We have restored access to our internet banking and mobile services. Our contact centre is experiencing high demand and we ask for your patience as our team works through the backlog. We apologise for the inconvenience.
KeepSafe is our online authentication tool that provides you with an extra layer of security when you're using internet banking or our mobile app.
When you set it up, you’ll choose or create at least three sets of questions and answers. We give you some preset questions you can use, and provide your own personal answers to, or you can make up questions yourself. Make sure the questions you choose are ones you can easily remember the answer to (including spelling), because each time you log in to internet banking, you’ll have to answer one of the questions.
Your answer will be shown as empty boxes, two of which will be highlighted. You’ll need to fill in the two highlighted boxes with the correct characters. In the example below, if the correct answer is ‘KIWIBANK’, the characters you’d need to insert would be ‘I’ and then ‘A’. The answer to this question is intentionally predictable, however when setting up your own KeepSafe, we recommend choosing questions with answers that only you will know.
Instead of typing the characters in from your keyboard, you’ll need to use the letters or numbers on the screen – using your mouse, click on the character you want to put into the selected box. Once you’ve entered both characters, click ‘Proceed’.
KeepSafe has been designed to provide added protection from spyware, and using the virtual keyboard adds security because it’s harder for your keystrokes to be recorded via spyware. Spyware can be placed on your computer without your consent or knowledge from anywhere in the world, allowing offenders to steal your internet banking details.
If you want to change your questions and answers:
If you can’t remember the answer to your question when you’re trying to log in to internet banking, you’ll need to contact us to reset your Keepsafe questions and answers.