Real answers.

Once your application is submitted (either online or at a photo store) you should expect to hear back from us in up to 5 working days. We'll contact you by email if we need any further information or to confirm that your verified identity has been approved.

RealMe login is a username and password you use to access government services online. It is unique to you, and doesn't share any of your personal details. Only you can see where and when it has been used.

RealMe verified identity is your online identity, that allows you to prove who you are when organisations need to know who they are dealing with. When you use your verified identity online, you must consent to share your details, so you are in control of your personal information.

The simplest way to check if your identity details are linked to your RealMe account is to log in from the home page and look for "Verified" in green next to “Your Identity”.

Follow these easy steps:

• Go to the RealMe Homepage
• Click the “Log in” button at the top right corner of the page
• 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 words “Your Identity”.

If there is a green box with the word "Verified" in green inside it, you have a RealMe verified identity.

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

Follow these easy steps:

• Go to the RealMe Homepage
• Click on “Log in” in the top right corner of the page
• 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 (or +64 4 462 0674 from overseas)

If you are not in New Zealand you can still create a RealMe login (username and password) and provide an overseas phone number for your contact details.

You can also apply for a RealMe verified identity from overseas by applying online using your NZ passport or citizenship details and taking your own photo as part of the apply process.

If your RealMe verified identity expires while you are overseas you can easily renew it by taking your own photo as part of the online renewal process.

We can only issue a verified identity with information that matches an authoritative source record such as a New Zealand passport, citizenship, birth, or immigration record.

If you apply using a New Zealand passport or citizenship record, your gender will be passed through from the passport or citizenship record. If you apply using a birth or immigration record, you will need to enter your gender as Male, Female, or Other, and this will be manually checked against the record by our processing team.

If you’ve forgotten your password, use the “forgot password” link on the RealMe log in 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 “Send code” button. You’ll be sent a six-digit code by email or text. Enter the code from the email or text into the confirmation code field and click the “Confirm code” button. You can then enter a new password, confirm that password by entering it again, and then click the “reset password” button.

If you’ve forgotten your username, use the “forgot username” link on the RealMe log in 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 “Send code” button. You’ll be sent a six-digit code by email or text. Enter the code from the email or text into the confirmation code field and click the “Confirm code” button. You’ll receive an email advising you of your username.

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 'Log in'. Log in and select 'I've changed my name'.

To update your gender, go to the RealMe home page, click 'Log in'. Log in and under My verified identity select 'Update my gender'.

You’ll need to tell us:

• the gender you want recorded on your verified identity
• which official document has that gender recorded (i.e. your passport, your NZ citizenship record, or your NZ birth certificate).

We may need to see your document, e.g. an overseas passport. If so, we will contact you about how to send it to us.

To change any of your login details, go to the RealMe home page and click "Log in". Log in and click on the "Settings" tab, then 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 Authenticator app if you have this option set up.

Once your mobile is registered to receive second factor codes, it can't be deleted via self-service. Please give us a call on 0800 664 774 (or +64 4 462 0674 from overseas).

You can suspend your RealMe account anytime so that your login cannot be used.

If you need to do this call us on 0800 664 774 (or +64 4 462 0674 from overseas).

If you decide to reinstate your account later, just give us a call.

If your verified identity was issued before 5 January 2023 it is valid for five years – after that, you have to re-confirm your credentials and get a new photo taken. Your renewed verified identity issued from 5 January 2023 will be valid for 10 years.

You'll get an email reminder 30 days before your identity expires, and then another reminder 14 days before it expires.

To start your renewal, go to the RealMe home page, click 'Log in'. Log in, complete your second factor security check and then choose ‘Renew Your Identity’. Confirm your details are correct, then either take your own photo using the camera on your device, or you can choose to get a new photo taken at a participating photo store within 14 days.

We'll email you to confirm that your verified identity has been renewed.

If you don’t renew straight away, you can still use your RealMe username and password to log in to other services that don't require a verified identity and continue to use services you have already signed up with.

