What is two factor authentication?
As the name suggests, you’ll need to provide two factors to prove you're you: something you know and something you have. This process makes it harder for fraudsters to transact on your account.
- Something you know is your password or four digit PIN.
- Something you have will be a one-time PIN that we'll send to your registered mobile number.
How it works
When you’re performing certain transactions or changes within internet banking or our mobile app, a one-time PIN will be sent to your registered New Zealand mobile number by SMS. For example, we might require this to update your personal details, create a payment to a new recipient, change a future dated payment, or create or amend a payment template.
- You'll need to enter the unique one-time PIN to authorise the transaction or change
- The one-time PIN will expire after five minutes. If you enter an expired PIN you'll be prompted with instructions to get another PIN sent to your mobile.
Common questions
You can update your mobile number via internet banking or the mobile app. Please keep in mind you'll require a valid New Zealand mobile number to receive two factor authentication SMS texts.
When you update your mobile number
- within the mobile app: a one-time PIN is sent to your new mobile number to validate it
- within internet banking: you’ll be sent a one-time PIN SMS text to the phone number you previously had, to confirm the change. If you no longer have access to that number, please call us on 0800 113 355 or +64 4 473 1133 if you're overseas, and we'll help you make the transaction and update your mobile number.
Please note you only get five free calls per month. After this, fees may apply.
If you're a business customer, please call 0800 601 601 or +64 4 803 1646 if you're overseas.
Please call us on 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction.
Please note you only get five free calls per month. After this, fees may apply.
If you're a business customer please call 0800 601 601 or +64 4 803 1646 if you're overseas.
Our SMS texts are generated from one of the following numbers 4336 or 4337. You may not have received the one-time PIN message due to:
- The mobile number we have for you is a previous mobile number. You can update your mobile number in the mobile app, or within internet banking
- You’ve blocked messages from 4336 or 4337 on your mobile phone, you’ll need to unblock these numbers to receive the one-time PIN SMS
- An issue with your mobile provider, where the message may come through from a mobile number a couple of days later.
If none of the above apply and you’re still experiencing problems receiving your one-time PIN, call us 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction.
Not at all, the one-time PIN sent via SMS is free to all New Zealand mobile numbers.
If you're looking to travel overseas, we suggest using the Kiwibank mobile app while you're away. Make sure you download and login to the app before leaving New Zealand.
Since we rely on international phone providers we can't guarantee you’ll be able to receive one-time PIN via SMS when you're overseas. If you're able to receive a SMS from us from overseas, there could be charges to receive it, please check with your provider.
If you're experiencing any problems receiving your one-time PIN, please call us 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction.
Please note you only get five free calls per month. After this, fees may apply.
Our customers' security is really important to us and we wanted to put the measures in place to give our customers one less thing to worry about.
If for some reason your one-time PIN is compromised you must get in touch with us immediately by calling 0800 113 355 or +64 4 473 1133. You should never share your one-time PIN generated through internet or mobile banking with anyone else, including bank staff, police or family members.