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 mobile app PIN 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, 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, 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.
You can find your access number on the following:
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 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 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 identity and address, you can do this online using your smartphone, using your RealMe account, if you have one, or set up an appointment and take some ID and proof of address to your nearest 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:
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.
Loading a block on your card will stop any transaction being made. The block can be removed at any time within the app.
See our mobile app guides for a step-by-step video.
Your new EFTPOS or Visa Debit Card will be mailed out to you and should arrive within one to two weeks. If you need it earlier, please visit 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.
See our mobile app guides for a step-by-step video.
Once you submit the form, we'll process your application within one to three business days and send you an email to let you know if your application has been approved.
You can only cancel your EFTPOS or Visa Debit card using the mobile app.
If you want to cancel your credit card, ordering a replacement card using the mobile app will automatically cancel your existing card. If you'd like to permanently cancel your credit card, please give us a call.
Once you confirm your details are correct including your postal address, you can submit your order. Your old card will be cancelled and a replacement card will be mailed to you. If you need your card earlier, please visit 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 secure mail, call us 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 the mobile app.
If you choose to reinvest at maturity, the Term Deposit will reinvest for the selected term at the rate on the day of maturity.