Your security is our priority. We want to help you keep your personal details and finances safe from fraud and scams. Here are some simple ways to protect yourself online, in person and over the phone.
Simple steps to stay safe
Be cautious when sharing your personal details
Only provide information like your birthdate, address, or phone number to trusted people or websites - and only when it’s truly necessary.
Destroy sensitive documents
Shred and destroy old bank statements and expired cards when discarding them.
Check your credit report
Do this at least once a year to make sure no one is using your name to take out credit. You can request a free report from NZ credit reporting agencies like Centrix, illion or Equifax.
Review your transactions
Make sure you regularly check your transactions in online banking, the TSB mobile app or your bank statements - to make sure there are no suspicious or unauthorised transactions.
Set up account alerts
Set up alerts for payments out over certain thresholds or alerts when balance drops below a certain amount. Get notified by SMS or email for key account activity, so you can spot anything unusual and keep on top of your money.
More ways to protect yourself from fraud
Fraud can happen online, over the phone or in person. These steps can help you stay safe:
- Let us know if your contact details change – so we can alert you quickly.
- Report lost or stolen cards – or compromised PINs – immediately.
- Don’t give out card details over the phone unless you made the call and trust the business.
- Never share your PIN – not with family, friends, bank staff or police.
- Avoid sending money overseas to people you haven’t met in person.
- Keep your device security software up to date to protect against viruses and spyware.
- Check your account regularly and flag any small, unusual transactions – they could be test charges from scammers.
Password and PIN security
Strong passwords and PINs are essential for online safety.
Create a strong password
Your passwords should be:
- Long - at least 12–16 characters
- Unique - use a different password for each program or app you log into
- Random - avoid common words, patterns or dates
- Secret - don’t share them with anyone
Tip: Combine random words into a memorable phrase, like: Purple-Coffee-Window-Horse. The more unpredictable, the better.
Create a strong PIN
Your PIN should be:
- At least 6 digits long (if possible)
- Random - don’t use birthdays, repeating numbers or patterns
- Unique - don’t reuse your PIN elsewhere
- Never written down and don’t store it on your phone or computer
Tip: Think of a pattern that’s memorable to you, but meaningless to others.
Avoid these common mistakes
❌ Never use personal details like your name, birthdate, address, pet's name or phone number.
❌ Never reuse passwords or PINs across multiple accounts.
❌ Never write passwords down or store them in notes that aren't secured or encrypted.
❌ Never share passwords with anyone, even friends or family.
Make it easier
Use a password manager to:
- Securely store all your logins
- Generate strong, unique passwords for each website
Most devices and browsers have built-in password managers you can activate.
Add extra protection
Enable Two-Factor Authentication (2FA) wherever possible. Even if someone obtains your password, they’ll need a second code to access your account.
Look for this option in your online banking, email and social media accounts.
Frequently asked questions
Remember, TSB staff will never:
- Ask you to share your online banking or app login details
- Ask you to read one-time codes out loud
- Request remote access to your device or ask you to install software
- Ask for your full card details
- Send you text messages will links in them (no NZ bank does this)
Scammers often pretend to be your bank. If you receive a suspicious message claiming to be from a bank, don’t engage – call the bank back using the publicly listed number.
Something not right?
We're here to help
If something doesn’t feel right, here’s what you can do:
Report it
Think something isn't right with your account?
- Stop all contact with the person you've been communicating with.
- Call us immediately on 0800 872 226 (or +64 6 968 3700 from overseas).
Lost or stolen card?
If you suspect fraud or your card has been lost or stolen:
- Temporarily block your card using card manager in online banking or the TSB mobile app.
- Contact us immediately on 0800 872 226, (or +64 6 968 3700 from overseas).
- Mastercard card holders can visit Mastercard Global Emergency Services for 24/7 international support.
Suspicious emails
Received a phishing or suspicious email that looks like it's from TSB?
- Do not click any links or open attachments.
- Forward a copy or screenshot to us at report@tsb.co.nz