Common internet banking questions

If you need more information about setting up or using internet banking, you’ll find answers to frequently asked questions here.

Reset your account details

Reset internet banking password

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.

Reset KeepSafe questions

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.

Reset registered mobile number

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.

Where can I find my access number?
  • 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 credit card, EFTPOS Card or a Visa Debit card with your name embossed on the front, 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.

Manage your account

How do I update my personal details?
  1. Log in to internet banking
  2. Click ‘Settings’
  3. Click ‘Personal Details’
  4. Make your changes and hit save. You may receive a prompt asking you 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 to update your details.

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.

How do I open an account online?

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

  • Click 'Join Kiwibank' to get set up as a customer and open a number of different transactional and savings accounts. Once completed, you can download our mobile app and enjoy limited access. It'll also provide you with internet banking access immediately.
  • You'll need to either call or visit us in branch to verify your ID. Once this is done, you’ll be able to open different types of accounts within the app.
  • You can also give us a call, and they'll get you set up with the right accounts. They can also ID you and set up all your services (like internet banking).

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.
How do I close an account?

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.

  • If you no longer require one or all of your accounts, you can either send us a secure mail in internet banking 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.

How do I contact Kiwibank from overseas?

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.

Where do I find my bank statements?

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.

How do I find my account balances?

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.

Cards

How do I activate my credit card?

To activate your credit card in internet banking:

  1. Select the credit card on the 'Accounts' page
  2. View 'Additional options & details'
  3. Against card status, select 'Activate your card'

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.

Order a new EFTPOS or Visa debit card

To apply for an EFTPOS or Visa Debit 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.

Cancel an EFTPOS or Visa debit card

To cancel your EFTPOS or Visa debit 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.
Replace an EFTPOS or Visa debit card

To order a replacement card:

  1. Log in to internet banking
  2. Click ‘Settings’
  3. Click 'Order a replacement card'
  4. Select which card you would like to replace from the drop-down list, you’ll be prompted to confirm which account you would like the card linked to, and to select a PIN number for the card (to save a trip to the branch). 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 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.

Did you know?

You can pay bills, check your balance, transfer money, ask us questions, open accounts and more using our mobile app. Find out more.