TSB Debit Mastercard FAQs

If you live in New Zealand, a new card will be automatically re-issued to you at the beginning of the month your card is due to expire. It will be mailed to the postal address we have on file for you. You can check your address in online banking or the TSB Bank app. If it’s incorrect, please update it to ensure your new card finds the right home. 

If you're overseas or need an early replacement card for overseas travel, please call us on +64 6 938 3700 or 0800 872 226 from within NZ. We're available Monday-Friday 8am-6pm, and weekends 9am-5pm. You can find our public holiday hours here. 

If you never activated your card, a new card will not be re-issued. 

You can update your address in online banking, the TSB Bank app, or by calling us. 

 In online banking: 

 1. Click 'PROFILE' 

2. Go to 'Contact Details' section 

3. Type your new address in the search bar 

4. Click ‘UPDATE’ to save  

In the TSB Bank app:  

1. Open the menu and click your profile  

2. Click 'CONTACT' and then your address 

3. Type your new address in the search bar 

4. Click ‘UPDATE’ to save   

 If you don't have online or mobile banking, please call us on 0800 872 226 from within NZ, or +64 6 938 3700 if you’re overseas. We're available Monday-Friday 8am-6pm, and weekends 9am-5pm. You can find our public holiday hours here. 

Yes, if you need an early replacement card, please call us on 0800 872 226 from within NZ, or +64 6 938 3700 if you're overseas. We're available Monday-Friday 8am-6pm, and weekends 9am-5pm. You can find our public holiday hours here. 

If your card is automatically reissued, or you have ordered an early replacement card, you will have the same card number, so you won’t have to update any payments.  

If you order a new card due to it being lost, stolen, or cancelled, it will have a new card number, so you will need to update your payments. 

If you have Apple Pay or Google Pay™ set up, your new expiry date will be automatically updated in your digital wallet. 

Current cards are valid through to the last day of the month listed on the back of your card. For example, if you have an expiration of 05/26, you can use the card until 31 May 2026.   

While there is no annual card fee on the TSB Debit Mastercard, some other fees apply. A full list of the TSB Debit Mastercard fees can be found here. 

There are no transaction fees to use EFTPOS machines within New Zealand, or to withdraw money from any New Zealand bank branded ATM. As a TSB customer, you can also use any Allpoint ATM in NZ fee free. See our full list of rates and fees here.

You can make contactless transactions by tapping your card on a contactless reader. You can do this in New Zealand or overseas with any merchant or bank displaying the contactless symbol. You can insert or swipe your card instead if you prefer. 

When you apply for a TSB Debit Mastercard you’ll select a Default account for your card to access. You can also choose to have different accounts linked to ’cheque’ and ‘savings’ buttons. 

The card will use the linked account if you select ‘cheque’ or ‘savings’ when making a transaction at an EFTPOS terminal or ATM. The card will use your default account for online transactions, mail orders, telephone orders, contactless transactions, and most foreign currency transactions. 

WITHIN NZ: You can access two accounts through your debit card (through the ‘cheque’ and ‘savings’ options you see on an EFTPOS machine). If you added a cheque account to the card when you applied and want to pay from that account, select 'cheque'. If you added a savings account and want to use funds in that account, select 'savings.' If you choose 'credit', the transaction will be declined.  

OVERSEAS: If an option is given, you should select 'credit'. Funds will be deducted from the default account you specified, not your credit card. 

Yes, you can - this card isn't a credit card. Select your cheque or savings account when completing the purchase and funds will be deducted from your selected account. 

A TSB debit card isn't a credit or prepaid card, or another account option, so you don't need to pre­load it. It works similarly to an EFTPOS card (with a few extra benefits like shopping online), so it's attached to your nominated accounts and money is withdrawn directly from those accounts. 

Talk to us about opening another account and we can easily switch your nominated account to your new one. 

You are protected from fraud with Mastercard’s Zero Liability¹ promise. 

Apple Pay² and Google Pay³ are available on your TSB Debit Mastercard. Simply add your TSB Debit Mastercard to your mobile wallet so you can tap to pay in-store, in apps and online. Learn more about Apple Pay² or Google Pay³.

You can check out the TSB Debit Mastercard features here.

Follow one of the simple activation methods below, depending on whether you’re set up with online or mobile banking. 

Yes – I have TSB online or mobile banking: 

1. Log into TSB online banking or your TSB app
2. Click ‘SERVICES’ on the left-hand side menu 
3. Click ‘MASTERCARD PIN’ 
4. Follow the steps to select a PIN 
5. Your card will automatically activate and be ready to go

No – I don’t have TSB online or mobile banking:

1. Call 0800 872 226 Monday - Friday 8am-6pm or weekends 9am-5pm to select a PIN for your card, or +64 6 968 3700 if overseas.
2. Your card will automatically activate and be ready to go 

Your new PIN must follow these rules, to ensure that it is not easily guessed. If you use a PIN that does not follow these rules, you could be liable for any losses on your TSB Debit Mastercard. 

Don’t use these kinds of PIN:

Your birthday (2803) or year of birth (1978)
A spouse or child’s birthday, or an anniversary
Your age (3838) sequences or repeated numbers (1234, 1111)
Any sequence of numbers written on the card
Parts of a landline or mobile phone number
Parts of a driver’s licence number, or its expiry date
A locker or alarm code

Your TSB Debit Mastercard will be sent to the address that TSB has on file for you. You can check this is correct when you apply or within online banking or the TSB app if you’re a TSB customer.

That’s okay, your TSB Debit Mastercard will be delivered to your mailbox and is sent out inactive in an unmarked envelope. TSB has security measures in place to ensure that anyone that has the card needs to go through an identity check to be able to select a PIN and activate the TSB Debit Mastercard.  

Cards sent out via standard post usually arrive between 5-15 business days from the date the card is ordered. If you ask us to send your card via domestic courier, it should arrive between 3-5 days from the date the card is ordered. A courier fee may apply.   

Transactions on your TSB Debit Mastercard will appear on your statement and in your accounts when you log in to TSB online banking or the TSB app. 

Your available balance may be different to your account balance because of pending transactions you have against your account that haven’t been fully processed yet. In these cases, TSB need to wait for the merchant/retailer to process your transaction before we can match and clear the payment off your account balance. This process only happens during business days, so in some cases it can take up to 5 days to process. 

We might authorise a bank or merchant to complete a transaction that you requested. The authorisation confirms your debit card’s status (that it isn’t recorded as stolen or blocked), and that you have enough funds in your account for the transaction. A bank or merchant may not know the transaction’s actual cost, such as when you’re paying for hotel accommodation. In this case, we can authorise the estimated cost of your transaction. We’ll then reduce the available funds in your account by that amount. We’ll hold the authorisation against your account until we process a transaction that matches it. Otherwise, we’ll hold the authorisation for up to 5 calendar days, or longer if we’re required to. In some cases, your available funds can be temporarily reduced by both the authorised (estimated) amount and the actual amount. 

Find out more information on how to dispute a transaction on your TSB Debit Mastercard.