Help centre

With dosh for Teens, Kiwi teenagers 13yrs and above can control and manage their money by enabling them to:

• Request money from a parent or guardian via the dosh app, and spend it instantly with their One NZ dosh Visa debit card (sushi at the mall, public transport top-up or Uber ride home).
• Have weekend or after-school job wages paid directly into their dosh account by an employer. Contact dosh via in-app or our website and request a dosh Bank account number.
• Transact easily and instantly amongst their network, request money from and pay back friends easily.
• Manage their money with Stashes by putting money aside for regular payments or a new pair of shoes they want to buy.
• Split costs while out and about.
• Earn $5 each time a friend is successfully invited to join dosh.
• Get pocket money sent easily and instantly to their dosh account
• Be paid for babysitting on the spot, dosh to dosh, even on weekends. No cash, no delays.

Teenagers can download and sign up to dosh in a couple of minute with a valid NZ Passport or Driver's License.

Sometimes, we may require more information from you to complete your dosh verification. Remember, dosh is a registered financial services provider, and as such adheres to strict NZ compliance regulations. We need to ensure all the security boxes are ticked so our dosh fam can rest safe in the knowledge their money is safe, at all times.

These tips will help you complete verification at sign-up quickly and easily.

1. Have your NZ Driver's License or Passport at the ready.
2. When prompted, make sure you enter your details exactly as they appear on your chosen ID.

E.g. If you go by Mike in everyday life, but your name is displayed as Michael on your Driver's License, please ensure you enter Michael. Same goes for Chris - Christopher, Bree - Brianna, Fred - Frederick, Susie - Susannah, etc. You get the picture! When we have your full name as shown on your ID, it means we can get you set up straight away, without having to ask for further details from you.

3. Ensure you enter your Driver's License number and version correctly. Double check you have copied this into our verification form precisely.
4. Has your ID expired? Please double check, and be sure to use your most recently issued license or passport when signing up with dosh.
5. Don't have a NZ ID? Please contact the team on support@dosh.nz letting us know the details.

It may seem like we are asking too much, but we have to – it’s the law! We're all about keeping dosh safe for everyone, and with the above tips you'll be set up and ready to start using dosh in no time at all!

Ensuring proper access to your Dosh account involves identity verification during initial setup and specific recovery steps if you lose access to your contact details. Below, we provide a comprehensive guide to help you navigate these processes.

Identity Verification for New Users

To verify your identity in Dosh's system, follow these steps:

1. Prepare the Required Documents: - Ensure you have a valid New Zealand ID, such as a passport or driver’s license.

2. Meet the Verification Criteria: - Your ID must be clearly visible, well-positioned, and easy to read. - Take both your ID photo and a selfie against a plain white background. - The selfie must be a live photo taken during the verification process, not a pre-saved image. - Remove distractions such as objects, shadows, or additional people from the frame while taking the photographs.

3. Notify Dosh: - Once the verification is complete, inform Dosh to proceed with validating your identity and finalizing your account setup.

Recovering Account Access Without Registered Contact Details

If you no longer have access to the phone number or email linked to your Dosh account, follow these steps:

1. Prepare to Confirm Your Existing Information: - Provide the registered email address and phone number associated with the account. It is important to have these details available for validation even if you cannot directly access them.
2. Provide a New Valid Phone Number: - If you reside in New Zealand, supply a valid New Zealand phone number that meets local requirements for accounts.
3. Follow Up With Dosh Support: - Contact Dosh support via your registered email address with your registered details and explain your situation. Be prepared to provide proof of identity as outlined in the original verification steps.

Note that account recovery may not be possible if you cannot verify your initial registration information.

Best Practices for Account Security

• Always ensure your registered email and phone number are current and accessible.
• Regularly update your account information if your contact details change.
• Follow Dosh's official guidelines when verifying your identity for the most up-to-date information.

By adhering to these processes, you can secure and recover your access to Dosh efficiently. If you encounter further issues, reach out to Dosh's customer support for additional guidance.

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Yes! If you need to update personal details such as your mobile number or email address, please contact our team by:

• Email: contact@dosh.nz
• In-app messenger: Available within the Dosh app

Our team will assist you with the changes.

Security Verification

For your protection, we may require identity verification before making any updates. Our customer service team will guide you through this process.

Important

Please do not cancel or deactivate your account to create a new one. Account cancellation is permanent and means you will not be able to order a new Dosh card.

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If you need to reset your dosh account PIN:

To reset a forgotten PIN, open the dosh app and navigate to the PIN pad login screen. Select the ‘Forgot?’ option to initiate the PIN reset process. Follow the on-screen instructions to create a new PIN. Once your PIN has been successfully reset, log back into the app using the new PIN.

Dosh locks your account after three consecutive incorrect PIN attempts as a security measure to prevent unauthorized access. If your account gets locked, it may be due to system detection of possible unauthorized use or an error in PIN entry. To regain access, please contact customer support via the Help button or email support@dosh.nz. Our customer service team will verify your identity and help unlock your account.

Troubleshooting Verification During Sign-Up

If you are redirected back to the login page after attempting to verify your account while signing up:

1. Delete the dosh app from your device.
2. Restart your mobile.
3. Reinstall the app from your app store.
4. Open the dosh app and run through the sign-up process again from the beginning. This process helps refresh your app installation and resolves temporary glitches that might interrupt the verification process.

If you need to reset your One NZ dosh Visa debit card PIN:

Managing your One NZ dosh card PIN securely is essential for using your card. To reset your 4-digit PIN for the One NZ dosh card, follow these steps:

1. Open the Dosh app on your mobile device.
2. Navigate to the Dosh Card tab on the app's home screen.
3. From the card menu, select Card settings and then Change card PIN

Tap dosh card -> App settings -> Change card PIN

Then follow the prompts to change your card's PIN.

Remember, never disclose your dosh app PIN or dosh card PIN to anyone, and always keep your card securely with you. You can always put an immediate temporary lock on your dosh card via the app should you need to.

The PIN for your One NZ dosh card is entirely separate from your Dosh app PIN. Ensure you have different PINs for enhanced security, and remember not to share them.

• Double-check your PIN before attempting to enter it.
• Choose a PIN that is both secure and easy for you to remember.
• Never share your PIN with anyone to maintain account confidentiality.
• Ensure you have a stable internet connection while accessing the app.
• Make sure the Dosh app is updated to the latest version available in your app store.
• Clear the app’s cache (if supported by your device) to help resolve potential application issues.

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To send money to friends or family using the Dosh app, you must allow the app access to your contacts. This guide walks you through the steps to enable contact permissions on your iPhone.

Granting the Dosh app access to your contacts allows seamless functionality by enabling features such as sending payments directly to individuals listed in your contacts without needing manual input. This enhances user convenience and the overall app experience.

Additionally, if contacts are not appearing, follow the troubleshooting steps outlined below to resolve the issue.

Step-by-Step Instructions

1. Download and Open the Dosh App

Start by downloading the Dosh app from the App Store. When you open it for the first time, you’ll be prompted to grant access to your contacts.

2. Respond to the Permission Pop-Up

You’ll see a message like this:

"Dosh" Would Like to Access Your Contacts

This app requires Contact permission to send money.

Choose “Continue” to proceed.

Choose How You Want to Share Contacts

Next, you’ll be asked how you want to share your contacts:

- Select Contacts – Pick specific contacts to share.

- Share All Contacts – Allow Dosh access to all 403 contacts (or however many you have), including new ones added later.

Manually Enable Access (If You Skipped It Earlier)

This section also covers steps for troubleshooting missing contacts.

Some reasons for losing contact access may include app updates resetting permissions or changes in your device's settings.

If you accidentally tapped “Don’t Allow,” you can manually enable access:

Symptoms of this issue include seeing no visible contacts being available in the Dosh app.

1. Open your Settings app.

2. Scroll down and tap Apps then Dosh.

3. Under ALLOW DOSH TO ACCESS, toggle Contacts to Full Access.

If the app still doesn't display your contacts, try restarting the app and ensuring permissions are correctly set. If the problem persists, continue with additional tips.

Once you have done this, you will be able to see contacts in the dosh app to select and send money too.

If contacts still do not appear, ensure your phone is using the latest version of the Dosh app and try restarting your phone.

Additionally, you can regularly review your device's app permissions to ensure they remain aligned with your preferences.

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Important Information Before Cancelling Your Dosh Account

• Account closure is permanent. Once cancelled, you cannot reopen the same account or create a new one using the same mobile number.

• Consider keeping your account active. We’re constantly adding new features and improvements you might enjoy in the future.

• Impact on your One NZ dosh card: Cancelling your account will automatically deactivate any linked One NZ dosh card.

• No replacement or reactivation of cards will be possible after closure.

Funds must be cleared first. Accounts cannot be closed with a remaining balance. Please transfer or withdraw all funds before proceeding.

If you need to update account details (e.g., mobile number, email), contact our team via email contact@dosh.nz or the in-app messenger. For security, we’ll require:

• A recent selfie
• A photo of your valid driver’s license or passport

Method 1: Cancel in-app

How do I cancel my account?

