Common questions about internet banking
What is Internet Banking?
Internet Banking provides access to your BNZ accounts via the Internet. You can do your banking from the convenience of your own home or office without visiting a store or ATM. You can:
- View account balances and transaction history
- View account details from your everyday accounts, e.g., Ready Money, savings accounts, credit cards, term deposits, term loans, etc.
- Transfer funds between accounts
- Make payments
- Update your personal details held with BNZ
- Register for, and receive Online Statements for transaction and savings accounts
- Setup and manage email and text Alerts for your savings and transaction accounts
- Send secure email messages to request services from us
- Export transactional information to financial management software, e.g., Microsoft Money, Quicken, QuickBooks etc.
Who can use Internet Banking?
If you hold an account that requires only one signature to operate that account you can register for Internet Banking.
Registering for Internet Banking is quick and easy, just choose the option that works best for you:
- If you are a Telephone Banking customer and know your 5-digit PIN Number, you can register online.
- Call us on 0800 ASK BNZ (0800 275 269) or + 64 4 924 2424 from overseas.
- Or, visit your nearest store.
How much does Internet Banking cost?
How is an automatic payment different from a bill payment?
Automatic payments are useful when you want to set up a reoccurring payment to another account (savings), another entity (rent) or to your CC account. Simply set and forget.
A bill payment is suitable for when you want to initiate payments on an irregular basis, or for a variable amount, such as paying for your power or rates.
Is there a simple way to make a payment to Inland Revenue?
Yes. By using the Make a Tax Payment option in Internet Banking, you can make a payment to Inland Revenue. Simply enter the details from your payment notice. The code and reference details will be automatically entered for you and can be confirmed online. All payments will be reconciled and processed by Inland Revenue on receipt. You can make a wide variety of payments such as Income Tax, GST, Child Support, and Student Loan repayments.
Can I make a student loan payment from my BNZ account?
Yes, by using the Make a Tax Payment option in Internet Banking, you can make a payment to Inland Revenue. Simply select the Student Loans – Borrower tax type from the drop down list and enter your IRD number and the amount you would like to pay. It’s that easy. All payments will be reconciled and processed by Inland Revenue on receipt.
Electronic payment cut-off times for same day processing
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Transfers and Payments List
- You can display funds transfers, bill payments, tax payments, one off payments and automatic payments made from one or all of your BNZ accounts that allow these types of transactions. Each payment or transfer will have a status, such as pending or retrying.
- Processed bill payments, tax payments, one-off payments and funds transfers are displayed for one business day.
- You can modify or delete future dated funds transfers, bill payments, tax payments, one off payments or direct credit payments anytime prior to 6am on the due date.
- You can modify or delete automatic payments prior to 7pm on the due date.
- International Payments can be made between 7am and 7pm on business days. (Payments sent outside these hours via Secure mail will be process on the next business day).
- Where Bill Payments are made from a credit card, only payment instructions made before 6pm will be processed the next Banking Business Day and payment instructions made after 8 pm will be processed two Banking Business Days later.
- Credit card payments are processed overnight and will be displayed on the Transaction History screen from the business day after the transaction was processed. The cut-off time for payments to credit cards is 6pm (business days only). If your payment is processed prior to the cut-off time it will be processed that night. Alternatively, it will be processed from 6pm the following business day.
Can I update my personal details in Internet Banking?
Yes, simply go to the ‘Other Services’ menu and select ‘Update Personal Details’. You can update your personal details anytime.
How long does it take to register for Internet Banking?
Registering for Internet Banking is quick and easy:
Access to Internet Banking will be available immediately after you’ve successfully finished the registration process. It will only take a few minutes to register, depending on the speed of your browser and internet connection
- By phone or in a store
It will only take a few minutes for our staff to confirm your identity and then register you for Internet Banking. You’ll be given a temporary password so you can login to Internet Banking straight away. On your first login you will be asked accept the Internet Banking terms and conditions and to change your password.
