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I’ve used the ASB ID app. Why am I being asked to go to branch?

Last Updated: 16 Mar 2021

In most cases the ASB ID app is all you’ll need to confirm your identity. But sometimes there are exceptions, and it’s always easier to sort them out face-to-face. 

Some of the reasons we might need to see you include:

  • We can’t match your face scan to your passport info
  • Your passport isn’t compatible with the app
  • Your mobile can’t scan NFC data
  • We need more details on your address
  • We need other details, such as your tax status

Find an ASB branch.


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