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Accounts

Q. Can I join Kiwibank during the COVID-19 pandemic?"

A. Yes, you can join Kiwibank easily. However, please understand that we're currently receiving a high-volume of people wishing to join and are experiencing delays with identification. Our staff are working tirelessly to get through these as quickly as they can, so please bear with us. We look forward to you coming on board.

Q. How can I open...
An account during the COVID-19 pandemic?"

A. The best and easiest way for an existing customer to open a new account is to do this either by internet banking or on the mobile app.

An account if I don't have a New Zealand passport but am a resident?"

A. You don’t necessarily need a passport to open an account. We just need to see something that confirms details such as your name and address – find out what we need and how to go about applying. If you need to visit us, please see the latest updates on our branches.

An account as a non-resident or while living overseas?"

A. Unfortunately, as international arrivals to New Zealand are currently on hold due to COVID-19, we've had to pause all international applications to join Kiwibank. This is only temporary though, we look forward to kicking off again once the borders open. We're sorry for any inconvenience this causes.

A joint account with my partner?"

A. If you’re both already Kiwibank customers, simply fill in a new account operating authority form. To receive a form, send us a secure mail or give us a call on 0800 113 355, but please be aware that our contact centres are experiencing extremely high demand so your patience is appreciated.

A savings account for a trust?"

A. If the trust is already set up with another account type and this is just the opening of a savings account, then no new forms are required.

If you're new to Kiwibank, then an account operating authority form (sets out who can use the account) will need to be completed. Those who operate the account will also need to join Kiwibank (if not already existing customers).

An account that hasn't been used in 5 - 10 years?"

A. The first thing you’ll need to do is check that the account was definitely closed. We only close accounts in a limited number of circumstances, so it may well still be open. If it was closed, we won’t be able to reopen it, but would be happy to open a new account for you.

Q. What documentation do I need to provide when opening a new bank account?"

A. See the documents you need to verify your identity and address.

Q. How can I access my account details after being overseas for a long period of time?"

A. If you still have an ATM/EFTPOS or credit card, your access number should be on the back. Give us a call on 0800 113 355 or +64 4 473 1133 from overseas and we'll update your details and get you set up with internet banking.

Q. Is it possible for a New Zealand citizen to open a Kiwibank account from overseas?"

A. Yes, but only if you already have other accounts open with us.

Do you have a banking package specifically for teachers?

A. Yes, we feel it’s important to support teachers, so PPTA members are eligible for a special banking package with us. You can register for it here.

Q. How can I change the name of one of my accounts?"

A. If you visit one of our branches we’ll be happy to do this for you. We just need to sight the documents that show the name change e.g. a deed poll or marriage certificate. See our latest branch updates.

Q. How can I update or add an email address to my Kiwibank account?"

A. It’s easy to update your email address using internet banking. Simply log on, pop into 'Settings', and then 'Personal Details'. Once you're there just update your email address and hit save. You may be prompted to enter a one-time PIN that has been sent to your mobile; if you no longer have this mobile number you’ll need to give us a call on 0800 113 355 to update. It's also possible to update your email address by giving us a call on 0800 113 355 or +64 4 473 1133 from overseas.

Q. How can I obtain bank statements that are too old to find in internet banking?'

A. Online statements in internet banking go back seven years. If you need to go back further than this we can help with those related to lending, but not non-lending. Please get in touch with our team by calling 0800 113 355 for further assistance.

Q. Is it possible to only open a Kiwibank savings account?"

A. Yes it is, we have a range of different savings accounts.

Q. I would like to make a personal account into a joint account. What do I need to do to make this happen?"

A. If the person you want to make a joint account holder on your account is also a Kiwibank customer, give us a call on 0800 113 355 so we can talk to you both. Once we’ve identified the two of you, and you’ve both agreed to make the account a joint account, we can sort this over the phone.

Once that’s done we’ll email or post an Account Operating Authority (AOA) that will need to be signed and returned by both of you. You can choose for the account to be available to both of you right away or wait for the AOA to be signed and returned. If you choose to wait, money can go into the account, but it won’t be able to leave it until the form is returned.

If the person you want to make a joint account holder is not a Kiwibank customer you’ll need to visit a branch, preferably together, so we can set them up as a new customer. To do this they’ll need to provide us with proof of identity and proof of address. If they’re unable to visit the branch with you, you’ll need to provide their name, address and date of birth. The person you are adding will then need to visit a branch with their proof of address and ID documents at a later date.

It’s at this point that they’ll be added to your account as a joint account holder. If you are both present staff will get you to complete the AOA then and there. If only one is present, you can choose to allow both or wait until AOA is signed and returned. Again, if you choose to wait, money can go into the account, but it won’t be able to leave it until the form is returned.

Q. What is a BSB number?"

A. A BSB number is a six digit number that is unique to each bank. The first two digits represent the bank, and the next four digits indicate where the account resides.

Q. After what period of time will you deactivate an account due to inactivity?"

A. If there's no account activity across any of your accounts for 12 months, they'll be deactivated. For full details, please see our inoperative account management fee.


International & foreign exchange

Q. How can I change foreign currency to NZD during the COVID-19 pandemic?"

A. Sorry, as of 1 November 2019 we no longer sell or purchase foreign cash through branches or online. However, for any foreign cash requirements we recommend you visit travelex.co.nz.

Q. I'm transferring money from overseas to my Kiwibank account and need a 'FW' or a 'routing' number. What's this and how do I find it?"

A. This is likely to be the SWIFT code – find more details about the SWIFT code and receiving international payments. We'd also recommend checking this with your overseas bank.

