Visa Debit Card FAQs

Product

  • What's the difference between a credit card and a Visa Debit Card?

    A Visa Debit Card offers all the features and benefits of a Visa credit card, but it's linked to your Kiwibank everyday account so it uses your own money, not a line of credit like your credit card does.

  • What's the difference between an ATM/EFTPOS card and a Visa Debit Card?

    They work exactly the same through ATMs and EFTPOS terminals in New Zealand. The difference is that a Visa Debit Card allows you to also purchase goods and services online, over the phone, via mail order and when you're overseas. You can also get cash internationally at any ATM that accepts Visa, so your Visa Debit Card provides a real advantage over a standard ATM/EFTPOS card.

  • Where can I use a Visa Debit Card?

    Your Visa Debit Card can be used everywhere a standard ATM/EFTPOS card can be used, as well as at more than 29 million merchants globally, to get cash from more than a million ATMs around the world and to purchase goods and services online, over the phone, and via mail order.

  • If we've got a joint account, can we both have a Visa Debit Card?

    Yes, you can each have a Visa Debit Card. Each card will have a unique number and your own name printed on the front of the card.

  • How many accounts can I link to my card?

    You can link up to two Kiwibank everyday accounts to your card. These are set up either when you open your Kiwibank account or when you switch to a Visa Debit Card. You can change the accounts linked to your card anytime you like by calling us or visiting your local Kiwibank.

  • Can I choose my own PIN?

    Of course! You can choose your own PIN, and you can change it anytime at your local Kiwibank.

  • Will I need to activate my card before I can use it?

    Yes, when you get your card, you'll need to activate it by using it with your PIN either at any ATM worldwide, or at an EFTPOS terminal in New Zealand.

  • How will I get my Visa Debit Card?

    When you switch from an ATM/EFTPOS card or open a new account with a Visa Debit Card, order a card and we'll post it to you within five business days. It's important that we have the correct address so the card reaches you.

  • Do I have to switch to the Visa Debit Card or can I keep my existing ATM/EFTPOS card?

    If you prefer not to switch, you can definitely keep your existing ATM/EFTPOS card. But the Visa Debit Card does all that an ATM/EFTPOS card does and more!

  • How old do I need to be to get a Visa Debit Card?

    You must be 15 years or over to get a Visa Debit Card. If you're between 10-15 years, we can give you an ATM/EFTPOS card linked to your account.

Usage

  • Can I use my Visa Debit Card for online purchases?

    Absolutely. You can use your Visa Debit Card for online purchases, like paying for tickets, gifts, travel, music, books, flights and much more. Just enter your card number when it comes to payment details. You may also be asked for the expiry date and the three digit 'CVV2' security number on the back of the card.

  • Can I use my Visa Debit Card overseas?

    Yes, your Visa Debit Card can be used to access cash from ATMs and for purchases via EFTPOS at shops, hotels, taxis, restaurants and more – anywhere in the world that accepts Visa.

  • Can I use my Visa Debit Card for phone purchases or mail order purchases?

    Yes, just print or provide your card number where required on the form or when requested over the phone. You may also be asked for the expiry date and the 'CVV2' three digit security number on the back of the card.

  • Can I use my Visa Debit Card for everyday transactions?

    Definitely. Use your Visa Debit Card the same way you use a standard ATM/EFTPOS card. Just swipe it and enter your PIN number at EFTPOS terminals, or insert it into an ATM, enter your PIN and away you go.

  • Do I need to tell you if I'm going overseas to get my card to work?

    No, your Visa Debit Card is accepted around the corner or around the world once you've activated it.

  • Can I use my card number for direct debits?

    Yes, just print the 16 digit card number on the merchant's form or provide the card number over the phone and the direct debit will come out of your primary or default account.

  • Will I need to change my direct debit instructions if my card number changes?

    Yes, you'll need to advise merchants that your card number's changed and provide them with your new card number.

  • What happens if I don't have any money in my account?

    Your card transactions may be declined. If a card transaction causes your account to go into an unauthorised overdraft, you must deposit money back into your account right away.

  • Why is there a difference between my available balance and current balance?

    Some merchants, for example hotels and car rental agencies, may request confirmation that your account has sufficient available funds to meet the estimated cost of goods or services that they supply. We treat the request as a card authorisation. Once the authorisation is given, the available funds on your account are reduced up to the amount of the estimated cost of the goods or services. When the transaction is processed, the authorisation is also processed and the transaction is posted to your account. These card authorisations will hold funds in your account for up to six days.

  • How secure is a Visa Debit Card?

