Help & Support
NetGuard is an additional layer of security that works alongside your access number and password to make sure you are extra secure when you do your internet and mobile banking.
We’ll reimburse NetGuard users who are genuine victims of internet banking or mobile banking fraud. You still need to take some common sense steps when you’re using internet banking or mobile banking, and these are outlined in our Terms and Conditions.
NetGuard for personal customers
Your NetGuard card has a unique serial number and grid of numbers and letters. You’ll be prompted to enter three randomly-selected co-ordinates from your NetGuard card. Only your own NetGuard card can provide the correct answers.
You can choose to log into Internet Banking using your NetGuard card each time, or without it. If you choose to login without, you’ll still need your NetGuard card to:
- make one-off payments
- update your personal details
- view online statements
- open up accounts
- access Internet Banking from anywhere other than New Zealand and Australia.
NetGuard token for business customers
After registering for Internet Banking for Business (IB4B) or Client Fund Services (CFS), you’ll be sent a small digital NetGuard token. After activating it and setting a PIN, the token generates a unique code each time you log in.
NetGuard for mobile banking
Our personal and business mobile banking apps (for iPhone and Android) come with Mobile NetGuard. Mobile NetGuard automatically authenticates your details when you login from your device, meaning you don’t need to enter in any coordinates or codes from your NetGuard card or token.
Activating Mobile NetGuard
The first time you use Mobile Banking, you will need to activate Mobile NetGuard using your NetGuard card or token. You only have to activate Mobile NetGuard once, then you can log into mobile banking with only your Internet Banking password.
Mobile NetGuard works on a different number of devices
With personal mobile banking, Mobile NetGuard works on two devices at a time. On the business mobile app though, Mobile NetGuard can only be used on one device. If you activate it on another iPhone or Android device, it will be disabled on the first device.
If your mobile device is lost or stolen
Call us immediately on 0800 999 269 (or +64 4 494 7153 if you’re overseas) so we can disable Mobile NetGuard. Alternatively, you can activate Mobile NetGuard on another iPhone or Android device (if you have one), in order to disable Mobile NetGuard on the lost or stolen device.
Keep your NetGuard card or token
You will still need your NetGuard card or token to log into Internet Banking or Internet Banking for Business from a computer and also to reactivate Mobile NetGuard if you need to.
For questions about Internet Banking for Business and Client Fund Services NetGuard tokens, please call 0800 269 4242, Monday to Friday, 8.30am to 8pm or if overseas, call +64 4 9318234. International toll charges apply.