We’ve got a range of initiatives to support you or your business, if you’ve been financially impacted by COVID-19, We also have guides to help you bank from home. For all other updates, see our COVID-19 page.
All our branches have returned to normal trading hours. See our latest branch updates for more information.
If you need more information about setting up or using our mobile app, you’ll find answers to frequently asked questions here.
It's easy to set up – just follow our step-by-step guide for our mobile app.
If you’re new to mobile 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 can reset your PIN on the app by entering your internet banking password either via the login help option, or after entering their pin three times incorrectly.
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 troubleshooting 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.
Updating your personal details in our mobile app is really easy.
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
You can join Kiwibank online, you’ll be able to open an account, but you won’t have full 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, Now or Fast Forward Saver 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.
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:
The accounts you'd like closed will all 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 an internet banking, mobile app or if your issue's urgent, such as a lost or stolen card, please call us on +64 4 473 1133.
You can check your account balances when you log in to the app, or set up quick balance to get your balances at a glance without having to login.
If you can’t see your account balance, please send a secure mail message.
In the future we’re looking at using other types of technology to communicate with our customers. So while we may never offer this, we will be introducing other new ways of getting information to you.
If your EFTPOS, Visa debit or credit card has been lost or stolen within New Zealand or overseas, please call us and we’ll cancel your card immediately.
You can also use our mobile app to block a credit card. If you find it, you can also unblock it within the app.
If you think your card is lost for good, call us immediately.
Loading a block on your card will stop any transaction being made. The block can be removed at any time within the app.
To apply for an EFTPOS or Visa debit card:
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.
Ordering through the app 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.
To cancel your EFTPOS or Visa debit card:
Once you confirm your details are correct, you can cancel your 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/Visa debit card will be cancelled and a replacement card will be mailed to you within 7 business days. If you need your card earlier, pop into your nearest branch.