Help with internet banking

It's easy to set up – just follow our step-by-step guide for internet banking.

If you’re new to internet banking and would like support, we can also talk you through getting set up. Please send us a request for digital banking support. We’ll then get in touch as soon as we can.

• If you've verified your mobile number with us, you can reset your password online through internet banking. 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 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.
• If you're using the app, select Login Help, then Reset Password. After you enter your access number and mobile number, we'll send you a code that you can use to reset your password.

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. If you’d like to update your mobile number on internet banking, or are having technical problems with accessing your account, simply call us on 0800 11 33 55 or +64 4 473 1133 from overseas. We’ll need you to provide us with your access number and the ID you used when opening your account, which is usually your driver’s licence or passport.

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.

• You can find your access number on most statements from us or on the mobile app on the side menu bar (under your name, at the top).
• If you have either a Visa Debit Card, credit card or EFTPOS card your name and your access number will be printed on the back of the card.
• If you're a new customer and joined via internet banking, your welcome email will have your new access number.

Simply click and re-enter your user name and password to log back in.

1. Log in to internet banking
2. Click ‘Settings’
3. Click ‘Personal Details’
4. Make your changes and hit save.

If you change your mobile number you’ll be sent a one-time PIN SMS text to the phone number you previously had to confirm the change. If you no longer have access to that number, please call us on 0800 113 355 or +64 4 473 1133 if you're overseas, and we'll help you make the transaction and update your mobile number. Please note, you’ll need a New Zealand mobile number to receive our two factor authentication SMS texts.

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

• If you have internet banking or the mobile app, login and click on the ‘Apply & Open’ icon at the top of the page. This is the easiest and most straightforward way to open new accounts, and for most types of accounts, you can use them straight away.
• If you don’t have them, the easiest way to get new accounts is to give us a call and get access to internet banking.
• If you prefer to bank in person, you can either give us a call or visit a branch.

New to Kiwibank

• You can join Kiwibank online, you’ll be able to open an account, but you won’t have access to your account and its services until you’ve verified your identity. The accounts you can open as part of your online application are: Free Up for individuals and Business Edge for sole traders.
• You’ll be able to open other accounts in internet banking or the mobile app, once you’re verified your identity.
• To verify your identity and address, you can do this online using your smartphone, using your RealMe account, if you have one, or set up an appointment and take some ID and proof of address to your nearest 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:

• If you‘re not intending to come to New Zealand within the next six months, we won’t be able to open an account for you.
• While we can open an account and accept funds into that account, you’ll be unable to withdraw any deposits until you arrive in New Zealand and have your identity documents sighted.

If you'd like to close any of your Kiwibank accounts, you'll need to make sure the account has a zero balance e.g. no money in it and no overdraft being used. If there are any automatic payments going into this account from other accounts, including Kiwibank accounts, you'll need to either cancel them, or change the automatic payment to pay into a different account. The account can then be closed.

• If you no longer require one or all of your accounts, you can either send us a secure mail in internet banking, close the account using our mobile app, or give us a call. If you choose to close all your accounts, we‘ll remove your internet banking access so we encourage you to download any statements from the statement vault.
• If you don’t have internet banking, you can call us.

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.

See how you can check your account balances using our step-by-step guides for internet banking (PDF 3.8 MB) and our mobile app (PDF 2.3 MB). If you can’t see your balances, please send a secure mail message.

We thought it would be most useful to have this functionality on mobile first, but in the future we may look at adding it to internet banking. If you're unable to use the mobile app, just send us a secure mail through your internet banking.

You can do this easily using internet banking or our mobile app. See our step-by-step guide on how to pay someone using internet banking or our mobile app (PDF 2.5 MB).

Changing or cancelling an automatic payment is easy to do through internet banking. Follow our step-by-step guide.

This is easy to do with internet banking or our mobile app as long as you have the recipient's account number. See our simple step-by-step instructions on how to make payments and transfer funds using internet banking or our mobile app.

Internet banking is the best way to transfer money from another bank into your Kiwibank account. We process these payments regularly between 9am and midnight every day. See our step-by-step guide on how to make online payments and transfers.

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 146.3 KB) and email it to supportTT@kiwibank.co.nz.

