Client Support & FAQs
Help, I'm locked out of internet banking.
If you use www.nzhltransact.co.nz or the mobile app for internet banking you can contact our Client Care team directly on 0800 333 238 (+64 4 382 1768) to have your password reset. If you use www.nzhlonline.co.nz for internet banking you can contact our Customer Care team on 0800 500 173 (+64 9 487 9991) to have your password reset. Note: for security reasons your password cannot be reset via email
Can I use my NZHL EFTPOS card overseas?
Yes, our EFTPOS cards can be used overseas. If you have a CIRRUS logo on the back of your card you can use this at ATMs that display the CIRRUS logo. If you have a PLUS logo on the back of your card you can use this at ATMs that display the PLUS logo. Additional fees may apply. Please refer to the Fees and Limits Guide or contact us for details.
How can I get a new eftpos card?
If your account number begins with ’38’ you can order a new card online* at www.nzhltransact.co.nz (simply select ‘Settings and Services’ and then ‘Order New Zealand Home Loans Card’). For assistance please contact Client Care on 0800 333 238 (+64 4 382 1768). *If your card has been lost, stolen or needs replacing due to wear you will need to cancel your current card first which can also be done online at www.nzhltransact.co.nz.
If your account number begins with ’12’ or you use www.nzhlonline.co.nz you can order a new card by contacting Customer Care on 0800 500 173 (+64 9 487 9991)
I would like to have funds deposited into my NZHL account from an overseas bank account. What information do I need to do this?
If the New Zealand Home Loans account number begins with ’38’ please provide your overseas bank with the following details:
- Account: The account number – no hyphens (15 digits in total) e.g. 389001012345602
- Account Name: Full name of the account – no initials
- Address: Full street address (not PO Box)
- Bank: Kiwibank Limited, Wellington, New Zealand
- Swift Code: KIWINZ22
If the New Zealand Home Loans account number begins with ’12’ please provide your overseas bank with the following details:
- Account: The account number (15 digits in total) e.g. 12-3XXX-XXXXXXX-XX
- Account Name: Full name as shown on your account
- Bank: ASB Bank Limited, 12 Jellicoe Street, Auckland 1010, New Zealand
- Branch: Auckland
- Swift Code: ASBBNZ2A
- Clearing Code: 123236
Where can I get the NZHL Mobile Banking app from?
Do I have to pay to use the NZHL mobile banking app?
What devices will the app work on?
I am filling out a direct debit form for my NZHL account – what info do I put in for ‘bank’ and ‘branch’?
Why do you only have mobile banking for ‘38’ customers?
Do I have to use the 4 digit security code to login?
No, this can be controlled in the “Settings” page. Can I use the same 4 digit pin as I use to unlock my smartphone already? Yes, although this is not recommended (e.g. kids that know your phone pin to play games will then be able to get into banking as well). What if I forget my 4 digit security code? Simple, just press “Login help” > “I forgot my code” and then use your standard internet banking login details. What if I want to change their 4 digit security code? Simple, just press “Settings” > “Security” > “Change Security Code”.