International payments – what’s IBAN/BSB/Sort Code/Swift/BIC?

What’s an IBAN number?

IBAN stands for International Bank Account Number. IBAN's are commonly used across Europe and parts of the Middle East. If someone is sending money to you, and they request an IBAN, please provide your full Kiwibank account number, e.g. 38 1234 1234567 00.

What’s your BSB number/Sort code?

BSB numbers are used by Australian banks to identify an account's Bank, State and Branch. In New Zealand these are the first six digits of your account number, e.g. 38-1234.

What’s the Kiwibank Swift code/BIC

Kiwibank’s SWIFT code/BIC is KIWINZ22.

What you need to know about receiving money into your Kiwibank account from overseas

Check out this page to understand exactly what you and the person sending the money need to provide.

Locked out of internet banking/mobile app?

How can I reset my internet banking password?

  • If you’ve verified your mobile number with us, you can reset your password online. We’ll text you a code to enter in as a temporary password - and you’ll need to be able to answer your KeepSafe questions.
  • If you haven’t registered your mobile yet, you'll need to call our Customer Service Centre with your access number and either your NZ driver licence or passport ready.

I can’t remember my KeepSafe questions

  • You’ll need to call our Customer Service Centre and ask them to reset your KeepSafe questions. Make sure you choose questions with answers that are easy to remember and easy to spell.
  • If you’re having technical issues with your KeepSafe, check out this trouble shooting guide that steps you through some solutions to common problems.

I’ve forgotten my mobile app PIN

You can reset your pin on the app by selecting 'Login Help', then 'I forgot my code'. You'll then be asked to use your internet banking login details to gain access.

Lost or stolen card?

I’ve had my card stolen, or I’ve lost or misplaced my card – what do I do?

You can use our mobile app to block your credit card, EFTPOS card or Visa Debit Card. Log in to the app, click on 'Cards', then the card you want to block, then slide over the ‘block transaction on this card’ tab. If you find your card, you can also unblock it within the app.

If you think your card is lost for good, call our Customer Service Centre immediately.

Contacting Kiwibank from overseas?

I’m a Kiwibank customer and I’m overseas, how can I contact you?

  • If you have internet banking or the mobile app, and the matter isn’t urgent you can login and send us a secure mail.
  • If you don’t have internet banking, or if your issue is urgent, such as a lost or stolen card, please call us on +64 4 473 1133.

I’m not a Kiwibank customer but I’m looking to move to NZ and would like to open an account before I arrive?

  • Check out this page to understand all the requirements for opening an account while you’re overseas. Please ensure you complete the form correctly, and send us all the required documentation.
  • There are a couple of very important things to note:
    • If you’re not intending to come to NZ within the next six months, we won’t be able to open an account for you.
    • While we can open an account, and accept funds into that account, you’ll be unable to withdraw any deposits until you arrive in NZ and have your identity documents sighted at a nearest branch.
How do I open a Kiwibank account online?

I’m a Kiwibank customer and want to open a new account – how do I do this?

  • If you have internet banking or the mobile app, login and click on the ‘Apply & Open’ icon at the top of the page. You’ll find a full range of accounts you can easily open online. This is the easiest and most straightforward way to open new accounts, and for most types of accounts, you can use them straight away.
  • If you don’t have internet banking or the mobile app, the easiest way to get new accounts is to give us a call and get access to internet banking. You can call our Customer Service Centre.
  • If you prefer to bank in person you can either give us a call, or you can visit Kiwibank.

I’m not a Kiwibank customer and I want to become one – how do I do this?

  • At the top of this page you’ll see ‘Join Kiwibank’ follow this link and it’ll take you through being set up as a customer, and you can open a number of different transactional and savings accounts. It will also provide you with internet banking access immediately. You will need to either call us or visit us in branch to verify your ID, but once this is done, you’ll be able to open different types of accounts within internet banking.
  • You can give our Customer Service Centre a call, and they'll get you set up with the right accounts. They can also ID you and set up all your services (like internet banking).
  • If you’re looking to move to NZ, check out this page to understand all the requirements for opening an account while you’re overseas. Please ensure you complete the form correctly, and send us all the required documentation. There are a couple of very important things to note:
    • If you‘re not intending to come to NZ within the next six month, we won’t be able to open an account for you.
    • While we can open an account, and accept funds into that account, you’ll be unable to withdraw any deposits until you arrive in NZ and have your identity documents sighted.

