Card fraud

Card fraud is when someone obtains your card information for fraudulent use. Here are the most common ways criminals get their hands on your card data, and how you can protect yourself.

Card fraud covers a range of unauthorised transactions which can involve use of your physical card, or misuse of your card details such as your card number, PIN, expiry date or CVV.

Scammers can obtain card data in a range of ways such as a third-party data breaches, tampered ATM or EFTPOS machines, or malicious software on a computer systems where your card details have been entered.

Kiwibank monitors card activity to identify scams around the clock, but it's important to monitor your own card accounts. If you notice any suspicious transactions, you can put a temporary block on your card via the mobile app or internet banking, and let us know immediately.

How you can protect yourself

To minimise your risk of card fraud, there are a number of ways to make sure your ATM/EFTPOS debit and credit cards stay as secure as possible.

Card management

  • Keep your contact details up-to-date so we can let you know if we notice anything suspicious.
  • Don’t let your card out of your sight – if a retailer needs to swipe your card, make sure they give it back to you straight away.
  • If you have any doubts about the security of an ATM, retailer or website – don’t use it!
  • Read the terms and conditions of any website before making an online purchase and look for hidden charges.
  • Never give your card details to someone over the phone unless you initiated the call and you know the company is reputable.
  • Check your statements for any transactions that you don’t recognise.
  • If you've misplaced or lost your credit card, you can put a temporary block on your card using the mobile app or via internet banking. The block can be removed at any time within the app or internet banking.
  • If your EFTPOS, Visa Debit or credit card has been lost, stolen or someone has discovered your PIN, call us and we’ll cancel your card immediately. Alternatively, you can cancel it and order a replacement card using the mobile app. EFTPOS and Visa Debit Cards can also be cancelled via internet banking.

PIN safety

  • Memorise your PIN number – don’t write it down anywhere and don’t disclose it to anyone.
  • Take extra care when keying in your PIN to make sure no one else can see it.
  • Use different PINs for different cards.
  • Don't tell anyone your PIN, or give your card to anyone (including family members, the police or bank staff).
  • You can use our mobile app or internet banking to change your PIN if you think someone knows your current PIN.

When you're travelling overseas

  • Let us know you're travelling

    Let us know where you'll be travelling, for how long, and how we can contact you while you're away. Do this quickly and easily using the mobile app or internet banking.

  • Choose ATMs wisely

    Try to use ATMs that are attached to banks. Never use ATMs or EFTPOS terminals that look like they may have been tampered with.

  • Keep hold of your card

    If you can, never let your card out of your sight. Consider staying with restaurant and retail staff when they take your card for payment. Alternatively, you could use a mobile wallet or pay with cash.

24/7 protection for your cards

We have a dedicated Customer Protection Team that monitors activity on all cards 24 hours a day, every day of the year. If we notice any unusual spending on your card, we'll try to contact you to make sure it's you spending your money.

If we can't get in touch with you and we believe there's a high chance of fraud, we may temporarily block your card to stop any more transactions until we can speak to you.

Even with these measures in place, fraud can sometimes still occur. It’s important to monitor your card activity and let us know immediately if you see something that doesn’t look right.

Helpful resources

What to do if you've been scammed

Anyone can fall for a scam. If you suspect that you've been scammed, get in touch with us as soon as possible.

Block your card

If you notice any suspicious transactions, you can put a temporary block on your card via the mobile app or internet banking.

Report suspicious activity

Forward unusual emails, that look like they might be from us, to suspicious.email@kiwibank.co.nz. Forward unusual texts to 7726.