Questions about Mobile Banking
Answers to your questions about BNZ Mobile Banking.
Logging in
Mobile NetGuard
Security
Getting started with NetGuard
Devices that suit the iPhone app
Devices that suit the Android app
Logging in
What if I forget my password?
When you log into Mobile Banking, you have four attempts to enter your Internet Banking password correctly. If you get it wrong four times in a row, you'll be asked to re-register for Internet Banking. This will identify it's really you and let you choose a new password. You won't lose your Internet Banking settings or bill payee list. To re-register for Internet Banking, go to bnz.co.nz/registernow
Why isn't my temporary password working?
The temporary password you were given when you registered for Internet Banking can't be used for Mobile Banking. Log into Internet Banking using your temporary password and you will be prompted to change your password. Your new password will then work for both Mobile Banking and Internet Banking.
What can I do if I'm having trouble logging into Mobile Banking?
If you don't use Mobile NetGuard check you are entering your access number either as a continuous string of numbers, (eg 123456789), or groups of three numbers separated by dashes (eg 123-456-789). (Access no is only required for mobile–optimised site).
Also check your caps lock isn't on, as your password is case sensitive.
If you're still having trouble, or you've been locked out after trying four times in a row, you can re-register for Internet Banking. You won't lose your Internet Banking settings or bill payee list. To re-register for Internet Banking, go to bnz.co.nz/registernow
Can someone else use my device to access Mobile Banking?
Yes they can, but if you use our iPhone or Android Mobile Banking app, and have Mobile NetGuard activated, they'll need to use the browser on your phone to go to the smartphone-friendly version of bnz.co.nz and login using their access no, password and NetGuard card. (Mobile NetGuard is linked to a single Internet Banking access number - yours - so the app can't be used by anyone else).
I use Internet Banking for Business. Can I use Mobile Banking?
Sorry, but at this stage only accounts that you can access in Personal Internet Banking can be accessed in Mobile Banking.
What is Mobile NetGuard?
Mobile NetGuard is software that is embedded in the Mobile Banking iPhone and Android apps. It replaces NetGuard card as the second layer of security for Mobile Banking, and automatically authenticates your details when you login to Mobile Banking.
Mobile NetGuard is linked to a single Internet Banking access number, and can only be active on one mobile device at a time.
Using Mobile NetGuard is optional, but once you've activated it, you can login using only your Internet Banking password.
Who can use Mobile NetGuard?
If you are a BNZ Internet Banking customer and have a device that is compatible with our iPhone or Android app then you will be able to use Mobile NetGuard.
How does Mobile NetGuard work?
Mobile NetGuard requires activation, which you can do from your mobile device.
Once activated, each time you login to Mobile Banking via the iPhone or Android app, a one-time passcode is automatically generated which, along with your password, is validated to provide access to Mobile Banking. This step happens in the background, and is not visible to you.
How do I activate Mobile NetGuard?
It's simple:
- make sure you have Version 2.0.0 or later of our iPhone or Android app installed on your device
- login in the usual way (with your access no, password and NetGuard card), and you'll be given the chance to activate Mobile NetGuard. You'll also be prompted to confirm your email address. This completes activation.
Other handy things to know:
- You can only have Mobile NetGuard active on one device at a time
- You'll still need your NetGuard card to log into Internet Banking from a computer, and to reactivate Mobile NetGuard if you need to
- If your mobile is lost or stolen, call us immediately on 0800 999 269, or if you're overseas, call +64 4 494 7153 (international toll charges apply) so we can deactivate Mobile NetGuard on that device
Do I have to use Mobile NetGuard?
No, Mobile NetGuard is entirely optional. If you prefer to use your NetGuard card to login to Mobile Banking, just use the ‘Later' button on the ‘Mobile NetGuard' screen during login. This will allow you to skip the activation step. You can still activate Mobile NetGuard later, through Settings in the app.
What should I do if my mobile device is lost or stolen?
Please call us on 0800 999 269, or if you're overseas, call +64 4 494 7153 (international toll charges apply). as soon as possible. Or, if you have another mobile device you could activate Mobile NetGuard on it, as that will disable it on the lost/stolen device.
Once I have activated Mobile NetGuard do I still need my NetGuard card?
Yes. You'll need it to login to Internet Banking from a computer or BNZ's mobile website, and also to activate Mobile NetGuard from a different device, or reactivate it in the future.
