Help with our mobile app

It's easy to set up – just follow our step-by-step guide for our mobile app.

If you’re new to mobile banking and would like support, we can also talk you through getting set up. Please send us a request for digital banking support. We’ll then get in touch as soon as we can.

Follow the instructions on our security code page to reset your mobile app security code.

Contact us as soon as possible and we can help with this.

If you update or change your device, you can deregister your old one by following these steps.

1. Log in to our mobile app
2. Select 'More' at the bottom of your screen, then go to 'Settings'
3. Go to 'Security', then 'Manage device'
4. Select 'Deregister this device'
5. Confirm that you would like to deregister this device
6. You will be logged out and your local data will be removed.

We offer extra layers of security to double-check that it's you logging in or making a transaction, like multi-factor authentication (MFA). Find out more about the different authentication and security methods you can use to make your banking experience safer.

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 for solutions to common problems.

You can update your mobile number in our mobile app or internet banking by following these instructions.

For transactions that require further authentication, if your SMS one-time code is being sent to an old number that you no longer have access to, contact us and we'll help you make the transaction and update your mobile number.

Contact us if you have technical problems accessing your account or updating your mobile number. You'll need to provide us with your access number and the ID you used to open your account (usually your driver’s licence or passport). Please note you get five free calls per month. After this, fees may apply.

You can find your access number on the following:

• At the back of your Visa Debit Card, EFTPOS or credit card
• Mobile app under 'More' – it'll be under your name
• On most Kiwibank bank statements
• In your welcome email if you're a new customer.

Follow these instructions to update your personal details in our mobile app.

With insurance providers

If you have insurance with us, please update your contact details separately with our insurance providers.

Existing Kiwibank customers

• If you have the mobile app, log in and go to 'More', then click ‘Apply & Open’. 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 the mobile app, 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

You can join Kiwibank online, you’ll be able to open an account, but you won’t have access to your account and its services until you’ve verified your identity. The accounts you can open as part of your online application are: Free Up for individuals and Business Edge for sole traders.

You’ll be able to open other accounts in internet banking or the mobile app, once you’ve verified your identity.

You can verify your identity and address from anywhere using your smartphone, or set up an appointment and take some ID and proof of address to your nearest Kiwibank.

Moving to New Zealand?

You'll need to open an account when you arrive in New Zealand. You can start the process online.

If you'd like to close any of your Kiwibank accounts, you'll need to make sure the account has a zero balance e.g. no money in it and no overdraft being used. If there are any automatic payments going into this account from other accounts, including Kiwibank accounts, you'll need to either cancel them, or change the automatic payment to pay into a different account. The account can then be closed.

How to close one of your accounts. If your account is not a joint account, you can close it easily using the mobile app.

• Choose the account you want closed
• Click 'Detail'
• Scroll down to the bottom of the screen and click 'Close account'.

If you don’t have the mobile app you'll need to call us to close your account.

How to close all of your accounts

• Send us a secure mail in your mobile app, internet banking 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 your statements from the statement vault.

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.

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 internet banking or our mobile app, or if your issue's urgent, such as a lost or stolen card, please contact us.

You can check your account balances when you log in to our app. You can also set up quick balance to get your balances at a glance without having to log in.

1. Go to 'More'
2. Click 'Settings'
3. Click 'Quick balances'
4. Choose which accounts you want to be displayed.

If you can’t see your account balance, please send us a secure mail message in our app.

You can do this easily using internet banking or our mobile app. See our step-by-step instructions to add, edit or delete a payee.

This is easy to do with internet banking or our mobile app as long as you have the recipient's account owner name and number.

See our step-by-step instructions for how to make a payment in our mobile app and internet banking.

You should be able to do this through internet banking or our mobile app – see our authority to operate page for more information. Please note that to do this, the account will need to be “one to sign” – this means that either person named on the account can make a change to it.

You can make payments while you're overseas through our mobile app or internet banking. However, if you pay someone new while you’re overseas, we can't guarantee you'll be able to receive SMS one-time overseas and we recommend you check with your mobile or data provider for any charges.

If you're experiencing any problems receiving your one-time code, please contact us and we'll help you make the transaction.

