Help completing an online form for a benefit or NZ Super

If you select ‘Next’ on the page and you can’t proceed to the next page of the application, you may have:

• not answered the mandatory questions on the current page
• typed in characters that can’t be accepted by the online form (you can only enter certain characters in the text box, eg no extra spaces or characters other than letters or numbers)
• checked the box after the questions indicating you have another information to add, eg income or past employment information.

To continue to the next page:

• answer the mandatory questions on the current page marked with a red asterisk (*)
• check the error message on the page (above the questions) and correct the errors
• make sure you un-tick the box after the questions indicating you have another information to add
• select 'Help' on the page for information about some of the questions on the page.

On the page where you enter your contact details, there will be two text boxes per phone numbers. Enter the area code or mobile prefix number on the first text box and number on the second one. Don’t include any brackets (), dash or hyphens.

Unless you’re advised otherwise, enter the amount in NZ dollar value without any symbols, eg 570.25

You’ll get an error and won’t be able to continue to the next page if you enter letters, extra space or symbols eg dollar sign ($)

If your income changes from week to week provide an average, for example, the average of your last four weeks’ pay.

If you can’t continue to the next page of the application, check the error message on the page (above the questions) for information.

The Co-operative Bank

The Co-operative Bank has the same prefix as the BNZ. Select 02- BNZ as your account prefix.

Credit unions

Credit unions will have given you an account number for the bank that they use. Use this bank account number, not your credit union customer number. If you don’t have this bank account number, contact your Credit Union.

Invalid bank account number

Please check your account number against your bank statement through online banking or by calling your bank.

If you get stuck on the ‘employment’ page where it keeps asking for your employment information even if you’ve entered this already, you may have ticked the box on the page indicating that you have had other employment in the last 52 weeks.

To continue to the next page of the application un-tick the box and then select the 'next' button.

You’ll need to delete any duplicate employment information at the section summary page.

Unfortunately questions have to apply to both single and people who are in a relationship. If you’re single you can ignore the reference to a partner.

If your partner doesn’t have an Inland Revenue number or bank account, enter your details instead and discuss this with your case manager at your appointment.

If you get this error message, you’ve been logged out of our Online Services. You’ll be automatically logged out of our Online Services if you stay on the same page for five minutes or more. This helps protect your privacy.

Select ‘Continue’ to go back to the Online Services homepage and log in again to Apply Online. When you log back in, you can continue with your application from the last completed page.

“Do not use the browser back button, please use the “Back” button on the page.”

If you get this message, you may have:

• used your browser’s back button instead of the “back” button on the financial assistance page
• gone back and forth of your online application too many times.

Select ‘Click here to continue’ to go back to the Online Services homepage and log in again to Apply Online. When you log back in, you can continue with your application from the last completed page.

If you need more help with our Online Services, contact us