About the changes

• 1. I have a TSB Visa Debit card, what does this mean for me?

  If you currently have a personal or business TSB Visa Debit card, you’ll receive a new TSB Debit Mastercard in the mail within the next 6 months. You can continue to use your TSB Visa Debit card as normal until your new TSB Debit Mastercard arrives.
   
  There are two things that you should do now to be ready for this:
  1.    Make sure you’re registered and set up with TSB Online Banking. This will make selecting a PIN on your new TSB Debit Mastercard fast and simple. 
  2.    Check we have your correct address, email, and contact phone number so we can make sure your new TSB Debit Mastercard finds the right home. Find out how to do this here.

• 2. Why is TSB changing from Visa to Mastercard?

  At TSB we’re committed to making your banking experience better, by providing outstanding customer service and products designed to meet your needs.

  Our new partnership with Mastercard enables us to do just that, through a commercial arrangement that enables us to remove the $10 annual card fee that you pay with your TSB Visa Debit card and reduce the foreign currency conversion fee from 2.50% to 1.90%. Plus it gives our customers access to Priceless® experiences and provides protection against fraud and unauthorised transactions with Mastercard’s Zero Liability³ promise.

• 3. Is my TSB Visa Classic Credit Card affected by these changes?

  There is no impact on your Visa Classic Credit Card, we are only changing TSB Visa Debit cards at this time.

• 4. Will my TSB Visa Debit card be cancelled once I activate my TSB Debit Mastercard?

  Yes, your TSB Visa Debit card will be cancelled within 7 to 14 days of activating your new TSB Debit Mastercard. 

• 5. What are the differences between the TSB Visa Debit card and the TSB Debit Mastercard?

  First, the TSB Debit Mastercard doesn’t have a $10 annual card fee and the foreign currency conversion fee is also lower, going from 2.5% on the TSB Visa Debit card to 1.9% on the TSB Debit Mastercard.

  The TSB Debit Mastercard provides protection against fraud and unauthorised transactions with Mastercard’s Zero Liability³ promise and gives you access to a range of Priceless® offers and experiences².

• 6. My TSB Visa Debit card is expiring soon, what should I do?

  You don’t need to do anything, you’ll receive a new debit card to replace your expiring TSB Visa Debit card, about a month before it expires. 

• 7. Are there any fees on the TSB Debit Mastercard that I should be aware of?

  While there is no annual card fee on the TSB Debit Mastercard, some other fees apply, a full list of the TSB Debit Mastercard fees can be found here. 

Getting started with your TSB Debit Mastercard

• 8. How do I set up TSB Online Banking so that I can select a PIN on my TSB Debit Mastercard?

  To find out more about TSB Online Banking click here. 

• 9. I forgot my password to log in to TSB Online Banking so I can set up my PIN, how do I access my account?

  Call 0508 692 265 and one of the team will help you with your online banking password.

• 10. What if my address on file with TSB is not current?

  Your TSB Debit Mastercard will be sent to the address that TSB has on file for you. If your address has changed, please update it following the instructions on our Update Your Details page.

• 11. What if my email address on file with TSB is not current?

  To ensure we can contact you about the changes it’s important we have a current email address for you.  If your email address has changed, please update it following the instructions on our Update Your Details page.

• 12. What if my mobile number on file with TSB is not current?

  Some key security features of your new TSB Debit Mastercard rely on a valid and current mobile phone number. 3D Secure is a security feature for online transactions, which requires a One Time Password to be sent via text message to your phone number. If we don’t have the correct phone number, you may not be able to complete online transactions. You can update your phone number following the instructions on our Update Your Details page.

Activating and selecting a PIN

• 13. How do I activate my new TSB Debit Mastercard?

  You’ll need to wait until you’ve received your TSB Debit Mastercard before you can activate it. 

  Once you’ve received your new card, follow one of the simple activation methods below, depending on whether you’re set up with TSB Online Banking.

