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ASB Scam Hub

Let's all get one step ahead of scammers.

Call 0800 ASB FRAUD

Need urgent help?

Worried you have fallen victim to a scam, have you spotted suspicious or unfamiliar activity on your account? Our specially trained team are available 24/7 on 0800 ASB FRAUD (0800 272 372) or +64 9 303 0332 if you’re calling from overseas.

Report a scam

    What to watch out for.

    For more information on common and emerging scams, you can check out our Scam Updates page to help you stay one step ahead of scammers.

    Find out more

    Report a security breach.

    If you've discovered a potential security vulnerability affecting an ASB service, you can report it.

    Report it here

What's new: our latest scam safety feature

We’ve added a new feature to give you confidence when making payments via FastNet Classic internet banking and the ASB Mobile Banking app. If you’re making a payment that looks unusual, we’ll pause you to ask a few quick questions. The questions will appear automatically, just follow the on-screen prompts.

Scams are getting more sophisticated; this extra layer of protection will help spot potentially unusual transactions before you pay – giving you control and peace of mind.

How to protect yourself and your business

Select your action:

Whether you're an individual or a business, here are some things you can do today to keep yourself, your accounts and your money safe.

  • Never share your sensitive information.
    ASB will never ask for your online banking password, PIN, full card details, or any authentication codes sent to your phone or your NetCode token. If you receive a call from someone claiming to be from ASB and they ask for any of these details, hang up and report it to our 24/7 Fraud team on 0800 ASB FRAUD (0800 272 372).

  • Use a strong and unique password.
    Use a phrase you can remember and add numbers/special characters like 3veryCh1ckenL0vrsBeetles!.

  • Enable two-step verification.
    Two-step verification helps protect your account from unauthorised activity. We may ask you to confirm your identity when logging in or making payments. Learn more.

  • Stop and think before clicking that link.
    Cyber criminals may send you messages containing links or strange attachments to catch you off guard and gain access to your systems or information.

  • Complete an ASB Security Checkup.
    Log in to FastNet Classic internet banking or your ASB Mobile Banking app. Click your name in the top right-hand corner (FastNet Classic) or the top right cog (ASB Mobile app), select security and then select "Security Checkup".

  • Set daily payment limits.
    Lower the amount that can be paid from your account in a single day.

  • Know it's really ASB with Caller Check in the ASB Mobile Banking app.
    When you're on the phone with ASB, we’ll send a Caller Check notification to your ASB Mobile Banking app so you know it's really us.
    Legitimate ASB Caller Checks are only sent through the ASB app. So, if you receive one anywhere else (like in a text message or email) - it's a scam.

  • Enable push notifications.
    Downloading the ASB Mobile app and enabling push notifications allows us to send you important security alerts.

  • Keep all of your digital devices up to date.
    Software updates (also known as patches) don't just add new features - they often fix security vulnerabilities with your devices too, making it harder for cyber criminals to take advantage of exploits to access your systems and information.

  • Type asb.co.nz into your address bar.
    We will never send an email or text with links directly to log into your online banking. Always log in by typing asb.co.nz into your address bar, or using the ASB Mobile app.

  • Stay smart on social media.
    Be mindful of the details you share about yourself and your loved ones online. Over sharing can lead to identity theft and scammers gaining access to sensitive information.

  • Get educated on scams.
    To read more on all the different types of scams, what to watch out for and how best to stay vigilant, check out our ASB Scam Updates. 

Check your business is doing these extra things to stay safe. 

  • Never share your sensitive information.
    ASB will never ask for your online banking password, PIN, full card details, or any authentication codes sent to your phone or your NetCode token. If you receive a call from someone claiming to be from ASB and they ask for any of these details, hang up and report it to our 24/7 Fraud team on 0800 ASB FRAUD (0800 272 372).

  • Double check invoice details when making a payment.
    Ensure email payment requests match with the vendor bank account details you have on record. Where uncertain, call the business on their publicly listed number to verify and make sure the invoices you pay are for goods and services you receive.

  • Backup your data.
    Creating one or multiple backups of your business' data is a crucial step in building Cyber resilience in your business. If your business data is compromised in any way - eg. lost, leaked or stolen - a backup lets you restore it quickly so your business can keep running.  

  • Train your staff.
    Have a plan for when things go wrong. Ensure staff are up to date on recent fraud and scam trends and know what to look out for and what steps to take.

  • Security matters.
    Register to our 'Security Matters' newsletter to keep up-to-date with recent scam trends and top tips to keep you and your business safe. You can also check out Own Your Online which is part of the New Zealand government's work to raise understanding of cyber security issues for individuals and businesses.  

What ASB is doing to keep you safe

Here are just some of our scam protection commitments that help keep you safe.

  • 24/7 fraud support
    Worried about security, a scam or think your account has been breached? You’ll always be able to get hold of us on 0800 ASB FRAUD.

  • Know you're paying the right person
    Confirmation of Payee ensures the account name and number match before a payment is sent. This helps you avoid sending money to the wrong person.

  • Know it’s really ASB calling with Caller Check
    Not sure if it’s really ASB calling? With Caller Check in the ASB Mobile banking app, you can verify when it’s really us calling and not an impersonator.

  • Smarter and faster fraud detection
    We're stopping scams before they start with advanced AI fraud protection monitoring to detect unusual behaviour and potential fraudulent activity on your account. If you're making a payment in FastNet Classic internet banking or the ASB Mobile app that looks unusual, we may pause you during the payment process to ask a few quick questions.​

  • Get instant help in your ASB Mobile Banking app
    In app secure messaging allows you to respond to us if a card transaction in question is genuine or wasn’t made by you.

