Extra protection when you buy online

When you buy at some online retailers, you might now see an extra screen while the purchase is processing – this is Kiwibank checking the transaction to make sure it’s safe. If you buy something that seems out of character for you (like 30 pairs of shoes at once - unless that’s just how you roll), we’ll add an extra step to your purchase to make sure you’re you.

How it works

You’ll see another screen after you enter your card details, where we’ll ask you a couple of questions - these will be things you already know, but a stranger wouldn’t be able to guess. If you can’t answer the questions correctly, your purchase will be declined and your card will be locked for purchases – you’ll need to contact us to unlock your card.

Chip cards

All new Kiwibank Credit Cards and Visa Debit Cards now have microchip technology. This means your card has a Chip that makes it harder for people to copy your card – so you’re better protected against fraud.

How they work

  • Insert your card into the terminal – the Chip (it’s silver or gold and on the left–hand side of your card) goes in first.

  • Leave your card in the terminal until the transaction is complete – otherwise you’ll get an error and have to start again.

  • Follow the prompts on the screen, then enter your PIN or sign as usual.

  • Remove your card once the transaction is accepted.

  • If the terminal doesn't allow you to insert your Chip card, just swipe the magnetic strip instead.

Why it’s safer

Having a chip on your card gives you added protection against fraud.

You don't have to have a PIN on your chip credit card, but it’s safer if you do – and without one, you can't use your card at an ATM here (in New Zealand) or overseas. You can get a PIN on your card by taking photo ID into your local Kiwibank.

As always, your card is protected, – so you’re not liable for any unauthorised fraudulent transactions. If you think your card has been used without your authorisation, call us as soon as possible on 0800 521 521 (or 0800 601 601 if you’re a business banking customer).

Going overseas?

Every country has different technology, so you may be prompted to insert your Chip, tap your card or swipe it. Any way you pay, your purchase will be processed the same.