Find out more about sending money overseas

Yes, you can make payments while you're overseas on your mobile app or within internet banking. However, if you're making a payment to someone new while you’re overseas, we can't guarantee you’ll receive the one-time PIN via SMS. If you're able to receive a SMS from us from overseas, there could be charges to receive it, please check with your provider. If you're experiencing any problems receiving your one-time PIN, please call us 0800 113 355 or +64 4 473 1133 if you're overseas and we'll help you make the transaction.

You should contact us prior to leaving New Zealand so we can better protect your accounts and cards while you're away. You can:

• Notify us via internet banking – go to 'Settings', then select 'Overseas Travel Notice'
• Send us a secure message within internet banking or the mobile app
• Call +64 4 473 1133

If you’re able to access Kiwibank 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

Internet banking is easy to set up from the comfort of your home. See our step by step guide to help you get up and running (PDF 2.4 MB), as well as to make payments (PDF 2.1 MB).

All you need is an online bank account statement, which you can download easily through internet banking. Just click on the statement vault button on the right side of your internet banking screen, then select the statements you’d like to download.

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.

You can pay your credit card bill online by using internet banking. Our step by step support guides can help you set this up.

You can pay your tax (any tax type) to the IRD by selecting “Pay tax” under the “Pay & Transfer” page. You will need to put in your IRD number and select the relevant tax type from the drop-down menu that appears.

Every online shop you visit will have a payment page where you can enter your card details. Before entering anything, make sure it has a locked padlock icon in the browser before the website address. This lets you know that you’re on a secure site.

We also suggest you check your account regularly to ensure the correct amounts are going out at the right time.

Find out more about staying safe when making payments online

If your card already has a PIN

If you’ve been sent a replacement card due to your other card expiring, getting damaged, lost or stolen, and you had a PIN loaded on that card, then your existing PIN will be transferred to your replacement card.

To activate your card:

• Log in to internet banking, click on your card, then 'Additional options & details', then select ‘Activate your card’ next to 'Card Status'.
• Or use your card in any store, by inserting your new card into the eftpos machine and entering your current PIN. You’ll now be able to use your card for all types of transactions.

If your card doesn’t have a PIN

If your card is brand new, or if you’ve switched from one card type to another e.g. from a Zero Visa to an Airpoints Platinum Visa, or you didn’t have a PIN on your old card, then your new card won’t come with a PIN.

To activate your card:

• Log into internet banking, go to 'Cards', click on your card, select 'Set/Change PIN', then enter your new PIN, and re-enter your new PIN (to confirm it).
• Activate your card without adding a PIN - log into internet banking, click on your card, then 'Additional options & details', then select ‘Activate your card’ next to 'Card Status'.
  • You’ll be able to use your card for shopping online and you can still use your card in-store without a PIN – you’ll just have to sign for the payment rather than entering your PIN. Once you’ve made a purchase in-store by signing for it, and the transaction is approved, you'll be able to make contactless payments.
  • You won’t be able to use your card in an ATM without a PIN.

If you don’t have internet banking, you’ll have to call us or visit your nearest Kiwibank.

To temporarily block or to unblock a credit card:

1. Log in to Internet Banking. After logging in you should be on the 'Accounts' page
2. Click the credit card you want to block or unblock
3. Beside the heading 'Manage your card' click 'Block this card' or 'Unblock this card'
4. You'll see a pop up confirmation screen
5. If you're happy to proceed, click 'Block card' to confirm or 'Yes' for unblock.

Putting a block on your card will stop any new transactions being made. This is a temporary block and it can be removed at any time within internet banking or by using the mobile app.

This functionality isn't available for business credit cards.

To apply for a Visa Debit Card or an EFTPOS card:

1. Log in to internet banking
2. Click ‘Apply & Open'
3. Choose cards and select the card you want to open
4. Fill in your details and create a PIN.

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.

See our internet banking guides for a step-by-step video on how to order a new Visa Debit Card.

To cancel your Visa Debit Card or EFTPOS card:

1. Log in to internet banking
2. Click ‘Settings’
3. About half way down the page, click 'Cancel a card'
4. Select which card you would like to cancel from the drop-down list – please be careful to cancel the correct card.

The option to order a replacement Visa Debit Card or EFTPOS card isn't available through internet banking. You can do this using our mobile app or visit your nearest branch.

To set or change the PIN on your Visa Debit Card, credit card or EFTPOS card:

1. Log in to internet banking
2. Go to ‘Cards’
3. Choose the card you want to add the PIN on
4. Select ‘Set/Change PIN’
5. Enter your new PIN
6. Re-enter your new PIN (to confirm it).