• International payments – what’s IBAN/BSB/Sort Code/Swift/BIC?

    What’s an IBAN number?

    IBAN stands for International Bank Account Number. IBAN's are commonly used across Europe and parts of the Middle East. If someone is sending money to you, and they request an IBAN, please provide your full Kiwibank account number, e.g. 38 1234 1234567 00.

    What’s your BSB number/Sort code?

    BSB numbers are used by Australian banks to identify an account's Bank, State and Branch. In New Zealand these are the first six digits of your account number, e.g. 38-1234.

    What’s the Kiwibank Swift code/BIC

    Kiwibank’s SWIFT code/BIC is CITINZ2X. The SWIFT code belongs to Citibank New Zealand, they accept payments on behalf of Kiwibank.

    What you need to know about receiving money into your Kiwibank account from overseas

    Check out this page to understand exactly what you and the person sending the money need to provide.

  • Locked out of internet banking/mobile app?

    How can I reset my internet banking password?
    • If you’ve verified your mobile number with us, you can reset your password online. We’ll text you a code to enter in as a temporary password - and you’ll need to be able to answer your KeepSafe questions.
    • If you haven’t registered your mobile yet, you'll need to call our Customer Service Centre with your access number and either your NZ driver licence or passport ready.
    I can’t remember my KeepSafe questions.
    • You’ll need to call our Customer Service Centre and ask them to reset your KeepSafe questions. Make sure you choose questions with answers that are easy to remember and easy to spell.
    • If you’re having technical issues with your KeepSafe, check out this trouble shooting guide that steps you through some solutions to common problems.
    I’ve forgotten my mobile app PIN.

    If you’ve forgotten the PIN to your mobile app it’s easy to fix. You can reset your PIN on the app by entering your internet banking password either via the login help option, or after entering their pin three times incorrectly.

  • Lost or stolen card?

    I’ve had my credit card stolen, or I’ve lost or misplaced my credit card – what do I do?

    As soon as you realise you no longer have your credit card please call our Customer Service Centre immediately.

    I’ve had my EFTPOS card/Visa Debit Card stolen – what do I do?

    As soon as you realise you no longer have your credit card please call our Customer Service Centre immediately.

    I’ve lost/misplaced my EFTPOS card / Visa Debit Card – what do I do?

    As soon as you realise you no longer have your credit card please call our Customer Service Centre immediately.

  • Contacting Kiwibank from overseas?

    I’m a Kiwibank customer and I’m overseas, how can I contact you?
    • If you have internet banking or the mobile app, and the matter isn’t urgent you can login and send us a secure mail.
    • If you don’t have internet banking, or if your issue is urgent, such as a lost or stolen card, please call us on +64 4 473 1133.
    I’m not a Kiwibank customer but I’m looking to move to NZ and would like to open an account before I arrive?
    • Check out this page to understand all the requirements for opening an account while you’re overseas. Please ensure you complete the form correctly, and send us all the required documentation.
    • There are a couple of very important things to note:
      • If you’re not intending to come to NZ within the next six months, we won’t be able to open an account for you.
      • While we can open an account, and accept funds into that account, you’ll be unable to withdraw any deposits until you arrive in NZ and have your identity documents sighted at a local branch.
  • How do I open a Kiwibank account online?

    I’m a Kiwibank customer and want to open a new account – how do I do this?
    • If you have internet banking, login and click on the ‘Apply & Open’ icon at the top of the page. You’ll find a full range of accounts you can easily open online. This is the easiest and most straightforward way to open new accounts, and for most types of accounts, you can use them straight away.
    • If you don’t have internet banking, the easiest way to get new accounts is to give us a call and get access to internet banking. You can call our Customer Service Centre. Once you have internet banking you can click on the ‘Apply & Open’ icon at the top of the page. You’ll find a full range of accounts you can easily open. This is the easiest and most straightforward way to open new accounts, and for most types of accounts, you can use them straight away.
    • 'If you really don’t want internet banking then you can either give our Customer Service Centre a call, or you can visit us in one of our branches.
    I’m not a Kiwibank customer and I want to become one – how do I do this?
    • At the top of this page you’ll see ‘Join Kiwibank’ follow this link and it’ll take you through being set up as a customer, and you can open a number of different transactional and savings accounts. It will also provide you with internet banking access immediately. You will need to either call us or visit us in branch to show your ID, but once this is done, you’ll be able to open different types of accounts within internet banking.
    • You can give our Customer Service Centre a call, and they'll get you set up with the right accounts. They can also ID you and set up all your services (like internet banking).
    • If you’re looking to move to NZ, check out this page to understand all the requirements for opening an account while you’re overseas. Please ensure you complete the form correctly, and send us all the required documentation. There are a couple of very important things to note:
      • If you‘re not intending to come to NZ within the next six month, we won’t be able to open an account for you.
      • While we can open an account, and accept funds into that account, you’ll be unable to withdraw any deposits until you arrive in NZ and have your identity documents sighted.
  • How do I close my Kiwibank accounts?

