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.

Reset your account details

Reset 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.

Reset 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.

Reset registered mobile number

You can update your mobile number via internet banking or the mobile app.

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

  • Click 'Join Kiwibank' to get set up as a customer and open a number of different transactional and savings accounts. Once completed, you can download our mobile app and enjoy limited access. It'll also provide you with internet banking access immediately.
  • You'll need to either call or visit us in branch to verify your ID. Once this is done, you’ll be able to open different types of accounts within the app.
  • You can also give us a call, and they'll get you set up with the right accounts. They can also ID you and set up all your services (like internet banking).

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 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 no longer require all of your accounts, you can send us a secure mail in your mobile app 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 the mobile app, you can close it using internet banking or 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 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.

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.