How do I close my Kiwibank accounts?

I don’t require one of my accounts, how can I get it closed?

If you no longer require one of your accounts you can either close it using your mobile app if there's only one account holder, send us a secure mail in internet banking, or give us a call. The account you want closed will need to have a zero balance (e.g. no money in it or in overdraft), and no fees owing. We can then close it for you straight away.

I no longer require my Kiwibank accounts – how do I get them all closed?

  • If you have internet banking access you can send us a secure mail to ask for all your accounts to be closed. All accounts need to have a zero balance (no money in it or in overdraft) and no fees owing. Once all your accounts are closed, we‘ll remove your internet banking access so we encourage you to download any statements from the statement vault. We hate to see our customers leave and we appreciate knowing why you have closed your accounts. If you have feedback, positive or negative, we really would like to hear it.
  • If you don’t have internet banking access you can call our Customer Service Centre. The account you want closed will need to have a zero balance (e.g. no money in it or in overdraft), and no fees owing.
How do I update my contact details – address, email and phone numbers?

There are a number of ways you can update your contact details.

Online

Updating your contact details in internet banking and the mobile app is really easy. Just login, and click ‘Settings’, and then 'Personal details'. To update your details, you’ll need to answer one of your KeepSafe questions.’.

While you’re in there, it’s a great idea to also verify your mobile number. A code will be sent to your mobile via text, you’ll need to confirm the code. Once this is set up if you happen to lock yourself out of internet banking, it’s really easy to get your password reset as a temporary password can be sent to your verified mobile number.

At your local Kiwibank or over the phone

You can pop into your nearest branch or give us a call to let us know your details has changed.

With insurance or personal loan providers

If you have insurance or a personal loan, you'll need to update your contact details separately with our insurance and personal loan providers.

Where do I find my bank statements?

Can I download my bank statements in internet banking?

You’ll find all your bank statements held in your statement vault in internet banking. If you look on the right hand side of your screen, you’ll see a link to your statement vault. This will take you to a screen where you can select which statement you would like to download.

How do I order/replace/cancel my EFTPOS or Visa Debit Card

I’d like to get a new EFTPOS card

To apply for a EFTPOS or Visa Debit card in internet banking or the mobile app:

  • Go to Cards on the main side menu bar (Mobile App) or the Apply & Open page
  • Choose ATM/EFTPOS Card
  • Fill in your details and create a PIN

Once you confirm your details are correct, including your postal address, you can submit your order. Your new EFTPOS card will be mailed out to you and should arrive within 1 – 2 weeks.

If you need your card earlier, pop into your nearest branch.

I’d like to cancel my EFTPOS or Visa Debit Card

To cancel your EFTPOS or Visa Debit card in internet banking or the mobile app:

  • Go to Cards on the main side menu bar (Mobile App) or the Settings page
  • Select Cancel Visa Debit Card
  • Choose the card you want to cancel

Once you confirm your details are correct, you can cancel your card.

I’d like to replace my EFTPOS or Visa Debit Card

To order a replacement EFTPOS card in internet banking or the mobile app:

  • Go to Cards on the main side menu bar (Mobile App) or the Settings page
  • Select Replace ATM/EFTPOS Card
  • Fill in your details and create a PIN

Once you confirm your details are correct, including your postal address, you can submit your order. Your old EFTPOS card will be cancelled and a replacement EFTPOS card will be mailed to you within 7 business days. If you need your card earlier, pop into your nearest branch.

Still can’t find what you’re looking for?

If you can see the ‘Lets Chat’ icon on the right hand of your screen, we have people available to assist you with any product or service questions you may have.

You can also email us at service@kiwibank.co.nz, but please don’t include any personal information as we won’t be able to action any account or personal detail changes, such as cancelling a stolen card, or re-setting your internet banking access. For requests regarding your personal banking please call our Customer Service Centre.