Fingerprint & Face Identification FAQs

Biometrics are a secure authorisation process that users your unique biological traits to verify your identity. This could be traits such as retinas, irises, voices, facial characteristics, and fingerprints.

With the Heritage Mobile Banking App, you can register biometrics as an alternative and convenient form of authentication. This means you only have to use a finger or face identification to login to your Mobile Banking App. This also avoids the need to enter your standard member number and password or even a 4-Digit PIN.

On your compatible Apple device with iOS12 or above, you can use fingerprint or face identification to login. 

On your compatible Android device with Android 7 or above, you can use fingerprint to login.

Learn more about our system requirements for the Mobile Banking App.

Biometrics offer the same high level security as all authentication methods for Heritage Online and the Mobile Banking App.  Fingerprints and face identification are virtually unique and very difficult to guess or replicate. Your fingerprint or face identification is encrypted and safely stored in the secure storage of your device. 

If you're device becomes inactive, we will also remove your saved PIN and biometric login details. This means that if you don't use your Mobile Banking App for a period of time, then you’ll be prompted to enter your full internet banking password to login again.

You will need to ensure that you have already registered biometrics on your device in order to use them to login on your Mobile Banking App. You can usually do so in the security settings on your device. 

Once your biometrics are set up on your device you can register to use either your face or fingerprint to login to your Mobile Banking App.

1. Login into the Mobile Banking App
2. Go to Settings and select the option for Fingerprint/Face Login
3. Scan your fingerprint to register for Fingerprint/Face Login

You’ll then be able to login using your biometrics, once the scan successfully matches what is already registered on your device.

To protect your security we recommend that you only load your own fingerprint or face onto your device so that you are the only person who can access your Mobile Banking App. 

This depends on your device settings. You should not register for biometric login in your Mobile Banking App if you have other people's biometrics set up on your device. This is because you'll be giving them access to your bank accounts and may be liable for any unauthorised transactions.  

If you run into trouble registering or recognising your biometrics in the Mobile Banking App follow these steps:

1. Make sure you're holding your fingerprint or phone in the same way you initially registered your biometrics.
2. Make sure that at least one of the fingerprints you have enrolled or your FaceID on your device is still valid.
3. Confirm that your device hardware is not malfunctioned by testing the authentication in other Apps. 
4. Check that you are running the latest version of your device operating system.

No. You won’t be locked out if you can’t provide your fingerprint or face identification to login. If you’re having trouble using biometric login you can also choose to enter your Mobile Banking App PIN or Heritage Online password to gain access.  If you are unsure of your Heritage Online password please contact us for assistance. 

Make sure you have a compatible device with fingerprint or face identification set up in your device settings. Learn more about our system requirements.

If you have a compatible device with biometrics set up, and are still having issues registering for biometric login, please contact us.

There are two options to disable fingerprint or Face ID login:

In your Mobile Banking App

You can turn off biometric login in the Settings section in your Mobile Banking App.  

• Go to the  ☰ menu and select Settings.
• Select the login type you wish to turn off.
• Toggle the Enable FaceID Login or Enable Fingerprint Login button to the off position.

This options means you can still use biometric authentication on your device, just not with the App.

On your entire device

Go to the Settings section on your device and turn off biometric authentication.  This disables the option for your device and means you will not be able to access fingerprint or face identification for your device or any apps, including your Mobile Banking App.

If you turn this feature on again for your device, you will have to re-register or update your biometrics in the Settings section of the Mobile Banking App if you'd like to use it for your banking.

If you're device becomes inactive, we will also remove your saved PIN and biometric login details. This means that if you don't use your Mobile Banking App for a period of time, then you’ll be prompted to enter your full internet banking password to login again.

Yes, the Mobile Banking App will always first display the fingerprint or face identification login screen, but you can choose to cancel the operation and continue to login with 4-digit PIN (if set up) or your Heritage Online password. That's why it's important never to tell anyone your PIN or password for your Mobile Banking App or Internet Banking. Learn more about keeping your passwords secure here.

Yes, you can remove biometrics as you like. If you'd like to continue to use your fingerprint or face identification to login to your Mobile Banking App, you'll need to leave at least one fingerprint or face identification enrolled on your device.

If you choose to add new fingerprints or face to your device, you'll need to re-register your chosen login method in the Mobile Banking App Setting section. 

If you're device becomes inactive, we will also remove your saved PIN and biometric login details. This means that if you don't use your Mobile Banking App for a period of time, then you’ll be prompted to enter your full internet banking password to login again.