Security
How can I make sure that no-one else can access my accounts?
- Make sure your password is known ONLY to you
- Change your password regularly through Internet Banking, and make sure it's a combination of letters and numbers that's difficult for people to guess
What can I do to maximise security?
Check our security section and read the terms and conditions. You should also follow these recommendations:
- Unless you're using our iPhone or Android app, always visit Mobile Banking, our website or Internet Banking by typing bnz.co.nz into the address bar
- Log out of Mobile Banking as soon as you have finished
- Never leave your mobile phone unattended while you're logged into Mobile Banking
- Never disclose or copy your access number, password or NetGuard card details
- Only install BNZ Mobile Banking applications from the Apple AppStore or the official Google Play. We will only publish applications and updates to these places.
- When choosing a password, avoid easily-guessed things like parts of your name, your pet's name, numbers from your Internet Banking access code or the street you live in
- Try to create a password that is a mixture of letters (lower and upper case) and numbers
- Change your password regularly; this can be done via Internet Banking
- Clear the browser cache and cookies regularly (refer to your phone's manual for information on how to do this)
- Keep your smartphone's operating system and any relevant anti-virus software up to date
- When using your phone in public places, make sure no-one is looking over your shoulder to get sensitive information, such as your access numbers, passwords or other personal information
- Make use of your smartphone's own security and PIN access controls wherever possible to make it harder for someone to access the personal information on your phone
Getting started with NetGuard if you're new to BNZ Internet Banking
Can I log into Mobile Banking before my NetGuard card arrives?
Yes. Until the date shown on your NetGuard screen, you will be given a link to ‘Skip NetGuard'. The link disappears after that date or as soon as you activate your NetGuard card. Activate your NetGuard card as soon as it arrives, as it provides extra protection.
How do I activate my NetGuard card?
After your NetGuard card has arrived, follow these steps.
- Log into Mobile Banking or Internet Banking using your access number and password
- Check the serial number on your card matches the one on your NetGuard screen
- Enter the three NetGuard values from the back of the card that match the co-ordinates displayed on the screen
- Click the Continue button
Your NetGuard card is now activated and you'll need to use it each time you log into Internet Banking from a computer, or use our smartphone-friendly mobile banking site.
My NetGuard card has not arrived, what should I do?
If your card has not arrived within five business days of you registering for Internet Banking, please call us on 0800 999 269 or +64 4 494 7153 from overseas.
Devices for the iPhone app
Will the iPhone app work for me?
To use the Mobile Banking iPhone app you'll need to have software version iOS4.3 or later on one of the devices listed below.
To check what version of iOS your device is currently running, from the home screen go to Settings>General>About. The Version field indicates the current version installed on your device.
If you need to update the version of iOS, connect your device to iTunes and follow the update instructions provided. If you have trouble, check your device manual or go to the Apple support site for help.
Devices
The model number is on the back of your iPod, iPhone or iPad.
| iPhone 3GS iPhone 4 iPhone 4S iPod touch 3rd generation iPod touch 4th generation iPad 1st generation WiFi iPad 1st generation WiFi+3G iPad 2nd generation WiFi iPad 2nd generation WiFi+3G iPad 3rd generation WiFi iPad 3rd generation WiFi + 4G |
(model number A1303) (model number A1332) (model number A1387) (model number A1318) (model number A1367) (model number A1219) (model number A1337) (model number A1395) (model number A1396) (model number A1416) (model number A1430) |
The following models (not sold in New Zealand) should also be compatible:
| iPhone 4 (CDMA) iPad 2nd generation WiFi+3G (CDMA) iPad 3rd generation WiFi+4G (Verizon) |
(model number A1349) (model number A1397) (model number A1403) |
The following devices are not compatible with the Mobile Banking iPhone app, but can be used on the mobile-optimised site:
| iPhone 2G iPhone 3G iPod touch 1st generation iPod touch 2nd generation |
(model number A1203) (model number A1241) (model number A1213) (model number A1288) |
Devices for the Android app
Will the Android app work for me?
To use the Mobile Banking Android app you'll need to have Android version 2.1 or later.
To check what version of Android your device is currently running, go to Settings>About Phone. The Firmware field indicates the current version installed on your device.
If you need to update the version of Android, check your device manual or go to the device manufacturer's site for help.
