We’ve got a range of initiatives to support you or your business, if you’ve been financially impacted by COVID-19, We also have guides to help you bank from home. For all other updates, see our COVID-19 page.
All our branches have returned to normal trading hours. See our latest branch updates for more information.
See what other people are asking and add your own questions. We’ll share an answer here as quickly as possible.
Q. How do I use my new credit card if it didn't come loaded with a PIN?"
A. It's possible to use your card without a PIN. You can use it for things like online shopping or signing for purchases in shops. Once you’ve made your first purchase in a shop by signing, and the transaction is approved, you should then be able to make contactless payments. Unfortunately, you can’t use your card at an ATM without a PIN though.
Q. What options are available to me for repaying my credit card balance?"
A. Times are tough enough, we don’t want customers feeling unnecessary stress if they’re struggling to make Kiwibank Credit Card repayments. If you need support, we’re happy to help you make a payment plan, or we can look at moving you to a lower rate credit card.
It’s also worth looking into if you have credit card repayment insurance. You can see if you have this cover by looking in the insurance section of our mobile app or internet banking. If so, it may be able to help you make repayments.
Kiwibank’s Simon Hofmann (Chief Marketing Officer) & Geoff Ireland (Credit Card Product Manager) answer the questions customers are asking us about their EFTPOS, Visa Debit or credit cards.
Please note that this live Q&A session, streamed via Facebook, has now finished.
Q. Is it possible to freeze my credit card interest if I can't pay off my credit card during this time?"
A. We have a dedicated team managing hardship requests. If you need assistance with regard to any Kiwibank product, please complete our personal support form. We’re fully committed to working with our customers to find solutions that suit their individual circumstances.
Q. Can I apply and receive a new credit card or Visa Debit card during the COVID-19 pandemic?"
A. Yes, you can. Our cards are made locally in Auckland and will continue to be produced then sent to customers during the pandemic. The delivery of our credit and debit cards isn't impacted, so you’ll still receive your card.
Apply for a credit card or a Visa Debit card
In relation to superseding, you can only have one Visa Debit card attached to an account at a time. So in order to get a new one, you’d need to cancel the one you currently have. The only fee attached to a Visa Debit card is the annual fee of $10, which is waived for the first year. There may also be a $15 replacement card fee, depending on the reason for replacement.
Q. How do I get a new or a replacement EFTPOS or Visa Debit card?"
A. See how you can apply for a new or a replacement EFTPOS or Visa Debit card through internet banking or our mobile app.
Q. How can I activate my new credit card?"
A. You can activate your credit card easily yourself on internet banking. You can also do it over the phone – just call 0800 521 521 and quote ‘activate my credit card’. Please note that card activation isn’t available in the mobile app.
If you’ve only just been approved for a new credit card, it won’t have a PIN yet, but it's possible to use your card without one after it’s been activated. There's no time limit on activating your card.
It’s easy to activate your Visa credit card using internet banking. You can find all you need to know by scrolling down to ‘when your card arrives’ on our moving to Visa page. If you need more time to get your Visa credit card activated, then please call us on 0800 528 472 and we can change the date that your Mastercard stops working.
Q. How can I pay off my credit card balance online?"
A. You can make a credit card payment through internet banking or our mobile app. If you don’t have either of these set up, see our step-by-step guides for internet banking or our mobile app to help you get started. You can also make a credit card payment through phone banking.
Q. How can I load a PIN onto my card?"
A. The best way to load or change your PIN is at a branch. See the latest updates on our branches.
Q. Can I change my card PIN number via the mobile app?"
A. Unfortunately you can’t do this at the moment. We’re looking into ways we can allow customers to change their PIN on the mobile app, but are still some way off.
Q. How can I cancel my EFTPOS or Visa Debit card?"
A. See how you can cancel your EFTPOS or Visa Debit card using internet banking or mobile app.
Q. My EFTPOS card doesn't have an expiry date printed on it. How do I find out when it expires?"
A. Every ATM and Visa Debit card we issue should have an expiry date on it. Please take a photo of your card and send it to us through secure mail on internet banking, so we can take a look and work out what the problem is.
Q. I've had refunds credited to my credit card, so my card balance is now in credit. Can I transfer the balance to another account without incurring fees?"
A. You won’t be charged any fees if you make the transfer through internet banking or on our mobile app. Plus, as long as you don’t let your account go below zero, you won’t be charged any interest.