I’m having trouble registering online - what should I do?
First, you should check that the information you have entered is correct. The entries you make must meet the following criteria.
- 9 digits
- numbers only (no letters or special characters except you may enter two dashes e.g. 123-456-789)
- found on the back of your 24 Hour banking card
- must already be registered for Telephone Banking
Telephone Banking PIN (Personal Identification Number)
- 5 digits
- numbers only (no letters or special characters)
- this is the PIN that you use after entering your access number in Telephone Banking
- this number is confidential to you
New Internet Banking password
- you make up this number during the Internet Banking registration process
- 6-8 characters
- numbers and letters (it must contain at least one number and one letter), no special characters
Re-enter your new Internet Banking password
- this must be identical to the password you have just entered in the New Internet Banking Password field
- the purpose of this is to confirm the password you have just chosen above
- this is your surname as stored by the BNZ i.e. as it appears on your statement. Please check the spelling is correct. If not, please phone BNZ on 0800 24 00 00 and press *, then 1, to speak to a Customer Solutions Adviser.
- is not case sensitive, so can be entered in upper or lower case or a combination of both
How did you hear about Internet Banking?
- Select the option which most closely reflects the way that you found out about BNZ Internet Banking
- You may want to provide us with an email address
- The email address you enter in this field may override a previous email address which you have given us
Please keep me informed via email about BNZ’s products and services
- Ensure the tick box is checked if you would like to be notified by email about BNZ’s products and services in the future
Secondly, you should check that you’ve met all of the minimum requirements for Internet Banking. If you’re not sure, check the Technical Requirements section.
If you’re still unable to register for Internet Banking, you should contact Internet Banking Support on 0800 WWW BNZ (0800 999 269). If overseas, phone +64 4 494 7153 (international toll charges apply).
What do I do if I forget my password?
When you log into Internet Banking, you have four attempts to enter your Internet Banking password correctly. If you get it wrong four times in a row you’ll need to get your Internet Banking password reset. 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 regain access to Internet Banking:
- If you’re registered for Telephone Banking and know your 5-digit Telephone Banking PIN, you can reset your password online.
- If you can’t remember your Telephone Banking 5-digit PIN, or are not registered for Telephone Banking, please call us on 0800 999 269 or +64 4 494 7153 from overseas, or visit your nearest BNZ store.
I’m having trouble logging in with my temporary Internet Banking password. What should I do?
Please check that you’re entering your access number and password details in the correct format:
- Spaces can’t be used to split your access number. Your access number needs to be entered either as a continuous string of numbers (e.g. 123456789) or separated by dashes (e.g. 123-456-789).
- Your temporary Internet Banking password is case sensitive. Check that you have not accidentally turned on your caps lock.
If it’s more than 72 hours (3 days) since you registered for Internet Banking, your temporary Internet Banking password will have expired for security reasons. For assistance, please call us on 0800 WWW BNZ (0800 999 269) or +64 4 494 7153 from overseas.
I am having trouble logging in to Internet Banking. What should I do?
Check that you are entering your access number and password details in the correct format:
- Spaces cannot be used to split your access number. Your access number needs to be entered either as a continuous string of numbers (e.g. 123456789) or separated by dashes (e.g. 123-456-789).
- Your password is case sensitive. Check that you have not accidentally turned on your caps lock.
- You should also check that you have met all of the minimum requirements for Internet Banking. If you are not sure, check the Technical Requirements section, below.
You may wish to re-register for Internet Banking. This process will guide you through entering your information correctly. To register with Internet Banking again you will need to use your 5-digit Telephone Banking PIN.
This is because your Internet Banking password cannot be reset or reactivated as no-one knows it but you. If you cannot re-register because you’re not registered for Telephone Banking or have forgotten your Telephone Banking PIN, please call us on 0800 WWW BNZ (0800 999 269) or +64 4 494 7153 from overseas.
