Why is My One NZ changing?

We're making it easier and more secure to sign in to My One NZ. As part of this update, we're introducing a new sign-in experience that uses your email address, mobile number and secure verification methods like passkeys instead of passwords.

What do I need to do?

Make sure you’re connected to WiFi, download the latest version of the My One NZ app and complete the one-time setup the next time you sign in. The process only takes a few minutes.

Why do I need to do this?

We're improving the security of your account while making it easier to sign in. Once you've completed the one-time setup, you'll be able to sign in using Face ID, your fingerprint or your device PIN (where supported).

When do I need to do this?

You'll be prompted to complete the setup the next time you sign in after the new experience launches.

Setting up my new sign-in?

Most customers will complete the setup in just a few minutes.

Do I need to do this every time I sign-in?

No. You'll only need to complete the setup once. After that, you'll be able to sign in using your chosen authentication method.

Why do I need to verify my email address?

Verifying your email address helps us confirm it's really you and keeps your account secure.

Why do I need to verify my mobile number?

We'll use your mobile number to help verify your identity and protect your account.

What is a passkey?

A passkey is a secure way to sign in without using a password. Depending on your device, you can use Face ID, your fingerprint or your device PIN to sign in quickly and securely.

Do I have to use a passkey?

Where supported, we recommend using a passkey because it's a faster, easier and more secure way to sign in. If you choose not to, you can still sign in using a one-time code.

Does One NZ have access to my Face ID or fingerprint?

No. Your biometric information stays with your device and isn’t shared with One NZ.

Updating the app - Do I need to download a new app?

Yes. To use the new sign-in experience, you'll need the latest version of the My One NZ app. You can download or update it from the App Store or Google Play.

What happens if I don't update the app?

You'll need the latest version of the My One NZ app to sign in and access your account. If you don’t update the app, you won’t be able to access your account in My One NZ.

Will I lose my services?

No. Your One NZ services and accounts remain unchanged when you sign in using your existing My One NZ email address. During setup we'll securely connect them to your My One NZ account.

Will I lose my Phone Dollars?

No. Your Phone Dollars remain linked to your mobile number.

Why can't I see my services straight away?

Once you've completed the setup, we're securely connecting your services to your account. This usually only takes a few seconds.

How can I add services to My One NZ profile?

You can add a service or account to your My One NZ profile by following our step-by-step guide

I didn't receive my verification code.

Check your email's Spam or Junk folder if you're waiting for an email. If you're waiting for a text message, make sure you've entered the correct mobile number and have mobile coverage. You can also request a new code.

My verification code has expired.

Verification codes expire after a short time to help protect your account. Simply request a new code and try again.

I entered the wrong code.

Check the code you've entered and try again. If the code has expired, request a new one.

I’m having trouble registering.

f you receive an error when registering, check that you’ve entered your email address correctly. You may already have a My One NZ account. Try entering your email address again on the registration screen or use it to sign in instead. If you still need help, contact us.

I'm having trouble signing in.

Try signing in again using the latest version of the My One NZ app. If you’re still having trouble, Contact Us.

What happens if I receive a verification code I didn't request?

If you didn't request this code, visit one.nz/help/scam-safety for further guidance. Never share your verification code with anyone. One NZ will never ask you to tell us your verification code.

What happens if I receive an email asking me to verify a new email address that I didn't request?

If you didn't request the change, don't select the verification link. Your email address won't be updated unless the verification is completed.

Why do you need my email address and mobile number?

We use your email address and mobile number to verify your identity, protect your account and communicate important information about your One NZ services.

What happens if I receive an email asking me to verify a new email address that I didn't request?

If you didn't request the change, don't select the verification link. Your email address won't be updated unless the verification is completed.

Why am I being asked to register again?

If you have a My One NZ account with us already, please enter your My One NZ email address into the sign-in screen. You're not creating a new account. You're completing a one-time setup for our new, more secure sign-in experience. Once you're setup, you’ll continue using your existing My One NZ account, with a simpler and more secure way to sign in.

Why have some of my services disappeared after I changed my mobile number?

When you change the mobile number linked to your My One NZ profile, some services linked to your previous number may no longer appear. You may need to add these services to your My One NZ profile again .