  • Joining forces for stronger protection
    We are collaborating with the best and the brightest minds in the industry and teaming up with the National Cyber Security Centre, the FMA (Financial Markets Authority) and NetSafe to raise awareness of online safety and current scams. We also share insights with other banks to help prevent criminal activity.

Stay scam smart

Scams and fraud are getting more sophisticated and harder to detect which means it's easier to get caught out. To learn more about different types of scams, check out the ASB Scam Update page.​

There’s some helpful information below on how to get clued up on scams and what to watch out for.​

Scams and fraud are on the rise, they're getting more sophisticated and harder to detect which means it's easier to get caught out. 

Scams are malicious attempts to trick you into giving away your money, login details, credit card details or any type of personal information. Scammers often take advantage of your kind nature or while you're busy, stressed or multi-tasking. 

Key things you need to know about scammers:

  • Scammers are devious and persistent and will target anyone from all walks of life including businesses.
  • They will create a sense of urgency to rush you into decisions or slowly coerce you into doing something they want.
  • They will attempt to discourage you from doing any due diligence, talking to friends and family or seeking professional advice.

    It's ok to hang up if you're suspicious of who is on the other end of the call.

    If the person calling you claims to be from a company, take a sec to check. Call them back on their publicly listed number.

    It's ok not to respond to a text or direct message from someone you don't know.

Remember to never share your login details, password or PIN with anyone. ASB will never ask you for your login details, remote access to your computer or send you a text message with a link in it.

  • We will never send you a text message with a link.
  • We will never ask you to download or install any remote access software on your device.
  • If we sent you a text with a phone number to call, you can verify it on asb.co.nz before you pick up the phone.
  • We won't ask you to make transactions or transfer funds to protect your money or to help catch scammers or other criminals.
  • If something seems off or you believe the security of your accounts have been compromised contact us immediately on our 24/7 Fraud help line.
  • You're asked to share personal details or log-in details, password or PIN. 
  • You're asked to download third party remote access software giving someone else access to your device.
  • You're being pressured to act quickly and discouraged from speaking to friends or family and seeking advice.
  • You're offered guaranteed investment opportunities with above market returns.
  • You're cold called with an investment opportunity (this is illegal in NZ).
  • You're transacting online at marketplaces or social media forums with people who have only recently joined, have few or no followers and no reviews.
  • While communicating on established online marketplaces or websites you are asked to move to another platform such as WhatsApp or WeChat.
  • You're asked for money from someone you haven't met claiming to need your help.
  • You're asked to make payment using a money transfer service, like MoneyGram, Western Union, or using cryptocurrency, such as Bitcoin or preloaded debit cards or iTune cards.
  • You're asked to set up a new bank account or use your own account to transfer funds in and out.
  • Business email addresses you send payments to have changed.
  • You notice suspicious URL links (containing a different name, for example www.ASB.verify.xyz).
  • There are spelling mistakes, blurry logos or images in the messages or URLs.

How Sandra and Tim got scammed

How Tim was scammed out of $950

35-year-old Tim got an email that seemed to come from ASB labelled as 'Urgent'. The email informed him there was an unrecognised login to his account. It said he needed to verify his account details by clicking on a link in the email and entering his login details. Tim was worried that his account would be blocked and immediately clicked the link to verify his account details. He entered his username and password.

A few weeks later, Tim was scammed out of his holiday savings of $950.

Would you recognise a phishing email?

Take the quiz

How Sandra lost $80,000

61-year-old Sandra received a phone call from Daniel who said he was from her internet provider. Daniel said that Sandra had a problem with her internet connection and if she didn't act soon, it would be disconnected. She agreed to let Daniel help her, and downloaded and installed a computer program that gave Daniel access to her computer. Daniel also asked her to read out the special code he claimed he texted to her. So, Sandra read out the number in the text to him.

That day, Daniel scammed Sandra out of more than $80,000.

Would you hang up?

Test yourself

What to do if you think you've been scammed

    • If you are speaking to someone you think may be defrauding/scamming you, stop all contact immediately.
    • If you have made any payments - do not make any more.
    • Call us immediately on 0800 ASB FRAUD (0800 272 372). The sooner we know about it the greater the chance we have to get your money back.

  • ASB will never send you a message or contact you over the phone to ask for your internet banking passwords or full card details.

    If you have clicked on a suspicious link:

    • Close your browser.
    • Call us immediately on 0800 ASB FRAUD (0800 272 372) so we can help secure your account.
    • Empty your browser cache and clear your browse history.
    • Perform a virus scan on your computer using anti-virus software.
    • Forward the message to us at phishing@asb.co.nz and then delete it.

  • Fraudsters/Scammers will often make you feel a sense of urgency. The bank, police or any government agency will never ask you to send money away.

    If you're unsure about the person you're speaking to:

    • Politely hang up the phone.
    • Find a contact number for their company by searching online and phone them to confirm (don't use any phone number they provide to you).
    • If you have concerns about your bank account, call us 24/7 on 0800 ASB FRAUD (0800 272 372).

  • ASB will never: ask for your internet banking passwords or full cards details via email, text, phone or voice message.

    ASB does: send security alerts via your ASB Mobile App or Fastnet Classic internet banking if our fraud monitoring systems detect anything unusual on your account.

    If you have any concerns call us 24/7 on 0800 ASB FRAUD (0800 272 372).

Get help

Call us

If you're worried that there has been a breach in your ASB account security, please get in touch with us immediately on 0800 ASB FRAUD (0800 272 372 or +64 9 303 0332 if you're overseas. Our team are here to help 24/7.

There are also many organisations that can help, including:

For any other queries, please contact us below.

0800 803 804

Easy English

Read our 'Scams and Fraud' guide in Easy English.

Scams and Fraud in Easy English

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