Troubleshooting
Find help with common questions and technical issues when using the Govt.nz app.
General issues
What can I do if the app is crashing on my device?
Make sure your device’s operating system is up to date, then try closing and reopening the app. If you’re still having problems, try reinstalling the app.
I’m sure my device meets all the requirements what can I do?
If you’ve tried all of the troubleshooting on this page but are still having issues feel free to contact us via our feedback form and we’ll see if we can help.
Can I access the wallet without downloading the app?
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 device or get a new one?
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.
Android-specific issues
The app will not open on my Android device
To protect you, the Govt.nz app checks that your device meets certain Android security standards. If your device does not meet these standards, the app will not open.
This can happen if your device:
- 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 devices get regular security updates. These updates fix security issues and help keep your device safe.
Even if your device 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 device after installing updates.
If no updates are available, your device may no longer be supported by the manufacturer.
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 device works.
To resolve this:
- uninstall any apps that were installed from unknown sources
- restart your device.
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 can’t I see app content in screenshots or screen recordings?
The app includes security features to help protect your personal information from being accidentally shared.
Depending on your device and operating system:
- screenshots may not capture app content
- screen recordings may show a blank screen instead of app content
- you may see a warning message when taking a screenshot.
The exact behaviour varies between devices and operating systems.
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 devices that meet current Android security standards.
These checks help reduce the risk of fraud and unauthorised access.
Personalised emergency alerts
Why didn’t I get an alert, even though I have the Govt.nz app?
You need to set up your location preferences first. Turn on notifications to see alerts for your saved locations, even when the app is closed.
Your phone needs to have up-to-date software, and either cell reception, access to Wi-FI or a satellite enabled service. Check that your phone isn’t off or in flight mode.
The Govt.nz app is an extra channel to help keep you safe in an emergency or severe weather. It’s good to rely on lots of different ways to stay informed.
Why did I receive an alert multiple times?
You may have received an emergency mobile alert via cell-broadcast (based on your device’s location) and via the Govt.nz app. The Govt.nz app relays emergency mobile alerts for the locations you’ve saved in the app. You may wish to turn off alert notifications in the app.
If you are in a targeted area, you will still receive Emergency Mobile Alerts. This is separate to the Govt.nz app. Emergency Mobile Alerts are broadcast from targeted cell towers to all capable devices. The Emergency Mobile Alert system uses a common global standard that is built into the operating system of all compatible devices.
Where can I find more emergency information?
Digital wallet and credentials
Why did a service provider decline my digital credential?
Service providers have set requirements for the digital credentials they accept. When you share a credential, the service provider checks:
- Type: is it the right kind of credential for what they need, such as proof of bank account or a photo ID
- Status: is it still active and hasn’t expired or been revoked
- Issuer: does it come from an organisation the service knows and trusts
- Purpose: is it valid for the specific use. For example, an overseas driver licence can’t be used as proof of age for buying alcohol
- Conditions: do you meet any conditions attached to it, such as being over a certain age.
Your wallet automatically selects a matching, active credential to share — but the final decision to accept it sits with the service provider.
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.
