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.

What is KeepSafe?

KeepSafe is an online question and answer based authentication tool. You’ll set it up the first time you log in to internet banking, and each time you log in after that you’ll need to answer a KeepSafe question to access your accounts.

Using KeepSafe gives you significant security advantages compared with using access number and password security only. It gives you added protection from key-stroke loggers, and because the added security occurs when you log instead of at the time of each transaction, it helps lock out potential fraudsters from the start, protecting your privacy as well as your cash.

How it works

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.

Virtual keyboard

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.

Change your questions and answers

If you want to change your questions and answers:

  1. Log in to internet banking
  2. Click 'Settings' at the top of the page
  3. Select ‘KeepSafe’ under 'Security settings'
  4. Make sure you select questions and answers that are easy to remember and easy to spell.

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.

It's important to remember:

  • We'll never ask you what your questions are.
  • We'll never ask you for the full answers to your questions.
  • You must choose questions and answers that are unique to you. Don't choose questions where the answers can be found with a simple internet search or by gaining information about you from social media.
  • Make sure you only access internet banking through the Kiwibank website.
  • The URL for our internet banking login page should always be https://www.ib.kiwibank.co.nz. If it's anything other than this, don't proceed with logging on and contact us.
  • You should never be able to type in your KeepSafe answer using your computer keyboard. KeepSafe answers should only ever be keyed in using the virtual keyboard on screen.

Common questions

What do I do if I'm having trouble using KeepSafe?

If it’s a technical issue, like not being able to enter one of the characters in your answer, try the following when using a desktop computer before trying again:

  • Push the Ctrl and F5 buttons on your keyboard at the same time.
  • Clear your cache and temporary internet files – you should be able to find this by going to your 'Tools' menu on your browser and clicking 'Clear browsing data'. Otherwise, google your browser type for instructions on how to do this.
  • Restart your computer.

If this doesn't help, contact us.

Can the answers to my KeepSafe questions include numbers and symbols?

Your KeepSafe answers can include alpha-numeric characters e.g. A,B,C... and 1, 2, 3... You can also have multiple word answers e.g. Lower Hutt. You won't be able to use the following symbols # - *.

Why is KeepSafe on the login page instead of when I’m making transactions?

At Kiwibank, we believe your privacy is important. That’s why we’ve placed spyware protection at the front door, rather than letting offenders wander through your accounts.

This will help to protect you from more than just unauthorised transactions. However, when making some transactions you'll be required to provide two factor authentication as an additional security measure.

Do I need to worry about all the other security stuff?

We recommend you continue to download updates for your operating system, and install virus and firewall protection for all internet use, not just for internet banking.

Is KeepSafe two factor authentication?

No, KeepSafe is not two factor authentication but it's an authentication tool. We provide two factor authentication when you make certain transactions and changes within internet banking and our mobile app.

Should I be worried that family members and close friends know the answers to my KeepSafe questions?

When setting up KeepSafe, we recommend choosing questions with answers that only you'll know. Never share or record your answers with anyone else including bank staff, police or family members.