If you see this warning on your profile, it means there is more than one Zip account set up with your name, email address and/or driver licence number. For security reasons our system applies an automated block to any accounts which share details, stopping you from being able to shop.
To recover your original account we'll need to see a copy of the ID document you signed up with, and a clear colour photo of yourself holding up this ID next to your face.
Please ensure the below criteria are met:
- The photos are clear and in colour
- Your ID document is valid (not expired) and is one of the following document types:
- NZ Driver Licence
- NZ Passport
- International Passport (also requires proof of Visa with minimum 6 months' validity)
- Kiwi Access/ 18+ card (also requires NZ Birth Certificate)
Please don’t send photos of photocopies, screenshots, or selfies with a filter, as these can’t be verified. You can attach your documents to a support request. In the request, please also confirm your preferred email address and phone number so we can ensure we have the correct details on your account.