    The card has to be activated before it can be used, and you can select a PIN that only you know. Every card also has a range of security features including a 'CVV2' security number on the back of the card and PIN validation requirements.

  • Why do some services that accept Visa not accept Visa Debit Cards?

    Some services, for example Vodafone Live, use credit cards to verify the customer's details, such as their age. Because a Visa Debit Card can be issued to people aged 15 and over, some of these services may choose not to accept it.

Manage

  • How will I be able to view my card transactions?

    You'll continue to receive statements for your everyday banking account(s) that are linked to your Visa Debit Card.

  • What happens if I lose my card or if it's stolen?

    It's very important that you report a lost or stolen card immediately on 0800 11 33 55 or +64 4 473 11 33 from overseas. We'll cancel your card and issue you with a new one.

  • What should I do if I notice transactions on my account that aren't mine?

    If you think there've been fraudulent transactions on your account, you should contact us immediately on 0800 11 33 55 or +64 4 473 11 33 from overseas. You need to check your statements regularly, and contact us immediately if something doesn't look right.

  • What happens if I find fraudulent transactions on my account? Do I get my money back?

    If fraudulent card transactions occur on your account and our investigations prove that you weren't responsible, you may not be liable for any losses incurred. See our pdfGeneral Terms and Conditions for personal banking (PDF 666 KB) for more information.

  • How do I dispute a transaction?

    Please download and read our pdftransaction dispute information (PDF 107 KB).

  • What should I do if I think my PIN's been compromised?

    If you think someone's found out what your PIN is, compromising the security of your account, you should contact us immediately on 0800 11 33 55 or +64 4 473 11 33 from overseas so we can cancel your card. Otherwise, visit your local Kiwibank to change your PIN.

  • If I forget my PIN, can you find out what it is for me?

    No. We'll never be able to tell you what your PIN is and we'll never ask you for your PIN either. If you've forgotten your PIN, you can go to your local Kiwibank and get a new PIN loaded on your card. Don't forget to take your ID with you.

  • What happens if I change my name?

    Your account name will need to be changed. You'll need to provide us with evidence of your name change, then we'll order you a new card in your new name but with the same card number and PIN.

  • What happens when my card is about to expire?

    Your card will be valid for three years. When it's about to expire, we'll send you a new card, with the same card number and PIN. All you'll need to do is activate it by using it with your PIN in an ATM or EFTPOS terminal. It's important that you make sure we've got your correct address so you'll receive your new card.

  • How do I close my card?

    Your card's linked to your account. If you close your account, we'll automatically close your card as well. If you want to close your card but keep your account open, call us on 0800 11 33 55 or +64 4 473 11 33 from overseas, or visit your local Kiwibank.

  • Do the standard Visa chargeback rights apply to a Visa Debit Card?

    Yes they do. If you want to dispute a transaction, call us on 0800 11 33 55 or +64 4 473 11 33 from overseas within 30 days of the date of transaction.

Trouble shooting - internet banking application form

  • I keep getting thrown out of the application form on internet banking

    Some customers are being logged out when they try to access the Visa Debit Card application form in internet banking. To stop this happening, you need to clear the temporary internet files and try again.

    To do this, follow the steps below for the browser you use:

    Internet Explorer 6

    1. Start Internet Explorer
    2. On the Tools menu, click Internet Options
    3. Click the General tab
    4. Under Temporary Internet Files, click Settings
    5. Click Delete Files, and then click OK
    6. Click Delete Cookies, and then click OK
    7. Under History, click Clear History, and then click Yes
    8. Click OK

    Internet Explorer 7

    1. Start Internet Explorer
    2. On the Tools menu, click Internet Options
    3. Click the General tab
    4. Under Browsing History, click Delete, and when you are prompted, click Yes to confirm

    5. In the Delete Browsing History dialog box, under Temporary Internet Files, click Delete Files, and when you are prompted, click Yes to confirm
    6. Under Cookies, click Delete Cookies, and when you are prompted, click Yes to confirm
    7. Under History, click Delete History, and when you are prompted, click Yes to confirm
    8. Click Close, and then click OK to close the Internet Options dialog box

    Firefox 3 or later

    1. Start Firefox
    2. On the Tools menu, click Clear Private Data
    3. Select Browsing History, Cache, Cookies and Authenticated Sessions

    4. Click Clear Private Data Now

Conditions

The Visa Debit Card is not available for business banking purposes, or for companies, trusts or organisations. Download Kiwibank’s pdfDisclosure Statement (PDF 1.5 MB) or pick up a copy from your local Kiwibank.