How can I make sure that only I can access my accounts?
Our NetGuard service provides an extra layer of security for Internet Banking. It’s a free service that works with your existing Internet Banking access number and password to make sure that you, and only you, can access your account details online. Find out more about NetGuard.
You must enter your own access number and confidential Internet Banking password every time you access the system. Make sure your password is known ONLY to you. You should change your password regularly, and make sure it’s a combination of letters and numbers, and difficult for people to guess.
What can I do to maximise security?
- Read our security section and terms and conditions and adhere to recommendations set out in the technical requirements, below
- Always visit our website and Internet Banking by typing www.bnz.co.nz into the address bar
- Never leave your computer unattended while logged on to Internet Banking
- Always log out of Internet Banking when you have finished your banking session, and ensure you click OK to confirm you wish to exit Internet Banking
- Never disclose or copy your access ID password, or NetGuard card details
- Don’t use your date of birth, telephone number, address, your name or the name of a friend, relative or pet in your password
- Use a combination of letters and numbers in your password, and make sure that it’s difficult for people to guess
- Change your password regularly – we recommend at least once every two months
- Don’t use a password you use for anything else (eg. your email account)
- Ensure that you use virus detection software to protect your computer from trojan viruses
- Install anti-virus software on your computer, and update the software’s virus definitions frequently
- Install a personal firewall on your computer
- If using a family computer at home, make sure that anyone who uses the computer regularly keeps the anti-virus software up to date, and do not act on any suspicious looking emails
- Be cautious when using a computer in public places such as Internet cafes. Check that their anti-virus software and firewalls are up to date. Do not leave the screen idle for long periods or leave the computer unattended at any time
Can I still log in to Internet Banking, while I’m waiting for my NetGuard card to arrive?
You can still login to Internet Banking, by clicking the ’bypass activation’ link on the NetGuard screen. For security reasons, this link will only be available for a limited period; the date is shown on the NetGuard screen. The ’bypass activation’ link will no longer be available when that date is reached, or if you have activated your NetGuard card.
Do I always need a NetGuard card to access Internet Banking?
No, you can choose to login without using NetGuard if you prefer. If you select this option, you’ll be able to do things like check your account balances, and transfer money between your accounts, without needing your NetGuard card.
You can change your NetGuard setting through the Preferences tab, inside Internet Banking, at any time. By default, all customers need NetGuard at login.
My NetGuard card has arrived how do I activate it?
If you have chosen to use NetGuard when you login to Internet Banking, login using your access number and password, then enter the three NetGuard values from your card that match the coordinates displayed on the screen, and select the ’Activate’ button.
If you have chosen to login to Internet Banking without using NetGuard, login using your access number and password and look for a message on the home screen prompting you to activate your card. Select ’Activate’, enter the three NetGuard values from your card that match the coordinates displayed on the screen, and then select ’Activate’ again.
Remember though, you’ll still need your NetGuard card to do things like make one-off payments and change your preferences.
My NetGuard card has not arrived, what should I do?
If your card has not arrived within 5 business days of applying, please call us on 0800 999 269 or +64 4 494 7153 from overseas.
What are the minimum technical requirements?
What type of software packages can I export information to?
Most financial software packages will accept your transaction details from Internet Banking. You can export account and transaction information into any software package that accepts Comma Separated Value (CSV) or Quicken Interface Format (QIF) files, such as Excel spreadsheets, and financial management packages such as Microsoft Money, Quicken and QuickBooks. It is also possible to export your transaction details in the GIFTS format which is a New Zealand banking standard.
Do I need Adobe Reader® to print using Internet Banking?
To get the most out of Internet Banking’s printing capabilities, you’ll need to have Adobe Reader® installed on your computer. You can still print your information directly using your Browser’s print facility, however, it will not be formatted as a report. If you do not have Adobe Reader® installed on your computer, you can download it for free.