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?
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?
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?
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?
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?
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?
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?
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?
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?
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?
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?