  • Yes – I have TSB Online Banking:

  1. Log into TSB Online Banking (not the TSB Mobile App)
  2. Click ‘SERVICES’ on the left-hand side menu
  3. Click ‘MASTERCARD PIN’
  4. Follow the steps to select a PIN
  5. Your card will automatically activate and be ready to go

  • No – I don’t have TSB Online Banking:

  1. Call 0800 397 329 between 8am and 9pm (7 days a week) to select a PIN for your card, or +64 800 397 329 if overseas
  2. Your card will automatically activate and be ready to go

• 14. Will I need to select a new PIN?

  Yes, you’ll need to select a new PIN on your new TSB Debit Mastercard.

• 15. What can I set my new PIN on my TSB Debit Mastercard as?

  Your new PIN must follow these rules, to ensure that it is not easily guessed. If you use a PIN that does not follow these rules, you could be liable for any losses on your TSB Debit Mastercard.

  Don’t use these kinds of PIN:

  • Your birthday (2803) or year of birth (1978)
  • A spouse or child’s birthday, or an anniversary
  • Your age (3838)
  • Sequences or repeated numbers (1234, 1111)
  • Any sequence of numbers written on the card
  • Parts of a landline or mobile phone number
  • Parts of a driver’s licence number, or its expiry date
  • A locker or alarm code.

• 16. Can I reuse the same PIN from my TSB Visa Debit card on my TSB Debit Mastercard?

  As long as your PIN follows the rules specified above, it can be set as the same PIN as on your TSB Visa Debit card. However, you should consider using a different PIN for different cards or devices you have.

Updating recurring payments

• 17. Do I need to stop or update recurring payments on my existing TSB Visa Debit card?

  You’ll need to update any existing recurring payments you have setup on your TSB Visa Debit card with your new TSB Debit Mastercard details. You’ll need to contact each merchant directly to do this. Common types of recurring payments include subscriptions (e.g. Netflix, HelloFresh), gym memberships and household bills like gas, power, internet, phone etc.

• 18. How do I update my recurring payments?

  You’ll need to contact each merchant directly to do this. TSB is unable to do this on your behalf.

• 19. Do I need to update my card details on apps or online stores?

  If you want to use your TSB Debit Mastercard as your main card to make purchases, you can update your card details on any apps and online stores that hold your card details on file.

• 20. Will I need to change the direct debits or automated payments on my accounts?

  If you have set up a direct debit or automated payment to a merchant or other service provider such as rent payments, using your bank account details, rather than through a debit card number, these payments will be unaffected by this change, and you don’t need to do anything.

Receiving your TSB Debit Mastercard

• 21. Where will my new TSB Debit Mastercard be sent?

  Your TSB Debit Mastercard will be sent to the address that TSB has on file for you. If your address has changed, please update it following the instructions on our Update Your Details page.

• 22. I received my TSB Debit Mastercard, but another person in my household hasn’t received theirs yet, why is this?

  TSB Debit Mastercard’s are being sent out in groups to TSB customers who have a TSB Visa Debit card between November 2021 and mid-2022. If another person in your household hasn’t received theirs yet, and we have the correct contact details on file for them, they’ll be in a different group to you.

  If they don’t want to wait, they can apply to receive a TSB Debit Mastercard early at any TSB branch or by calling 0800 872 226. Once their application has been approved, their TSB Debit Mastercard will be sent to the address that TSB has on file.

• 23. When will I receive my new TSB Debit Mastercard?

  TSB Debit Mastercards are being sent to TSB customers who have a TSB Visa Debit card between November 2021 and mid-2022. You’ll be notified by email or letter a few weeks before your new TSB Debit Mastercard is expected to arrive in the post. 

  If you don’t want to wait until TSB contacts you, you can apply for a TSB Debit Mastercard early at any TSB branch or by calling 0800 872 226. You will require a government-issued photo ID such as a passport or driver’s license. Once the application has been approved, your TSB Debit Mastercard will be sent to you at the address that TSB has on file.

• 24. Will my TSB account number change?

  No, your TSB account number will not change.

• 25. What if I am not home to receive my new TSB Debit Mastercard?

  That’s okay, your TSB Debit Mastercard will be delivered to your mailbox and is sent out inactive in an unmarked envelope. TSB has security measures in place to ensure that anyone that has the card needs to go through an identity check to be able to select a PIN and activate the TSB Debit Mastercard.

