My Account

Signing Up

• Why do I have to verify my identity?
• I don’t have a NZ Driver Licence, how can I sign up?
• Zip couldn’t verify my driver licence, how do I complete my account sign-up?
• What do I do if my email or phone number is already registered?
• Why couldn't you verify my identity with my driver licence?

Account Issues

• I have a new phone number and can't log in to the app. Help!
• I'm having trouble accessing my customer account
• It says I have a duplicate account and I can't shop. Help!
• Why does the app say my account is in default when I've caught up on all my payments?
• Why is my instore code not working?

Making Changes

• How do I change the personal details on my account?
• How do I close my account?
• How do I stop payment reminder text messages?
• How do I add, remove or change a card on my profile?
• I'm having trouble adding a card to my account

My Spend Limit

• How is my spend limit determined?
• Can I increase or decrease my spend limit?
• Will Zip's credit check affect my credit score?
• I want to buy something with my Zip account but my spend limit is under the value of the item. What are my options?
• Why wasn’t I accepted?
• I've used a Zip account to pay for fines with Auckland Transport. Why can't I use it for anything else?