1. Log in to your dosh app.
2. Ensure your account balance is $0. Before closing, any funds in your Dosh account must be fully withdrawn or transferred, as accounts cannot be closed with remaining funds.
3. Tap on the More menu.
4. Select App Settings.
5. Tap on Close My Account.

Method 2: Requesting Account Deletion via Email

Alternatively, you can reach out to Dosh customer support to request account deletion. Here’s how:

1. Use the registered email address linked to your Dosh account.
2. Send an email to support@dosh.nz requesting to close your account.
   • Include your registered email address and/or phone number in the request for quick verification. Customer support will confirm your request and process the account closure.

Changing your repayment date on your home loan through dosh

Can I change my repayment date on my home loan through dosh?

Yes, you can change your repayment date on your home loan through dosh. Please contact the dosh team via loans@dosh.nz and we'll help you out with changing your repayment period.

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Is dosh safe?

Dosh follows best practice and safety protocols in NZ to protect your information and money.

We have undertaken every step to ensure dosh is super safe for users.

We have designed the app to have multiple security and safety measures to protect user’s money.

Dosh is built using the most recent Java and Java Script technologies and is tested against all the best practices recommended by OWASP. The platform and its operation are compliant with the GSMA Mobile Money assessment framework to ensure the security and the integrity of each account and transaction.

It has all the safety features you would expect to control access, including PIN and biometric thumb print or face ID features.

Dosh customer funds are held on bare trusts by dosh with major registered banks in New Zealand. From 1 July 2025, customer funds held on trust with dosh are covered by the Deposit Compensation Scheme up to $100,000. This includes funds held in your dosh Everyday, Stash, and Strive on call savings accounts. Learn more about the DCS.

These funds are only moved on your instructions via the app, and we do not invest these funds for a financial return.

To top up your account dosh has selected Windcave, New Zealand's most established payment gateway provider. Windcave requires you to enter your bank username and password to conduct the top up instantly. Neither Windcave nor dosh will ever retain this information. We ask you to enter your details each time you use this service to avoid risks of a third party retaining your sensitive bank information.

dosh is a registered financial services provider in New Zealand, regulated by the Department of Internal Affairs.

We take our Compliance obligations seriously, and engage New Zealand’s leading experts to ensure we are meeting the highest levels of regulations set to protect individuals and businesses.

What if I have a dispute?

We are always looking for ways to improve our service to you. If something has gone wrong, we want to know.

Please send an email to contact@dosh.nz and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to the email.

When we receive your complaint, we will:

• acknowledge your complaint within 1-2 working days

• gather and evaluate information about your complaint

• respond to you within 20 working days.

If we cannot agree on how to resolve the complaint, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs. FSCL’s service does not cost you anything and they will help resolve the complaint.

You can contact FSCL:

• by calling 0800 347 257

• by emailing complaints@fscl.org.nz

• through FSCL’s website: www.fscl.org.nz

• writing to:

FSCL

PO Box 5967

WELLINGTON 6011

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If you encounter an issue or want to report a bug with your dosh account, please send us an email at contact@dosh.nz or use the in-app messenger.

If you receive a notification of a transaction not made by you, first check the kids/ your partner have not snaffled your dosh card ;).

Then, place a temporary lock on your One NZ dosh card by opening your dosh app, tapping Card, and toggling Temporary Lock to ON. This will prevent any further purchases being made with your dosh card.

We recommend you report your card as Lost or Stolen, found in the Card tab in your dosh app. You can also report any issues or suspicious activity by emailing contact@dosh.nz.

If you have questions or require support, please get in touch with us.

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Fees

The dosh app is free to download from your Apple or Google app store.

It is completely free to transact send and receive money via dosh, and it is free to send money back to your nominated bank account.

Your first One NZ dosh Visa debit card is free to order. If you lose your card or require a replacement, a $15 fee applies.

There is a Windcave flat fee of $0.70 to add money to your account instantly via Windcave. Adding money to your account via bank transfer is completely free.

Transacting with your One NZ dosh card is free*. Some smaller retailers may choose to pass on merchant fees or surcharges to their customers.

• Online and In-store Purchases: Whether you are shopping online, paying in-store, or using PayWave or inserting your card, no fees are applied.

*For international transactions made with your One NZ dosh card, a 2% FX fee applies.

Note: ATM withdrawals are currently not supported with One NZ dosh cards, ensuring clarity in applicable use cases for the card.

How much will dosh cost me?

Dosh is free to download.

Dosh is free to make payments to other dosh users.

There are no fees to move money from your dosh account back to your NZ bank account.

There is Windcave convenience fee of $0.70 to instantly add money to your dosh account via Windcave.

Adding money to your dosh account via bank transfer is completely free.

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Dosh Account Statements

Transactions can be found in your dosh app within your Everyday account and your Stashes.

By using the filter icon, you can select the date range you're looking for. Once applied, this will show you all your transactions for that period.

If you need a hard copy you can easily request a statement of your dosh account transactions.

Just contact Customer Service in-app via the ? icon, and drop us a message asking for one. Follow these steps:

1. Determine the date range for your requested transactions.
2. Specify any required reference details to be included.
3. Select your preferred format, such as PDF, ideal for visually structured and printable documents, or CSV, better suited for importing into spreadsheets or financial software for detailed analysis.
4. Clearly mention these details when submitting your request.

Remember to contact us from your registered dosh email address, including your mobile number and the date range of the statement you are after. Additionally, specify if you need transaction references or other details included in the statement and confirm if you would like the statement in PDF or CSV to ensure it meets your needs.

We will come back to you to verify your identity, then email you the detail via a PDF or CSV file statement. Statements are typically shared via email in the requested format. Please allow some time for processing, as large data volumes or extended date ranges might require additional preparation time.

Requesting statements

How to Request a PDF Statement on Dosh

Dosh makes it easy to request PDF statements for your transactions. Below, we provide a step-by-step guide, including essential details and limitations you may encounter when requesting these statements.

Steps to Request a PDF Statement

1. Send a request from your registered email address to contact@dosh.nz
2. Specify the Date Range: Identify the start and end dates for the transaction period you need. Ensure the date range lies within the period your account has been active.
3. Provide Delivery Information: both PDF and Excel documents can be sent

Limitations to Keep in Mind

• Account Creation Date: Statements cannot include transactions before your account creation date.
• Email Delivery: Ensure the provided email address is valid and accessible, as this will be the delivery method for your requested statement.

By following these steps and keeping limitations in mind, you can successfully receive your Dosh statements.

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How do I put money into my dosh account?

There are three ways to add money your Everyday dosh account:

1. Via Bank Transfer - free

You can easily add money to your dosh account via a payment direct from your personal bank account for free.

Please carefully follow the instructions below to set up dosh as a payee in your online banking or mobile banking app.

The funds will be added to your dosh account when they arrive at the dosh bank account – standard banking timeframes apply.

(Note: You can add money to your dosh account via bank transfer 7 days a week, including public holidays. Bank transfer payments made between 9am and 10pm, can be expected to show within 2 hours. For payments made outside of these hours, your money will show in the morning of the following day.)

Payment Instructions

Step 1:

Login to your internet banking or mobile banking app

Step 2:

Set up Dosh as a new Payee, using the account details below

Step 3:

You must include your mobile number in the payment reference field. This is so the funds are deposited into the correct dosh account.

If you do not include your mobile phone number in the payment reference field, our system will automatically reverse the funds into the bank account they came from.

Step 4:

Make payment. Turn on your notifications to be alerted when the funds arrive

Please set up dosh as a Payee using the following details:

Bank Account Name

Dosh NZ

Bank Account Number

02-1257-0060097-002

Payment Reference

[Your mobile number]*

*(Important: If there is no mobile number in the Payment Reference field, the payment will be reversed. If we don't have your mobile number as a reference, we do not know which dosh account to deposit the money into.)

Adding money from an ASB account – troubleshooting

For ASB bank account holders, before adding money to your dosh account you must turn on ASB notifications on your smartphone to receive your Netcode.

1. Go to Settings in your phone, then Notifications. Tap on ASB

2. Turn on ASB notifications

3. Do the same for ASB alerts

To ensure you always have funds available, simply set up a regular recurring automatic payment from your bank account to your dosh account.

dosh does not currently enable adding money via debit or credit card.

2. Instantly: via Windcave - convenience fee included

Step 1: From the Home Screen. tap Add Money, select Add Money via Windcave - Instant

Step 2: Enter the amount, tap Add Money

You will be directed to the Windcave payment gateway

Step 3: Select your bank provider

Step 4: Login to your online bank account as normal

Please note: There is a convenience fee of $0.70 to instantly add money via Windcave. dosh or Windcave do not keep or record any personal information.

There is a daily Windcave top up limit of $700NZD. If you would like to add more money, please choose Bank Transfer.

More details can be found at: www.windcave.com/support-merchant-frequently-asked-questions-merchant-faq#Account2Account

3. Get your wages paid into your dosh account by your employer - once set up there's no further action required to add money

Step 1: Contact dosh in-app or via our website and request a dosh Bank account number.

