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Frequently Asked Questions (FAQs)


Q: What happens if my debit card is lost or stolen?
A: Report your lost or stolen card to 800.472.3272 immediately. This number is available 24 hours a day, 7 days a week.

Q: What are your hours of operation?
A: We are typically open from 9:00 a.m. to 5:00 p.m. However, some of our branch locations may vary. Please check our Locations & Hours page for specific branch hours.

Q: How do I do account inquiries by phone?
A: You may access your account balance by contacting customer service at 888.494.4599.

Q: Who can I call if I have a general question?
A: For questions about your account, please call customer service at 888.494.4599. For Cash Management product support, please call 800.796.4777. For all other questions, you may contact our main number at 408.947.6900.

Q: What is a substitute check?
A: To make check processing faster, federal law permits banks to replace original checks with “substitute checks.” These checks are similar in size to original checks with a slightly reduced image of the front and back of the original check. You may use a substitute check as proof of payment just like the original check.

Cash Management

Q: Who do I call if I have questions about how to use Heritage Direct Personal Online Banking or the Heritage Direct Business Online Banking?
A: You may call the online banking support line at 800.796.4777.

Q: What are the system requirements for using online banking?
A: To access your account(s) via the internet, you must have an internet connection using a secure internet service provider. Both Heritage Direct Personal and Business Online Banking may be accessed using a variety of web browser products including: Internet Explorer 6.0 or higher, Netscape 8.0 or higher, Mozilla Firefox 1.0 or higher and Safari 1.0 or higher.

All of our online banking and bill pay systems require an internet browser which supports a minimum 128-bit encryption. Your internet service provider can help you obtain the correct version.

Q: How long does it take to enroll in online banking?
A: For individuals: enrollment is fully automated and instantaneous.

For businesses: a maximum of two business days from when Cash Management receives the required signed documents.

Q: How do I get a user ID and password?
A: For individuals: select your login information during the enrollment process.

For businesses: The designated Online Banking primary user will be sent their login ID and password via e-mail. This person will then establish any other users on the system and provide them with their login ID and password.

Q: What if I forget my password?
A: You can use the “Forgot Your Password?” link on the login page, call online banking support at 800.796.4777, or e-mail*

Q: Do I have access to a business account online?
A: The primary user for a business client may grant access to anyone they wish using the User Maintenance feature.

Q: How do I sign up for CheckFree bill payment?
A: For individuals: sign up for CheckFree bill pay by selecting Personal Bill Pay from our website homepage, then choose to enroll when the application opens.

For businesses: You must begin the enrollment process at our website homepage. Select Business Bill Pay, and then choose to enroll when the application opens. You will be instructed to print an application which must be signed and then mailed to Cash Management services along with a voided check for verification. We will then forward the documentation to the bill payment service.

You will select your user name and password during enrollment. Your codes will be activated upon the bill payment service receiving the verification of your account from us.


*Warning: email address is not secure and confidential information should never be emailed.