What is two factor authentication?

As the name suggests, you’ll need to provide two factors to prove you're you: something you know and something you have. Something you know is your password or four digit PIN and something you have will be a one-time PIN that we'll send to your registered mobile number. This process makes it harder for fraudsters to transact on your account.

How does it work?

When you’re performing certain transactions or changes within internet banking or our mobile app, a one-time PIN will be sent to your registered New Zealand mobile number by SMS. You simply need to enter the unique one-time PIN to authorise the transaction or change.

The one-time PIN will display an expiry time and will be rejected if entered after the expiry time. If this occurs you'll need to request a new one when prompted.

Below are some questions about two factor authentication

Will this apply to all transactions?

A one time PIN will be required on certain changes or transactions within internet or mobile banking. You'll need to enter the one time PIN that's sent to your mobile phone before we'll process the request. For example, we might require this to update your personal details, create a payment to a new recipient, change a future dated payment, or create or amend a payment template.

What happens if my mobile number has changed?

You can update your mobile number via internet banking or the mobile app. If your one-time PIN is being sent to an old number which you no longer have access to, please call us on 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction and update your mobile number.

Please note, you only get five free calls per month. After this, fees may apply.

If you're a business customer please call 0800 601 601 or +64 4 803 1646 if you're overseas.

What if I don't have my mobile on me?

Please call us on 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction.

Please note, you only get five free calls per month. After this, fees may apply.

If you're a business customer please call 0800 601 601 or +64 4 803 1646 if you're overseas.

What if my one-time PIN has expired?

If your one-time PIN has expired you'll be prompted with instructions to get another one sent to your mobile.

Am I being charged for this service?

Not at all, the one-time PIN sent via SMS is free to all New Zealand mobile numbers.

What happens if I’m travelling overseas?

If you're looking to travel overseas, we suggest using the Kiwibank mobile app while you're away. Make sure you download and login to the app before leaving New Zealand.

We also recommend you check with your mobile provider in case there are charges to receive SMS texts when travelling internationally. Since we rely on international phone providers we can't guarantee you’ll be able to receive a one-time PIN via SMS when travelling overseas.

If you're experiencing any problems receiving your one-time PIN, please call us 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction.

Please note, you only get five free calls per month. After this, fees may apply.

Why was this implemented?

Our customers security is really important to us and we wanted to put the measures in place to give our customers one less thing to worry about.

What if a fraudster gets my one-time PIN?

If for some reason your one-time PIN is compromised you must get in touch with us immediately by calling 0800 113 355 or +64 4 473 1133. You should never share your one-time PIN generated through internet or mobile banking with anyone else, including bank staff, police or family members.