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.

Your existing NBS Debit Mastercard will automatically be cancelled seven days after activating your new NBS Debit Mastercard.

Please contact us to ensure we have the most up to date details for you.

Keep Safe is a question and answer-based tool that provides an extra level of security above that provided by your Internet Banking password.

When you first sign in, you will be asked to create three Keep Safe questions and answers. You can either choose from a series of pre-set questions and provide your own answers or make up questions of your own. 

• Your answer must contain at least five letters and/or numbers. It is a good idea to choose questions that you can easily remember the answer to.
• Avoid dates (as they can be formatted too many ways) and spaces between words.
• Each time you sign into NBS Internet Banking you will be asked to provide two missing letters from the answer to one of your Keep Safe questions.
• Your Keep Safe answer is shown as a series of empty boxes, two of which will be highlighted. You need to fill in the two highlighted boxes with the correct characters from the on-screen keyboard.

Passwords must be:

• a minimum of eight characters in length
• include at least one UPPERCASE letter
• include at least one number

The password is case sensitive, which means that 'A' is different from 'a'.

You cannot have repeated numbers or letters (eg. '11' or 'ss').

Avoid these kinds of passwords:

• birthday (2803) or year of birth (1978)
• a spouse or child’s birthday, or an anniversary
• age (3838)
• sequences or repeated numbers or letters (1234, 1111, ss)
• any sequence of numbers written on the card
• parts of a landline or mobile phone number
• parts of a driver licence number, or its expiry date
• a locker or alarm code

Please call 0800 101 700 or visit your local NBS branch for assistance with reactivating Internet Banking.

On the Internet Banking home screen there is an option to reset your password. You will be asked a series of identifier questions. Follow the prompts and you will 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.

You'll need to have access to Internet Banking before being able to download the NBS Mobile Banking App to your device.

To get the NBS Mobile Banking App, download the latest version to your device from the App Store (for Apple devices iOS 14 and above) or from Google Play (for Android devices version 8.0 and above). Simply search 'NBS Mobile Banking' and follow the prompts to install. 

Once you have 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.

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. 

Yes, you will need to update any existing recurring payments or subscriptions you have setup on your existing card with your new NBS Debit Mastercard details. You will need to contact each merchant directly to do this.

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. 

With our move to a new card provider, you may find that you have to enter a OTP on more of your online transactions than usual. This will lessen over time as we learn more about your spending patterns. 

Apple Pay and Google Pay are not currently available on your NBS Debit Mastercard.

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.

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 e.g. contactless, online purchases, mail order, telephone order or card not present.

The CVV number is short for Card Verification Value. This is a three-digit number printed on the back of your card.

The purpose of the CVV 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 CVV 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. New Conditions of Use will be issued when you receive your new card.

If you’ve misplaced your card, you can temporarily block it via Internet Banking or the NBS Mobile Banking App and then reactivate it if you find your card. 

If your card has been lost, stolen or damaged, call us immediately on 0800 101 700 or 64 3 548 9928 (collect) from overseas to cancel your card. 

If you find the card after it’s been cancelled, you’ll need to destroy it. 

Please note that you won't be able to reactivate your card if you have cancelled it via a branch.

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.