    I don’t require one of my accounts, how can I get it closed?

    If you no longer require one of your accounts you can either send us a securemail in internet banking, or give our Customer Service Centre a call. The account you want closed will need to have a zero balance (e.g. no money in it or in overdraft), and no fees owing. We can then close it for you straight away.

    I no longer require my Kiwibank accounts – how do I get them all closed?
    • If you have internet banking access you can send us a securemail to ask for all your accounts to be closed. All accounts need to have a zero balance (no money in it or in overdraft) and no fees owing. Once all your accounts are closed, we‘ll remove your internet banking access so we encourage you to download any statements from the statement vault. We hate to see our customers leave and we appreciate knowing why you have closed your accounts. If you have feedback, positive or negative, we really would like to hear it.
    • If you don’t have internet banking access you can call our Customer Service Centre. The account you want closed will need to have a zero balance (e.g. no money in it or in overdraft), and no fees owing.
  • How do I update my contact details – address/email/phone numbers?

    I have internet banking and need to update some of my contact details.

    Updating your contact details in internet banking is really easy. Just login, and click on the ‘Settings’ icon at the top of the page. You’ll see a list of different things you can do in internet banking, including updating your ‘personal details’ (it’s first in the list). To update your details, you’ll need to answer one of your KeepSafe questions. This will pop up when you click on ‘Edit or add contact details’ or ‘Edit address details’. While you’re in there, it’s a great idea to also verify your mobile number. A code will be sent to your mobile via text, you’ll need to confirm the code. Once this is set up if you happen to lock yourself out of internet banking, it’s really easy to get your password reset as a temporary password can be sent to your verified mobile number.

    I don’t have internet banking and need to update some of my contact details.

    You’ll need to call our Customer Service Centre, or you can pop into one of our branches, to let us know your details are changed.

  • Where do I find my bank statements?

    Can I download my bank statements in internet banking?

    You’ll find all your bank statements held in your statement vault in internet banking. If you look on the right hand side of your screen, you’ll see a link to your statement vault. This will take you to a screen where you can select which statement you would like to download.

  • How do I order/replace/cancel my EFTPOS or Visa Debit Card

    I’d like to get a new EFTPOS card.

    Within internet banking, click on the ‘Settings’ icon at the top of the page. About half way down the page, you’ll find where you can order a new card. Ordering through internet banking means you’ll be able to load the card with a PIN (to save a trip to the branch) and select what accounts you would like the card linked to. You can select up to two accounts for a card to be linked to. Please check to ensure your postal address is correct.

    I’d like to cancel my EFTPOS or Visa Debit Card.

    Within internet banking, click on the ‘Settings’ icon at the top of the page. About half way down the page, you’ll find where you can cancel a card. Select which card you would like to cancel from the drop-down list – please be careful to cancel the correct card.

    I’d like to replace my EFTPOS or Visa Debit Card.

    Within internet banking, click on the ‘Settings’ icon at the top of the page. About half way down the page, you’ll find where you can order a replacement card. Select which card you would like to replace from the drop-down list, you’ll be prompted to confirm which account you would like the card linked to, and to select a PIN number for the card (to save a trip to the branch). Please check to ensure your postal address is correct.

Still can’t find what you’re looking for?

If you can see the ‘Lets Chat’ icon on the right hand of your screen, we have people available to assist you with any product or service questions you may have.

You can also email us at service@kiwibank.co.nz, but please don’t include any personal information as we won’t be able to action any account or personal detail changes, such as cancelling a stolen card, or re-setting your internet banking access.  For requests regarding your personal banking please call our Customer Service Centre.