Step 2: We will set up the account for you and send you an email with the account details to your registered email address.

Step 3: Forward the email directly to your employer requesting an update of the bank account number they pay your wages to. They will confirm when this is complete.

Add money to my dosh account from my bank account

Adding money to your Dosh account is simple, free, and thanks to 7-day banking, your top-up can even arrive over the weekend.

You can transfer funds from your bank account in two easy ways:

1. Standard Bank Transfer
   • Add Dosh as a payee in your online banking.
   • Transfer funds directly from your bank account to your Dosh account.‍
2. ‍Automatic Payment‍
   
   • Set up a recurring weekly payment.
   • Perfect for pocket money or keeping your weekly budget ready in your Dosh account.‍

‍Payee Details:

• Bank Account Name: Dosh NZ
• Bank Account Number: 02-1257-0060097-002
• Payment Reference: Your mobile number

Important: If your mobile number is missing from the Payment Reference field, the payment will be reversed. We need this to identify your account.

First-time top-up?

Make sure the funds come from a bank account in your name that matches your Dosh account.

Note: You can top up your dosh account via bank transfer 7 days a week, including public holidays. Bank transfer payments made between 9am and 10pm, can be expected to show within 2 hours. For payments made outside of these hours, your money will show in the morning of the following day.

How should I handle 'adding money' to my dosh account?

How to Verify Payment transfers and Troubleshoot Delayed Payments on Dosh

Ensuring that your payments are credited to your Dosh account is crucial for maintaining financial confidence. This article outlines the steps for confirming fund credits, understanding processing timelines, and troubleshooting payment delays on Dosh.

How to Confirm deposit

To verify that a payment has been credited to your Dosh account:

1. Check your Dosh account balance: Log into your Dosh account via the app and look for updates in your account balance or specific transaction records.
2. Look for notifications: If the payment has been successfully received and credited, you should receive a notification. Ensure your notifications are turned on within your mobile device.
3. Confirm with the sender: Ensure that the sender has sent the payment correctly. Payments must include your mobile number as the payment reference to ensure proper processing by Dosh. If the reference is missing or incorrect, the payment will fail or be returned to the sender.

Supporting Transaction Investigations

If the funds appear to be missing from your account:

• Provide a screenshot of the transaction, showing the payment details such as transaction ID, amount paid, and senders account information. This documentation will assist Dosh support team in tracing the payment.
• Send detail to contact@dosh.nz from your dosh registered email address.

Troubleshooting Payment Delays

Occasionally, incoming payments may not reflect immediately in your Dosh account. Use the following steps to resolve this:

Typical Processing Times

Payments received by Dosh are generally processed twice daily, once in the morning and once in the afternoon. Exceptions include:

1. Funds Received After Business Hours: Transactions completed after 5 PM will be processed the next business day.
2. Security and Compliance Checks: Payments undergo standard checks to verify their validity and ensure compliance with financial regulations. This step may introduce slight delays but is essential for protecting your transactions.

Summary

Understanding Dosh payment processing times and requirements enhances your ability to manage account credits effectively. Confirm credits through notifications, balance checks, and sender communication. If delays occur, thoroughly check timing and references and provide essential proofs for investigations. If you require further assistance, Dosh support team is available to guide you through any unresolved payment concerns!

Check these timeframes to find out when to expect your money to arrive:

Bank transfer to dosh account

Transfers from your bank to your Dosh account are available 7 days a week, including weekends, ensuring seamless access to your funds even on non-business days.

• 7 days a week, you can expect your bank transfer to arrive in your dosh account within 1-2 hours during processing hours (9am-9pm NZT), as long as you have entered your mobile number (without spaces) in your bank's payment reference field. Find instructions to bank transfer top-up in your dosh app.
• Transfers initiated outside the 9am-9pm NZT processing window will be processed the following morning.
• If it has not arrived or you have forgotten to include your mobile number in the reference field, send us a message in-app or to contact@dosh.nz so the team can resolve for you.

Windcave to dosh account

Adding money with Windcave is instant, 24/7. There are a couple of exceptions to this:

• If you attempt to add two identical amounts within a 12 hour period to your dosh account via Windcave, only the first will go through instantly. The second amount will be processed and in your account by midday of the next business day.
• On very rare occasions, your Windcave top-up might be impacted by temporary internet connectivity issues. Please let us know if your Windcave top-up has not arrived.

Dosh account to bank account transfers

Processing for Dosh-to-bank transfers occurs once daily, providing consistent service even on weekends.

• Dosh account to bank transfers are processed via the New Zealand banking system, not by dosh. This means dosh account to bank account payments are not in real time like the other dosh transactions. Transfers are processed twice daily on weekdays at 7:00 AM and 5:00 PM NZT. On weekends, transfers are processed once daily at 11:30 AM NZT. Funds generally arrive in your bank account within a couple of hours following the relevant processing time.

Need help? Let us know. Just send us a message via the support icon in your app, or email contact@dosh.nz. We're here to help!

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What Should I Do If I Forgot to Include My Mobile Number in the Payment Reference Field?

Transferring funds without including your mobile number in the payment reference field can result in delays, but these issues can often be resolved. If you have forgotten to include your mobile, please contact us at contact@dosh.nz so we can help you out.

Here, we’ll guide you through what happens in such situations and what steps you can take to address the problem.

Common Refund Scenarios

Missing critical information like a mobile number in the payment reference field can lead to two main outcomes:

1. Automatic Refunds: In many cases, the funds are automatically returned to the sender's account.
2. Manual Resolution: In situations where automatic refunds are not processed, the funds may require manual handling by the Dosh support team or relevant financial institution.

Automatic Refund Process

If you omit your mobile number when sending money, the payment system often detects the missing detail and returns the funds back to your bank account automatically.

Steps to Verify Refund Status:

1. Check your account for the returned funds.
2. Confirm the transaction history to ensure the money was refunded.

Manual Resolution Process

If the funds are not automatically refunded, additional actions may be required. The dosh team can manually locate the transferred funds and redirect them to the correct account. For this, you might need to:

1. Provide details of the original transfer, such as the source account and transaction ID.
2. Confirm that the payment was intended for a specific recipient or account.

Note that the process may vary depending on your bank or payment provider, but a resolution is usually possible with proper documentation. Source:

Tips to Avoid Payment Issues

To minimize the risk of encountering errors or delays when transferring funds:

1. Always double-check the payment reference field: Ensure all required details, especially mobile numbers, are included.
2. Confirm recipient details: Verify account numbers and associated identifiers before making transfers.
3. Contact support immediately: If you suspect an issue with your payment, notify Dosh support or your bank without delay.

By following these tips, you can help ensure smooth and hassle-free transactions.

If you need additional support, contact dosh’s customer service team for personalised assistance.

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As of 15 December 2023, dosh has implemented a convenience fee of $0.70 when you instantly add money to your dosh account instantly via Windcave.

As dosh has been growing over the last couple of years, we have been wearing the cost of the Windcave fee to be able provide dosh users to instantly add money to their dosh account. And, as we continue to grow to dosh, adding more features and products to help dosh users with their money management and journey, we need to pass this small cost on to be able to do so.

Don't forget, adding money to your dosh account via Bank Transfer is free and super easy. Bank Transfers only take a couple of steps to set up and you can expect your money to arrive at your Dosh account within 1-2 hours, 7 days a week. Yes, even on the weekend!

Some tips to make adding money via Bank Transfer easier:

• Save dosh as a payee in your banking app
• Set up an automatic payment to add money to your dosh account each time you get paid by your employer
• Make sure your dosh notifications are turned on so you can receive notification that your money has arrived

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How Do I Set Up and Retrieve My Personal Dosh Bank Account Number?

Dosh allows its users to set up personal bank account numbers designed specifically for receiving wages or salaries. Below is a step-by-step guide to help you set up and retrieve your Dosh bank account number, along with some important conditions and timelines to keep in mind.

Step-by-Step Process for Setting Up Your Dosh Bank Account Number

1. Confirm Your Intention to Use the Dosh Account: - To begin the process, you need to confirm via your registered email address, that you plan to use your Dosh account for receiving wages or salary. This confirmation is necessary as these accounts are explicitly designed to facilitate payroll transactions. Send your request to contact@dosh.nz
2. Await Setup Confirmation: - Once your request has been communicated, Dosh will proceed to set up your personal account. - You can expect to receive a confirmation about your account setup within a couple of days after initiating the process.
3. Account Accessibility: - Your personal Dosh account number will be made available to you once the setup is complete. Note that this account is restricted for use in receiving wages or salaries only and cannot be used for standard deposits.

Special Conditions and Guidelines

• Purpose-Specific Account: - The assigned Dosh account number can only be used for receiving payroll-related transactions. It is not compatible with general-purpose deposits or other financial transfers.
• Confirmation Timelines: - While the typical timeline for account confirmation and setup is around one to two business days, this may vary based on operational schedules or additional documentation requirements.

