Regional Banking Hub
Frequently asked questions 


  • I've forgotten my password for online banking, how do I reset it?

    You'll need to call our Customer Engagement Centre on 0800 872 226 Mon-Fri 8am to 7pm and weekends 9am to 5pm.

  • How do I reset my PIN login for Mobile Banking?

    You'll need to call our Customer Engagement Centre on 0800 872 226 Mon-Fri 8am to 7pm and weekends 9am to 5pm.

  • What can I do if I’m locked out of Online Banking?

    You have three attempts to enter the correct login password. After that, you'll be locked out for 30 minutes, and our staff are unable to override the 30 minute lock outs. If the payment or transfer is urgent, please call our Customer Engagement Centre on 0800 872 226.

  • What is two-factor authentication?

    Two-factor authentication provides an additional layer of security when banking online.  

    Two-factor authentication is available through text (a 4-digit code is sent via SMS to your registered NZ mobile number) or a TSB token (you need to be registered with a token and will be prompted to provide a 6- digit code).

  • What is a token?

    A token is a small device from TSB that you can use in place of receiving texts to your mobile, when doing your internet banking. It's handy if travelling overseas or live in a location with limited mobile service.

  • When is txt or token two factor authentication required?
    • When making a payment over your set payment limit;
    • When you update your mobile phone number;
    • When you update your email address;
    • When you add a new Personal Payee;
    • When you increase the payment limit (after reducing it).
  • I've made a payment to another bank, when will it be processed?

    Banks in New Zealand exchange payments between 9am and midnight and at least every hour on business days only.

    Credit Card payments are processed overnight if made before 9pm on business days only.

  • How do I open an account online?

    Within Online Banking you can open and apply for certain TSB products by selecting APPLY in the Dashboard.

  • How do I close an account online?

    Closing accounts can't be actioned online. To close an account please phone our Customer Engagement Centre on 0800 872 226.

  • Why can’t I re-fix my home loan online?

    Re-fixing online, is available only for personal customers with certain loan accounts. It isn't available for Trusts or Businesses, who will need to phone our Customer Engagement Centre to action.

  • Why can’t I edit my Regular Payment online?

    You can only edit regular payments that were set up digitally (not automatic payments set up in branch).

  • Can I update my contact details in Online Banking and the Mobile App?

    You can easily update your personal details. When updating your mobile phone number and email address two factor authentication is required (txt or token).

  • My Visa Credit/Debit or eftpos card has been stolen, lost or damaged, what should I do?

    For stolen, lost or damaged Visa Credit/Debit & eftpos cards please call us on 0800 872 226, Mon-Fri 8am to 7pm and weekends 9am to 5pm. If you need to reach us outside these hours, you can call us on 0800 406 406 to cancel.

  • I've found my lost Visa Debit card; can this be reactivated?

    A Visa Debit card can be frozen for five days, after this time the card will be cancelled, and a replacement re-ordered. Please call 0800 872 226 to re-order.

  • How do I dispute a Visa credit/debit transaction that I don’t recognsie and can I do this online?

    Customers must dispute within 90 days of the transaction date and complete a Visa Disputed Transaction Form. To do this please call the Customer Engagement Centre on 0800 872 226 Mon-Fri 9am to 7pm and weekends 9am to 5pm.

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