Your client's NZ passport or ID check may have failed because your account doesn't currently have access to the New Zealand passport database, not because of a problem with the document itself.
Why this happens
By default, your account checks documents against Australian government data sources. New Zealand passport data is held separately by the NZ Department of Internal Affairs (DIA), and this data source has to be switched on for your account before it can be used. Until it is, any NZ passport presented for verification will come back as a fail or an error, even when the passport is completely valid.
How to fix it
Complete the Data Application form: Data Application. This registers your account for NZ passport and ID checks.
Email [email protected] once you've submitted the form, so we can follow it through for you.
We'll confirm with you once access is active.
Resend the verification to your client — you don't need to start a new case.
This is a one-off setup step and typically takes 5–10 business days. Once it's done, NZ passport checks will run the same way as any other document type — there's nothing further to apply for on future clients.
Your privacy policy may need an update
Registering for NZ passport and ID checks can require a change to your privacy policy. We'll let you know during the review period if an update is needed — there's nothing to action until we confirm.
What to do while you wait
If you have a transaction in progress and can't wait for access to activate, run a manual identity check instead using the client's sighted documents.
This article provides general guidance only and is not legal advice.
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