Help and changes to your credit card

When your circumstances change, or something goes wrong, we're here to help you with your credit card.

Lost or stolen credit card

If you think your credit card has been lost, stolen, or if you notice dodgy transactions, there are a couple things you can do:

  • Put a temporary block on your card - To block your card, log in to the mobile app, click on 'Cards', then the credit card you want to block, then slide over the ‘block transactions on this card’ tab.
  • Cancel your card - If you think your card is permanently lost or stolen, you can cancel and replace it within the mobile app. Log in to the mobile app, click on 'Cards', then the credit card you want to cancel, and choose 'Replace this card'. Once you confirm your delivery address is correct, and you select the reason for replacement, your old credit card will be cancelled and a replacement card will be mailed to you.

Disputing a transaction

If you find a transaction on your credit card statement that you didn’t make, contact the company that charged you the transaction. If they’ve made an error, they’ll reverse the charge. If they can’t help, contact us on 0800 521 521 and we’ll investigate the transaction for you.

Read more about disputing a credit or debit card transaction.

Making changes to your card

  • Changing your credit limit - You can increase or decrease your credit limit by logging into internet banking, clicking on your credit card account and going to ‘Additional options & details’.
  • Adding another cardholder or switching cards - If you'd like to switch to another Kiwibank Credit Card or would like to add another cardholder, call us on 0800 521 521 or download the credit card update form (PDF 144.2 KB).
  • Travelling overseas - If you're going overseas, let us know so we can keep a closer eye on your transactions while you’re away. Just log in to the mobile app, go into Settings, then click on 'Overseas Travel' and add your trip details.

Blocking gambling transactions

If you're wanting to take control of your money and stop spending on online gambling sites and mobile apps, we can support you. We have an optional feature that attempts to block gambling transactions made on your card, so you can keep on top of your day-to-day expenses and focus on your longer term financial goals.

Request a gambling transaction block on your card

You can request the block on your Visa credit card or Visa Debit Card by sending us a secure mail through our mobile app or internet banking, at your nearest Kiwibank, or by calling our contact centre. If you're the primary or secondary card holder on a joint credit card account, you can request the block be placed on your own individual credit card and/or an additional card holder's card.

The block can be removed whenever you like. However, it can take two working days once we've processed your request for the block to be applied or removed.