Two-Factor Authentication FAQ's


NZHL clients with account numbers starting with 38 are receiving security enhancements to their internet and mobile banking.
Two-factor authentication or 2FA is an extra measure of security on top of your password that makes it harder for fraudsters to transact on your account. The changes will be effective from 13th June 2018.

What is two-factor authentication?
Two-factor authentication (2FA) is an additional security feature offered on NZHL Prime Loans to protect your account when transacting online.  You will be required to enter a One-Time Pin (OTP) sent to your registered mobile number when performing certain actions like approving a payment, transferring money overseas or registering via our mobile app.

How does it work?
When you are performing certain transactions online, a unique One Time Pin will be sent to your registered New Zealand mobile number by text message.  You will simply need to enter the pin to authorise the transaction.

How long is the One Time Pin valid?
The One Time Pin contains an expiry time in the text message generated and will be rejected if used after this period.  If this occurs, you will need to request a new one when prompted.

What if a fraudster gets my One Time Pin?
If for some reason your OTP is compromised, your internet banking access number and password will be your additional layer of security. You must always keep your access number and password protected by never sharing it with anyone.

Will this apply to all transactions?
Not at all, our intuitive fraud detection systems help identify when a One Time Pin is required and is managed by a team of security experts.

Why was this implemented?
We place our customers at the centre of everything we do and by doing so we have listened to feedback received and put the measures in place to give our customers one less thing to worry about.

What happens if I left my phone at home or my mobile number has changed?
In either case, contact us on 0800 333 238 and we’ll help you make the transaction

Am I being charged for this service?
Not at all, One Time Pin’s sent via SMS is free to all New Zealand mobile numbers.

What happened if I’m travelling?
We recommend that you check with your provider in case there are charges to receive texts messages when travelling internationally.  Since we would rely on international phone providers we cannot guarantee you’ll be able to receive a One Time Pin SMS when travelling overseas.


For any concerns or queries regarding two-factor authentication please contact our Client Care team on 0800 333 238