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?

We advise our clients to download the official mobile banking app only from reputable sources, including the official app stores (Google Play Store for Android devices or the Apple App Store for iOS devices. Note: This app is only available for iOS & Android devices at this stage. Other device types such as Windows phones or Blackberry will need to use the website-based Internet Banking site. It is also only available to clients with an account number that begins with the prefix ’38’ and uses the NZHLtransact internet banking site.

Do I have to pay to use the NZHL mobile banking app?
The app is free to download and there are no additional service fees from New Zealand Home Loans to use the app. Standard data usage charges through the your mobile phone provider will apply though.
What devices will the app work on?
This app is only available for iOS & Android devices at this stage. Other device types such as Windows Phone or Blackberry will need to use the website-based Internet Banking site. Devices using Android must be OS version 8.0 or above, and they must have a screen resolution of greater than 320×400. Devices using iOS must be iOS 16.0 or above.
I am filling out a direct debit form for my NZHL account – what info do I put in for ‘bank’ and ‘branch’?
If your account number begins with ’38’ the ‘Bank’ is Kiwibank and the ‘Branch’ is Wellington, PO Box 2082. Please send to New Zealand Home Loans, Client Care, PO Box 2082, Wellington 6140. If your account number begins with ’12’ the ‘Bank’ is ASB Bank and the ‘Branch’ is New Zealand Home Loans. Please send to New Zealand Home Loans, Customer Care, PO Box 33 845, Takapuna, Auckland.
Why do you only have mobile banking for ‘38’ customers?
We know,  it’s not ideal that not everyone gets to have mobile banking! We’re working really hard to get this sorted because we know that having this access is important but as yet we don’t have a confirmed eta for this.
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”.

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