Common questions
Why am I not receiving my SMS one-time code?
- We might have an old number on file. Update your current number in our mobile app or internet banking.
- Check that you haven't blocked messages from Kiwibank (numbers 4336 or 4337). Unblock them to receive the code.
- Make sure you have good mobile reception. Sometimes your provider might delay the message, particularly if you're overseas.
- Only verified New Zealand mobile numbers can receive SMS one-time codes. International numbers are not currently supported.
- Your New Zealand mobile number must be verified before you can receive SMS one-time codes. You can verify your mobile number in our mobile app or internet banking.
If you've checked the above and still aren't receiving your code, restart your phone and check your message inbox isn't full. And if it still isn't working, please contact us.
My SMS one-time code has expired, what do I do?
No worries! You can request a new SMS one-time code when prompted in our mobile app or internet banking.
Do I have to use SMS one-time code for all transactions?
No, only certain transactions in our mobile app or internet banking require an SMS one-time code for extra security.
I've got a new mobile number, how do I update it?
You can update your number in our mobile app or internet banking by following these instructions. We'll send an SMS one-time code to your old number.
What if I lose my phone or don't have it with me?
Contact us for help to complete your transaction.
Is there a fee for using an SMS one-time code?
Receiving SMS one-time codes to your New Zealand mobile is free when you're in New Zealand. Please check with your mobile or data provider for any charges if you're overseas.
What if someone else gets my SMS one-time code?
Contact us immediately if you think someone has your SMS one-time code. Never share your SMS one-time codes with anyone, including Kiwibank or family.
I'm traveling overseas, can I still use SMS one-time codes?
Make sure you download and log in to our mobile app before you leave New Zealand. We can't guarantee you'll be able to receive SMS one-time codes overseas, and we recommend that you check with your mobile or data provider for any charges. Please contact us if you need help.
Can I use an international number to receive SMS one-time codes?
No, you can only use a New Zealand mobile number to receive SMS one-time codes.
Boost your online banking security
Our authentication measures add an extra layer of security to your online banking by double-checking that you're logging in or making a transaction.
Security codes
Your first defense against unauthorised access to your bank accounts. Even if your phone is lost or stolen, no one can access your banking without your security code.
Biometric login
Logging in just got easier and safer. With biometric login enabled on your device, logging into your online banking is as simple as a scan and you're in.