OneSmart activation updates

We know some OneSmart cardholders have been experiencing difficulties in activating their replacement OneSmart card.
 

Air New Zealand and MasterCard are working together to resolve these issues as quickly as possible.

In the meantime customers who are experiencing issues can continue to use their previous OneSmart Account* until 31 January 2017 if need be.

Changes in your Airpoints™ membership

If your Airpoints membership tier is due to change, your anniversary has been reached or you have recently ordered a replacement card, the initial card you received from 15 November 2016 onwards may not be able to be activated with a PIN.

You will be sent a new card which should arrive within the next three weeks, and this card can be activated. For more information please email support@airnzonesmart.co.nz.

Activating online

Although all browsers are supported, the browsers recommended for activation include:

  • Google Chrome
  • Internet Explore

Depending your local user settings the activation process unfortunately may not work for you on Mozilla Firefox and some versions of Safari.

AA membership

Due to the large number of members activating their new OneSmart cards#, there has been some delay in the card activation process. In this process, some customers are presented with the option to enter their AA membership number in order to verify themselves.

If you do not have an AA membership number, submit your documentation via email when prompted. The processing time for customers who have submitted correct documentation by email is currently around two days.

Mobile app

A new OneSmart app, compatible with the new Onesmart product, will be released soon.

Contacting us

We are aware that customers have experienced increased wait times when calling the Onesmart contact centre. Extra staff are now assisting during this period. We appreciate the patience and understanding of our cardholders.

If you need urgent assistance with your new OneSmart card and are travelling soon, please private message Air New Zealand on Facebook so we can escalate your issue.

During this transition period, the following phone numbers are available for you:

  • If you have transferred your funds and have a query about using your new OneSmart card, please contact 0800 787 555 (or +64 9 377 8535 from outside New Zealand) a Mastercard representative will be able to help you.
  • If you are having any issues with transferring your funds please call 0800 787 100 and an Air NZ representative will help you.
  • If your query relates to use of your existing OneSmart card, please contact 0800 ONESMART (0800 663 762) and this will send you to the current provider.
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