FAQs

Why can’t I use my Dosh account for purposes other than receiving wages?

Dosh personal bank accounts are specifically configured to handle salary or wage deposits as part of an integrated payroll system. This ensures streamlined and secure transactions for this particular use case.

How will I know my account setup is complete?

Once the setup process is finalized, you will receive a confirmation notification via email containing details about your new Dosh account. Ensure you check your registered email or the notifications section within the app. For further assistance, contact Dosh Support through the in-app help option.

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There are two ways to pay someone using dosh:

1. Pay to a contact's mobile phone number.

From the dosh home screen tap 'Pay', then 'To a contact'. You can pay anyone in your mobile phone contacts list.

If they do not have dosh, they will be sent an SMS asking them to download the app to receive your payment.

If they have not done this within seven days, your payment will be reversed to your dosh account.

2. Scan another dosh user's smartphone via their unique QR code, generated from within their app.

To find your unique QR code, tap the Scan icon in the top right corner of your dosh home screen.  

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You can pay anyone in NZ with a NZ mobile phone. Simply tap the Pay button from the bottom navigation bar and then send to a contact.

Your mobile phone contacts who have dosh are identified with the dosh icon next to their name in your dosh contacts list.

Your dosh contacts will receive instant notification that they have received money from you.

You can also pay contacts who have not yet downloaded dosh. Simply select their name, enter the amount and hit confirm.

They will receive an SMS inviting them to download dosh to accept your payment. If they use your referral code when they sign up to dosh, you will receive a $5 referral bonus (only one referral code can be used per customer signing up to dosh).

As soon as they open their dosh app, your payment will be waiting for them. :)

If you don't have the person's mobile number in your contacts list, you can scan their personal QR code, then enter the amount you want to pay them. Access your QR code in the dosh app, by tapping the QR icon on your Home Screen. Easy!

Top tip: Make sure your dosh notifications are turned on, so you know when you have received a payment, or a payment request.

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Request to Pay via the dosh app is a super handy and very popular feature. It is the first time Kiwis have the ability to digitally send a payment request and be paid back on the spot.

How does it work?

Open your dosh app and tap Pay from the bottom navigation bar and select the Request money from a contact option.

You can request from contacts in your mobile phone, or with a QR code if you don't have their phone number.

Enter the amount you're requesting, and hit Request. That's it!

The person you are requesting $$ from will be instantly notified, and can simply accept, or deny the request.

Note: you can Request to Pay from anyone in your mobile phone contacts, whether they are a dosh user or not.

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It's super easy to split a bill instantly with dosh.

1. Make a payment with your dosh card.
2. Open your dosh app.
3. From your Everyday account, tap on the transaction you would like to split.
4. Select the contacts you would like to split the bill with. Tap Next.
5. dosh will automatically split the amount of the transaction equally between the number of contacts you have selected (including yourself!).
6. You can manually override the amount for each person. If the amount does not tally, you'll see this in 'Amount to allocate', below the total amount.
7. When you are ready to split, hit Confirm.
8. Your split bill request will instantly be sent.
9. Your contact simply taps on the notification to confirm the request.
10. That's it! Bill, split.

Note: You can split a bill with anyone in your contacts list. Contacts who have the dosh app are identified with the charcoal dosh icon. Those who don't have dosh will receive an SMS asking them to download dosh to complete the split bill request.

NEED HELP? LET US KNOW!

If you're stuck, just tap on the Support icon from the Home Screen in your dosh app or hit the blue messenger icon on the bottom right of your web browser and reach out to us. We're here to help!

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How do I transfer money to my bank account?

Open the Dosh app and tap on the 'Pay' option (bottom center of the home screen menu).

2. Select 'To a bank account'

3. Select the account from My Payees or create a New Payee.

If setting up a New Payee, enter the account number. Ensure your banking details are accurate, as incorrect details may result in delays or failed transactions.

4. Enter the amount to transfer

5. Review & confirm details

Fees?

There are no fees for transfers from your dosh account to a bank account.

Dosh-to-bank account payments are processed in two daily batches at 7:00 AM and 5:00 PM (local time) during weekdays, while weekend payments are processed at 11:30 AM. Requests submitted before a scheduled batch time are included in that batch, whereas later requests are processed in the next batch. Once processed, funds typically appear in your bank account within a few hours, though this may vary based on your bank's processing rules.

Transfers usually arrive within a few hours of being processed, depending on your bank's rules. This makes it essential to verify your banking details to prevent any delays or issues.

Dosh account to bank transfers

Dosh account to bank transfers are processed via the New Zealand banking system, not by dosh. This means dosh account to bank account payments are not in real time like the other dosh transactions.

Weekdays these payments are processed twice daily, at 7am and 5pm, so depending on what time you make the transfer, it will be picked up then. On weekends these payments are processed once daily, at 11:30am.

You can expect most dosh account to bank transfers to arrive within a couple of hours of the above processing times.

It is free to transfer money from your dosh account back into your bank account.

When making a dosh to bank payment from your dosh account, please make sure the money is in your Everyday account for the payment to be successful.

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Adding money via Windcave is limited to $700 per day.

One NZ dosh Visa debit card payment limits

There is a weekly card spend limit of $10,000.

How to Check Card Limits

To check the limits on your One NZ dosh card, follow these steps:

Open the dosh app on your device.

Navigate to your Dosh Card in the Everyday account.

Go to the 'Settings' menu.

Select 'Limits' to view the details.

The One NZ dosh card is connected to your Everyday account in the Dosh app, where you can manage your card settings, monitor your spending, and check transaction or balance limits.

All currencies are in New Zealand Dollars.

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Getting your free One NZ dosh card is easy.

First up, you'll need to make sure you have joined dosh. Download the app from your App Store and complete a simple sign-up process in a couple of minutes (make sure you have a valid NZ passport or driver's license handy).

When you open your dosh app for the first time you'll be prompted to order your free One NZ dosh card. Follow the simple steps - ensuring you have entered the correct address for delivery - and away you go.

Your One NZ dosh card will arrive within 5-10 business days.

You'll receive instructions to activate your dosh card with it, when it arrives. Once activated, set your PIN and away you go! Spend instore and online where Visa is accepted.

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As soon as your One NZ dosh Visa debit card arrives, you'll need to activate it before you can use it.

Step-by-Step Guide to Activate

Open the Dosh app on your mobile device.

Navigate to the "Dosh Card" section.

1. Follow the prompts to activate your card.
   When prompted, enter the
   last 6 digits
   of your One NZ dosh Visa debit card. This serves as your activation code.

Once this is completed, your card will be activated and ready for use.

Troubleshooting Common Issues

If you encounter an error, such as an invalid activation code, ensure you are entering the correct last 6 digits of your card number. Restart the activation process within the "Dosh Card" section of the app, and reattempt as needed.

You'll find simple instructions to activate your dosh card in the envelope your dosh card has come in.

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Once you've ordered your One NZ dosh card, you can expect to be with you within 10-15 business days. Please be patient with the postie!

If 15 days have passed and your card has still not arrived, please send us a message in-app, or email support@dosh.nz. We will investigate for you.

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If you move house after ordering your One NZ dosh card, please contact the team via our in-app messenger or send us an email to cards@dosh.nz.

If you let us know about a change in address within 36 hours of ordering your card, we will be able to have the address change request submitted before the card is sent out. If it is later than that, the card will have been dispatched. In this case, you will need to cancel your One NZ dosh card from within the card tab of your dosh app, and order a replacement. A $15 replacement fee will apply.

If you know you will be moving house, it's a good idea to have your One NZ dosh card sent to your new address.

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Adding your One NZ dosh card to Apple Pay

Adding your One NZ dosh card to Apple Pay is easy.

Open your dosh app and tap dosh card

Tap the Add to Apple Pay button and follow the simple prompts to add your card to Apple Pay

Head to your Apple Wallet app to check your card has been added to your Apple Wallet

By using Apple Pay, you accept the Apple Pay Terms and Conditions.

Can I add my One NZ dosh Visa debit card to my Apple or Google Pay Wallet?

Yes, you can add your One NZ dosh Visa debit card to Apple Pay Google Pay.

See here for instructions on adding your card to Apple Pay.

See here for instructions on adding your card to Google Pay.

This means, you can:

Add your One NZ dosh card details to your mobile device

Access your money direct from your phone

I'm having trouble adding my dosh card to Apple Pay

If you're having difficulties adding your dosh card to Apple Pay, please check the below the below points for successfully adding your dosh card to Apple Pay.

• Is your device compatible with Apple Pay, see here for more information from Apple.
• Check you have the latest version of the dosh app downloaded
• Check your internet connection and that you have phone credit as you may receive an SMS to verify Apple Pay

If you have checked all of the above points and you are still having difficulties with Apple Pay, please contact us via the messenger icon from your dosh app or email contact@dosh.nz and we'll help you out.

By using Apple Pay, you accept the Apple Pay Terms and Conditions.

