Common problems
Simple errors can prevent you from completing the form. Common mistakes include login problems, typing mistakes and entering information in an incorrect format.
Accessing the form
If nothing happens when you try to access the form, you may have to make some changes to your internet browser settings. For more information go to:
Logging in
Forgetting your login details
If you forget your:
- username – you'll need to create a new account and start a new online application
- password – you'll need to answer your security question
- answer to your security question – you'll need to create a new account and start a new online application.
Entering your income
You'll need to type your income without a dollar ($) sign.
If you’re still getting an error, go back to the previous page, then re-enter the page and type in your income details again.
Bank details
Bank is not listed
Co-operatives and credit unions, such as the PSIS, aren't banks. They use other banks to do their banking.
If you bank with co-operatives or credit unions, you will have been given an account number for the bank that they use (if you haven't contact them directly for this information). You should enter this number rather than your co-operative or credit union customer number.
"Invalid bank account" error
Make sure the bank account number you use is valid. We need your correct bank account number so we can pay you. You can find your bank account number by logging in to your online banking, on your bank statement or by calling your bank.
The correct order of your bank account number should be:
- bank number – first two digits
- branch number – next four digits
- account number – next seven digits
- suffix number – last two or three digits.
If you’re still getting an error, go back to the previous page and then re-enter the page and type your IRD and bank details again.
Missing buttons
The Back, Save & Exit and Next buttons have disappeared
Some internet connections can be too slow to completely load the information on a page – making some of the buttons disappear.
If you're experiencing this, you'll need use another computer with a faster internet connection or download, print and fill in a paper application form.
Other errors
Most errors can be fixed by exiting the application form and logging in again. Your answers will be automatically saved up to the last page you completed.
If you need help with your online application Contact us - please say "Online help" when you are asked to say why you are calling.
Or you can email us at OnlineSupport@WorkandIncome.govt.nz with the following details:
- what the problem was
- date and time it happened
- what internet browser you are using (how to find out what browser you’re using)
- what your username is.
