Air New Zealand Account Security & MFA Support Guide

What is a Passkey?

A Passkey is a simple and secure way to sign in to your Air New Zealand account using your device's authentication method, such as a fingerprint, face recognition or device PIN.

Passkeys can provide stronger protection against phishing and other online scams and are our preferred MFA option.

How to set up a Passkey

Sign in to your Air New Zealand account
Go to your profile and find the Multi-factor authentication section.
Enable Passkey authentication
Follow the prompts to create a Passkey using your device.
You're all set
Once set up, you can use your Passkey to verify your identity.

What is an authenticator app?

An authenticator app generates a verification code on your device that you can use to verify your identity when prompted.

How to set up an authenticator app

Download and install an authenticator app
Choose a compatible authenticator app and install it on your device.
Sign in to your Air New Zealand account
Go to your profile and find the Multi-factor authentication section.
Enable authenticator app authentication
Follow the instructions to connect your authenticator app to your account.
You're all set
Your authenticator app can now generate verification codes when you need to verify your identity.

What is a security key?

A security key is a physical device that you can use to verify your identity when signing in to your account. It provides an additional layer of security without relying on a verification code sent by text message or email.

Set up a security key

Have your security key ready
You'll need a compatible security key before you start.
Sign in to your Air New Zealand account
Go to your profile and find the Multi-factor authentication section.
Enable security key authentication
Follow the prompts to register your security key.
Complete authentication
Follow the instructions provided by your device or browser to finish setting up your security key.

Verify by text message

If a mobile number is registered to your Air New Zealand account, it will automatically be available as an MFA method.

When you use text message verification, we'll send a six-digit verification code to your registered mobile number. Enter the code when prompted to verify your identity.

Make sure the mobile number on your account is current and that you can receive text messages on that number.

Using text message verification

Sign in to your Air New Zealand account
Enter your AirID/Koru number or username, if you have one, then verify your identity when prompted.
Enter your verification code
We'll send a six-digit verification code to the mobile number registered to your account. Enter the code when prompted.
You're verified
Once your code has been accepted, you can continue with your account.

Things to know

Verification codes are sent to the mobile number registered to your account.
Standard text message charges from your mobile provider may apply.
If you're overseas, make sure your mobile can receive text messages while roaming.
Keep your mobile number up to date so you can continue to receive verification codes.

Verify by email

If an email address is registered to your Air New Zealand account, it will automatically be available as an MFA method.

When you use email verification, we'll send a six-digit verification code to your registered email address. Enter the code when prompted to verify your identity.

Make sure you can access the email account registered to your Air New Zealand account.

Using email verification

Sign in to your Air New Zealand account
Enter your AirID/Koru number or username, if you have one, then verify your identity when prompted.
Enter your verification code
We'll send a six-digit verification code to the email address registered to your account. Enter the code when prompted.
You're verified
Once your code has been accepted, you can continue with your account.

Things to know

Verification codes are sent to the email address registered to your account.
Keep your email address up to date so you can continue to receive verification codes.
If the email doesn't arrive, check your spam or junk folder before requesting another code.

Account security and multi-factor authentication

How MFA protects your account

What is multi-factor authentication?Understand how MFA adds an extra security check to your account and when you may be asked to verify your identity.

What is multi-factor authentication?

Manage your MFA settingsFind out how to add or remove authentication methods and choose your default MFA method.

Manage your MFA settings

Choose your MFA method

What is a Passkey?

How to set up a Passkey

What is an authenticator app?

Manage your account

Remove an MFA method

Remove an MFA method

Update your contact details

Update your contact details

Sign in to your account

Sign in to your account

Remove your username

Remove your username

Recover your username or Koru number

Recover your username or Koru number

Check for suspicious activity on your account

Check for suspicious activity on your account

Troubleshooting MFA

I haven't received my verification code

I haven't received my verification code

My verification code isn't working

My verification code isn't working

I can't complete email or mobile verification

I can't complete email or mobile verification

I'm travelling and don't have access to my phone

I'm travelling and don't have access to my phone

Access your account when you can't complete MFA

Access your account when you can't complete MFA

I received a verification code I didn't request

I received a verification code I didn't request

Need help with a security concern?

Suspicious activity on your account

Scams and suspicious communications

How MFA protects your account

What is multi-factor authentication?Understand how MFA adds an extra security check to your account and when you may be asked to verify your identity.

What is multi-factor authentication?

Manage your MFA settingsFind out how to add or remove authentication methods and choose your default MFA method.

Manage your MFA settings

What is a Passkey?

How to set up a Passkey

What is an authenticator app?

How to set up an authenticator app

What is a security key?

Set up a security key

Verify by text message

Using text message verification

Things to know

Verify by email

Using email verification

Things to know

Manage your account

Remove an MFA method

Remove an MFA method

Update your contact details

Update your contact details

Sign in to your account

Sign in to your account

Remove your username

Remove your username

Recover your username or Koru number

Recover your username or Koru number

Check for suspicious activity on your account

Check for suspicious activity on your account

Troubleshooting MFA

I haven't received my verification code

I haven't received my verification code

My verification code isn't working

My verification code isn't working

I can't complete email or mobile verification

I can't complete email or mobile verification

I'm travelling and don't have access to my phone

I'm travelling and don't have access to my phone

Access your account when you can't complete MFA

Access your account when you can't complete MFA