Sometimes you may be asked to provide extra information, like BSB numbers, sort codes, routing codes or IBAN numbers. These are just different terms used overseas for bank, branch and account numbers. Your full Kiwibank account number, starting with ‘38’, includes all these details.

Q. How can I send money to an overseas bank account using my Kiwibank account?"

A. There are a few ways you can do this. You could visit a branch, but your best option is to use internet banking. Internet banking allows you to make both telegraphic transfers and international direct transfers. Another option is to download an International Money Transfer Request form (PDF 76.9 KB) and email it to supportTT@kiwibank.co.nz.

Find out more about sending money overseas

Q. Is it possible for incoming international students to open an account from overseas prior to their arrival?"

A. No, unfortunately this isn't possible. See how you can verify your identity and address to join Kiwibank.

Q. Can payments be made via internet banking from overseas with foreign currency accounts and is there a fee?"

A. If you’re able to access internet banking from overseas, then you can set up an international money transfer, which can be debited from a foreign currency account or NZD account. An international money transfer through internet banking will cost you $20.

Find out more about sending money overseas

Q. Are Kiwibank currently waiving the international cash transfer fee?"

A. Unfortunately we haven’t at this time, but we’ve launched a range of initiatives as part of our Kiwibank COVID-19 Relief and Resilience programme to try and support you through these difficult times.

Transactions

Q. I'm transferring money from overseas to my Kiwibank account and need a 'FW' or a 'routing' number. What's this and how do I find it?"

A. We process single payments to and from other banks hourly between 9am and midnight on business days, and if you make a payment on a weekend or public holiday it’ll go through on the next business day. Find out more about our payment processing times.

Q. How can I stop an outstanding authorisations payment that I have no knowledge of?"

A. Unfortunately, you can't do this yourself. Please give us a call on 0800 113 355 or +64 4 473 1133 from overseas and we'll work to reverse it.

Q. Is it possible to reverse an automatic payment that has already gone out?"

A. Unfortunately not. If you have more future automatic payments due to go out and you want to stop them or change the frequency of them, you can do this online.

See our our step-by-step guide on automatic payments

Q. I'd like to transfer money from another bank to a Kiwibank account but don't feel comfortable doing a large amount online. What other options do I have?"

A. In most cases you should be able get help from your other bank, you'll just need to give them your Kiwibank account number. Please contact them for assistance in the first instance.

Q. How can I transfer money from a joint account to my everyday account?"

A. You should be able to do this through internet banking or our mobile app – see our authority to operate page for more information. Please note that to do this, the account will need to be “one to sign” – this means that either person named on the account can make a change to it.

Q. Can someone who has transferred money into my account reverse the transfer later on?"

A. Sorry, this isn’t possible.

Q. What is the maximum purchase amount that I can make on my EFTPOS card?"

A. The maximum amount that you can purchase using your ATM/EFTPOS card or Visa Debit Card is $5,000 per day. This is cummulative, as in purchases in a day which add up to no more than $5K (rather than a maximum individual purchase of $5K per day).

Q. I have some uncleared funds that are meant to be put back into my account. How long does that usually take to happen?"

A. It depends on where the funds are coming from and may take up to two weeks, but is often quicker.

Q. I have paid money into a closed Kiwibank account. How can I get my money back? "

A. We can help you sort this out, please give us a call on 0800 113 355.

Q. If someone accidentally uses 002 instead of 02 when transferring money to my Kiwibank account will it still go through?"

A. Yes, don't worry, this payment will still go through.

Q. How can I allow another company to direct debit my account?"

A. If you get in contact with the company you're referring to, they’ll advise if they offer direct debit services and provide you with the appropriate form to complete. This form will contain details like the account name and number you want the direct debit to come from.

Q. I made a payment to another bank account yesterday but the money hasn't shown up, what should I do?"

A. We process payments to other banks hourly between 9am and midnight on business days. However, payments submitted on a weekend or public holiday are processed on the next business day, so if your payment was made over the weekend it will be processed on the next business week day.

Q. I have a direct debit form to lodge with you. Can I email it, instead of sending it in the post?'

A. No, all direct debit authorities should be sent to the organisation that is being paid, for example, your gym. Doing this allows them to record details in their systems before the authority is sent to the relevant bank.

Fees

Q. How can I avoid paying fees on my accounts?"

A. There are a number of things you can do to keep fees down. Read our tips to reduce bank fees.

Q. Do over 65s pay bank fees at Kiwibank?"

A. We don't charge transaction fees to people over the age of 65, but there are still service fees. Find out more about fees.

Q. Will I be charged fees for dipping into my savings accounts during the COVID-19 pandemic?"

A. This will depend on the type of account you have. If your savings account does charge fees for making withdrawals, consider switching to a different account. Find about more about fees.

Q. Why am I being charged for EFTPOS withdrawals?"

A. First, you'll have to check your account type and the transaction fees that come with it. If your account type doesn't match with the fee you've been charged, please contact us through secure banking or give us a call on 0800 113 355 or +64 4 473 1133 from overseas.

In some cases, there might be a different account that is more suited to your needs. Take a look at the different accounts we have available.

Q. Why do I get charged monthly postage fees when I get sent statements once every three months?"

A. Charges for postal statements only occur when a statement is sent, so this shouldn't be happening. Please get in touch with us via secure mail in internet banking, or phone 0800 113 355 or +64 4 473 1133 from overseas and we'll look into it for you.

Cheques

Are you issuing cashier's cheques?"

A. Sorry, but as of 28 February 2020 we no longer offer cheques. Find out more about why we made this decision.

Can we return old cheque books that are no longer required? Do we get the stamp duty back?"

A. No, there's no need to return your cheque book as the facility has been closed. However, we would recommend that you rip it up and put in the bin.

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