For information on how the traffic light system works and the latest branch opening hours, see our branch updates page.
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.
Our internet banking security team monitors internet banking transactions. They analyse internet banking activity looking for unusual activity on our customers' accounts. You may receive a call from a member of our monitoring team to verify a payment made using internet banking. We'll never ask for your internet banking login details.
All Kiwibank customers' cards are protected by a world class tool used by our dedicated fraud prevention team. We monitor activity on all cards – ATM/EFTPOS, Visa debit and credit cards – 24 hours of every day.
If we notice any unusual spending on your card, we'll try to contact you to make sure it's you spending your money. If we can't get in touch with you and we believe there's a high chance of fraud, we may temporarily block your card to stop any more transactions until we can speak to you.
To help us protect you, please make sure we have your current contact details. You can update them in internet banking or call us on 0800 113 355.
If you're travelling overseas and planning to use any of your Kiwibank cards, please call us on:
If you let us know where you're going, the dates you're away and your overseas contact details, we'll be able to help sort out any issues with your cards quickly and easily.
FraudWatch International are the global leaders in online fraud protection services. We've enlisted the services of FraudWatch International to prevent and protect against online threats and ensure the integrity of our online services.
If your internet banking session remains inactive for more than fifteen minutes, you'll be automatically logged out. If you're using the mobile app, you'll be logged out after four minutes of inactivity. This reduces the risk of anyone else accessing your bank information if your computer or mobile phone is left unattended.
If your internet banking password and mobile app four digit PIN is entered incorrectly three times, access to your online banking will be blocked. This prevents anyone from making multiple attempts to guess your password. You can reset your Kiwibank internet banking password or four digit PIN by calling us or by visiting your nearest Kiwibank.
We use digital certificates from DigiCert that verify that you're connected to our official internet banking website. These certificates also confirm that all communication between you and Kiwibank is encrypted and therefore secure. Encryption is a mathematical method of coding information.
If you use Internet Explorer 8+ or Mozilla Firefox 20 or newer, you'll also see the address bar is green when you visit our internet banking login page. We've done this to clearly show you're visiting Kiwibank's website, and not a fake.
We recommend that you use one of our supported browsers, but if you don't, you can still confirm our Extended Validation Certificate by clicking on the padlock to the right of the address bar.