Q. How do I link accounts to my debit card?"
A. It's easy to link a new account to your debit card in internet banking or our mobile app. Simply log in to your account, select "Cards" from the menu, then choose the card you‘d like to link the account to.
Q. Can I pay my credit card account using a cheque?"
A. Kiwibank went cheque-free from 28 February 2020, so unfortunately you can no longer pay your credit card by cheque. We’re happy to help you find other suitable ways to pay, but before giving us a call please check out all your options.
Q. When will we be able to temporarily block debit cards? We can block credit cards but not debit cards."
A. Unfortunately, this isn't something that can be done at the moment. We agree that it would be useful and will be looking to roll it out in the coming year.
Q. Does Kiwibank have contactless payments?"
A. Yes, all Kiwibank Visa Debit and credit cards come with contactless functionality. For payments of less than $200 in New Zealand, you can tap your credit or debit card and complete a purchase in seconds. For transactions worth more than $200, you'll need a PIN or signature.
Q. Can I make contactless payments on my Kiwibank Eftpos card?"
A. Unfortunately there is no contactless functionality on an Eftpos card. If you would like to make contactless payments, you may want to consider the Kiwibank Visa Debit Card. You can order a Visa Debit Card and select your PIN online, with no need to visit a branch or call us. For payments of less than $200 in New Zealand, you would then be able to tap your Visa Debit Card and complete a purchase in seconds.
Q. How can I put a hold on my credit card?"
A. Putting a temporary block on your credit card is easy to do though our mobile app. Simply go to ‘Cards’ in the main menu, select the card you’d like to block, then choose ‘Block transactions on this card’. You can unblock the card the same way if you'd like to start using it again.
Q. Can I transfer money from my Kiwibank credit card into an account at another bank?"
A. Unfortunately not, you can only transfer funds from your Kiwibank Credit Card to a Kiwibank transactional account. This type of transaction is called a Cash Advance.
Q. Can you deposit cash into your Kiwibank credit card account at a smart ATM?"
A. Unfortunately not. This is because our smart ATMs only allow deposits into transactional accounts linked to Kiwibank ATM/EFTPOS cards or Visa Debit cards.
Q. Are Kiwibank considering reducing credit card interest rates during the COVID-19 pandemic?"
A. We reviewed Kiwibank Credit Card interest rates in July last year, and as a result we reduced the interest rates for our Zero Visa and Platinum Visa, as well as taking a leading position by offering 9.95% p.a. on our Low Rate card to give customers a low interest rate option. We're currently focussed on supporting customers through their challenges caused by COVID-19.
If you do wish to swap to a low interest rate card, please call 0800 521 521 and quote ‘switch my credit card’.
Q. If a company has issued a refund to a cancelled credit card, can I still get my credit back?"
A. Yes, you can. If we can see that the refund has been credited to a card you've cancelled because it was lost or stolen, then we can easily move it to your active card. If you've closed your Kiwibank Credit Card account, then we can organise for the refund to be transferred to a transactional bank account. Give us a call on 0800 521 521 to discuss.
Q. Is it safe to provide your card information over the phone to buy something?"
A. You should never give your card details out over the phone, unless you initiated the call and know the company is reputable. If you have any doubts about security, especially over the internet, then don’t offer this information.
Q. How do I know if my bank card has payWave?"
A. All Kiwibank Visa Debit and credit cards come with payWave functionality, which can be an extremely useful feature given the current situation with COVID-19. You'll be able to use it anywhere you see the Visa payWave logo and contactless symbol.
Q. Where do I find my account number and reference details to pay off my Kiwibank Credit Card from an account with another bank?"
A. If you can't find Kiwibank Credit Card as a payee option, you can still make a payment from another bank's payments section in internet banking.
You'll need to use the following details:
Please note that a credit card payment can take up to two to three business days to process. Also, it's not possible to pay your credit card directly from an overseas bank, instead you need to put money into a New Zealand bank account and then transfer it to your card.
Q. With my Airpoints credit card, what coverage do I have for cancelled flights with the automatic travel insurance on travel purchased with this card?"
A. Please direct queries regarding travel insurance to Tower Insurance on 0800 845 010.
Q. We joined Kiwibank last year and haven't received Airpoints Dollars from our Visa spending. When will we get them?"
A. Please send us a message via secure mail in internet banking with your Airpoints number or access number so we can look into this for you.