I'm having trouble adding my One NZ dosh Visa debit card to Google Pay

If you're having difficulties adding your One NZ dosh card to Google Pay, please check the below the below points for successfully adding your One NZ dosh card to Google Pay.

• Is your Android device is NFC compatible? Google Pay requires devices to be NFC compatible. You can check this in your devices settings
• Do you have the Google Wallet app downloaded on your device? This is not a default app so you may need to download it from the Play Store
• Check you have the latest version of the dosh app downloaded
• Check your internet connection and that you have phone credit as you may receive an SMS to verify Google Pay

If you have checked all of the above points and you are still having difficulties with Google Pay, please contact us via the messenger icon from your dosh app or email contact@dosh.nz and we'll help you out.

By using Google Pay, you accept the Google Pay Terms and Conditions.

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My One NZ dosh Visa debit card is about to expire

If your One NZ dosh Visa debit card is about to expire and you are an active One NZ dosh card user, we will automatically replace your card before it expires.

Keep an eye out for a message from us to remind you that your card is about to expire. We will also ask you to check your address in the dosh app is correct so we can ensure we are sending your new card to the correct place.

When your replacement card arrives:

• Keep using your current card until it expires. Do not throw out your current card until it expires.
• Activate your new card in the dosh app on the first of the month from 1pm after your current card expires.

Once your new card has been activated, you can then discard of your old card and start spending with your new card.

​When will my One NZ dosh Visa debit card expire?

One NZ dosh cards are valid for 3 years from the time you order your card.

You can view the expiry date on the back of your card, or in the dosh app by going to Dosh Card > Card details > Card expiry date.

When exactly will my current card expire?

You should continue to use your existing card until it expires which is around 1pm on the first of the month (e.g. if your card expires on the 31st of October, continue to use your card until 1pm on the 1st of November). Once the card expires, you will be provided the option to activate your new card in the dosh app using the activation code provided on the card.

You can view your cards expiry date in your dosh app by going to Dosh Card – Card details – Card expiry date.

Do I need to re-add my card to Apple or Google Pay?

No, you can continue to use Apple or Google Pay without needing to re-add your card.

My One NZ dosh Visa debit card has expired

Upon ordering your One NZ doshncard, cards are valid for 3 years. You can view the expiry date on the back of your One NZ dosh card, or in the dosh app by going to Dosh Card > Card details > Card expiry date.

If your card has expired, you'll need to order a new card by following the instructions in-app.

Please note, there is a $15 replacement fee to order a new card.

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If you have misplaced your card, we strongly recommend you put a temporary lock on it. You can do this from the Card section of your dosh Everyday account. Just toggle the Temporary Lock button to the right.

Then, check jeans pockets, down the side of the couch, the car or anywhere it may have been inadvertently left. If it shows up, great! Just toggle Temporary Lock back over to the left.

If you still can't find it, follow the steps in your dosh app to cancel your card and order a replacement. There is a $15 replacement fee.

If your card has been stolen, please cancel your card immediately and report this via the app. The dosh team will contact you for more information.

Please note, your replacement card will have a new number, so you'll need to update any saved dosh card details online (e.g. your Uber or Countdown Online account).

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If your One NZ dosh Visa debit card is lost or stolen, you can cancel it and order a replacement from within your dosh app.

Additionally, if you suspect unauthorized activity on your One NZ dosh card or believe it has been compromised, you should Temporarily lock your card and contact us as soon as you can so we can investigate the activity.

If you have misplaced your One NZ dosh card, we recommend putting a Temporary Lock on it from within the Card section of your app. Simply toggle across to the right. When your card shows up, just toggle back to the left to unlock it.

This precautionary step helps mitigate potential risks while you verify the card's status.

If your card has been permanently lost, stolen, or damaged, open your dosh app, tap on Card, and select the option that best reflects your situation: 'stolen' for fraudulent or unrecognized activity, or 'damaged/not working' for physical card issues preventing its use.

Follow the on-screen instructions carefully to complete the cancelation and initiate a replacement. By selecting the appropriate reason, you help ensure that your replacement request is processed accurately and securely.

Understanding Card Replacement Scenarios

When replacing a card due to fraudulent transactions, choose the 'stolen' option in the app to update your card details and flag the issue for security reasons. For physically damaged cards, select the 'damaged/not working' option. Each scenario ensures updates and actions tailored to the specific issue.

If you notice unauthorized transactions, use the app's message feature to report them immediately. Taking this step ensures the issue is recorded and addressed promptly.

Follow the prompts to cancel your One NZ dosh card and order a replacement. Please note, a $15 card replacement fee will apply.

Replacing your card ensures your account remains secure, especially for resolving any disputes related to unauthorized transactions.

Tip: Your replacement card will come with a new number, expiry date and CVC. Make sure you add these new details to all your saved online platforms, eg Uber, UberEats, My Lotto, etc.

Activate your new card in the Dosh app and update any linked accounts with the updated card details to ensure uninterrupted services.

FAQs

• What if I’m unsure whether my card is compromised? If there is any doubt, it is best to replace your card as a precaution. Use the Temporary Lock feature in the app until you confirm its status.
• What is the fee for replacing a card? The standard replacement fee is $15. Please check the app for the most current information on fees.- Which replacement option should I choose? If your card is compromised due to fraud, select 'stolen'. For cards that are physically damaged or not working, choose 'damaged/not working'.

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ou can pay with your One NZ dosh card instore and online, where Visa is accepted.

Simply:

• Tap & Go on a Visa-enabled payment terminal
• Enter your One NZ dosh card details at the online checkout
• Insert your One NZ dosh card in a payments terminal and select 'Credit' as the account

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There are a few reasons your One NZ dosh card might have declined. Make sure you’ve checked these off the list to ensure your card purchases are successful every time.

• Insufficient funds

The One NZ dosh Card is a prepaid debit card, which means you need to add money to your Everyday account before you can use it. It’s super easy to add money. You can:

1. Add money instantly in-app via Windcave. This option is instant, seven days a week and includes a flat fee of $0.70.
2. Set dosh up as a payee in your online banking account. Open your app, tap Add – Via bank payment, then follow the instructions provided. Bank transfers are completely free and are processed within 2 hours 7 days a week.
3. Make it even easier by setting up a recurring regular automatic payment from your bank account to your dosh account.
4. Transfer money from any of your Stashes to your Everyday account.

• Card limits set below the value of the transaction

Jump into your dosh app, tap Card – Settings – Limits. Here you can set your single, daily and weekly card spend limits to suit. It pays to check here regularly to ensure your transactions always flow through smoothly.

• Card not yet activated

Before you can use your One NZ dosh card you need to activate it. Open your dosh app and follow the prompts.

• Wrong PIN

When you activated your One NZ dosh card you would have set up a PIN for your card. If you cannot remember your PIN, you can change it in the dosh app by going to:

Tap dosh Card - App settings - Change card PIN. Then follow the prompts to change your card's PIN.

• Your card is locked

Check that you haven't locked your dosh card:

Tap dosh Card - Check that Temporary lock is toggled off

• Incorrect CVC or expiry date

If making an online purchase, check that you're using the correct CVC and expiry date. You can find these on the back of your card.

• A merchant doesn't allow for prepaid debit cards

The One NZ dosh card is a prepaid card. Some merchants may choose to not allow for prepaid debit cards at checkout by their discretion. Some merchants who don't allow prepaid cards includes buy now pay later services and TAB.

If everything looks fine, please send us:

📸 a screenshot of the failed transaction
🏪 the merchant name and amount
❓ and let us know if the money still came out.

One of the team will be with you ASAP to help.

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or now, you cannot withdraw cash from an ATM with your One NZ dosh card. If you need to access your funds, you can spend with your dosh card or make a payment to a bank account.

The One NZ dosh card can be used for a variety of transactions, including:

• Online Purchases: Use your One NZ dosh card to pay for items or services on e-commerce platforms.
• In-Store Payments: Swipe your dosh card at point-of-sale (POS) systems in physical stores.

Can my wages be paid into my dosh account?

You can have your wages or salary paid into your dosh account. Find out how here.

You can now receive your wages or salary into your dosh account by requesting an individual dosh Bank account number. You can provide your new dosh account number to your employer, and they will pay your wages directly into dosh.

Dosh adds the wages to your dosh account the same day as long as your wages are paid by the end of day. Once set up, there will be no further action required by you to add money.

Getting set up to receive wages directly into your dosh account is easy. Just follow the following 3 steps:

Ensure that the name on incoming payments matches the full name listed on your dosh profile to avoid delays or payment errors.

Contact dosh in-app or via our website and request a personal dosh Bank account number.

We will set up the account for you and send you an email with the account details to your registered email address. Verify that the account details match the information on your dosh profile before proceeding.

Forward the email directly to your employer requesting an update of the bank account number they pay your wages to, ensuring that the names on the account and the payment information match. They will confirm when this is complete.

The security of the funds received into your account does not change – the dosh bank account numbers are provided by a registered bank in New Zealand and the funds are held securely in a client trust account on your behalf, at a registered Bank.