The RealMe service enables you to verify your address through the New Zealand Post Address Verification Service.

To verify your address follow these easy steps:

• Go to the RealMe Homepage
• Click “Log in” in the top right corner of the page
• Enter your username and password
• Complete the Security check by entering in the 6 digit RealMe code from your device
• In the “Your Address” section click "Verify my address", then follow the prompts.

The way it works is simple:

1. Add your home address. Simply enter the address of your main place of residence (your primary home address) online in the New Zealand Post Address Verification Service, or choose your primary address in the Address Verification Service where you have already provided that address to New Zealand Post (for example, when you registered to use New Zealand Post online services, or when you used the "Manage My Addresses" service). You'll also have to add your full name and date of birth.
2. The system will then attempt to match your details to trusted online data sources. If a match is made your address will be verified immediately.
3. If no match is made, New Zealand Post will physically mail a verification code to the address you selected. This will take five to seven business days to arrive.
4. Enter your code. When your code arrives, just go to the RealMe home page, log into your RealMe verified details and enter it in the space provided.

Please be aware that only New Zealand home addresses can be verified for use with RealMe. You cannot verify an overseas address, P O Box or Private Bag for use with RealMe.

To update your verified address with RealMe, follow these steps:

• Go to the RealMe home page and click Log in
• Under "Your Address" section, select "UPDATE YOUR ADDRESS"
• Once transferred to the New Zealand Post Address Verification Service, select the "ADD YOUR HOME ADDRESS" option.

Only your main place of residence (primary home address) can be verified for RealMe. You cannot use a P O Box, temporary accommodation address or non-residential address with RealMe.

If RealMe no longer uses one or more of your original security questions, you will need to update these before you can access the Manage and Verify links on the Home tab. Follow these steps:

• Go to the RealMe homepage and click Log in to enter your username and password, (and six-digit RealMe code if required)
• select ‘Settings’ tab - click "Yes exit" to discard changes (if required)
• click "Change your security questions" to update any of your three security questions that are blank.
• select 'Save changes'
• you'll receive the 'Account Saved' message
• select ‘Continue’ to navigate back to the Home tab.

The buttons on the Home tab should now be accessible.

If you’re being prompted for an authenticator code, it’s because you’ve previously registered an authenticator app in your RealMe account. If you no longer have the device with the authenticator app, phone the helpdesk on 0800 664 774. We'll help you sort it.

If you are experiencing browser issues, you can try clearing your browser cache and cookies.

Google Chrome

Safari - iPhone, iPad or iPod touch

Safari - Mac

When logging in with RealMe, if you receive a warning that states "There is a problem with this website's security certificate", you can be assured that RealMe's security certificates are always kept up to date. The issue is likely to be a browser, computer or network setting.

We would recommend completing an online search for your specific device, browser and operating system for a solution.

Common solutions include checking your network time and date settings are correct, or clearing your browser cache.

Our system for issuing a verified identity has a limited set of accepted characters: a – z, A-Z, - (dash/hypen) and ‘ (apostrophe). At present we cannot issue diacritics or any other special characters, but expanding the accepted characters has been added to our improvements backlog.

When you apply for or renew your verified identity using your NZ passport (issued within the last 12 years) or citizenship certificate (issued within the last 12 years) you'll be presented with an option to take your own photo using the camera on your phone, laptop, tablet or desktop. This means you can skip the visit to a photo store. To capture your photo online, make sure you're in a well-lit space with a plain background.

Ensure your device meets these system requirements:

Compatible Devices/Browsers

Apple iOS 11.0 or above (NOTE: iOS 15.0 is not supported. Please upgrade to iOS 15.1+) MacOS High Sierra 10.13.6 or above Browser: Safari, Chrome 53.0 or above, Firefox 52.0 or above

Android Android 5.0 or above Browser: Chrome 53.0 or above, Firefox 52.0 or above, or Internet App for Android browser

Windows Windows 7 or above Browser: Chrome 53.0 or above, Firefox 52.0 or above, or Edge HTML 16.0 or above

If you are creating a RealMe login (username and password) from overseas and you are having trouble entering your phone number, try leaving out the 0 at the beginning of your number when you enter the “Prefix”.

