If you see this warning on your profile, it means there is more than one Zip account set up with your name and/or driver licence number. For security reasons our system applies an automated block to all accounts with the same details, stopping you from being able to shop.
To recover your original account we will need to see a copy of your driver licence (front and back) or other ID document you signed up with, and a clear colour photo of yourself holding up your ID next to your face.
Please ensure the below criteria are met:
- The photo is clear and in colour
- Your ID document is valid (not expired) and is one of the following document types:
- NZ Driver Licence
- NZ Passport
- 18+ Card or Kiwi Access Card
- International Passport (also requires proof of Visa with minimum 6 months' validity)
You can attach your documents to a support request. Please ensure you do not send through photos of photocopies, or screenshots of your photo ID as these cannot be verified. 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.