FAQs
NBS Debit Mastercard®
Helpful information
NBS Debit Mastercard® FAQ's and helpful information
Have a look at our frequently asked questions and other helpful information below. Find out all you need to know about receiving, setting up, using your card and additional information on your card. Alternatively, you can get in touch or call us on 0800 101 700 and one of our team will be happy to help.
Receiving your NBS Debit Mastercard®
Your card will be sent to the address we hold for you. This includes PO Boxes and international addresses.
Please feel free to check with your local branch that we hold your current address.
Please call us on 0800 101 700 or visit your local branch to update your contact details.
Please contact us to ensure we have the most up to date details for you.
Getting started with your new NBS Debit Mastercard®
To set up NBS Internet Banking or the NBS Mobile Banking app, have a look at our how to guides in the help section.
Please call 0800 101 700 or visit your local NBS branch for assistance with reactivating NBS Internet Banking and the NBS Mobile Banking app.
On the NBS Internet Banking and on the NBS Mobile Banking app home screen there is an option to reset your password. Follow the prompts and you’ll be sent a temporary password which you must reset immediately.
If you require further assistance, please call 0800 101 700. A local team member will ask you some security questions and then provide you with a temporary password.
To set your PIN on NBS Internet Banking:
- Select Cards from the toolbar along the top of your screen.
- Select the card you wish to PIN and click on the edit icon.
- Select Update PIN from the pop-up options.
- Enter your new four digit PIN and re-enter to confirm.
- Select the Update PIN button.
To set your PIN in the NBS Mobile Banking app:
- Select the Cards icon from the toolbar at the bottom of your screen.
- Tap on Manage Cards. As above.
- Select the card you wish to PIN.
- Tap the gold Pin Card button.
- Enter a new four digit PIN using the keypad on your phone.
- Re-enter your four digit PIN to confirm.
- You will receive confirmation that your PIN has been changed.
Once you've set your PIN, simply make an in-person purchase or use an NBS ATM, enter your PIN (ie, not online or with payWave/contactless) and complete the transaction as normal.
Please call 0800 101 700 or visit your local NBS branch for assistance.
Please ensure that your PIN is unique.
When selecting your PIN, you must choose a number that you'll be able to remember easily as you must memorise it.
You must not choose unsuitable numbers such as:
- birth dates
- months or years
- parts of your telephone number
- parts of your card number
- sequential or easily identified numbers (eg, 2345 or 2222)
- personal data such as your driver licence
- passwords or other numbers easily connected to you
As long as your PIN follows the rules set out above, you can use the same PIN as on your old card.
You should consider having a different PIN for different cards or devices.
You have 60 days to activate your new card before it is cancelled.
Using your card
You can use your NBS Debit Mastercard® at over 34 million retailers, over 1.9 million ATMs in more than 210 countries. Just look for the Mastercard symbol.
Mastercard® and the Mastercard brand mark are registered trademarks of Mastercard International Incorporated.
There could be a number of reasons why your transaction was declined (eg, insufficient funds, incorrect PIN or if systems are unavailable). However, you may have selected the wrong account type (eg, CHQ or SAV) when completing your transaction.
You can check if this is the case by repeating your transaction and selecting the other option. If your transaction is successful on this second attempt, this is most likely the issue.
If you would like to change the account type that your card has been linked to, please get in touch and we will update this for you.
It depends. If your card is a replacement for an expired or damaged card then your recurring payments and subscriptions will be transferred onto your new card. If your old card was lost or stolen, for security reasons your recurring payments will not be transferred to your new card and you’ll need to update or provide your card details to merchants or service providers.
We take the security of your financial data seriously. For this reason, we offer a second factor authentication services for online transactions called Mastercard® Identity Check. This feature provides strong protection for your data and minimises fraudulent disruptions to you.
When you make certain online transactions through an online Mastercard® merchant (such as a high value purchase or one which we identify as being unusual for you), you may be required to enter a One-Time Passcode (OTP) (which will be sent to your mobile phone by text message) to authenticate the transaction.
