Ask Kiwibank Anything

We understand that in these unprecedented times you had questions related to your financial wellbeing, so we set up this COVID-19 Q&A hub. See answers to questions customers asked us during this time. We’ve also got a dedicated COVID-19 update page and information about what financial support might be available for you or your business.

FAQs answered

Last updated: 11:30am, 12.06.2020

General support

  • If I lose my income, what support options are available from Kiwibank?
  • How can I get money out of my account when branches are closed?
  • How can I deposit cash into my account?

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Business banking

  • How can Kiwibank help my business during this challenging time?
  • What support is available to businesses through the Government’s Finance Guarantee Scheme loan?
  • Can you help with cash pickups?

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Home loans

  • What if I can't pay my mortgage?
  • I was planning on using my KiwiSaver funds to buy a first home. I don’t have enough now for a deposit, what are my options?
  • Would you consider waiving the break fee?

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Internet banking

  • How do I reset my internet banking password?
  • Where can I find my access number?
  • How do I activate my card using internet banking?

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Mobile app

  • How do I reset my mobile app PIN?
  • How do I update my personal details?
  • How do I order a new EFTPOS or Visa debit card?

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  • Can I withdraw my KiwiSaver money?
  • I was planning on using my KiwiSaver funds to buy a first home. I don’t have enough now for a deposit, what are my options?
  • How do I find out my KiwiSaver balance?

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Accounts and international

  • How can I open an account during the COVID-19 pandemic?
  • How can I send money to an overseas bank account using my Kiwibank account?
  • Will I be charged fees for dipping into my savings accounts during the COVID-19 pandemic?

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  • My term deposit is maturing. I normally go to a branch to reinvest it, what should I do?
  • Can I get access to my term deposit before the term finishes?
  • Is it possible to withdraw funds from my Notice Saver account without giving the required notice?

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  • What options are available to me for repaying my credit card balance?
  • Can I apply and receive a new credit card or Visa Debit card during the lockdown?
  • How can I load a PIN onto my card?

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Personal loans

  • I'm worried about paying back my personal loan, what are my options?
  • Can I still apply for a personal loan during the lockdown?
  • What is a personal loan repayment deferral, and how can I apply?

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  • What overdraft options are available to me?
  • Does the Reserve Bank lowering interest rates affect my overdraft? Will you be making any changes to fees or interest rates in general?

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  • I have Life & Living Insurance with Kiwi Insurance, am I covered during COVID-19?
  • Does my Home Loan Insurance Policy cover my mortgage payments during the lockdown period?

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