Submitting Identity Documents - New Zealand
There have been some important changes to the Anti-Money Laundering and Countering Financing of Terrorism Act 2009 in New Zealand. These changes mean that all financial service providers in New Zealand, including banks, now need to check the information they hold on their customers.
We require existing customers to re-submit their ID documents and selfie so that we can verify their identity. Unfortunately, your account will be locked until we have received and verified your documents. We know how important using our services are for sending money to family and friends; we aim to make this as straightforward as possible for all our New Zealand customers.
What documents do I need to provide?
We’ll send you an email with a link unique to you. Once you click the link, you can confirm your current address, and upload the requested documents, including:
Your ID - a copy of your primary photo identification. You can use the following:
Your current New Zealand driver's licence
or
Your current passport
A selfie - please make sure you remove your glasses, face forward, and that the image is clear.
We’ll complete our checks in 24 to 48 hours and let you know by email when your account is unlocked.
In some cases, we will send a follow-up email requesting additional information.
Why am I being asked to provide further documents?
We ask customers to resend documents for several important reasons:
Your ID photo wasn’t clear. Your ID photo needs to be clear, show the whole document, and if requested, show both the front and back.
Your selfie wasn't clear. Please make sure you remove your glasses, face forward, and that the image is clear.
We need additional proof of your address, such as a utility bill (for example, a phone or electricity bill), a bank statement or letter. These documents must be less than 6 months old and issued in your name.
We need a ‘certified’ copy of your current passport or driver’s licence issued from the country you’re sending money from. We will ask for a certified copy if we cannot verify your document electronically. A certified copy is a copy of your ID signed by a commissioner of oaths or a guarantor, which could be any of the following: a medical doctor, a member of the police, a Justice of peace, a registered teacher, an accredited public accountant, a magistrate or a lawyer.
We’ll complete our checks in 24 to 48 hours and let you know by email when your account is unlocked.
How do I give you the documents?
We’ll send you an email with all the instructions for uploading your selfie and your ID document.
If your computer or smartphone doesn’t have a camera, use another device that has one. You can use the link we’ll send you in the email on any device. Remember to keep your login and password private, and always log out if you use a different device to access your account.
If you don’t receive the email or can’t find it, please get in touch with our Customer Care team.
What if I can’t provide the documents you need?
Your account will be locked until you can provide all the documents we need to comply with the regulations. This means that you won’t be able to send any money transfers through WorldRemit.
How will I know my account has been locked?
Whilst we await and review your documents, you will not be able to log into your account via the app or website. Once verified, you can log in as expected.
What will happen to my current transfers?
If you’ve sent a transfer and your account is now locked, don’t worry; we’ll pay your transfer as usual. You’ll get your SMS and email updates showing your transfer’s progress.
Once we’ve received and checked the information we need from you, we’ll unlock your account, and you’ll be able to send money again.
If you’re already in contact with us about your transfer, you can continue to talk to our Customer Care team.
Can I create a new account instead?
All new accounts will need to provide the same information. The fastest way to keep sending with WorldRemit is to provide us with the documents we need to check so we can unlock your existing account.
I am not a new WorldRemit customer. Does this apply to me?
Yes. The new requirements apply to all WorldRemit New Zealand customers, new and existing. Even if you’ve been sending money with us for some time, we need to ask you to provide this additional information.
How will I know the email from you is genuine?
We’ll send an email to the email address registered on your WorldRemit account. This email will be sent from an email address that ends with ‘@worldremit.com’.
You may also receive an SMS about this from WorldRemit. The SMS will not ask you to reply or to provide any details over the phone.
We’ll never ask you to send us any documents by social media, e.g. Facebook, or messenger app, e.g. WhatsApp.
What will happen to the information in my account?
All your transfer history and other information will remain there for you when your account is unlocked.
How will you keep my data safe?
Your data will always be kept safe. Our Privacy Policy ensures we keep all data safe for all accounts and transfers. You can find out more about this policy here.
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