I'm locked out of SBS Bank Internet Banking
When you log into SBS Bank Internet Banking, you have a fixed number of consecutive chances to enter your password correctly. If you get these wrong, you’ll get locked out of SBS Bank Internet Banking.
To regain access to SBS Bank Internet Banking, click the 'Forgot my password' link on the login screen and follow the prompts. If you're still having issues, please call us on 0800 727 2265
I can't open my online statement
You'll need to have a PDF Reader installed on your computer and/or device. This type of software comes pre-installed on most computer devices, but if you don't have one already installed you can download it free, such as Adobe Acrobat Reader which is free from Adobe.
I don’t recognise a transaction on my statement, what do I do?
If you don't recognise a transaction on your statement, you'll need to let us know within 30 days of receiving your statement.
You can download and complete a Dispute Notification form from sbsbank.co.nz/credit-card/documents or call us to request one.
Send the completed form to:
SBS Visa Card Team
PO BOX 1204
or email it to firstname.lastname@example.org
I've forgotten my password
If you've forgotten your password and can't access SBS Bank Internet Banking, you can reset your password by clicking on the 'Forgot your password?' link on the login screen and following the prompts.
My credit card is about to expire, what do I do?
We'll send you a New Card before your current card expires (we do this automatically, you don't have to ask us to). If the New Card hasn't arrived by the time your card's due to expire, let us know.
A couple of exceptions apply though:
- we can't send a New Card to you at an address outside New Zealand;
- we won't send out a New Card if there's an Overdue Amount on your Card Account (or you're in default for another reason);
- we won’t send out a New Card if your account has been inactive for 6 months with no balance owing on it; or
- any other circumstances where it may cause a Security Event.
By activating your New Card, you agree to our terms that apply to the card at that time (so make sure you read them before you activate and use your New Card, as they may have changed since you got your old card). The most up to date version of these terms is available for you to read at here
What do I do if I don't receive an Authentication Code?
We might not have the correct mobile number on our records. Please call us on 0800 727 2273 during business hours (our Branch locations and operating hours can be found here).
What happens if a cardholder passes away?
If someone in your family who holds a credit card with us passes away then you should let us know as soon as possible by calling us on 0800 727 2273 and we'll let you know what information we require. We understand this will be a hard time for you and we will do our best to ensure the process is as easy as possible for you.
Why have I received an email, letter or SMS that my account is overdue?
If we've told you that your account is overdue, it means that we haven't received the Minimum Amount Due by the date stated on your monthly statement. You need to pay the amount that is overdue immediately.
I can't activate my credit card, what do I do?
If you're having problems activating your credit card, please call our helpful Credit Card Team on 0800 727 2273 and they'll be happy to help you activate your card.
Can I sign to authorise a purchase or do I have to use a Personal Identification Number (PIN)?
In New Zealand you are required to complete your transactions using your PIN (unless using payWave). Using your PIN offers more security against anyone attempting to fraudulently use your credit card.
To pay for transactions under the payWave limit,you can simply tap your credit card in front of a Contactless EFTPOS terminal and it will automatically process your purchase - there's no need for a signature or PIN. Tapping your card is you agreeing that the transaction amount is correct and authorising payment to be made from your Card Account.
For purchases over the payWave limit, you can do the same but you'll be required to enter your PIN. A different payWave limit may apply and you may be asked to enter your PIN or sign for your purchases when you use your card at an EFTPOS terminal overseas.
If you've forgotten your PIN or want to reset it, log into SBS Bank Internet Banking or call us on 0800 727 2273.
Can I use my credit card at an ATM?
Yes, you can use your credit card at an ATM. Cash advance fees and interest rates will apply for any cash withdrawal made. Please refer to the Fees and Charges associated with your credit card for full details.
Can I use my credit card overseas?
Yes, you can use your credit card overseas wherever Visa is accepted. We do recommend that you inform us when you are going overseas, this will help us identify if there are any suspicious transactions on your account.
Some fees apply when you use your credit card overseas. Please see our current SBS Visa Credit Card Fees and Charges.
Can I use my credit card by swiping the magnetic stripe?
Most EFTPOS terminals in New Zealand will require you to insert your credit card to complete your transaction. However, in some circumstances, especially overseas, you may be required to use your credit card by swiping the magnetic stripe in the EFTPOS terminal.
If in doubt, follow the prompts displayed on the EFTPOS terminal.
Do other countries have chip credit cards?
Yes. To minimise card fraud, chip credit cards are fast becoming the global standard. However, in some situations you may be asked to use your credit card by swiping the magnetic stripe in the EFTPOS terminals.
How do I block my credit card?
You can do this by calling our Emergency Assistance Line on 0800 727 2273 within New Zealand, or +64 9 623 7554 if calling from overseas and we’ll block your credit card immediately.
What's the payWave limit?
To limit the risk of COVID-19 in retail stores, the payment card industry collaborated with Payment NZ to roll out a temporary increase of the payWave limit from $80 to $200.
This is only a temporary measure and the limit increase will be reviewed by the industry when the need to manage COVID-19 has passed.
Please note when using your card overseas, a different threshold amount may apply to contactless payments and you may be asked to enter your PIN or sign for your purchases.
How do I use my credit card at an EFTPOS terminal?
To pay for transactions under the payWave limit, simply tap your credit card in front of a Contactless EFTPOS terminal and it will automatically process your purchase - there's no need for a signature or PIN. For purchases over the payWave limit, you can do the same but you'll be required to enter your PIN.
Alternatively, follow these steps:
- Insert your credit card into the EFTPOS terminal. Leave your card in the terminal throughout the entire transaction
- Select 'Credit' and then enter your PIN number
- Once the transaction is complete, remove your card from the EFTPOS terminal.