To help us better protect your accounts and cards while you're away, please let us know about your trip before you leave:

• Send us a secure message in internet banking or our mobile app
• Contact us

If you think your card has been lost or stolen, or if you notice dodgy transactions, you may:

• Put a temporary block on your card
• Cancel your card
• Replace your card.

If you think your card is permanently lost or stolen within or outside of New Zealand, please contact us to cancel your card immediately.

1. Go to 'Cards'
2. Choose the 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.

See our mobile app guides for a step-by-step video.

Visa Debit Card or EFTPOS card

1. Login to the mobile app
2. Go to 'Cards'
3. Click 'Order new everyday card'
4. Choose either 'Visa Debit Card or 'EFTPOS card'
5. Fill in your details
6. Hit 'Order card'.

You'll be able to select a PIN for your card and choose what accounts you'd like your card linked to. You can select up to two accounts for a card to be linked to. See our mobile app guides for a step-by-step video.

Your new Visa Debit Card or EFTPOS card will be mailed out to you and should arrive within one to two weeks. If you need to get help in the meantime, please visit your nearest branch.

Credit card

1. Go to 'Cards'
2. Click 'Apply for a credit card'
3. Complete the application form.

Once you submit the form, we'll process your application and send you an email to let you know if your application has been approved.

You can only cancel your Visa Debit Card or EFTPOS card using the mobile app.

1. Go to 'Cards'
2. Choose the card you want to cancel
3. Select 'Cancel'
4. Confirm your details are correct, then cancel your card.

If you want to cancel your credit card, ordering a replacement card using the mobile app will automatically cancel your existing card. If you'd like to permanently cancel your credit card, please give us a call.

1. Go to 'Cards'
2. Choose the card you want to replace
3. Click 'Replace this card'
4. Confirm the delivery address is correct and select the reason for replacement.
5. Once you confirm your details are correct including your postal address, click submit.

Your old card will be cancelled and a replacement card will be mailed to you. If you need to get help in the meantime, please visit your nearest branch.

To set or change a PIN on your Visa Debit Card, EFTPOS or credit card:

1. Log in to the mobile app
2. Go to ‘Cards’
3. Choose the card you want to add the PIN on
4. Select ‘Set/Change PIN’
5. Enter your new PIN
6. Re-enter your new PIN (to confirm it).

It's easy to select the cards you'd like to add to Apple Pay using the Kiwibank Mobile App. Our Apple Pay support page has guides, videos, and you'll also find answers to frequently asked questions.

Using the Kiwibank Mobile App you can choose the cards you want to set up for Google Pay. See our Google Pay support page to learn more about getting started.

1. Go to 'Pay & transfer'
2. Click 'Make a home loan payment'
3. Choose the account you want to make the repayment to come from
4. Choose the applicable home loan
5. Enter the amount required
6. Enter any statement details (optional)
7. Click 'Make payment'
8. Before confirming the payment, you'll be prompted with a message giving you the ability to change the details if needed
9. If no details need changing, click 'Proceed anyway'.

You're unable to make a lump sum payment that's higher than your current loan balance and there's no minimum amount you must enter.

1. Go to 'More'
2. Go to 'Apply & Open' on the main side menu bar
3. Select 'Term Deposit' from the list
4. Fill in your details and press confirm and open.

You can deposit any amount from $1,000 to $1 million in New Zealand dollars. The funds must be available in your Kiwibank account to set up the deposit.

We'll send you a confirmation that the deposit has been set up and will contact you before your investment matures. For amounts higher than $1 million, you’ll need to contact us or visit your nearest Kiwibank.

When the term is up, you can set it up so your original deposit and the interest you’ve earned is automatically reinvested, or you can have it all paid out into your chosen bank account. If you haven't already set your interest to pay out during the term, you can change your instructions about what you'd like to do in the mobile app.

1. Select the 'Term Deposit' on the 'Accounts' page
2. Click the 'Detail' tab
3. Select 'Change maturity details'
4. You'll have the following options:
   1. change to pay out the interest at maturity to a New Zealand dollar bank account
   2. change to pay out the full Term Deposit at maturity to a New Zealand dollar bank account
   3. reinvest the Term Deposit with or without the interest previous terms interest by choosing the term you want to reinvest it at.

If you choose to reinvest at maturity, the Term Deposit will reinvest for the selected term at the rate on the day of maturity.