How they work
Some actions in the mobile app or internet banking require extra security, like updating your details or sending money to a new person or payee. To make sure that you’re the one making the changes or payments, a unique code is sent by text message to your verified New Zealand mobile number. Enter the code in the mobile app or internet banking to complete the transaction.
How to receive your SMS one-time codes
If you've verified your mobile number, you don't need to do anything else. You can verify your mobile number within the mobile app or internet banking. Receiving SMS one-time codes is free when you're in New Zealand.
Not receiving your SMS-one time codes
- We have an old number on file. Update your phone number using the mobile app or internet banking.
- Your mobile number is not verified. Your phone number must be verified before you can receive SMS one-time codes. Verify your mobile number within the mobile app or internet banking.
- You’ve blocked messages from Kiwibank (numbers 4336 or 4337). Unblock them to receive the code.
- You don’t have good mobile reception, or your provider might delay the message, particularly if you're overseas.
- You’re using an international phone number. Only verified New Zealand mobile numbers can receive SMS one-time codes. International numbers are not currently supported.
If you've checked the above and still aren't receiving your code, restart your phone and check your message inbox isn't full. If it still isn't working, contact us.
Keep your codes safe
- If you lose your phone or don’t have it with you, contact us to help complete your transaction.
- If your code has expired, you can request a new SMS one-time code when prompted in the mobile app or internet banking.
- If you think someone has your SMS one-time code, contact us immediately. Never share your SMS one-time codes with anyone, including Kiwibank or family.
Travelling overseas
We can't guarantee you'll be able to receive SMS one-time codes overseas.
Before you go overseas:
- Set up the mobile app.
- Check with your mobile or data provider for any charges.
- Let us know when you're going overseas by adding a travel notice.
Contact us if you need help.