Q. My new credit card is rejecting the PIN that it came with - what can I do?"
A. We're sorry to hear you're having trouble with your new card. For help, please give us a call on 0800 528 472.
Q. Why is my Visa Debit card not working for both online purchases and over the counter, and how do I fix this?"
A. To ensure you have activated your card, you should perform a chip and pin transaction. To do this, simply insert the card into a terminal and use your normal PIN. This activates the card for a card not present (online) or paypass transactions (tap and go). If it's still not working after trying this, please call us on 0800 521 521.
Q. I'm using a Kiwibank card to purchase something online and the secure page has stopped me from continuing – why is this?"
A. We take protecting you against fraud extremely seriously, so there's sometimes increased security on transactions made online. This particular method has an extra step that involves sending a generated code to the mobile phone you have linked to the account. When you receive the code, simply key it in to complete your purchase.
Q. Can I claim for money lost when flights booked with my Kiwibank Credit Card are cancelled?"
A. Depending on the type of credit card, you may have travel insurance for international travel. Kiwibank Travel Insurance is provided by Tower Insurance, so for a definitive answer on cover we suggest calling them directly on 0800 845 010. Most airlines are offering some flexibility where travel is no longer possible while the current COVID-19 restrictions apply.
Q. Can I increase the balance on my Kiwibank Credit Card to pay another company's credit card, and what charges would I incur with Kiwibank?"
A. If you’re already a Kiwibank Credit Card customer, you can ask for a balance transfer, but you need to have enough available credit on your credit card. If you don’t have enough credit, you’ll need to apply for a credit limit increase first. You can apply for a credit limit increase in internet banking by going to your credit card account, then clicking on ‘Additional options and details’ then ‘Change your limit’. There are no fees for a balance transfer or a limit increase.
Q. I'm waiting on the delivery of my new ATM/EFTPOS card. Can I find out the account number before it arrives?"
A. Unfortunately, you can't do this before your card arrives, which usually takes one to two weeks from when you placed the order.
Q. My Visa Debit card is about to expire, do I have to request a new one or should I receive one automatically?"
A. You don't need to worry as this happens automatically. When your current Visa Debit card expires, you'll receive an exact replacement in the mail.
Q. If I'm unable pay my outstanding credit card balance by the due date, will I still be charged interest or has that been suspended during the COVID-19 pandemic?"
A. We're working hard to ensure we offer support to customers that need help during this challenging time. If you've been impacted by COVID-19, please complete our personal support form and one of our team will review it before working with you to find a solution.
Q. Can I transfer my current Kiwibank Credit Card to a balance transfer option with Kiwibank?"
A. Our balance transfer offer is only in relation to a balance transferred from a non-Kiwibank credit card or store card. If you've been impacted by COVID-19 and is struggling to pay back your credit card debt, please complete our personal support form and one of our team will review it before working with you to find a solution.
Q. How do I make credit card balance transfer without visiting a branch?"
A. As an existing cardholder, the best way to apply for a balance transfer is by is by sending us a secure mail message through internet banking. Make the subject line ‘Balance Transfer’, and tell us the name of the bank or finance company you'd like to transfer your balance from, along with the particulars, code and reference details you’ve provided for online payments e.g. your 16-digit credit card number or your customer ID number.
To process your balance transfer request correctly, we’ll need the same reference details you have set up for your online payment to your other bank's credit card or store card, the name printed on the card, and the amount you want to transfer.
Q. Are you charging late payment fees on credit card payments during the COVID-19 pandemic?"
A. We’re urging any customers who are struggling to make their credit card payments to get in touch by filling out our personal support form. This will allow us to review your situation and provide appropriate support.
If you feel a late payment fee you’ve been charged during the pandemic is unfair, please send us a secure message through internet banking and we’ll work with you to ensure this doesn't happen. We want all our customers to know that we’re here to support them through these challenging times.
Q. What should I do if I find a lost Kiwibank debit or credit card?"
A. If you find a Kiwibank card, then ideally hand it in to your nearest police station. If you're not able to do this, please destroy and dispose of the card.
Q. How can I change my credit card type? Can I do this online?"
A. If you'd like to switch to another Kiwibank Credit Card, simply call us on 0800 521 521 or complete our credit card update form (PDF 136.9 KB) and send it to us.
