Card Security

Are all online shopping websites 'Verified by Visa'?

No, not all online shopping sites are Verified by Visa.  You’ll still be able to proceed with your online purchase, however we recommend you keep the following in mind:

• Buy from a reputable online retailer that you're familiar with

• Ensure the website is secure by looking out for a padlock symbol on the address bar

• Don't disclose your personal or credit card details if you're unsure about the website security

• Never give out your credit card details via email 

• If you're shopping on a mobile device, stick to sites and apps that you're familiar with

• Use common sense - if it doesn't look or feel right, then most likely it's not.

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.  Using your PIN offers more security against anyone attempting to fraudulently use your credit card.  However in some circumstances, you may be prompted to sign for your transactions.  

Alternatively, to pay for transactions under $80, you can simply wave or 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 $80, you can do the same but you'll be required to enter your PIN.  

If you've forgotten your PIN or want to reset it, log into Warehouse Money Connect  or call us on 0800 801 808.

Can I use my credit card at an ATM?

Yes, you can use your credit card at an ATM.

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 credit cards with chip?

Yes. To minimise card fraud, credit cards with chip 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 us on 0800 801 808 and we’ll block your credit card immediately.

How do I use my credit card at an EFTPOS terminal?

To pay for transactions under $80, simply wave or 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 Personal Identification Number (PIN).  For purchases over $80, you can do the same but you'll be required to enter your PIN.  

Alternatively, follow these steps:

Step 1: Insert your credit card into the EFTPOS terminal

           Leave your card in the terminal throughout the entire transaction

Step 2: Select 'Credit' and then enter your PIN number

Step 3: Once the transaction is complete, remove your card from the EFTPOS terminal.

What do I do if my credit card is lost or stolen?

If your credit card is lost or stolen, please call our Emergency Assistance Line which is available 24 hours a day.  

Emergency Assistance

Call: 0800 801 803 if you are calling within New Zealand; or

+64 9 212 5233 if you are calling from overseas.

A fee may apply when we issue you with a replacement credit card. Please see our current Credit Card Rates and Fees.

What do I do if my credit card isn't working?

If you're having problems with your credit card, simply call us on 0800 801 808 or phone +64 9 212 5234 and we'll look into the problem for you.

What is Secure Chip Technology?

Secure chip technology uses a microchip embedded in your credit card to store your card's data. Basically, it turns your information into a unique code when used at any EFTPOS terminal, which makes it difficult for anyone to copy and gives your card added security against fraud.

What is 'Verified by Visa'?

Verified by Visa is an additional security feature for online shopping at participating sellers. All our customers are automatically enrolled in the service as part of our Credit Card Terms and Conditions. Whenever you shop online using a seller who is also enrolled with Verified by Visa, the system makes sure that you are the person shopping with your credit card by verifying your identity.   

 If you'd like to know more, view our Credit Card Terms and Conditions or visit Visa for more information.

What type of information is stored on the chip that's on my credit card?

The chip on your credit card will store exactly the same details that would be contained on a magnetic stripe, details such as your name, card number and expiry date.  However, because the information is encrypted and uses various security measure to verify and validate your identity, it is extremely difficult to copy or counterfeit, giving you greater protection when you use your card.