How we protect you from fraud & scams

Extra layers of security for your accounts & transactions

Strong passwords help to protect your accounts, but they're not always enough. We've added extra layers of security to double-check it's you logging in or making a transaction in our mobile app or internet banking, like multi-factor authentication (MFA).

This includes:

• biometric login (face ID or fingerprint)
• SMS one-time codes
• 3D Secure (Verified by Visa) for some online card payments.

Safer payment checks

To meet new scam protection commitments under the Code of Banking Practice, we’re adding extra protection to your digital payments. This is to help you — and us — spot scams before money leaves your account.

For some payments, you may be asked for a payment purpose so we can show you the right scam-prevention tips. If something looks unusual, we’ll let you know or, in some cases, decline the payment to keep you safe.

Learn more about how we're making your payments safer.

Confirmation of Payee

Confirmation of Payee checks if the account owner's name matches the account number of the person or business you're paying. This helps make sure you're paying the right person or business and adds an extra layer of protection against scams and fraud.

If the check returns 'Not a match', it's important to verify the payee's details and identity. If you continue with the payment, you may send money to the wrong place, which may not be recoverable.

This service applies to payments between New Zealand banks when using our mobile app or internet banking. It isn't available for international payments, business-to-business transactions, phone payments and in-branch transfers.

Learn more about Confirmation of Payee.

Working with other banks to stop scammers

Scammers often move money quickly between banks. When we identify scam activity, we share scam account information with other New Zealand banks to help prevent further harm.

This can include stopping payments and freezing or closing accounts used to move stolen money where appropriate.

Reporting a scam quickly gives us the best chance of working with other banks to try to recover money.

Other online banking features

• Temporary card blocks: If you notice suspicious transactions or misplace your card, you can use the mobile app or internet banking to put a temporary block on cards.
• Locking access to online banking: If your online banking password is entered incorrectly three times, access will be blocked. This prevents anyone from making multiple attempts to guess your password. To unblock your account, you'll need to reset your password.
• No caching on online banking platform: Other people can't use your computer to view your bank account details by clicking the browser back button.
• High-risk transaction checks: We may block a payment if we believe there's a risk of fraud.
• Digital certificates: We use digital certificates to verify you're connected to our official online banking website. These certificates confirm all communication between you and Kiwibank is encrypted and secure. Encryption is a mathematical method of coding information.

Internet banking guarantee

If you're the victim of unauthorised activity on your accounts within our mobile app or internet banking, we'll reimburse any money you've lost, as long as you haven’t acted dishonestly or negligently and have taken reasonable steps to protect your banking.

Learn more about our internet banking guarantee.