I’ve used the ASB ID app. Why am I being asked to go to branch?
Last Updated: 25 Jun 2026
You may need to visit an ASB branch if we can’t confirm your identity, address, or other details using the ASB ID app. In these cases it’s often 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 or New Zealand driver licence photo.
- Your e-passport isn’t compatible with the app.
- Your e-passport has expired.
- Your mobile doesn't support Near Field Communication (NFC).
- Your New Zealand driver licence has expired.
- There was a problem while scanning your NZ driver licence.
- We were unable to independently confirm the details on your New Zealand driver licence.
- Your proof of address document was not a copy of an original.
- We need more details on your address.
- We need other details, such as your tax status or occupation.
You can find an ASB branch near you.
Did this answer your question?
Related Answers
-
Do you have an ASB username and password? If you're not already registered, and would like to be, see our ...
-
New Zealand Anti-Money Laundering (AML) laws require us to confirm the identity and address of all of our customers. The ...
-
No. The ASB ID app can only use a current e-passport or New Zealand driver licence. If you don’t have ...
-
If you’re a customer needing to verify your address, you may need to present a document that shows your home ...
-
If you are new to ASB, you can use the ASB ID app to make joining ASB fast and easy. ...
-
To verify your identity the ASB ID app uses your mobile’s NFC reader to scan your passport’s embedded chip, takes ...
-
All current New Zealand and most international passports are e-passports. An e-passport (also known as a digital passport or biometric ...
-
Yes it is. The app scans your e-passport and face, and we forward that information to our trusted third-party providers ...
-
The ASB ID app should generally work with a current e-passport from any of these countries: Åland Islands Albania Algeria ...
-
If you’re e-passport photo page won't scan Turn your phone horizontally to landscape mode Hold your phone over your passport ...