1. Open the Resimac NZ app and select ‘Get started’.
2. Select ‘Registered user login’
3. Enter your Loan Enquiry Channel ID and password.
4. Enter the OTP sent via text message and then create a 4-digit pin code.
5. Read and accept the terms and conditions.
6. Select to enable or disable biometrics.

1. Open the Resimac NZ app and select ‘Get started’.
2. Find your Customer ID (CIF) on your settlement letter. If you can’t locate this, contact Customer Relations for help.
   Select ‘New user registration’
3. Enter your CIF ID and date of birth.
4. Set a password, security questions.
   IMPORTANT: Password are case sensitive. These should not contain any personally identifiable information (It is important that you do not use numbers that represent part of your birthday, telephone number or street address. Otherwise you may be liable for unauthorised transactions).
5. You will receive a One Time Passcode for identity verification.
6. Log in with the new password and accept terms and conditions.

How to reset your password

1. To reset your password, click the forgotten password link at the login screen.
2. This link will take you to the CustomerZone website.
3. Enter your user ID and select continue.
4. You will then need to enter your date of birth and a One Time Passcode received via text message.
5. You will then be required to enter your new password.

• You can find your CIF on your settlement letter. If you can’t locate this, contact Customer Relations for help.

The following transfer limits apply:

How to manage your Payee list

• Add, modify, or delete payees within Resimac NZ app under 'My Payees.'
  You will need to authorise the changes with a One Time Passcode.

1. Select Payments.
2. Select My Payees.

How to get your statements

1. You can obtain your online statement by selecting the ‘accounts’.
2. Select the account you want to view statements for.
3. Click on "Manage".
4. Select "View statement".

How to view your transaction history

1. You can view your transaction listing by selecting ‘accounts’.
2. Select the account you want to view transactions for.
3. Click on "Transactions".
4. By clicking on the ‘filter button’, you can use the filter and change the dates to view your transaction in the past 13 months.
5. You can also download the transaction listing as a PDF or as an excel

• You cannot change or update the nominated repayment account details in the Resimac NZ app.
• To do this, you will first need to complete a Direct Debit form signed by all loan parties.
• To begin the process, please start by downloading the ‘Direct Debit Request form’ here and complete all the required fields.
• Along with the completed form, we will also require proof of account details, and confirmation from all parties. This can be satisfied with the following information:
  
  
  • A copy of a Bank Statement of the new account, showing the account name, BSB and account number. If the account is new and a bank statement is not yet available, please provide a letter from the bank, on bank letterhead showing the account name, BSB and account number.
  • If the new account is in the name of a company, we require proof that one or both borrowers are directors of the company.
  • If the new account is a joint account but the co-account holder is not a borrower on the loan, we will require the co-account holder (non-borrower) to also sign the direct debit authority as well as provide photo ID showing a clear signature for verification purposes.
• Please note, if a statement or letter from the bank is not attached the request will not be processed. Third party accounts are not acceptable.
• Once all information is completed and signed by all parties, please email all documents to customerassist@resimac.co.nz

How to update your address

• Open the "Profile" menu
• Click on "My Details"
• You can edit your mailing address and residential address by clicking on the "Edit my address" link:

1. First select "Profile"
2. Select "Settings" then "Security" from it's sub-menu.
3. Select "Change Passcode"

1. First select "Profile"
2. Select "Settings" then "Security" from it's sub-menu.
3. Select "Security questions"

1. First select "Profile"
2. Select "Settings" then "Security" from it's sub-menu.
3. Select "Biometric authentication" then toggle on "For login" from it's sub-menu.

• To complete a full discharge, refinance or make amendments to your loan, you will need to contact the Customer Relations team.
  
  Please note: There may be fees associated with the discharging of your loan, which will be outlined by the Discharges team after reviewing your loan and documentation.

Yes you can access your available redraw and either transfer between your accounts or pay someone from the ‘Transfer and Pay’ screen:

1. Select "Payments" menu
2. Select "Transfers"

• We require the setup of a complex password, and for you to keep it a secret. Multiple attempts with an incorrect password will result in a lock out of your account, to prevent brute force attacks.
• We rely on a One-Time Passcode (OTP) for major transactions and system changes. For your safety, multiple incorrect attempts at entering your passcode will also result in the account being locked out.
• We send you alerts on major activities in your account – e.g. registration, password resets etc – so you have visibility if a change has occurred. Please contact us urgently if you receive an alert indicating a change that you (or your joint account holder) has not initiated.
• We limit the transactions that can be done online so that the risk of fraud is limited (Refer to “Payments > Are there daily limits” for more information).

• An OTP is an automatically generated number that authenticates a user for a single transaction or session. These codes are sent to your registered mobile phone number, and provides an additional layer of security.
• We rely on OTPs delivered to you to verify major transactions and system changes.
• For your safety, multiple incorrect attempts at entering your passcode will result in the account being locked out.

• We routinely request 3rd party independent reviews and testing on the security of our platform.

• We have 24/7 application monitoring in place to detect suspicious behaviour on our platform

• When you provide information on our platform we use a process of encryption to make your data unreadable to a fraudster who tries to infiltrate the platform.

• For some complex transactions, you may be required to phone our call centre.

Login process for existing Loan Enquiry users

• To log onto CustomerZone, visit the Resimac Home Loans homepage www.resimac.co.nz.
• From the homepage click on ‘Login’ top right-hand corner.
• Then click on ‘Customer login’ This will direct you to the CustomerZone customer login page.
• Your username will be the same Customer ID that you use to log into Loan Enquiry.
• Your password will also be the same password that you currently use to log into Loan Enquiry.
• The first time you login, you will be prompted to change your password and follow the prompts.
• Read and accept the terms and conditions for CustomerZone.
• Following this, you will be prompted to answer your security questions, these are the ones you chose when you registered for loan enquiry.

