Why can't I log in?

Anyone with an active One NZ account can take advantage of the One NZ Rewards. If you're having trouble logging in or unlocking rewards we've listed some potential reasons below:

#1: Your My One NZ log in information is incorrect

If you are getting stuck on our Sign In page and being shown an 'Incorrect details' error message we'd recommend clicking on the reset password button.

If you continue to have trouble resetting your My One NZ password or believe your account has been locked we recommend contacting the One NZ Customer Care team by dialling 0800 800 021 or 777 from your mobile phone.

The One NZ Rewards team do not have any access to customer's account details so we are unable to help with My One NZ sign in issues. Alternatively, you can fill out the customer care teams contact form here.

#2: You've signed in to Rewards but are being shown a "Get Access" message

If you log in to One NZ Rewards with your My One NZ account and you see a Get Access message then it generally means we can't see your Service (either a mobile or broadband service) associated with your My One NZ account. This means we just need a bit more information before you can access Rewards.

Step One: Check whether you have a Service added to your My One NZ account by logging into My One NZ here.

Step Two: If you don't see a Service listed, click on the "Add a Service button" and then follow the prompts.

• If you don’t know your Bill Type you can use this helpful guide to finding your bill type.
• The 4 digit security PIN for your One NZ account. Try a 4 digit number that you commonly use, or try the year you are born. If neither of these work, please call One NZ on 0800 800 021 and tell them you are trying to add a Service to your My One NZ account.
• Once you've added a Service head back to One NZ Rewards, click on the person icon on the top right of the Rewards site. Sign out and then sign in again.
• If you still have an issue you can call us on 0800 102 902 or email us on hello@onenzrewards.nz

Step Two: If you do see a Service listed, head back to the Rewards site and try these steps:

• Click on the person icon on the top right of the Rewards site
• Sign out
• Sign in again.

If this doesn’t resolve your issue, continue the steps below:

• Clear the cache on your browser (there are some good instructions on how to do this here if you don’t know how). Close the browser after you’ve finished this process
• Open One NZ Rewards again, try logging in again.
• If none of these steps resolve your issue, call us on 0800 102 902 or email us on hello@onenzrewards.nz

#3: You've signed in to Rewards but are being shown a "Add a Service" message

Adding a Service to My One NZ connects your Mobile/Broadband account information to your My One NZ profile so we can validate you as a customer.

Since the One NZ Rewards website is seperate to the My One NZ app, we need customers to connect their account information to their profile before being given access to Rewards.

Here are step-by-step instructions on how you can add your Service to your My One NZ:

• How to connect your Prepay Service

• How to connect your Pay Monthly Service

• How to connect your Broadband Service