Support for the Govt.nz app
Find help with common questions and technical issues when using the Govt.nz app.
Getting started
How do I download the Govt.nz app?
You can download the official Govt.nz app from the Apple App Store or Google Play Store.
Search for ‘Govt.nz’ and install the official app published by the New Zealand Government.
What devices are supported?
You can use the app on most modern smartphones and tablets that have running:
- Android 13 or later
- iOS 18 or later.
Even if your device meets the minimum version, it must have the latest software and security updates. Older devices that no longer get security updates may not meet the security requirements needed to be able to use the app or new features.
Do I need to create an account or log in to use the app?
No — you do not need to create an account or login to use the Govt.nz app.
Some features within the app require secure access to protect your information — to sign in, you use your device’s biometrics, such as fingerprint or face recognition. These features currently include:
- the wallet
- adding and using identity credentials from your wallet.
You can also use your device’s locations services or save your preferences and settings. These stay in your device — they’re not stored in an app account.
You remain in control of your identity credentials and other information.
Troubleshooting
The app will not open on my Android phone
To protect you, the Govt.nz app checks that your phone meets certain Android security standards. If your phone does not meet these standards, the app will not open.
This can happen if your phone:
- does not have the latest security updates installed
- screen in being recorded by another app
- has been modified to bypass security controls.
What does ‘latest security updates’ mean?
Android phones get regular security updates. These updates fix security issues and help keep your phone safe.
Even if your phone is using Android 13 or newer, it must also have the most recent security update installed.
To check for security updates:
- Open ‘Settings’
- Select ‘Security & privacy’ (or ‘Security’)
- Select ‘Updates’ or ‘Security update’
- Install any available updates.
You may need to restart your phone after installing updates.
If no updates are available, your phone may no longer be supported by the manufacturer.
Why can I not use the app while recording my screen?
For security reasons, the app will not open while your screen is being recorded.
If you’re recording your screen:
- stop the screen recording
- close any screen recording apps
- restart your phone if needed.
Then open the Govt.nz app again.
Have you installed an app from an unknown source?
If you have installed an app and were warned that it was from an unknown source, your device may not meet the security requirements for the Govt.nz app.
Some apps installed this way can display content over other apps or change how your phone works.
To resolve this:
- uninstall any apps that were installed from unknown sources
- restart your phone.
Then open the Govt.nz app again.
What does ‘device has been modified’ mean?
A ‘modified device’ is one where the operating system has been changed from the official version provided by the manufacturer, or has been altered to bypass security controls.
For security reasons, the app will not work on modified devices.
What if I have updated everything and it still does not work?
If you have installed the latest security updates and stopped any screen recording, but the app still does not open, your device may not meet the required security standards.
In this case you may need to use either a newer or unmodified Android device.
Alternatively, you can use the Govt.nz website to access government services and information.
Why does the app have these security requirements?
The Govt.nz app supports secure government services and digital credentials.
To protect your identity and personal information, it only works on phones that meet current Android security standards.
These checks help reduce the risk of fraud and unauthorised access.
What can I do if the app is crashing on my device?
Make sure your phone’s operating system is up to date, then try closing and reopening the app. If you’re still having problems, try reinstalling the app.
What happens if my phone does not meet the minimum operating system or security requirements?
The Govt.nz app supports secure government services and digital credentials.
To protect your identity and personal information, it only works on phones that meet current security standards. These checks help reduce the risk of fraud and unauthorised access.
If your device does not meet these requirements, you can use the Govt.nz website to access government services and information.
If I cannot download the app, I cannot access the wallet?
To use the wallet, you need to sign in using your device’s biometrics, such as fingerprint or face recognition. You can only do this through the app.
All government organisations that issue digital identity credentials continue providing these documents in other formats, including print versions. For more information about the alternative formats available, contact the government organisation that issues the document.
What happens if I lose my phone or get a new device?
Your information remains protected because it’s linked to the biometrics on your device, such as fingerprint or face recognition, similar to how banking apps work.
If you lose or change your device, you’ll need to add your digital credentials to the new device.
How do I set up emergency alerts for my local area?
You can set your location preferences:
- when you first set up the app, or
- later, by updating the preferences for the Govt.nz app in your phone settings.
These preferences are only used to deliver emergency warnings from trusted sources like the National Emergency Management Agency (NEMA) and Fire and Emergency New Zealand (FENZ).
