Support for customers affected by the severe weather
Customers with Co‑operative Bank Home, Contents or Car Insurance can find helpful information and how to make a claim here
For customers who may require emergency financial assistance, we are available on 0800 554 554 between 8am – 7pm Monday to Friday and 9am – 4pm over the weekend.
Frequently asked questions
Here are the answers to some of our most frequently asked questions.
arrow_downResident Withholding Tax (RWT) certificates for 2022
IRD changes which came into effect on 1 April 2020 mean that you’ll no longer receive an end of year RWT/NRWT certificate if you’ve provided us with your IRD number. Details about interest earned will be available on your myIR account. If you don’t have a myIR account you can register for one by visiting ird.govt.nz.
If you need additional statements not already received or accessible online, or to confirm the amounts on your IRD summary of income, please contact us on 0800 554 554.
Internet banking troubleshooting
If you experience problems with our website or internet banking then the following steps should be followed:
Make sure your internet browser is up to date – to check, visit www.whatsmybrowser.org
Reload or refresh the page – on a Windows computer this is ‘CTRL and F5’ or on Mac ‘Command and R’
Close all tabs/windows to our website and then clear the internet browser’s cache.
Instructions for different browsers: Google Chrome - Internet Explorer - Firefox - Chrome for Android. If yours isn't listed, search the web for instructions specific to your particular browser.
Close and re-open the browser after clearing the browser cache
Don't use shortcuts, favourites or search results as they could be causing the problem. It’s best to go directly to our home page
Disable all extensions/add-ons and toolbars, then re-enable them one by one so you can work out which one is causing the problem.
How to disable extensions in different browsers: Google Chrome - Internet Explorer - Firefox. If yours isn't listed, search the web for instructions
Ensure cookies and JavaScript are enabled – check your settings or visit www.whatsmybrowser.org
If that fails then try using a different internet browser or our Mobile app
If you need help, ask an able home user or trusted IT advisor to work through these steps with you
Payments
You’ll need this number BKNZNZ22 It’s called a SWIFT, IBAN or BIC code depending on the country it’s coming from.
Check out our Receiving International Payments section for more information.
To find out more about transferring money from a US bank, visit a branch or call us on 0800 554 554.
Log in to internet banking. Select the Pay and Transfer option. After adding in the account details click on the Date/AP frequency box and tick the AP box below the calendar. Then select the payment frequency and if needed the total number of payments.
Yes. You can go into a branch or use phone banking (0800 807 747). Fees apply for setting APs up in branch.
Log in to internet banking. On the Home page under Upcoming Payments, simply select the automatic payment you want to change. You can choose to delete, skip or edit the payment.
You can also do this in a branch or via phone banking (0800 807 747).
The company you want to pay will ask you to sign a direct debit authority form and send it to us to set up the payments.
You can do this in internet banking under the Payees menu, or by calling us on 0800 554 554 Monday to Friday 7.30am-9pm and weekends 9am-5pm.
If you make a payment before 10.30pm on weekdays, the money leaves your account on the same business day, within a couple of hours. From there it will depend on the receiving bank as to when it will appear in the receiving account. If the person you’re paying banks with us, the money should be in their account immediately. Don’t forget to use their 15-digit interbank number (for the mobile app and internet banking) or their customer number (phone banking).
Customer details
Your customer number is a seven-digit number that’s unique to you. You'll find it on letters from us, at the top of your bank statements and on some of our EFTPOS cards.
This is your full, 15-digit bank account number that starts with 02-124. Find it through internet banking, on your bank statements or call us on 0800 554 554.
For customers who would like to receive posted statements we charge $1.50 per posted statement. The good news is that you can still see your balances and avoid this fee if you sign up for internet or mobile banking, where you will be able to access your past and future statements online 24/7 for free.
In internet banking under Settings there is a menu item called Manage cards, where you can deactivate your EFTPOS, Debit Mastercard® and Fair Rate Credit Cards.
You can also deactivate your cards in the Manage cards area available in our Mobile app.
Alternatively, please contact us on 0800 554 554 if you need assistance.
If you have a concern or complaint then please visit our Resolving issues page.
You can easily update personal details and settings including your address details via the app or Internet Banking.
On your Mobile app you'll find this under Menu>Settings>Personal details or in Internet Banking under Settings.
Alternatively you can contact us on 0800 554 554. Our teams are on the phones 8am to 7pm Monday to Friday and 9am to 4pm Saturday and Sunday.
Banking with us
First, you’ll need your seven-digit customer number and a four-digit PIN (contact us to request a temporary PIN on 0800 554 554).
Register for Internet Banking using these numbers. You'll be taken through to select a password and set up your Internet Banking.
Follow these steps to reset it online
- On the Log in page, select ‘Forgot your password?’ above the Log in button or under ‘Login help’.
- You’ll need your customer number, your Co‑operative Bank EFTPOS, Debit or Credit Card and either the email address registered to your account, or your 2-step verification mobile.
- Follow the steps online to reset your Internet Banking password.
- Once your password has been reset, we’ll send you a notification to confirm everything’s sorted.
- To do this from the app, select ‘Need a hand’ from the registration screen, then select ‘Reset my password’.
Need more step by step instructions on how to reset your password? Click here and we can show you how.
Forgotten your customer number? We can send it to you as part of the 'Forgot your password?' process, or click here for some tips to find it.
Get our free banking app for smartphones and tablets from the App Store or Google Play.
Set it up in branch or by calling us on 0800 554 554. Then you can call 0800 807 747 any time to check balances or transfer money between your accounts.
We never send emails that ask for your personal details, or link to websites asking for them. If you receive a suspicious email that looks like it’s from The Co‑operative Bank, do not click on any links or reply to it, just forward it to riskandcompliance@co-operativebank.co.nz and then delete it. Check out our Security centre for more information.
As soon as you become aware of unauthorised access to your information, accounts or disputed transactions using your Internet Banking service please contact your Branch Manager or the Contact Centre on 0800 554 554 who will investigate this activity. Check out our security centre for more information.
Debit Mastercard, Fair Rate Credit Card and EFTPOS cards
New designs for Debit Mastercard,Fair Rate Credit Card and EFTPOS cards will be introduced from late May through June 2023. Any new card orders (for new or replacement cards) will be in the new design and existing cards will be replaced over time as your current card(s) are replaced on expiry.
There are some elements of the Fair Rate Credit Card and Debit Mastercard cards (like the chip insert) that can’t currently be made from recycled materials. Our EFTPOS card is 100% recycled as it has no chip.
Yes, the new cards meet industry standards in terms of card durability and have been rigorously tested.
There is no change to the way you use your cards, the only thing that has changed is the card design and the materials used to make the cards.