Internet banking guarantee

Eligibility for reimbursement

If you've been the victim of unauthorised activity on your accounts within our internet banking or mobile app, we'll reimburse any money you've lost 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.

Precautions you should take

Passwords and logins

• Don’t create or use a password that could be easily guessed or found out. For example, one that uses personal information about yourself, like family, street or pet names.
• Your password shouldn’t be the same or similar to ones you’ve used in the past.
• Don’t write down, record or share your password or mobile or internet banking login details, including your SMS one-time code, with anyone – including bank staff, the police or family members.
• Don’t reply to requests for your login details or SMS one-time code for either internet banking or the mobile app, other than through Kiwibank internet banking or our mobile app.
• Only use biometric login, e.g. fingerprint, Touch ID or Face ID login, on our mobile app if you're the only person with biometrics stored on your device.

You must contact us immediately if you think:

• your login details or SMS one-time code is known or may be known by another person
• there has been unauthorised use of your online banking or your accounts.

Computer and device security

• Don’t leave your computer or device unattended while logged into internet banking or our mobile app.
• Don’t use internet banking on shared computers, such as in internet cafes.
• Make sure your computer or mobile device has appropriate and up-to-date protective software installed, such as virus scanning, firewall, anti-spyware and anti-spam software.
• Take care when opening unexpected attachments or installing software on your computer or mobile device.
• Lock your mobile device to stop unauthorised use of our mobile app or unauthorised access to your text messages.
• You can only download the Kiwibank mobile app from an official store, such as Google Play or the Apple App Store.

Third party access

• Some third-party systems require access to your internet banking – such as POLI which provides online payment options by transferring funds directly between a customer’s internet banking account and a merchant.
• The use of third-party services like this invalidates our internet banking guarantee, not just for the affected transaction, but for all subsequent internet banking use too.
• If you’ve previously allowed third party services to access your internet banking, you need to change your password immediately and update your KeepSafe questions.