Keeping your account safe

• It can take up to one minute to receive the code
• Ensure the mobile number and email address in your online account profile is correct
• Check if you're blocking phone number 4519; if so, unblock it and try again
• If the text verification code is being sent via WhatsApp, check if you're blocking phone number +6498849776; if so, unblock it and try again
• Check if you're able to receive text messages from another mobile phone number
• Check your email spam folders

• Wait for 10 minutes and try to sign in again
• Ensure you're typing in the correct six-digit number

If your phone number has changed, update it in your account settings immediately. In case you've lost access to your old phone number and get prompted for MFA, you'll need to use another authentication method. If you don't have an alternative MFA method set up, please reach out to our support team for assistance in updating your contact information. Ensuring you have strong MFA methods set up is vital to maintaining the security and accessibility of your account.

Keeping your contact details accurate and having reliable MFA options enhances the protection of your account against unauthorized access and potential security threats.

For more information on how to add MFA method, click here.

Receiving an unexpected verification code from us may raise some concerns, but rest assured that your account's security is still intact. This situation can arise from various scenarios, such as leaving a tab open, someone mistakenly entering your username, or even a system glitch. In rare cases, it could indicate an attempt to access your account without your knowledge.

To ensure the safety of your account, take the following steps:

• Do not share the verification code: Never share the received verification code with anyone, as it is a critical security measure to protect your account.
• Monitor your account activity: check your account activity to ensure there are no unauthorized logins or suspicious actions.
• Enable additional security measures: we strongly advise you to enable an additional MFA method, such as Passkeys, to ensure your account is protected with the strongest form of security we offer.
• Clear unknown sessions or tabs: Log out of all active sessions and close any unfamiliar tabs or applications that might be triggering MFA.

If you suspect any security issues, contact our support team for assistance and further investigation.

Call us 24/7 on 0800 737 000, or if you're calling from outside of New Zealand, find your nearest contact centre number here.