How can I get support on another issue or report a problem?
If you need help with the app or want to report an issue, submit a request using our feedback form.
Digital wallet and credentials
What is the wallet in the app?
The ‘wallet’ in the Govt.nz app lets you store accredited digital credentials — such as IDs, licences and certificates — all in one place.
You choose which credentials to add, and you control what is shared and when.
Your information stays securely stored on your device. When needed, you can safely share your details with trusted organisations.
It’s a simple and secure way to use and share important information in digital form, without carrying the physical documents.
What are the ‘digital identity credentials’ I can store in the wallet?
Digital identity credentials are secure digital versions of information that prove who you are, or details about you or your organisation.
They reduce the need to show physical documents or meet someone in person. This makes it faster and easier to access services.
They also give you more control over what information you share. For example, if you need to prove you’re over 18, instead of showing your driver licence — which includes your name, address, photo and date of birth — you could use a digital credential that only proves your age, without sharing anything else.
Digital identity credentials can include:
- personal details — such as your name, birth date, qualifications or address
- organisational details — such as a verified bank account number, New Zealand Business Number (NZBN) or IRD number
- information you’re authorised to use on behalf of — such as a child or a company.
Many other countries, including Australia, have already developed digital wallets and digital identity credentials as a safer, more efficient and more private way to share information.
Is this a new digital identification system?
No — this is not a national identity system.
The app lets you use existing identity credentials — such as licences, qualifications, age or address — in a secured digital format. This gives you greater control over how and who you share your details with.
People, businesses and other organisations can use their information in a digital way to represent themselves and prove who they are. For example:
- providing their age to enter a bar
- holding a trade qualification to enter a worksite
- using a digital driver licence to rent a car.
Do I have to use digital credentials?
No — using a digital format of your credentials is completely optional.
You can choose to use digital identity credentials or you can keep using physical documents if you prefer.
However, digital credentials offer advantages over physical documents, including greater privacy, security and convenience.
Will everyone be able to use the app wallet to store credentials?
You’ll need a device that supports biometrics, such as fingerprint or facial recognition, to keep your information secure. The authentication needed to access these services happens via your device, not an app account.
To protect your identity and personal information, the app can only be downloaded and work on phones and tablets that meet security requirements. Devices which do not have the latest Android or iOS (Apple) security updates or have been modified to bypass security controls may not meet these requirements.
What are the benefits of using digital credentials?
Digital credentials are not just about the convenience of having them on your phone — they give you greater privacy, security and control over your information.
With accredited digital identity services, you decide how, when and how much of your information is shared. For example, instead of handing over a physical document, you can share only the specific detail that’s needed.
Your information is stored securely in the digital wallet on your phone (or other device) and protected through encryption, reducing the risk of misuse.
Digital identity services provide another way to identify who we are, and things about ourselves. Using accredited digital identity services means less reliance on face-to-face interactions or physical documents.
What sort of credentials will I be able to store in my wallet?
You’ll be able to store credentials accredited by New Zealand’s Digital Identity Services Trust Framework. These include:
- accredited government-issued credentials — such as driver licences, ID and qualifications
- accredited credentials from accredited businesses and organisations.
You’ll still be able to use your device’s wallet or other apps to store credentials, such as event tickets or store cards that are not accredited.
What is an ‘accredited issuer’?
An accredited issuer is a business or organisation that provides digital credentials and it meets the rules and regulations set by New Zealand’s Digital Identity Services Trust Framework Authority.
Accredited issuers follow high standards of privacy, security and the management of your information. They display a Trust Framework Authority accreditation mark, which means their credentials can be trusted.
All credentials available in the Govt.nz app are accredited under the Digital Identity Services Trust Framework.
Trust Framework for Digital Identity — Department of Internal Affairs
Who can see my credentials in the app?
Only you can see your credentials.
The app is designed to store your digital credentials securely on your device. They are encrypted and locked so that only you can view or use them.
Credential issuers — including government agencies — are not able to see how or when you use your credentials.
You can see your own activity through the ‘history log’, which is also stored securely on your device and is only visible to you.
How is my information protected?
The app uses your device’s biometrics, such as your fingerprint or facial recognition, to protect access to your wallet.
Your information stays on your device and is encrypted to keep it safe.
The app complies with the Privacy Act . Before digital credentials become available, the app will receive additional accreditation for privacy, security and identity protection under the Digital Identity Services Trust Framework.
