There are a few reasons that your debit/credit card may not be added to your account.
Card is linked to another Zip account
If you attempt to add a card which is already associated with another Zip account, for security reasons you won't be able to add this to your account without that account holder's authorisation - even if the card belongs to you, or the card has been deleted from that person's account.
If this is a shared card and you need to add it to your account, the person who added the card to their account first must get in touch with our team here. We will need to confirm they agree to have the card linked to both accounts. Alternatively, you can add a different card to your account make your payments.
Once a card has been approved for use on an account, this cannot be undone. We recommend not sharing cards between Zip accounts for your protection.
Other Card Issues
If you're adding a new/replacement card to your Zip account, please ensure the following:
- The card has been issued by a New Zealand bank. We can only accept New Zealand Bank Visa/Mastercard credit/debit cards i.e. we do not accept American Express/AMEX cards. Prezzy cards or other prepaid debit cards cannot be used as a payment method on your Zip account
- The card has been activated. Depending on the card issuer you may need to visit an ATM to do this. Please follow the instructions given by the card issuer to activate your card
- There are funds available on the card. We take a $0.01 authorisation when you add a card to your Zip profile, so if the bank account linked to your card has a $0.00 balance, this authorisation will fail. You will need funds on your card in order to shop with Zip
- Your bank requires you to verify your request with a code that is sent to your mobile. You need to update this mobile number with your bank if you are not receiving the text as they are sending it from their system. The example below is from ANZ:
If all of the above requirements are met, we recommend getting in touch with your bank to let them know that Zip is receiving a 'Do Not Honour' message; they will be able to advise why the card is invalid.
If you still need assistance, please get in touch with our team here.