To ensure uninterrupted salary transactions, double-check all details provided to your employer, and keep your dosh profile updated for consistency. If you encounter any problems, reach out to dosh support to address issues promptly.

We hope you enjoy the ease of receiving wages directly into dosh and welcome any feedback on this new solution.

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Auto-fuel dispensers may present a message at the terminal that a hold of up to $200 will be charged to your account.

• When entering a fixed amount (e.g. $20), a hold should not be placed on your card
• When selecting 'Fill', a hold of up to $200 will be placed on your account at the time of transaction. You’ll need to have this amount available in your account. Shortly after filling up, your dosh account balance will be updated with the actual amount of your purchase.

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How to effectively use the One NZ dosh Visa debit card

Overview of the One NZ dosh Visa debit card capabilities

The One NZ dosh Visa debit card is a versatile payment tool that can be used for a variety of transactions. This includes purchases at physical stores, online shopping, and international transactions. This guide will walk you through the different usage scenarios to maximize your experience with the card.

Domestic Usage Instructions

In-Store Payments

You can use the One NZ dosh card at any physical retailer that accepts Visa. There are two primary ways to complete your in-store payment:

1. Tap-and-Go Payments: If the terminal supports contactless payments via PayWave, simply tap your card and proceed.
2. Chip and PIN Payments: For terminals without PayWave, insert your card into the payment terminal, select 'Credit', enter your PIN, and complete the transaction.
3. Online Shopping: To shop online, enter your One NZ dosh details at checkout to complete the transaction.

A 2% foreign exchange (FX) fee is applied to all international transactions to account for currency handling.

ATM Withdrawals

Currently, ATM withdrawals are not supported with the One NZ dosh card. However, you can continue to use the card for both online and in-store transactions, provided Visa is accepted and the terminal has PayWave enabled.

Please note, in order to use your dosh wallet overseas to add money or view your current balance, you will need access to Wi-Fi or roaming data on your mobile phone.

Fees and Exchange Rates When Using the One NZ Dosh Visa Debit Card Overseas

When using your One NZ dosh card for transactions in stores or online overseas, understanding currency conversion and fees is important. Transactions are settled at Visa’s standard exchange rate at the time of the transaction. Below are the key details:

1. Transactions are converted at an exchange rate determined by Visa.
2. A 2% FX fee applies to all international transactions.
3. Dosh does not display or track real-time exchange rates. Being aware of these factors is essential for managing your expenses during overseas transactions. If you have any uncertainties or require further clarification, please contact dosh’s customer support team.

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Protecting you is our top priority.

One way we do this is by preventing the unauthorized use of your dosh card.

From 16th August 2023, during a purchase from a desktop, mobile or other digital device, you may be guided through an extra check to verify your identity during online purchases. This helps us ensure you and better protects you from fraud. This check is called 3-D Secure.

As a dosh cardholder, your online transactions are secured with Visa. Visa recently enhanced its security for online purchases making the experience more seamless and easy while protecting you from fraud. Learn more about how it works at Visa Secure.

What is 3-D Secure?

Visa created the Three-Domain Secure (3-D Secure) messaging protocol in 1999 to give merchants and issuers a way to authenticate cardholders as they shop online. This additional layer of security helps prevent unauthorized use of cards and protects eCommerce merchants and issuers from exposure to fraud. The merchant, issuer, and the payment brand-governed 3-D Secure infrastructure comprise the “three domains”.

EMV 3-D Secure authenticates a Cardholder during an online (eCommerce) transaction to provide identity verification and account confirmation.

With 3-D Secure enabled, you'll also notice you can now purchase online with major retailers where their checkout process is included in the 3-D Secure programme, e.g. Rebel Sport, Kmart and more.

What the request for additional verification step will look like:

Frequently Asked Questions

• How are my online purchases secured with Visa?

Visa has developed a program that helps confirm your identity when you make an online purchase. There’s no need to download anything, install software, or register your account. During an online purchase from your desktop, mobile or other digital device, you may be guided through an extra check to verify your identity. This helps us ensure you’re you and better protects you from fraud.

• What is the benefit to me as a cardholder?

Through this program, you have an added layer of protection that helps prevent the unauthorized use of your dosh Visa card while shopping online.

• Is my personal information safe and secure?

Yes. Your information is transmitted using a high level of encryption and is stored on a secure server.

• Does this service cost me anything?

No. There are no costs associated with this service.

• What do I do if my mobile number has recently changed?

Please notify dosh that your details have been updated and provide the updated contact details.

• How will I know if my online purchase has this added layer of protection?

This service will automatically work at checkout at any participating online merchants. Remember, there’s no need to download anything, install software, or registration for an account to get this added layer of protection.

When using this service, you may occasionally be prompted at checkout to verify your identity, but this is to ensure you’re you and protect you from fraud.

• Can I still use my dosh Visa card at online merchants that are not participating in this program?

Yes, your dosh Visa card will continue to work as usual if the merchant is not participating in this program. Your transaction will still be protected by multiple layers of security.

• What happens when I finish shopping?

When you are finished shopping, proceed to the merchant's checkout page. As you complete the transaction, you may be prompted to verify your identity if additional authentication is required. It’s important to take special precautions when shopping online. This extra verification step helps ensure the person using your card is you.

• If I do encounter this extra verification step, what will the extra check be?

If you do encounter this extra step, simply follow the instructions on your screen to verify your identity. A one time code will be sent to the mobile number that has been registered with us. Key in this one time code on the screen and proceed with the payment process.

• I see the Visa logo when I’m going through the extra check. What’s this about?

If you do encounter this extra verification step, Visa helps transmit the information being shared between the merchant and us. The logo is there to give you peace of mind that the transmission is secure.

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Holds, Settlements, Refunds & Reversals

If a purchase is showing in your dosh transaction list in the app, then the transaction has been successful and has been charged to your account.

You can tap on the transaction to view the status. It will either show as 'Hold' or 'Completed'. If it is 'Hold', this means the retailer's bank has not settled the transaction. Some retailers' banks can take up to 3 days to settle a transaction.

Tips:

Ensure you have refreshed your balance before making a transaction, you can do this by swiping down on your Home screen in app. If your balance in app is not refreshed, this can sometimes affect the success of a transaction.

Refunds/ Reversals:

Very rarely, you may receive a refund or a reversal that takes a little longer to settle. Until it does, the refund amount will be 'locked'.

For example, you may have a balance of $100, and a $30 refund that has not yet settled. This means your available funds are $70, until the refund settles. Settlement usually happens quickly, however with some retailers, can take 1-3 days.

NEED HELP? LET US KNOW!

If you're stuck, just tap on the support icon from the Home Screen in your dosh app or hit the blue messenger icon on the bottom right of your web browser and reach out to us. We're here to help!

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Merchant 'Holds'

Often, merchants apply a 'Hold' amount to check the validity of the card being used, and to make sure there is an existing balance. This can be the case when you are using a new card, like your One NZ dosh card, for the first time.

When you make a purchase with your One NZ dosh card, you may see a nominal amount, usually $1 or $2, show in your dosh transaction list in the app.

As an example, you purchase a Lotto ticket online using your dosh card details. In addition to the amount of your Lotto purchase, MyLotto will perform a card validity check by taking a 'Hold' amount of $1.

Usually, card transactions settle overnight (moving the transaction status from 'Hold' to 'Completed'). Validity checks are different in that they will not settle.

After 10 days, the Hold will drop off, and the $1 will be reversed back into your dosh account. This will show in your transaction list with the amount of $1 and the transaction type 'Payment Reversal'.

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Each transaction you make with your One NZ dosh card sends a notification to your smartphone. This is a great way for us to confirm your purchase, and will also alert you to any suspicious transactions.

If you notice any transactions in your dosh app transaction list that weren't made by you, please place a Temporary Lock on your card immediately. You can do this from the Card section of your app.

Then, please select Lost or Stolen, and follow the steps to permanently cancel your card, report the activity and order a replacement card. Please note, there is a replacement card fee of $15.

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Filing and Managing a Disputed Transaction Claim with Dosh

If you encounter a transaction in your Dosh account that you believe is incorrect or unauthorized, Dosh provides a structured process for dispute resolution. This article outlines all essential steps and details to guide you through filing and managing a disputed transaction claim.

1. Filing a Dispute

Filing a dispute involves submitting the required documentation and evidence to initiate the investigation process.

• Contact dosh at contact@dosh.nz from your email address registered to your dosh account. Complete the Disputed Transaction form provided by Dosh. Ensure all fields are accurately filled out.
• Attach any relevant evidence, such as correspondence with the merchant or proof supporting your claim, screen shots.
• Submit the form and attachments via email. Use the email address associated with your Dosh account for this communication.

2. What to Expect Post-Submission

Once your dispute form is submitted, the next steps are as follows:

• Dosh will forward your case to its Visa for investigation.
• The investigation process may take several weeks, depending on the complexity of the case. You will receive updates on the outcome once the investigation is complete.

Important Notes:

• The success of your dispute is not guaranteed. It depends on the evidence and findings during the investigation.
• Keep your payment details secure and monitor future transactions to prevent unauthorized activities.

