COVID-19 UPDATE

An update from us on COVID-19 and what we’re doing to help NZ, our customers and our people. Read the update

Forgot my Password or Username

I’ve forgotten my password

If you’ve forgotten your password, simply click ‘forgot password’ on the Login screen then enter your email address.  We’ll send you an email with a “Magic Link” that you can click through on, and you’ll be logged in to the app straight away.
 
The email address you enter will only work if it’s the same one you provided when you registered for the Genesis app.  This may be a different address to the one you use for other things (even with Genesis).  If you’ve tried all your possible email addresses and still haven’t got an email from us, call us on 0800 300 400 and we’ll sort things out.
 

I’ve forgotten my username

If you’ve forgotten your username, you can try using the email address that you originally set up for the Genesis app instead. 
 
The email address you provided for the Genesis app may be different to the one you use for other things (even with Genesis).  If you’re unsure which email address we’ve got loaded for you on the app, and you’ve tried all your possible email addresses, call us on 0800 300 400 and we’ll sort things out.