If you are in Australia, select Country code Australia (+61), then in the “Prefix” field enter the area code without the 0 - just the single digit 2,3,7 or 8, then enter the number in the number field. (Mobile numbers will have the prefix 4).

For example if your phone number is 02 3456 7890, you would enter 2 as the Prefix, then 34567890 as the number.

Please check you have entered your address details correctly.

If the address displayed correctly matches your address, please request a new verification letter by:

• Go to the RealMe homepage and click Log in
• Under "Your Address", then select "Update your address"
• Once transferred to the New Zealand Post Address Verification Service, click "Request New Code" button.

Please be aware that if the original letter arrives after you've requested a new verification letter, the PIN shown on the original letter will not be valid. Please make a note of the date you requested your new verification code so you only attempt to enter the most recent code.

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 and clicking 'Log in'. Log in and click the "Settings" tab, then from the menu select “Add secret PIN”.

Your PIN number must be 5 digits, and you cannot have three of the same number or more than three consecutive numbers.

Whenever you log in to a service that requires a bit more security, we’ll ask you for “second-factor authentication”. Linking an Authenticator app to your RealMe account is one way to provide that extra security.

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

Setting up second factor authentication

The first time you log in to a service that requires additional security, we’ll prompt you to set up second-factor authentication either by text or through your Authenticator App.  To use an Authenticator app, complete the following steps:

• Ensure you have an Authenticator App installed on your device.
• Tip: If you do not have an Authenticator App installed on your device, you can download one. We recommend Google Authenticator available from either App Store (Apple) or Play Store (Android).
• Open your Authenticator App and click the ‘plus’ icon to add a new code, then for:

Google Authenticator, choose to ‘Scan a QR code’

• Scan the RealMe QR code
• Enter the 6-digit code displayed on your Authenticator App into the RealMe ‘Confirmation Code’ field then click the ‘Confirm Code’ button.

You can now use your Authenticator App to log in to a service that requires additional security when prompted for “second-factor authentication” - just open your Authenticator app and enter the code displayed for RealMe.

I can’t scan the QR code, what can I do?

Try clicking the link provided on screen under the QR code “Unable to scan the QR code? Click here."

Alternatively, you can set up your registration manually. Open your Authenticator App and click the ‘plus’ icon to add a new code, then for:

Google Authenticator

• Choose to ‘Enter a setup key’ and enter the following details:

Account name: RealMe

Your key: Enter the key displayed on screen

Type of key: Time based

• Click ‘Add’.

I tried to use the on-screen link but it’s not working for me.

You must have an Authenticator App installed on your device for the link to work.

If you are using an Apple device, the built in Apple Password Manager may launch. If this happens, set up your registration manually as detailed in the section above.

I already have TEXT “two factor authentication” can I add an Authenticator App?

Yes, you can, simply follow the steps below.

• Ensure you have an Authenticator App installed on your device. If you do not have one installed on your device, you can download one. Authenticator apps are free to use. We recommend Google Authenticator available from either App Store (Apple) or Play Store (Android).
• Go to the RealMe home page and log in.
• Click the Settings tab.
• From the menu, select ‘Change your Authenticator App’.
• Open your Authenticator App and click the ‘plus’ icon to add a new code, then for:

Google Authenticator, choose to ‘Scan a QR code’

• Scan the RealMe QR code.
• Enter the 6-digit code displayed on your Authenticator App into the RealMe ‘Confirmation Code’ field then click the ‘Save changes’ button at the top right hand side of the screen.

You can now use either your Authenticator App or TEXT to log in to a service that requires additional security when prompted for “second-factor authentication” - just open your Authenticator app and enter the code displayed for RealMe.