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Troubleshooting the BNZ app

Here are some fixes to try if you’re having difficulty:

Difficulty setting up the BNZ app

If you’re having difficulty setting up the BNZ app, first try restarting your device. Then try checking:

  • your device is using the latest iOS or Android operating system available
  • you’ve downloaded the BNZ app from the App Store (iPhone and iPad) or Google Play store (Android phone or tablet). If you didn’t download the BNZ app from either of these sites, uninstall it from your phone, then reinstall the app from the App Store or Google Play store
  • you have the latest version of the app through the App Store (iPhone and iPad) or Google Play store (Android phone or tablet). If the button on the page says ‘Update’ (rather than ‘Open’) that means there’s an updated version of the BNZ app available. Tap on Update.

Difficulty updating the BNZ app

If you’re using an unsupported version of the BNZ app, you’ll be prompted to update before you can continue using the app. 

How to update the app

  1. Check that your device is using the latest iOS or Android operating system available.
  2. Update your operating system if it’s no longer supported.
  3. Update the BNZ by opening the App Store (iPhone) or Google Play Store (Android).
  4. Search for BNZ mobile.
  5. Select Update.
  6. Once the update is complete, close the app completely and reopen it before logging in again.

In some cases, updating the BNZ app may require you to set up the app again. If this happens, follow the on-screen prompts.

Keep your app up to date

We recommend enabling automatic app updates on your device. This helps ensure you always have the latest version of the BNZ app, including new features, performance improvements, and security enhancements.

Opening or logging in to the BNZ app does not automatically update it. Updates must be installed through the App Store or Google Play Store, unless automatic updates are enabled.

Difficulty receiving SMS or email confirmation codes

If you’re having difficulty receiving SMS or email confirmation codes, try checking:

  • we have the correct email address and phone number for you. To update your contact details, you can call us on 0800 275 269 (or +64 4 931 8209 from overseas^) or visit a branch
  • whether the email has gone into your Spam or Junk folder
  • your mobile coverage. You may not be receiving the email or SMS due to coverage, which will cause a delay with the phone provider. You can try moving to an area with better reception
  • if you’ve blocked the number BNZ is using to send the verification code. It can be sent from several different phone numbers. You can typically view the list of blocked numbers, or check if auto-blocking has been enabled, through the Settings menu on your phone.

If you’re transferring your mobile number over to a new provider, you won’t receive any SMS until the porting process is finished.

Difficulty logging in to the BNZ app

If you’re having difficulty logging in to the BNZ app, try checking:

If it’s been over 90 days since you last used the BNZ app, you may need to re-install it for security reasons.

If the software code has been modified on your device, you’ll need to install the BNZ app every time you log in for security reasons.

If these fixes don’t work, you may need to wait and try again later. It could be a result of high demand at a particular point in time.

How to correct the time on your device

For iPhone and iPad

  1. Select Settings.
  2. Select General.
  3. Select Date & Time.
  4. Under Date & Time, enable Set Automatically.

For Android phone or tablet

  1. Select Settings.
  2. Select System & updates.
  3. Select Date & Time.
  4. Enable Automatic date and time.

Setting up the BNZ app from overseas

Where possible, we recommend you set up the BNZ app in New Zealand before you travel overseas. If you’re having difficulty from overseas, try some of these fixes.

If you reside overseas and have an international phone number, check the phone number we hold for you includes the international code. For example, 0061 for Australia. While most international mobile numbers work perfectly well, this is not always the case. If you’re still having difficulty, and you have a New Zealand phone number, you can try using that number instead, and turn on roaming.

If you reside overseas and have a New Zealand phone number, that is the preferred contact number for us to hold for you.

Receiving the SMS verification code may work better in a different location or country. BNZ cannot guarantee the timely delivery of the SMS verification code required to set up the BNZ app. It’s handled by the local carrier in the country.

Still having trouble?

If you’ve followed these steps and still need assistance with setting up the BNZ app on your device, you can call us on 0800 275 269 (or +64 4 931 8209 from overseas^) or visit a branch.