Recognising fraud and scams

We want to make sure you know how to keep an eye out for anything that doesn't seem quite right and stay safe from online threats.

Online scams

Fraudsters use the internet to get to know people and gain their confidence. The con could build over a number of years, starting with an exchange of messages and building into a relationship where you regularly talk online.

Tip: If someone tells you that you’ve won the lottery or are due to receive some money, but first you have to pay a deposit or transfer them some money, check if it’s a legitimate offer – it’s likely to be a scam.

Credit and debit card fraud

Never tell anyone your PIN. If someone ever calls and asks for your PIN, hang up. They might try to convince you they’re from a bank, but we’d never ask for it.

It’s also important to keep an eye on your card when you’re in a store. It should never leave your sight. If someone takes your card out the back to process a payment, chances are they’re being dodgy.

Phishing and threats

In a phishing scam, fraudsters pretend to be someone you know or from a reputable organisation like a bank or the government. They’ll often use a logo from the organisation they’re pretending to be from and will usually ask you to click on a link to confirm details.

Tip: To protect yourself from phishing scams, be very wary of clicking on links sent to you via email.

Identity theft

Identity theft is when someone steals your identity – they find out identifying details like your date of birth or address. They can then use this information to do things like get access to your bank account, open a credit card or a loan in your name.

Tip: Follow our guidance on how you can protect your identity to prevent offenders from stealing yours.

Learn more about fraud and scams

Reporting a suspicious activity

If you think your identity or accounts may have been compromised, please contact us immediately. 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

Ways we're protecting you online

We do everything we can to protect your money and personal information. This includes two online authentication services that provide an extra layer of security when you're using internet banking and our mobile app, and a number of other security services to help you safe online.


There are a range of questions and answers to help keep your account secure. You'll set it up the first time you log in to internet banking and then each time you log in, you'll need to answer a KeepSafe question to access your accounts.

Two factor authentication

Some transactions you make online or on our app will require two-factor authentication. You'll be sent a one-time PIN to your mobile to complete your transaction. This is to make sure that you're the person who requested the transaction.

Internet banking guarantee

We guarantee we'll reimburse any money taken from your Kiwibank accounts if you’ve been the victim of internet banking fraud – as long as you’ve complied with our general terms and conditions, haven’t acted dishonestly or negligently, and have taken reasonable steps to protect your banking.

Read more about ways we're protecting you

Ways you can protect yourself

We work in partnership with you to keep your money and personal details safe. Here's what you can do:

Educating yourself about scams and safety

  • 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