• 26. Do I need to cancel my existing TSB Visa Debit card?

  Your existing TSB Visa Debit card will be automatically cancelled by TSB between 7 and 14 days after activating your TSB Debit Mastercard. There is no need for you to cancel your TSB Visa Debit card. 

• 27. Do I need to link my accounts to CHQ, SAV and Default for transactions on my TSB Debit Mastercard?

  The accounts that are currently linked to each of these buttons for transactions on your TSB Visa Debit card will be automatically transferred to your TSB Debit Mastercard, you do not need to take any action. If you want to change the accounts linked to these buttons you can request that change by calling 0800 872 226.

• 28. When will my TSB Visa Debit card no longer be able to be used?

  Once your TSB Debit Mastercard has been activated, your TSB Visa Debit card will then be cancelled within 7 to 14 days. Please ensure that all recurring payments have been updated with each merchant, with your new TSB Debit Mastercard details ahead of this time. 

  All TSB Visa Debit cards will be cancelled at some stage from April 2022, unless it expires earlier, and will not be replaced with another TSB Visa Debit card. 

• 29. What if I don’t want to change from a TSB Visa Debit card to a TSB Debit Mastercard?

  If you do not wish to activate your TSB Debit Mastercard please contact us on 0800 872 226. Please be aware that by not activating your TSB Debit Mastercard, your TSB Visa Debit card will be cancelled at some stage from April 2022, unless it expires earlier, and will not be replaced with another TSB Visa Debit card. 

  Once your TSB Visa Debit card has been cancelled, you will not be able to access your accounts with this card.  

• 30. What if I don’t activate my new TSB Debit Mastercard in time before my old TSB Visa Debit card is cancelled?

  As long as you have your new TSB Debit Mastercard we sent you, you can still activate it even if your TSB Visa Debit card has been cancelled. 

• 31. I have an EFTPOS card and a TSB Visa Debit card attached to my account. Will they both be cancelled after I receive my TSB Debit Mastercard?

  Only your TSB Visa Debit card will be cancelled once you’ve activated your TSB Debit Mastercard, your EFTPOS card will still work.

Account balances, transactions and disputes

• 32. How do I view a TSB Debit Mastercard transaction?

  Transactions on your TSB Debit Mastercard will appear on your statement and in your accounts when you log in to TSB Online Banking.

• 33. Will my card transactions history carry over from my TSB Visa Debit card to my TSB Debit Mastercard?

  Your previous TSB Visa Debit card transactions will continue to appear on your statements and in your accounts when you log in to TSB Online Banking, as will the new transactions on your TSB Debit Mastercard.

• 34. What is the difference between my account balance and available balance?

  Your available balance may be different to your account balance because of pending transactions you have against your account that haven’t been fully processed yet.

  In these cases, TSB need to wait for the merchant/retailer to process your transaction before we can match and clear the payment off your account balance. This process only happens during business days, so in some cases, it can take up to 5 days to process.

• 35. How do I dispute a transaction on my TSB Debit Mastercard?

  You can find out more information on how to dispute a transaction on your TSB Debit Mastercard here.

About the TSB Debit Mastercard

• 36. How am I protected from fraudulent activity on my new TSB Debit Mastercard?

  You are protected from fraud with Mastercard’s Zero Liability³  promise.

• 37. Are Apple Pay and Google Pay available on my TSB Debit Mastercard?

  You can now set up Google Pay on your Android device and desktop using your TSB Debit Mastercard. Find out more about using Google Pay with TSB here.

  Apple Pay is not currently available on your TSB Debit Mastercard.

• 38. What are the key features of the TSB Debit Mastercard?

  You can check out the TSB Debit Mastercard features here.

• Don't forget to read this bit

  ¹ For the Mastercard Zero Liability promise details, visit mastercard.co.nz/zeroliability

  ²  Priceless^®  experiences are subject to terms and conditions at priceless.com/terms/en_NZ

  Mastercard and Priceless are registered trademarks and the circles design is a trademark of Mastercard International Incorporated.

  Google Pay is a trademark of Google LLC.