If you need more information about setting up or using internet banking, you’ll find answers to frequently asked questions here.
If you verified your mobile number with us, you can reset your password online. We’ll text you a code to enter in as a temporary password – and you’ll need to be able to answer your KeepSafe questions.
If you haven’t registered your mobile number yet, call us with your access number and the ID you used when you opened your account (usually your driver’s licence or passport). Once we've verified your identity, we’ll give you a temporary password over the phone. Once you log in, you’ll be prompted to change this password.
While you’re on the phone, don't forget to verify your mobile number with us so you can reset your password yourself in the future.
You’ll need to call us to reset your KeepSafe questions. Make sure you choose questions with answers that are easy to remember and easy to spell.
If you’re having technical issues with your KeepSafe, check out our trouble shooting guide that steps you through some solutions to common problems.
You can update your mobile number via internet banking or the mobile app.
For transactions that require two factor authentication, if your one-time PIN is being sent to an old number which you no longer have access to, please call us on 0800 113 355 or +64 4 473 1133 when you're overseas. We'll help you make the transaction and update your mobile number.
Please note you only get five free calls per month. After this, fees may apply.
With insurance or personal loan providers
If you have insurance or a personal loan, you'll need to update your contact details separately with our insurance and personal loan providers.
Existing Kiwibank customers
New to Kiwibank
Moving to New Zealand?
If you’re looking to move to New Zealand, check out this page to understand all the requirements for opening an account while you’re overseas. Please ensure you complete the form correctly and send us all the required documentation.
There are a couple of very important things to note:
All the accounts you want closed will need to have a zero balance (e.g. no money in it or in overdraft) and no fees owing. We can then close it for you straight away.
We hate to see our customers leave and we appreciate knowing why you have closed your accounts. If you have feedback, positive or negative, we really would like to hear it.
If you're a Kiwibank customer and the matter isn’t urgent, you can log in to internet banking or our mobile app and send us a secure mail.
If you don’t have internet banking or if your issue is urgent, such as a lost or stolen card, please call us on +64 4 473 1133.
You’ll find all your bank statements held in your statement vault in internet banking. If you look on the right hand side of your screen, you’ll see a link to your statement vault. This will take you to a screen where you can select which statement you would like to download.
When you log in to internet banking, you'll be able to view your account balance on the 'Accounts' page. If you can’t see your balances, please send a secure mail message.
To activate your credit card in internet banking:
If your new card is replacing a damaged or expired card, your existing PIN will be preloaded. Your new credit card can be activated by making a purchase at a store using your PIN.
If you don't have internet banking, you'll have to call us or pop into your nearest branch.
To apply for an EFTPOS or Visa Debit card:
Ordering through internet banking means you’ll be able to load the card with a PIN (to save a trip to the branch) and select what accounts you would like the card linked to. You can select up to two accounts for a card to be linked to. Please check to ensure your postal address is correct.
Once you confirm your details are correct, including your postal address, you can submit your order. Your new EFTPOS card will be mailed out to you and should arrive within 1 – 2 weeks. If you need your card earlier, pop into your nearest branch.
To cancel your EFTPOS or Visa debit card
To order a replacement card:
Once you confirm your details are correct, including your postal address, you can submit your order. Your old EFTPOS card will be cancelled and a replacement EFTPOS card will be mailed to you within 7 business days. If you need your card earlier, pop into your nearest branch.