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.

Set up or reset internet banking account

How do I set up or register for 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 email us at digitaleducation@kiwibank.co.nz 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.

How do I reset my internet banking password?
  • If you 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 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.
  • 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.
How do I reset my 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.

How do I reset my registered mobile number?

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.

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.
How can I get back onto my account when I've been logged out due to inactivity?

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

Manage your account

How do I generate a statement showing my transaction history

Generating your own statement within internet banking is easy. We've outlined the steps to do this below.

  1. Log in to internet banking
  2. Click into the account you wish to see transactions for
  3. Filter your transactions to the time period you seek
  4. Click on 'search/export options'
  5. Select what type of transactions you'd like to see e.g. all deposits and withdrawals
  6. In the format dropdown select 'print friendly PDF'
  7. Click the 'Export' button.

This will give you a download of your transaction history based on the filters you selected.

Where do I find my bank statements?

July 2020 statements will be delayed. 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.

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

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.

How do I find my account balances?

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

Why can I close accounts on the app but not in internet banking?

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.

How do I add a payee to one of my accounts?

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.

How do I change an automatic payment online?

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

Make transactions

How do I make an online transfer from my Kiwibank account to someone?

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.

How can I make an online transfer from another bank to my Kiwibank account?

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.

How can I send money to an overseas bank account from my account?

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.

Find out more about sending money overseas

Can payments be made via internet banking from overseas with foreign currency accounts and is there a fee?

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

How do we pay bills if we don't have internet banking?

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, as well as to make payments.

How can I transfer money from a joint account to my everyday account?

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.

How do I pay my credit card bill online?

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

How do I set up payments for online shopping?

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

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.

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

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.

Term Deposits

How do I open a Term Deposit?
  1. Go to Investments on the Apply & Open page
  2. Select Term Deposit and click Next
  3. Begin the application and fill in your details

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.

How do I change my maturity instructions?

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.

  1. Select the Term Deposit on the 'Accounts' page
  2. Select 'Change' next to Maturity details
  3. You'll have the following options:
    1. change to pay out the interest at maturity to a New Zealand dollar bank account
    2. change to pay out the full Term Deposit at maturity to a New Zealand dollar bank account
    3. reinvest the Term Deposit with or without the interest previous terms interest by choosing the term you want to reinvest it at.

If you choose to reinvest at maturity, the Term Deposit will reinvest for the selected term at the rate on the day of maturity.

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.