3. Unauthorized Transactions and Fraud Concerns

If you think you have unauthorised transactions, lock your dosh card immediately. This scan be done in app.

1. Go to Dosh Card
2. Temporary Lock - toggle on

4. Timeline and Support

• Investigations may take up to 45 business days or longer for complex issues.
• For assistance during this period, contact Dosh support, referencing your dispute case specifics.

By following these steps, you can effectively manage disputed transactions and ensure your concerns are addressed promptly.

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From 1 October 2026, the standard Strive Savings Account interest rate will increase from 2.60% p.a. to 2.80% p.a.*

This increase means every dollar you have saved in Strive will earn a higher return, with no special offers, bonus periods, or conditions required.

One Simple Rate for Your Entire Balance.

From 1 October, your entire Strive balance will earn 2.80% p.a.

There are:

• No minimum balance requirements
• No transaction conditions or fees
• No monthly targets to meet
• No need to move money in and out

Just one simple rate applied across your full savings balance.

Savings Made Simple

At Strive, we believe saving should be straightforward. Rather than making you jump through hoops or meet complex conditions, we focus on providing a competitive everyday rate that works for everyone.

Whether you're building an emergency fund, saving for a holiday, or putting money aside for future goals, every dollar in your Strive Savings Account will earn the same rate.

Protected by the Deposit Compensation Scheme

Your eligible deposits with Strive savings are protected under New Zealand's Deposit Compensation Scheme (DCS), providing protection of up to $100,000 per depositor.*

Ready to Grow Your Savings?

From 1 October 2026, all balances in your Strive Savings Account will automatically earn 2.80% p.a. There is nothing you need to do.

Simply keep saving and let your money keep working for you.

* Interest rates are subject to change. Interest accrues daily and is paid monthly. Eligibility criteria, terms and conditions apply. Deposits are protected up to applicable limits under New Zealand's Deposit Compensation Scheme.

F&Q's:

Interest rate: From 1st October, you can earn 2.80%* p.a. interest on your Strive savings account balance.

Do I need to do anything to earn interest?

No, simply save your money in a Strive savings account and earn interest every month.

How is interest calculated and when is it paid to me?

Interest is calculated daily and will be paid into your Strive savings account on the first calendar day of every month.

How do we calculate interest?

Interest is calculated daily on the end-of-day balance.

So, 2.80% x EOD balance / 365 days.

At the end of the month, the daily interest earned using this calculation is added up to total the amount of interest payable to your Strive savings account.

Where is my money held?

Dosh customer funds are held on bare trusts by Dosh with major registered banks in New Zealand. Funds held on trust with dosh are DCS protected if the bank where dosh holds the funds fails, meaning up to $100,000 of your funds are covered.

Is the Strive interest rate competitive?

Yes, the Strive savings account interest rate and withdrawal limits are competitive with other savings accounts currently in the market.

*Interest rate is subject to change.

Eligibility criteria to open a Strive account:

You must be a New Zealand tax resident. We are currently unable to offer Strive accounts to customers who are tax residents of another country. Unfortunately, customers with dual US/ NZ citizenship are unable to open a Strive account.

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You can open a Strive account instantly in your dosh app. All you’ll need is your NZ IRD number.

1. Open your dosh app, tap the Open button and select Strive from the open accounts menu
2. ­Add your tax details as prompted
3. Set a name, colour and emoji for your Strive account
4. Set a savings goal (optional but highly recommended)
5. Confirm your details and voila! Your Strive account is ready to go and you can start transferring money into your Strive account

Please note: To open a Strive account, you must be a New Zealand tax resident. We are currently unable to offer Strive accounts to customers who are tax residents of another country. Unfortunately, customers with dual US/ NZ citizenship are unable to open a Strive account.

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Think of Strives and Stashes as the ultimate money management team.

Stashes are perfect for stashing money aside for your regular expenses and help you with your day-to-day money management

While Strives are here to help you with your longer term financial goals. Whether you’re saving for a new car, a big holiday or home deposit, Strives are great to earn interest monthly and reward yourself with interest for getting closer to your goals.

Money in your dosh account, whether that’s in your Everyday account, Strives or Stashes, is held securely on trust with a registered bank.

In your dosh app, you can tell the difference between Strive and Stash accounts with Strive accounts having the % and the saving goal graph with the account balance.

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How to do I create a Stash account?

1. Simply tap the Open or + button at the top of your screen next to your Everyday account.
2. Give your new Stash account a name.
3. Choose a colour and emoji for the account.
4. Confirm your details and you're all done! You can then go onto transfer funds from your Everyday account by tapping on the Transfer button in the navigation panel.

Why create Stashes accounts?

• Take control of your money management by creating a Stash account for your regular payments e.g. rent, monthly bills, rainy day fund, your next holiday.
• Understand your money habits by having a birds eye view on where your money is going.
• Make it easier for yourself to put money aside for that holiday, birthday gifts or that shirt you’ve been eyeing up.
• Be more prepared for unexpected payments that might pop up by having a clear idea on how much money you have left after bills.
• Safely Stash your money. All deposits are securely held on trust with a NZ registered Bank.

Please note:

• You can have a maximum of 20 Stashes in your dosh account.

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How do I edit or delete my Stash accounts?

Edit your Stash accounts by selecting the Stash you wish to edit and tapping Edit. Here you are given the option to edit the name, colour and emoji. You can edit your Stash accounts as many times as you like.

You also have the option to delete Stashes. Please note, if you are deleting a Stash account, make sure to transfer your funds back into your Everyday account or another Stash account.

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Edit your Strive savings account by:

1. Selecting the Strive account you wish to edit
2. Tap the Edit button
3. Here you can edit the name, goal, colour and emoji as you wish

Here you also have the option to delete the Strive account. Please note, if you are deleting a Strive account, make sure to transfer your funds from the Strive account into your Everyday account, a Stash or a different Strive account. Deleting a Strive account is irreversible. To proceed, open the Dosh app, navigate to the account, tap on Edit, and select the option to delete. Before confirming, ensure funds are successfully transferred to a designated account.

Steps for Deleting a Strive Savings Account

1. Open the Dosh app and select the account you wish to delete.
2. Tap on the Edit button.
3. Confirm the deletion by following the prompts.
4. IMPORTANT: Before deleting, ensure that any remaining funds are transferred to another account (e.g., Everyday account, Stash, or another Strive account).

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The number of Strives and Stashes you can have open at one time.

Currently, you can have 20 Strives and Stashes in total open at one time.

Your Everyday account exists separately and is not included in this maximum limit. This means you can maintain your primary banking account alongside your 20 Stash and Strive accounts for different savings goals.

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1. In your dosh app, tap the Transfer button
2. Select the accounts you wish to transfer to and from by scrolling through the account previews
3. Tap on Transfer amount and enter the amount to transfer and then tap Description to add in a description if you wish

Yes, you are free to move money in and out of your Strive account. There is no limit on how many withdrawals you can make and there are no penalties for taking money out of your Strive account.

Entering my IRD number and tax details to open a Strive

In NZ, tax must be paid on all savings and investment income. Your tax rate is based on your income. dosh as a registered financial services provider, will deduct tax when we calculate the interest or dividends you have earned. dosh will pay the tax on your behalf to Inland Revenue and give you a statement of the you’ve paid in that financial year.

When entering your IRD number to open a Strive, you will be asked to enter a 9-digit IRD number.

If your IRD number has 8-digits, add a 0 before entering the rest of your IRD number.

If you need to edit any of your tax details, please get in contact with our support team by emailing contact@dosh.nz or using the in-app messenger.

Please note: To open a Strive account, you must be a New Zealand tax resident. We are currently unable to offer Strive accounts to customers who are tax residents of another country. Unfortunately, customers with dual US/ NZ citizenship are unable to open a Strive account.

Entering an 8-digit IRD number to open a Strive

When entering your IRD number to open a Strive, you will be asked to enter a 9-digit IRD number.

If your IRD number has 8-digits, add a 0 before entering the rest of your IRD number.

Why do I need to enter my IRD number?

In NZ, tax must be paid on all savings and investment income. Your tax rate is based on your income. dosh as a registered financial services provider, will deduct tax when we calculate the interest or dividends you have earned. dosh will pay the tax on your behalf to Inland Revenue and give you a statement of the tax you’ve paid in that financial year.

Please note: To open a Strive account, you must be a New Zealand tax resident. We are currently unable to offer Strive accounts to customers who are tax residents of another country. Unfortunately, customers with dual US/ NZ citizenship are unable to open a Strive account.

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Can I edit my tax details for my Strive account?

Yes, you can edit your tax details by getting in contact with our support team. Email contact@dosh.nz or use the in-app messenger by tapping the support button at the top right of your Home Screen.

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How do I apply for a dosh Personal Loan?

Easily apply for a dosh Personal Loan within the dosh app or from dosh.nz/borrow.

Avanti will assess your application and let you know if we need further information from you. Further information will likely include proof of income and expenses in the form of bank statements.

