Keeping your account safe
What is multi-factor authentication (MFA)?
When you sign into your account on the Air New Zealand website or on the Airpoints Store™, you usually prove who you are by providing a username and password.
Multi-factor authentication adds an extra layer of security to the sign-in process. After you've entered your account username and password, you'll need to complete an additional step to prove it's really you.
Combining your password with a second level of authentication makes it harder for someone other than you to access your account. It keeps your personal data safe and helps us protect your account against fraudulent activities.
How Air New Zealand uses multi-factor authentication
We'll occasionally require multi-factor authentication when you're signing into your account on the Air New Zealand website or on the Airpoints Store™. When we do, we'll send a six-digit verification code as a text message to the mobile phone number or send a verification link to the email address registered in your online account profile.
It's important to keep your contact information up to date to be able to receive your code or link. You can also add alternative authentication methods such as an authenticator app or security key to your account. You can do this anytime online in your account profile.
The verification code is valid for 10 minutes. If it expires before you enter it or you didn't receive the code, you can try again by requesting the verification to be resent up to five times.
If the verification code is not entered correctly after 10 incorrect attempts, your account will be temporarily locked for 10 minutes.
Important things to know
If you unexpectedly receive a text verification code
If you receive a verification code from Air New Zealand that you did not request, your account is still secure but it could mean someone is trying to log into it.
We recommend changing your password as soon as possible and choosing a strong password, even if you may have done this recently. If you use the same email and password combination elsewhere, it's a good idea to check those accounts and update those passwords too. Remember, always use unique passwords for online sites and services to keep them safe.
Air New Zealand will never ask you to disclose your password, except when you are logging into your account. If you have questions or have concerns regarding the security of your account, call us anytime using the phone number provided on our Help page, or if you're calling from outside of New Zealand, find your relevant contact number here.
Common questions about multi-factor authentication
I haven't received the verification code
- It can take up to one minute to receive the code
- Ensure the mobile number and email address in your online account profile is correct
- Check if you're blocking phone number 737; if so, unblock it and try again
- Check if you're able to receive text messages from another mobile phone number
- Check your email spam folders
The verification code I received doesn't work and my online account is now locked for 10 minutes
- Wait for 10 minutes and try to sign in again
- Ensure you're typing the correct six-digit number for your verification code
What do I do if I'm stuck?
Call us 24/7 on 0800 737 000, or if you're calling from outside of New Zealand, find your nearest contact centre number here.