COVID-19 update
If you're financially impacted by COVID-19 and need support, see how we can help you. For information on latest branch opening hours in the Northland, Auckland and Waikato regions see our branch updates page.
We take protecting you and your money seriously and have a range of measures in place to protect your finances when you’re banking online or on our mobile app.
Dedicated security team
Our dedicated security team performs a range of services to ensure the security of our online banking services including:
- constantly monitoring online banking transactions and card activity for any unusual activity
- keeping track of fraud trends affecting the banking industry
- helping customers who've been victims of fraud and working with the New Zealand Police to help make sure offenders are caught
- providing advice to customers who have security concerns
- looking out for new technologies that could enhance security for our customers.
KeepSafe
KeepSafe is a question and answer based authentication tool that provides an extra layer of security while using internet banking. You'll need to answer a KeepSafe question before you can access your account.
KeepSafe is a question and answer based authentication tool that provides an extra layer of security while using internet banking. You'll need to answer a KeepSafe question before you can access your account.
Two factor authentication
Some transactions you make online or on our app will require you enter a one-time PIN we've sent to your mobile. This is to make sure you're the person who requested the transaction.
Some transactions you make online or on our app will require you enter a one-time PIN we've sent to your mobile. This is to make sure you're the person who requested the transaction.
Extra protection when you buy online
When making some online purchases we may ask a couple of questions only you'll know how to answer, or we'll send a One-Time Password (OTP) via SMS to the mobile phone you have registered with us.
When making some online purchases we may ask a couple of questions only you'll know how to answer, or we'll send a One-Time Password (OTP) via SMS to the mobile phone you have registered with us.
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.
We guarantee we'll reimburse any money taken from your Kiwibank accounts if you’ve been the victim of internet banking fraud.
Monitoring and data safety
We have security services and teams to monitor activities and ensure your information is safe when you're using our website, internet banking and mobile app.
We have security services and teams to monitor activities and ensure your information is safe when you're using our website, internet banking and mobile app.
Things to watch out for
How to protect yourself from common fraud and scams
Report a suspicious activity
If you think your identity or accounts may have been compromised, please contact us immediately.
We'll never ask you to disclose your internet banking 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 suspicious.email@kiwibank.co.nz.