When you enter the OTP during an online transaction you confirm that you are the authorised cardholder and your transaction will continue. If the OTP is answered incorrectly, the merchant may not accept your card for that transaction and your transaction will not be completed. For security purposes, in the event that the allowable number of attempts to authenticate your identity is exceeded, your online transaction may not be completed, and your card may be temporarily blocked.
If you don’t have mobile reception to receive a fraud challenge text when making an online purchase, you will not be able to complete the transaction.
However, we may have a solution for you. WiFi Calling lets you send and receive texts over WiFi (wireless internet) when there is a weak or no mobile signal. This is a service provided by mobile service providers such as One NZ and can be used in NZ and overseas.
It is a great option if you have poor mobile reception but have WiFi available.
WiFi Calling works in the same way as making or receiving a regular mobile call or text. The only difference is that the call or text is received via the WiFi network instead of the mobile network.
WiFi Calling is part of your plan and most mobile providers do not charge additionally for this service. Please check with your provider.
It’s easy to set up and even easier to use. Visit your mobile service provider’s website to see if this service is available to you.
Please contact or visit your mobile service provider’s website for information about whether WiFi calling is available and for information on how to set this up on your mobile phone.
Apple Pay and Google Pay are not currently available on your NBS Debit Mastercard.
Your NBS Debit Mastercard works the same as a credit card online or over the phone – the only difference is that the money comes directly out of the account your NBS Debit Mastercard is linked to.
A pre-authorisation is a transaction that:
- checks to ensure the card is current and is not blocked
- checks you have available funds and reserves them for a period of up to 5 working days
All transactions without 'PIN present' will process as pre-authorised eg, contactless, online purchases, mail order, telephone order or 'card not present'.
The CVC number (sometimes also known as a security code or CVV) is short for Card Verification Code. This is a three digit code printed on the back of your card.
The purpose of the CVC is to provide added security when making purchases online. It helps to verify that you’re in possession of the card.
You should never be asked for your CVC for 'card present' transactions.
NBS Debit Mastercard Conditions of Use apply. They are in addition to and are to be read in conjunction with the NBS Terms and Conditions.
Further card information
Subject to your available credit limit and available funds in your nominated account(s), your daily transaction limits are:
- up to $10,000 daily for transactions from all accounts that can be accessed by your card (both NZ and international) with a limit of 20 transactions per day
- $3,000 daily for ATM cash withdrawals from any account, or combination of accounts, that can be accessed by your card, with a limit of 10 transactions per day
The current contactless limit in NZ is $200 (transaction limits may vary for overseas merchants). For transactions exceeding $200, the EFTPOS terminal will prompt you to enter your PIN for processing.
If you’ve misplaced your card, you can temporarily block it via NBS Internet Banking or the NBS Mobile Banking app and then reactivate it if you find your card.
For lost or stolen cards you have the option to cancel immediately through NBS Internet Banking or the NBS Mobile Banking app. Alternatively, call us on 0800 101 700 (during business hours) or 0800 101 627 (after hours). If you’re overseas call +64 3 548 9928 (collect).
If you find the card after it’s been cancelled, you’ll need to destroy it.
For more information on how to order a replacement card when you cancel your existing one via online banking, visit the NBS Internet Banking and NBS Mobile Banking app pages in the help section.
An offshore margin is charged by us when you use your card overseas. For overseas transactions made using your NBS Debit Mastercard, offshore service margins of 2.25% of the converted NZ dollar amount of the transaction are applied.
For purchases refunded back to your NBS Debit Mastercard offshore service margins of 2.25% are charged to your account. The margins that are charged may differ from the margins that were charged for the original transaction due to fluctuations in the conversion rate. The converted amount and the offshore service margin will be debited from your nominated bank account and detailed on your statement.
Children aged 12 – 14 can have their own NBS Debit Mastercard, but will be unable to make any online purchases.
There are no restrictions on card functionality for those aged 15 years or over.