Q.What do I do if I’m having trouble using KeepSafe? A. If it’s a technical issue, like only being able to enter one of the characters in your answer, try the relevant fix listed in our trouble shooting page. Otherwise, see the questions below and if they don’t help, call us on 0800 11 33 55.
Q.What do I do if I can’t remember the answer to a question? A. You’ll need to call our Customer Service Centre on 0800 11 33 55 and ask them to reset your KeepSafe question. Make sure you choose questions with answers that are easy to remember and easy to spell.
Q.How do I use the virtual keyboard? A. Use your mouse to select characters from the letters, numbers and symbols displayed on the screen.
Q.How do I change my questions and/or answers? A.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.
Q.Does KeepSafe give me a different level of security? A. Definitely. Using KeepSafe offers significant security advantages compared with using access number and password security only. By using KeepSafe, with common sense precautions, you qualify for the Kiwibank Internet Banking Guarantee.
Q.Is doing this step necessary for internet banking? A. Yes, you need to have KeepSafe to be able to use Kiwibank Internet Banking.
Q.Can the answers to my KeepSafe questions include numbers and symbols? A. Your KeepSafe answers can include alpha-numeric characters eg A,B,C... and 1, 2, 3... You can also have multiple word answers eg Lower Hutt. However you cannot use symbols such as #,-,*.
Q.Why do I have to use the onscreen keyboard? A. It adds security because it’s harder for your keystrokes to be recorded via spyware.
Q.Why is KeepSafe on the login page instead of when I’m making transactions? A. At Kiwibank, we believe your privacy is important. That’s why we’ve placed spyware protection on the front door, rather than letting offenders wander through your accounts. This means you’re protected against more than just fraudulent transactions.
Q.Do I need to worry about all the other security stuff? A. 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. By using KeepSafe and taking these and other simple precautions, you qualify for the Kiwibank Internet Banking Guarantee.
Q.Is KeepSafe two-factor authentication? A. KeepSafe is Kiwibank’s online authentication offering. Although not a two-factor solution, we believe it provides significantly more security than using only an access number and password. You don’t need to carry anything else around with you to use it, or worry about having cell phone reception. It’s an easy, low-hassle solution.
Q.Should I be worried that family members and close friends know the answers to my KeepSafe questions? A. KeepSafe has been designed with the aim of providing added protection from spyware. Your confidential access number and password is the protection you have to keep your banking private from family and friends.
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