• New Zealanders now have an easier and faster way to get a RealMe verified identity and access a range of online services.

    When renewing your adult passport online, you can choose to apply for your RealMe verified identity at the same time. Once your passport is issued, your RealMe application will be processed within five working days.

    Renew your passport

  • If you’ve forgotten your password, use the “forgot password” link on the RealMe login page.

    You’ll need to enter your username and an email address associated with that username. Alternatively, you can click on "Reset password by TXT instead" and enter your username and associated mobile number.

    Then click the "Next prove you're really you" button. You'll be asked for your Secret PIN (if you have one) or the answers to your security questions. Note: The answers to your security questions aren’t case sensitive.

    Once you have completed the security check, you will be emailed a one-use password you can use to log in. You will then be prompted to update the password to one of your own choosing.

  • If you’ve forgotten your username, use the “forgot username” link on the RealMe login page.

    You’ll need to enter an email address associated with your username. Alternatively, you can click on "Get username by TXT instead" and enter a mobile number.

    Click the "Get my username" button and we'll send you an email or TXT.

  • The simplest way to check if your identity details are correct is to log in to “My Verified Account” and review the information listed in “Your Identity”.

    Follow these easy steps:

    ·      Go to the RealMe Homepage

    ·      Click on “Login” in the top right corner of the page

    ·      Choose “My Verified Account”

    ·      Enter your username and password

    ·      Complete the Security check by entering in the 6 digit RealMe code from your device

    ·      Check the information in the “Your Identity” section.

    If your details are incorrect call us on 0800 664 774

    If you have changed your name:

           Click on “Manage your identity”

           Select “I’ve changed my name” from the left menu

           Update your details and submit the change

    We’ll send you an email to confirm the change, or if any further information is required.

  • Learn more about RealMe services in this video.

  • 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 a mobile device 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 Google Authenticator.
    • using a RealMe token (you’ll be sent this by the organisation that you’re logging into)
  • To change any of your login details, go to the RealMe home page click "login" and select "Manage my Login". Log in and select the item you wish to change from the menu.

    Some options require you to re-enter your password and a second factor login code. This will be sent to you by text message, or be available via the Google Authenticator app if you have this option set up on your account.

    Once your mobile is registered to receive second factor codes, it can't be deleted via self-service. Please give us a call.

  • 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, go to the RealMe home page, click 'Login' and select 'my verified account'. Log in and select 'I've changed my name'.

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

    To do this, go to the RealMe home page and cliock 'Login' and select 'manage my login'. Log in and from the left menu select 'Settings' and select 'Combine logins'.

    Log in with your second account and you will be stepped through which items you wish to merge and keep.

    Note: If you have used both logins for the same online service they are unable to be combined. You will see a notification on screen advising this.

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

    Your verified identity can be renewed from up to three months before it expires. To start your renewal, go to the RealMe home page, click 'Login' and select 'my verified account'. Log in and then choose ‘renew your identity’.

    If you haven’t already renewed, you’ll get an email one month before your verification is due to expire guiding you to re-confirm your credentials.

    If you don’t renew straight away, you can still use your RealMe username and password to login to 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 going to the RealMe home page, clicking 'Login' and selecting 'Manage my login'. Log in and from the menu select “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:

    • Go to the RealMe home page and click Login.
    • Select “manage my login” 
    • Enter your username and password
    • From the menu, select “add Google Authenticator”..
    • Install the Google Authenticator app on your phone and/or tablet.
    • Scan the QR code or manually enter the 16 digit secret key to associate the app with RealMe.
    • Enter the six-digit code from Google Authenticator into the box in step 3.
    • Click Continue


    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 your RealMe account anytime - just go to the RealMe home page, click 'login' and select 'manage my login'.  Log in and click 'Settings' and select “suspend account”.

    You will need to confirm you wish to proceed.

    If you want to reinstate your account later, call us on 0800 664 774 (or +64 9 357 4468 from overseas). 

  • The simplest way to check if your identity details are linked to your RealMe account is to log in to “My Verified Account” and look for a Green Tick next to “Your Identity”.

    Follow these easy steps:

    ·      Go to the RealMe Homepage

    ·      Click on “Login” in the top right corner of the page

    ·      Choose “My Verified Account”

    ·      Enter your username and password

    ·      Complete the Security check by entering in the 6 digit RealMe code from your device

    ·      Look at the box to the left of the “Your Identity” section.

           If there is a:

          Green Tick – Your identity information has been verified 

          Orange Arrow – Your application is in progress

          Empty White Box – You have not yet started an application to have your identity verified 

    How to verify your identity