Common mobile app questions

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

Set up or reset mobile app account

How do I set up the mobile app?

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 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 mobile app PIN?

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.

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 troubleshooting 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.

Manage your account

How do I update my personal details?

Updating your personal details in our mobile app is really easy.

  1. Click ‘Settings’ on the main side menu bar
  2. Click ‘Personal Details’
  3. Choose what type of details you want changed
  4. Make your changes and hit save. You'll need to answer one of your KeepSafe questions to successfully save the change.

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

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.

To verify your ID you can either set up an appointment and take your identification documents into your nearest Kiwibank, or do it online using RealMe®.

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?

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.

  • If you no longer require one of your accounts, you can close it in your mobile app if there's only one account holder.
    • Choose the account you want closed
    • Click 'Detail'
    • Scroll down to the bottom of the screen and click 'Close account'.
  • If you don’t have the mobile app you'll need to call us to close your account.
  • If you'd like to close all of your accounts, send us a secure mail in your mobile app, 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 your statements from the statement vault.

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 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.

How do I find my account balances?

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.

  1. Go to 'Settings' on the main side menu bar
  2. Click 'Quick balances'
  3. Choose which accounts you want to be displayed.

If you can’t see your account balance, please send a secure mail message.

When will customers be able to download bank statements from the mobile app?

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.

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.

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 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.

Cards

Lost or stolen card

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.

  1. Go to 'Cards' on the main side menu bar
  2. Choose the credit card you want to block or unblock
  3. Tick or untick 'Block transactions on this card'.

If you think your card is lost for good, call us immediately.

How do I block and unblock my credit card?
  1. Go to 'Cards' on the main side menu bar
  2. Choose the credit card you want to block or unblock
  3. Tick or untick 'Block transactions on this card'.

Loading a block on your card will stop any transaction being made. The block can be removed at any time within the app.

Order a new EFTPOS or Visa debit card

To apply for an EFTPOS or Visa debit card:

  1. Go to 'Cards' on the main side menu bar
  2. Choose 'ATM/EFTPOS Card'
  3. Fill in your details and create a PIN.

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.

Cancel an EFTPOS or Visa debit card

To cancel your EFTPOS or Visa debit card:

  1. Go to 'Cards' on the main side menu bar
  2. Select 'Cancel Visa debit Card'
  3. Choose the card you want to cancel.

Once you confirm your details are correct, you can cancel your card.

Replace an EFTPOS or Visa debit card

To order a replacement card:

  1. Go to 'Cards' on the main side menu bar
  2. Select 'Replace ATM/EFTPOS Card'
  3. Fill in your details and create a PIN.

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.

Did you know?

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