Trust Framework for Digital Identity — Department of Internal Affairs
How do I add a digital credential?
When accredited issuers make digital credentials available, they’ll appear in your wallet for you to add and use.
Once available, you can add a credential by opening the wallet section of the app and selecting ‘Add to wallet’. You can add a credential either by scanning a QR code from the accredited issuer (of the credential you’ve selected) or select from a list of options in the wallet. Follow the instructions provided by the wallet.
To add a credential to your wallet, you’ll be directed to the official issuer for authorisation.
You’ll review what information the credential contains and decide whether to approve adding it to your wallet.
The Govt.nz app cannot see or store any of the information you share with the issuer. The process is secure and happens only between you and them.
Once you select and agree to add a credential with the issuer, you’ll find your credential safely stored in your wallet.
Can I remove a credential?
Yes — you can remove credentials from your wallet at any time:
- Open the wallet in the app
- Select ‘Manage wallet’
- Select the credential you wish to delete from the list
- Scroll to the bottom of the credential details and select the ‘Remove credential’ button
- Confirm that you want to remove the credential.
Sharing credentials
How do I share a credential?
You can share a credential when a service provider asks you to verify information about yourself.
Sharing is done securely through the app. You do not open the credential and show it like a physical ID card. Instead, the information is sent only after you approve it.
You stay in control at all times. Before anything is sent, you’ll see:
- what information is being asked
- which credential/s the information comes from.
A service provider may ask you to share a credentials using:
- a QR code
- secure digital requests
- tap-to-share using Near Field Communication (NFC), available on Android devices only.
If you use a QR code:
- Open the wallet in the app
- Select ‘Use wallet’
- Either:
- show your QR code to be scanned, or
- scan a QR code provided with your phone.
If you use NFC tap-to-share (Android only):
- Make sure you have Bluetooth enabled
- Hold your phone near the NFC reader.
Lastly, you approve or decline the request. To approve, confirm using Face ID or Touch ID. Only you can authorise a credential to be shared.
What is NFC?
NFC stands for Near Field Communication. It allows 2 devices to exchange information when they’re close together, often called ‘tap-to-share’.
Why does the app ask to use NFC (tap-to-share)?
NFC (Near Field Communication) is used to enable ‘tap-to-share’ features on supported devices (only Android supports NFC currently).
When NFC is available, you can share a digital credential stored on your device by holding your phone or tablet near a compatible reader or another device. The Govt.nz app will then securely exchange the information needed to verify your credential.
NFC is only used when you choose to share a credential using tap-to-share. No information is shared automatically.
Before any information is shared, the app will show you what information is being asked. You must approve the request using your device’s biometrics, such as Face ID, Touch ID, or your device passcode.
You can currently use NFC for the Govt.nz app only on Android devices.
To use NFC, make sure Bluetooth is turned on — NFC starts the connection between the 2 devices and Bluetooth creates the secure channel that completes the data transfer.
NFC is used to confirm that the 2 devices are physically close and to start a secure connection. The actual exchange of information is then completed over Bluetooth, which allows a faster and more secure encrypted transfer.
Privacy and security
How is my information protected?
The app is built with security and privacy protections. Your information is stored securely on your device and handled in line with New Zealand privacy laws.
Does the app store biometric information?
No — the Govt.nz app does not store any biometric information, such as Face ID or fingerprint recognition. That information is managed by and stored within your device.
Does the government track what I do in the app?
No — the government does not track you or your activity within the app and we do not keep personal information through the app or website.
We may only collect personal information if you choose to contact us — for example, if you email us or send feedback. For more details, see our Privacy Policy.
Why does the app have security requirements for my device?
The Govt.nz app supports secure government services and digital credentials.
To protect your identity and personal information, it only works on phones that meet current Govt.nz security requirements and the relevant iOS (Apple) or Android security standards.
These checks help reduce the risk of fraud and unauthorised access.
Help and feedback
Where can I get help or assistance with the app?
If you need help with the app, use our feedback form and we’ll get back to you.
Report a problem with the Govt.nz app
If you need assistance with any of the services you accessed through the app, please contact the government organisation that provides that service — you can find their contact details on their website. If you’re unsure of who to contact, see our list of contacts by topic.
How can I provide feedback or suggest new features?
Use our feedback form to share your comments and ideas with us.