If you need more information about setting up or using internet banking, you’ll find answers to frequently asked questions here.
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 email us at firstname.lastname@example.org with your phone number and your access number (which you can find on the back of your EFTPOS card, Visa Debit Card, or credit card), and let us know what time of the day best suits you to talk. We’ll then get in touch as soon as we can.
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.
Simply click and re-enter your user name and password to log back in.
Generating your own statement within internet banking is easy. We've outlined the steps to do this below.
This will give you a download of your transaction history based on the filters you selected.
You can easily generate your own statement and see your transactions within internet banking by following our step-by-step instructions.
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.
If you're unable to open and print bank statements from your statement vault, please try one more time. If you continue to have trouble, please get in touch by calling us on 0800 113 355.
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.
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.
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 on business days. You might find the step-by-step guide to making online payments and transfers handy.
There are a few ways you can do this. You could visit a branch, but with our hours being limited due to COVID-19, 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.
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.
Yes, that's correct. Just make sure you use the correct year.
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.
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 temporarily block or to unblock a credit card:
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 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.
See our internet banking guides for a step-by-step video on how to order a new Visa Debit Card.
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.
You can deposit any amount from $1,000 to $1 million in New Zealand dollars. The funds must be available in your Kiwibank account to set up the deposit.
We'll send you a confirmation that the deposit has been set up and will contact you before your investment matures. For amounts higher than $1 million you’ll need to contact us - send us a SecureMail, give us a call on 0800 113 355 or visit your nearest Kiwibank.
When the term is up, you can set it up so your original deposit and the interest you’ve earned is automatically reinvested, or you can have it all paid out into your chosen bank account. If you haven't already set your interest to pay out during the term, you can change your instructions about what you'd like to do in internet banking.
If you choose to reinvest at maturity, the Term Deposit will reinvest for the selected term at the rate on the day of maturity.