Q. How do I dispute a credit card payment when the goods purchased aren't supplied?"
A. You have a couple of options – either email our disputes team directly on chargeback@kiwibank.co.nz and one of our team will give you a call, or just give us a call on 0800 521 521.
Q. Are you able to send new bank cards overseas?"
A. Yes, we can send replacement cards. Find out more about the fees.
Q. If I receive a refund for a flight or travel bookings and have cancelled the card that it was paid with, can I still receive this refund?"
A. Yes, you can. If we can see that the refund has been credited to a card you've cancelled because it was lost or stolen, then we can easily move it to your active card. If you've closed your Kiwibank Credit Card account, then we can organise for the refund to be transferred to a transactional bank account. Give us a call on 0800 521 521 to discuss.
Q. What can I do if my Visa Debit card is delivered to the wrong address? "
A. If you’re unable to collect the card, please get in touch with us to cancel it and update your address. Once that’s done we’ll organise another for another card to be sent to the correct address.
Q. Is Kiwibank considering temporarily replacing rewards on Airpoints credit cards with something else?"
A. We believe Air New Zealand will be making an announcement clarifying the situation with Lounge e-Vouchers shortly. We’re not aware of any detail, but understand Air New Zealand will also contact us directly so check back here for details over the coming week.
Q. Are retailers charging a 2.2% surcharge for online and phone purchases in Alert Level 2?"
A. Each merchant will have arrangements with their own bank that relate to the processing of electronic payments. Some merchants do add a surcharge to recover these costs.
Q. Can I pay off my credit card with the Business Finance Guarantee Scheme loan?"
A. Unfortunately not, existing lending facilities can't be covered by the Business Finance Guarantee Scheme.
Q. Is Air New Zealand extending lounge e-Vouchers due to COVID-19?"
A. Please refer to the information on airnewzealand.co.nz regarding this.
Q. I'm expecting a refund for bookings, but the company can only put this refund on the card (Mastercard) that the booking was paid with. With the recent change from Mastercard to Visa, how is this being dealt with?"
A. You don't need to worry, when the refund comes through it will be applied to your new Visa card acount.
Q. Why is one of my credit card transactions in a 'hold'?"
A. A hold is a transaction type that reduces your available credit without resulting in a transaction on your account. They’re often used by merchants when you book something, like a hotel for example. Please get in touch if you’d like us to look into the specifics of your account on 0800 521 521.
Q. If I'm under 18, do I still need to apply for an IRD number to get a Visa Debit card?"
A. No, the IRD is only needed in relation to earning interest. If you're 15 or over, it’s possible get a Visa Debit card.
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 cumulative, 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. How old do I need to be to get an ATM/EFTPOS card?"
A. We can arrange ATM/EFTPOS cards for children aged ten and over, with the permission of a parent or guardian.
Learn more about the options for young savers
Q. How can I transfer funds onto a Loaded™ for Travel card?"
A. We are discontinuing Loaded™ for Travel cards from 2 June 2020, and the ability to load funds was switched off on 20 March 2020. You can find more information at loadedfortravel.co.nz. If you have any further questions, please give us a call on 0800 825 335 or email us on enquiries@loadedcard.co.nz.
Q. Do I need my Loaded™ for Travel card to be activated to get my travel balances deposited into my Kiwibank account?"
A. As this will depend on a few different factors, please contact the Loaded for Travel team on 0800 TAKEFLIGHT (825 335) or email enquiries@loadedcard.co.nz.
Q. I haven't earned any Airpoints™ dollars or status points this month on my Airpoints Visa credit card - why is this?"
A. To answer this, we’ll need to take a look at your account and work out what’s happening, so please get in touch with us on 0800 113 355 or +64 4 473 1133 from overseas.
Q. How can I view my past Mastercard transactions after my card has been switched to Visa?"
A. The transaction history will carry over to your new Visa card, so you can easily identify whether the transaction was Visa or Mastercard by looking at the last four digits of the card used.
If you ask us a question, we’ll jump on it as quickly as possible. Please don't post any personal or sensitive information as we'll share our response on this page so yourself and others can get the answers you need. Ask us below.
This is intended as general information only. It doesn't take into account your financial situation and goals and isn't personal advice. For advice about your particular circumstances, please see your financial adviser.