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 browser and clicking 'Clear browsing data'. Otherwise, google your browser type for instructions on how to do this.
- Restart your computer.
If this doesn't help, contact us.
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.
Use your mouse to select characters from the letters, numbers and symbols displayed on the screen.
Definitely. Using KeepSafe offers significant security advantages compared with using access number and password security only.
Yes, you need to have KeepSafe to be able to use Kiwibank Internet Banking.
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 # - *.
It adds security because it’s harder for your keystrokes to be recorded via spyware.
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.
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.Learn more about protecting yourself online
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.
When setting up KeepSafe, we recommend choosing questions with answers that only you'll know. Never share or record your answers with anyone else including bank staff, police or family members.