Using KeepSafe

What do I do if I'm having trouble using KeepSafe?

If it’s a technical issue, like not being able to enter one of the characters in your answer, try the following when using a desktop computer before trying again:

  • Push the Ctrl and F5 buttons on your keyboard at the same time
  • Clear your cache and temporary internet files - you should be able to find this by going to your 'tools' menu on your computer, otherwise google your browser type for instructions on how to do this
  • Restart your computer

If this doesn't help contact us.

What do I do if I can’t remember the answer to a question?

You’ll need to contact us and ask to reset your KeepSafe question. Make sure you choose questions with answers that are easy to remember and easy to spell.

How do I use the virtual keyboard?

Use your mouse to select characters from the letters, numbers and symbols displayed on the screen.

How do I change my questions and/or answers?

Log in to internet banking and go to the settings tab at the top of the screen. Select ‘KeepSafe’, answer the question and then edit your questions and answers.

About KeepSafe

Does KeepSafe give me a different level of security?

Definitely. Using KeepSafe offers significant security advantages compared with using access number and password security only.

Is doing this step necessary for internet banking?

Yes, you need to have KeepSafe to be able to use Kiwibank Internet Banking.

Can the answers to my KeepSafe questions include numbers and symbols?

Your KeepSafe answers can include alpha-numeric characters e.g. A,B,C... and 1, 2, 3... You can also have multiple word answers e.g. Lower Hutt. You won't be able to use the following symbols # - *.

Why do I have to use the onscreen keyboard?

It adds security because it’s harder for your keystrokes to be recorded via spyware.

Why is KeepSafe on the login page instead of when I’m making transactions?

At Kiwibank, we believe your privacy is important. That’s why we’ve placed spyware protection at the front door, rather than letting offenders wander through your accounts. This will help to protect you from more than just unauthorised transactions. However, when making some transactions you'll be required to provide two factor authentication as an additional security measure.

Do I need to worry about all the other security stuff?

We recommend you continue to download updates for your operating system, and install virus and firewall protection for all internet use, not just for internet banking.

Read more about how to protect yourself online

Is KeepSafe two factor authentication?

No, KeepSafe is not two factor authentication but it's an authentication tool. We provide two factor authentication when you make certain transactions and changes within internet banking and our mobile app.

Should I be worried that family members and close friends know the answers to my KeepSafe questions?

When setting up KeepSafe, we recommend choosing questions with answers that only you will know. Never share or record your answers with anyone else, including bank staff, police or family members.