Register as a new user

• To register as a new user on CustomerZone, visit the Resimac Home Loans homepage www.resimac.co.nz.
• From the homepage click on ‘Login’ top right-hand corner.
• Then click on ‘Customer login’ This will direct you to the CustomerZone customer login page.
• Click on ‘Register to CustomerZone’ and follow the prompts.
• As part of the registration process you will be prompted to complete an online form with your personal details. The information is to help us validate your information. 
• IMPORTANT: In order to register you will first need to contact the Resimac Customer Relations team on 0800 38 48 58 or email customerassist@resimac.co.nz who will be able to assist you obtain your Customer ID.
• Once we have successfully your information, you will also be asked to create a password and set some security questions, which will be used to help identify you as an additional layer of security.
• Protecting your identity is important to us. For security purposes, we will send you a One Time Passcode to the registered mobile number. 
• You will then be returned to the login page where you can login into your new account. Your User ID will be the customer ID you provided on the registration page.
• The first time you login, you will be prompted to read and accept the terms and conditions for CustomerZone.

How to reset your password

• If you have forgotten your password, you can reset your password from the CustomerZone login page.
• Enter your Username and click ‘Forgot Password’.
• You will be sent a One Time Passcode (OTP) to your registered mobile number.
• Enter the code that was sent to your registered mobile phone. From there you will be prompted to answer the security questions and click proceed.
• You will be prompted to set a strong password using the strength indicator.
  IMPORTANT: Passwords are case sensitive. For your added protection, we do not support the copy and paste function from third party password managers as we cannot guarantee they are secure.
• After setting your new password and confirming it, you will be returned to the homepage.
• You can log into your account with your userID and the new password you have reset.

How to retrieve your Customer ID

• If you don’t know your Customer ID, please contact the Resimac Customer Relations team on 0800 38 48 58 or email customerassist@resimac.co.nz who will be able to assist you.

The following transfer limits apply:

How to manage your Payee list

• Within CustomerZone, you can ‘add a new payee’, ‘modify’, or ‘delete’ saved payees from your payee address list. To do this, navigate to the ‘Pay’ menu and select ‘My Payee’.

Add a new payee

• You can add a new payee from the ‘My Payee’ page, then click on ‘Add Payee’ and enter the details for the new payee.
• You will need to enter the payee’s account number, account name and BSB. Once you have entered all the payee details, click ‘proceed’.
• You can also create a payee nickname to help you identify them for future transfers.
• You will be shown the details of the new Payee and asked to authorise, using a One Time Passcode, which will be sent to the registered mobile number.
• Enter the code you received. Once authorised, you will receive a confirmation that the new Payee has been successfully added.

Modify a payee

• Select the payee you wish to modify and click the 3 vertical dots
• Select modify
• Under Modify, you will be able to add or change the Nickname of the Payee.
• You cannot modify the payee’s account number, BSB details or the name on the account. You will need to create a new Payee.

Delete a payee

• You can delete a payee from your payee address list.
• You will need to enter the payee’s account number, account name and BSB. Once you have entered all the payee details, click ‘proceed’.
• If you have created a future or recurring payment for that payee, you won’t be able to delete them from the Payee address list until you cancel the future or recurring payments that have been set up.

How to get your statements

• You can obtain your online statement by selecting the ‘account’ and clicking on ‘More Actions’.
• From the dropdown list, select ‘Statements’
• Select the Statement Period and click ‘search’. Or you can also generate a statement from a ‘start date’ and ‘end date’.

How to view your transaction history

• You can view your transaction listing from the ‘Loan account details’ under the heading ‘Transactions’.
• By clicking on the ‘filter icon’, you can use the filter and change the dates to view your transaction in the past 13 months.
• You can also download the transaction listing as a PDF or as an excel

How to view and change my external nominated account details

• You can view your nominated repayment account details from the ‘Loan account details’ page, click on ‘more actions’, click on ‘Change Repayment Details’ under the heading ‘Repayment Account’.
• In order to change or update the nominated repayment account details, you will need to complete a Direct Debit form signed by all loan parties and email it to the Resimac Customer Relations team customerassist@resimac.co.nz who will verify and action your request. You cannot change or update the nominated repayment account details in CustomerZone.

How to update your address

• You can edit the profile icon and click on ‘view all’
• You can edit your mailing address and residential address by clicking on the edit icon:

Yes you can access your available redraw and either transfer between your accounts or pay someone from the ‘Transfer and Pay’ screen:

• (d) the redraw amount does not result in the balance owing on your loan account exceeding your then current loan curve balance or, where relevant, the balance owing on the sub-account for a particular portion of the loan exceeding the current sub-account curve balance.
  
  For the purpose of these redraw provisions, your "loan curve balance" is the amount that would be the balance owing on your loan account at that date if you had paid all scheduled repayment on time and not prepaid any amounts.
  
  Where relevant, the "sub-account curve balance" is the amount that would be the balance owing on the sub-account for a particular portion if you had paid all schedule repayments on time and not prepaid any amounts.
  
  If we agree to a request to change your repayment amount or require you to reduce the balance owing on your loan account or the balance owing on the sub-account for a particular portion, we also recalculate your loan or portion of if under a dynamic variable rate principal and interest option and your repayment amount for the loan or that portion is recalculated after you repay an amount early or redraw an amount, we do not recalculate your loan curve balance.

• (d) where you have repaid part of the loan then you may redraw up to the amount that you have prepaid.