Update your personal information

We take protecting you and your money seriously. You can help us do this is by ensuring that the information we hold about you is kept up to date.

Update your contact details

It's important to keep your contact information up to date so that:

  • we can contact you if we need to
  • any cards we issue to you are sent to the correct address
  • you can use multiple methods to authenticate and secure your online banking.

The easiest way to update your address, email address or phone number is through our mobile app or internet banking.

If you don't have our mobile app or internet banking you'll need to give us a call and we'll update your information for you.

Update your details in internet banking

  1. Log in to internet banking
  2. Click 'Settings'
  3. Select 'Personal details'
  4. Make your changes and save. You may receive a prompt asking you to enter an SMS one-time code that has been sent to your mobile. If you no longer have that mobile number, contact us to update your details.
  5. If you have insurance with us, you'll need to contact our insurance providers to update your details.

Update your details in our mobile app

  1. Log in to our mobile app
  2. Go to 'More'
  3. Click 'Settings'
  4. Select 'Personal details'
  5. Choose which type of details you would like to change
  6. Make your changes and save. You'll need to answer one of your KeepSafe questions to save your changes successfully
  7. If you change your mobile number within the mobile app, an SMS one-time code is sent to your new (New Zealand-only) mobile number to validate it
  8. If you don’t receive the code give us a call
  9. If you have insurance with us, please contact our insurance providers to update your details.

Update and verify your mobile number in our mobile app

  1. Log in to our mobile app
  2. Select 'More' at the bottom of your screen, then go to 'Settings'
  3. Go to 'Security'
  4. Go to 'Verify mobile'
  5. Answer your KeepSafe question
  6. Enter your New Zealand mobile number
  7. Enter the SMS one-time code sent to your mobile
  8. Your mobile number is now verified.

Update your name or gender

If you’d like to amend your name or gender on our systems, here’s how we can help.

If you use a name that doesn't match official records, we can add your preferred name to our system, but we're unable to issue formal documentation (e.g. loan documents, statements) or cards (debit or credit) in your preferred name.

If you wish to change your name

Bring ONE of the following to a branch with ID:

  • Name change certificate
  • Birth certificate*
  • Marriage certificate
  • Particulars of marriage
  • Civil union certificate
  • Supporting letter from Births, Deaths and Marriages†

*For name change only this will show your former and new names.
†For name and sex marker change.

If you wish to revert to your former name

Bring ONE of the following to a branch with ID:

  • Marriage certificate*
  • Particulars of marriage*
  • Civil union certificate.*

* These will show both your former and married names.

If you wish to amend your gender

Get in touch with us

We'll need to confirm you own the account, then we can amend your gender immediately. No additional documentation is required.

We're dedicated to ensuring our Rainbow whānau are looked after properly, and we're working on enhancing our systems to reflect how Kiwi may identify. We're putting effort into the design of our future technology to enable us to build the bank that we want to be in the future.

If you'd like more information about Te Kahukura Kāpuia, email inclusion@kiwibank.co.nz and we'll be in touch. For general enquiries, please contact us.

If you'd like to know more about how we keep your information safe you can review our Kiwibank Privacy Policy.