• There is now a new improved way New Zealanders can verify their identity with RealMe. With one simple step, you can verify your identity with RealMe when renewing an adult passport online and use the photo required for your passport application to do two things at once. A simple tick of a box as part of the online passport application and New Zealanders now have an easier and faster way to get a RealMe verified identity and access a range of online services.

    Renew your passport

  • If you’ve forgotten your username or password (or both), use the “I forgot my username” or “I forgot my password” links on the RealMe login page.

    You’ll need to enter the same email address or mobile phone number you used when you set up your RealMe account.

    You’ll need either your secret PIN or the answers to your security questions to reset your password – your security questions aren’t case sensitive.

  • Whenever you log into a service that requires a bit more security, we’ll ask you for “second-factor authentication”. This is usually a code we send to your mobile after you’ve entered your password – either by text or through Google Authenticator. You have to enter the code to finish logging in.

    Because second-factor authentication requires both "something you know" (like your username and password) and "something you have" (like your phone or a token), it makes your account more secure.

    If you need to use a code, you’ll be told how you’ll get it when you log in. This could be:

    • by text to your registered mobile phone
    • using a RealMe token (you’ll be sent this by the organisation that you’re logging into)
    • using Google Authenticator.
  • To change any of your login details, log in to RealMe and go to Manage my RealMe, then follow the steps. Make sure you let us know if you’re changing your password because you think someone else knows it (e.g. you've seen suspicious activity in your transaction history).

    If you’re changing your registered mobile number, you’ll need to deregister your old one first. If you still have your old phone, you can do this online. Otherwise, you’ll need to call us.

  • If you change your name after you've verified your identity, you’ll need to tell us:

    • your new name in full
    • the date (or approximate date) it changed
    • whether the change was registered in New Zealand or overseas.

    If you changed your name or got married overseas, or if you were born overseas and changed your name in New Zealand before 25 January 2009, we’ll need to see proof — like your marriage certificate or documents showing a statutory declaration or deed poll change.

    To change your name, log into “Manage my verified identity”.

  • If you’ve accidentally set up more than one RealMe account, you can combine them so you only have one.

    To do this, go to “manage my login”, “manage my account” and then “combine logins”.

  • Your verified identity is valid for five years – after that, you have to re-confirm your credentials and get a new photo taken.

    You’ll get an email when your verification is due to expire. We’re making some changes in the RealMe system now, but at the moment to renew your verification you’ll need to reapply for a verified identity. When you’re completing your application, tick “yes” when you’re asked if you have an existing verified identity.

    If you don’t renew straight away, you can still use your RealMe username and password to log into other services.

  • A secret PIN is a 5-digit code you can use instead of security questions to reset your password online.

    Set up a secret PIN by logging into “manage my login” and selecting “add secret PIN”.

  • Google Authenticator is a mobile app for phones and tablets. If you’ve got a mobile registered with RealMe, you can link Google Authenticator to your RealMe account for extra security.

    Once you’ve set it up, you just open Google Authenticator each time you’re logging in using RealMe, and enter the code displayed in your app. The code lasts for 30 seconds.

    Tip: Google Authenticator is great if you’re overseas and can’t receive text codes.

    To set it up:

    • Log in to RealMe.
    • Go to “manage my login” then “add Google Authenticator”.
    • Enter your password and text code.
    • Install the Google Authenticator app on your phone and/or tablet.
    • Scan the QR code or add the secret key to associate the app with RealMe.
    • Enter the six-digit code generated by Google Authenticator.

    To help keep your account secure, we recommend only using your Google Authenticator app for RealMe.

  • If you need a token to use a RealMe service, you’ll be sent it when you sign up. Instructions on setting it up will be included - if you have problems setting your token up, call the direct dial number on your letter or our RealMe helpdesk.

    Tokens:

    • display a randomly generated number that changes every 60 seconds
    • last for three years – a new one will be sent to you before the old one expires
    • can be deactivated if you don’t need them anymore — give us a call to do this.

    If you’ve lost your token, call us. We’ll send out a replacement and get you an emergency code so you can log in while you’re waiting.

    If you have a token you don't need anymore, let your service administrator know or give us a call.

  • You can suspend or cancel your RealMe verified information or account anytime - just log in to your RealMe account, go to “manage my login” then “suspend account” or "delete account", and follow the steps.

    If you want to reinstate your account later, call us on 0800 664 774 (or +64 9 357 4468 from overseas). You'll need to re-verify any information you verified before you suspended or deleted the account.