Ask Kiwibank Anything

We understand that in these unprecedented times you’ll want information to help support your financial wellbeing. We set up this COVID-19 Q&A hub to answer common questions, as well as a dedicated COVID-19 page with updates and information about what financial support might be available for you or your business.

FAQs answered

General support

  • How can I do my banking during COVID-19?
  • If I lose my income, what support options are available from Kiwibank?
  • Which branches are open and what are their opening hours?

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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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KiwiSaver

  • 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?
  • Should I be changing the type of fund my KiwiSaver account is invested in?

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Accounts

  • How can I open an account during COVID-19?
  • Will I be charged fees for dipping into my savings accounts during COVID-19?
  • Is it possible for a New Zealand citizen to open a Kiwibank account from overseas?

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Investments

  • 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?
  • Can I open a new term deposit during COVID-19?

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Cards

  • What options are available to me for repaying my credit card balance?
  • Is it possible to freeze my credit card interest if I can't pay off my credit card during this time?
  • Can I apply and receive a new credit card or Visa Debit card during COVID-19?

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Personal loans

  • I'm worried about paying back my personal loan, what are my options?
  • Can I apply for a personal loan during COVID-19?
  • What is a personal loan repayment deferral, and how can I apply?

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Insurance

  • 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 COVID-19?

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