Protect yourself online

Forward suspicious emails to us

We'll never ask you to disclose any of your banking information including login details by email or by clicking on a link within an email.

If you think you’ve been sent an email that doesn’t look like it’s from us, don't respond or click on any links – please forward it to

Use caution when using public or shared computers

Computers at public places like internet cafés and libraries may not be as safe as your personal computer. In general, if you're unsure whether the computer has the required firewall and virus detection, it pays to wait and do your online banking on a computer you know has the necessary protection.

Tips for password safety

  • Memorise your password and destroy any record of it.
  • Take extra care when entering your password to make sure that no one else can see it.
  • You should use different passwords for different electronic banking services.
  • Don't choose a password that would be easy to guess or discover.
  • Don't use parts of phone numbers, birthdays, names, addresses, series of numbers or letters such as '5678…' or 'abcd…' or parts of any other numbers or personal information that people could easily get hold of.
  • Don't tell anyone else your password.
  • Don't leave your computer unattended while logged on to internet banking.
Double check the website address

Double check that you're on our official Kiwibank website before logging in:

We use digital certificates that verify that you're connected to our official internet banking website. These certificates also confirm that all communication between you and Kiwibank is encrypted and therefore secure. Encryption is a mathematical method of coding information.

If you use Internet Explorer 7 (IE7) or Mozilla to access the internet, you'll also see the address bar is green when you visit our internet banking login page. We've done this to clearly show you're visiting Kiwibank's website, and not a fake.

If you're not sure which web browser you use to access the internet, it might pay to download IE7 or Mozilla anyway. You can do this by going to any internet page and searching for IE7 or Mozilla download. They're free to download and it doesn't take long to do.

We recommend that you use IE7 or Mozilla. But if you don't, you can still confirm our Extended Validation Certificate by clicking on the padlock to the right of the address bar.

Install software and hardware

Anti-virus software

New viruses are appearing all the time, and an anti-virus software can detect and eliminate these computer viruses.

  • Scan your computer with up-to-date anti-virus software at least every 30 days.
  • Regularly download updates to your anti-virus software from your software supplier or set your computer to automatically update your anti-virus software.
  • Scan downloaded files and attachments before opening them.

If you're not sure if you have anti-virus software, it may be worthwhile taking your computer or device to your local IT technician to get them to install it.

Firewall software or hardware

A firewall controls your connection to the internet by filtering the information that's passed to and from your computer.

  • Make sure you have up-to-date firewall software or hardware installed and set it to work on incoming and outgoing traffic.
  • You should regularly download updates to your firewall software from your software supplier or set your computer to automatically update your firewall software.

Anti-spyware software

Spyware secretly gathers information from your computer and passes it on to advertisers or other parties. It can even capture details such as your password and user name.

It can be installed without you knowing as a result of visiting a website or through clicking on an option in a deceptive pop-up window. It can also be carried in viruses or installed along with other free software downloaded from the internet.

  • Scan your computer with up-to-date anti-spyware software at least every 30 days.
  • Regularly download updates to your anti-spyware software from your software supplier or set your computer to automatically update your anti-spyware software.

For more information, see Symantec, McAfee, ZoneAlarm or Adaware.

Check for regular operating system updates

Software suppliers often issue updates to fix problems found in operating systems and browsers. It's a good idea to regularly check for updates to your operating system and browser.

If you have:

  • Windows operating system – use the built in update tool to keep Windows up-to-date.
  • Apple computer running OS X – run the Software Update tool regularly.
Avoid using third party services to access internet banking

We don’t recommend the use of third party services to access internet banking. The use of third party services invalidate our internet banking guarantee, not just for the affected transaction, but for all subsequent internet banking use too.

We advise our customers who've used third party services to access internet banking to change their password immediately and to update their Keepsafe questions.

Protect your cards

There are a number of steps you can take to help make sure your credit cards, Visa Debit Cards or ATM/EFTPOS cards stay as secure as possible. Our card security team monitors card transactions and will contact you if they have any concerns.

Top tips:

  • Memorise your PIN.
  • Don’t let your card out of your sight.
  • Let us know straight away if you think your card’s been lost or stolen.
  • If in doubt, don’t use the ATM or retailer.
  • Remember that we'll never ask you to confirm your card expiry date or PIN.
General card safety
  • Keep your contact details up to date so we can let you know if we notice anything suspicious on your card.
  • Don’t let your card out of your sight – if a retailer needs to swipe your card, make sure they give it back to you straight away.
  • Notify Kiwibank immediately if you’ve lost your card, think it may have been stolen or think someone may have discovered your PIN.
  • Always remember to take your card back after using it.
  • Read the terms and conditions of any website before making a purchase and look for hidden charges.
  • Check your statements for any transactions that you don’t recognise.
  • Where possible, swipe your card through EFTPOS terminals yourself.
  • Never give your card details to someone over the phone unless you initiated the call and you know the company is reputable.
  • If you have any doubts about the security of an ATM or retailer (especially on the internet) – don’t use it!
When you're travelling overseas
  • Let us know if you're going overseas, where you'll be travelling, how long for and how we can contact you while you're away.
  • Try to only use ATMs that are attached to banks.
  • If you can, never let your card out of your sight. When in overseas restaurants, staff will often take your card away for payment. Consider going with them to sign and complete the payment or pay with cash instead.
PIN safety
  • Memorise your PIN number – don’t write it down anywhere and don’t disclose it to anyone.
  • Take extra care when keying in your PIN to make sure no one else can see it.
  • Use different PINs for different cards.
  • Don't tell anyone your PIN, or give your card to anyone (including family members, the police or bank staff).

Protect your identity

When fraudsters obtain identifying details like your date of birth or address, they can use it to do things like access your bank account, open a credit card or a loan in your name.

Top tips:

  • Keep your letterbox secure – have a lock.
  • Keep your personal information in a safe place at home – a home safe isn't a bad idea.
  • Only accept friend requests on any online networking site that you use to people you know and don't volunteer information that isn't necessary.
  • Only give out personal details and information when it's absolutely necessary, and only give it to people you trust.
  • Destroy your personal information in a secure destruction bin or safely – opportunistic criminals have no qualms about going through your rubbish.

Other resources

  • If you haven't spent a lot of time online, then the independent online safety watchdog Netsafe would be worth a visit. Netsafe is full of information and tips about how to stay safe online and avoid scams.
  • Read and download The Little Black Book of Scams for some great guidance on all of the different type of scams.
  • Read the top 11 cyber security tips to help keep your business and customers safe from online threats on