Once your loan is approved, you will be able to view your loan account in your dosh account. This is where you can view your loan balance and make repayments.

Am I eligible for a dosh Personal Loan?

You are eligible to apply for a dosh Personal Loan if you:

Are 18 years or older.

Are a NZ citizen or permanent resident of NZ.

Hold a current New Zealand driver’s licence or passport.

Agree to a credit check.

Hold an active dosh account to have the funds paid to you after your loan is approved.

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You can borrow from $2,000 up to $75,000, subject to approval.

You can choose a loan term of between 1 and 7 years.

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At the time of taking out a personal loan with dosh, you'll be given the option to select the 10th or 20th of the month as your repayment date.

These dates are fixed and cannot be changed to another day of the month.

If you have any concerns about your repayment date, please contact our team at contact@dosh.nz

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Apply for a home loan through dosh by heading to https://apply.dosh.nz/homeloan and selecting the application option that suits the stage of the home loan process that applies to you.

If you have the dosh app, you can also apply in-app by tapping Apply and selecting the home loan option.

Once you start an application, you have the option to select:

I’m looking to buy in the future

I have found a property to buy

Refinance my existing home loan

Repayment calculator

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Before applying for a home loan through dosh, please ensure you meet the below eligibility criteria.

As a borrower you must:

• Be 18 years or older
• Be a New Zealand citizen or permanent resident
• As the primary borrower you are employed full time with 3 months steady income and can provide 3 months of bank statements
• At this time we cannot assess applications that include a guarantor

Property purchase lending rules:

• Purchasing a property to live in: Lending is restricted to 90% of the purchase price
• Purchasing a property for investment: Lending will be restricted to 70% of the purchase price
• Different types of residential property purchases may have other valuation requirements

Refinancing requirements:

• Refinancing a property you live in: Lending is restricted to 80% of the current property value
• Refinancing an investment property: Lending is restricted to 70% of the current property value
• A holiday home or second property that does not receive rental income: Lending is restricted to 90% of the current property value

MCA Investments Limited (Dosh) is a licensed Financial Advice Provider (FAP) providing regulated financial advice on home loans. See our Financial Advice Disclosure.

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Dosh works with a panel of lenders to help you find a competitive home loan rate that fits your situation.

Click the link below to see today's best advertised rates. Once we understand your circumstances, we can often negotiate an even better rate for you.

With a home loan through dosh, you can access:

• Great interest rates
• $1,700 Phone Dollars when you settle on a home loan with dosh*
• Plus, any up-front cashback offered by our lenders

Today's dosh home loan rates can be found Here

Lending criteria, terms and conditions, apply to home loans.

Minimum 20% equity. Interest rates are subject to change without notice.

Dosh home loan reward offer has a minimum loan size of $300,000 and eligibility criteria and T&Cs apply.

The Phone Dollars reward is provided exclusively by One NZ. Use Phone Dollars towards interest-free phones, with Pay Monthly plan & min $99 deposit. Max balance of $4,999 Phone Dollars. Eligibility criteria & terms apply, see one.nz/one-wallet

Dosh is a brand of MCA Investments Limited, a registered company in New Zealand (NZBN 9429048713511), and a registered financial services provider (FSP1000801). MCA Investments Limited is a licensed Financial Advice Provider (FAP) providing regulated financial advice on home loans. See our Financial Advice Disclosure.

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Where can I find the status of my home loan application through dosh?

You can easily view the the status of your home loan application though dosh by opening your dosh app, tap Apply and Home Loan. Here you will be able to see if your home loan through dosh has been accepted, declined or currently being assessed.

If you have applied from our website, we will email a link to view the status of your application.

We will also be in contact with you via email for each stage of the process or if we require you to make the next step or provide further information to progress your application.

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Lending and eligibility criteria and terms and conditions apply.

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Dosh and One NZ

Dosh and One NZ have partnered so you can get a new phone, faster. Banking* with dosh earns you Phone Dollars that can be used to upgrade to the phone you want, when you want.

Every Phone Dollar equals one real dollar off the prices of a new interest-free phone.

*Dosh is not a registered bank, yet. However, your funds are held at a NZ registered bank.

Use Phone Dollars towards interest-free phones, with Pay Monthly plan and min $99 deposit. Eligibility criteria and terms apply, see one.nz/one-wallet.

How do I earn Phone Dollars by using dosh?

• Spend with your One NZ dosh card and earn 1% of the transaction back in Phone Dollars*
• Settle on a home loan with dosh and get a $1,700 Phone Dollar bonus*

*T&C’s and eligibility criteria applies. Minimum home loan value of $300k applies.

One NZ Wallet in the Dosh App

Overview of One NZ Wallet in Dosh

Dosh has partnered with One NZ to introduce a new rewards programme for its users. As a dosh customer, you can now earn Phone Dollar rewards automatically credited to your One NZ Wallet. These Phone Dollars can be redeemed to upgrade your phone device at One NZ stores.

How to View Your One NZ Wallet Balance

When you use the dosh app, your One NZ Wallet balance is clearly visible on the home screen. This allows you to track the Phone Dollars you have earned through the rewards programme easily.

Earning and Applying Phone Dollars

Every time you earn Phone Dollars through eligible dosh activities, they are automatically added to your One NZ Wallet. There is no need for manual transfers or redemptions; the process is seamless and automatic.

Phone Dollar earned with your One NZ dosh Visa debit card will be paid into your One Wallet on or before the seventh business day of each calendar month, for your spend in the month prior.

Phone Dollars earned through a home loan with dosh will be paid upon settlement of your loan.

Accessing More Information

If you want to learn more about Phone Dollars and the partnership between dosh and One NZ, simply click on the One NZ Phone Dollars tile within the dosh app. This will direct you to a dedicated website with further details.

Important Note on Trade-In Estimates

Please note that the total balance shown in your dosh app does not currently include your phone's trade-in estimate. The displayed balance only reflects your earned Phone Dollars.

Phone Dollars FAQ's

What are Phone Dollars?

Phone Dollars are rewards you earn through dosh and One NZ. You can use them to reduce the cost of a new phone when you upgrade in a One NZ store.

1 Phone Dollar = $1 off your new phone.

You can redeem them on any new phone priced $199+ on a 24- or 36-month interest-free term with an eligible One NZ Pay Monthly plan. A $99 deposit is required (your trade-in can cover this), and at least $1 monthly must be paid over the term.

Do I need to be a One NZ customer to earn Phone Dollars?

No—you don’t. Anyone with a dosh account can access their One Wallet in the dosh app and start earning Phone Dollars.

How do I earn Phone Dollars with dosh?

1. Spend on your One NZ dosh Visa debit card – Earn 1% back in Phone Dollars on eligible everyday spend.*

2. Take out a home loan with dosh – When your home loan settles, you’ll receive $1,700 in Phone Dollars from One NZ.*

*T&C's apply.

Do old dosh cards still earn Phone Dollars?

Yes—all dosh cards, old or new, earn Phone Dollars on eligible spend. If you want the new One NZ dosh card design, you can order a replacement in the dosh app for $15.

How do I redeem my Phone Dollars?

You can redeem your Phone Dollars in any One NZ store when upgrading your phone.

It’s for everyone?

You’re in, no matter what phone network you're on.
Find out how many Phone Dollars you already have in your One Wallet and how to get some more.

How do customers earn Phone Dollars?

Through eligible offers such as bill bonus, everyday purchases, dosh loans, trade-ins, boosts and more.

Do Phone Dollars expire?

Yes, Phone Dollars earned through dosh (dosh card & home loan offer) expire four years after being added to the One Wallet.

Also from time to time One NZ boost your Phone Dollars balance up with personalised offers. These offers have a short term expiry, however your dosh earnings from your monthly spend, plus your general Phone Dollar offers like welcome boost, adding connections and bill bonus all have four year expiries.

What purchases count for Dosh earn?

Everyday consumer purchases, excluding gambling, cash advances, government fees, crypto, etc. See the full T&C's here.

How is 1% earn calculated?

1% of total eligible spend for the calendar month. Using Swedish rounding based on the rounded transaction amount.

How does a customer redeem Phone Dollars to get a new phone?

Your Phone Dollars balance can only be redeemed for the mobile number associated with your One Wallet.

Every Phone Dollar equals one real dollar off the price of a new interest-free phone with One NZ. Use your Phone Dollar balance on any new phone $199+ on a 24 or 36 month interest-free term, with an eligible One NZ Pay Monthly plan. You’ll need a minimum $99 deposit, which you could pay with the trade-in value of your old phone, and there’s a minimum $1 payment required over your term. Phone Dollars can’t be exchanged for cash.
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For more detail see one.nz/one-wallet

Summary

- Can non-One NZ customers earn Phone Dollars? Yes.

- How to earn: 1% card spend + $1,700 home loan bonus.

- Do old cards earn? Yes.

- What can you use Phone Dollars for? Discount on new phones.

- Where to redeem? Any One NZ store.

Lending and eligibility criteria and terms and conditions apply.

Dosh home loan reward offer has a minimum loan size of $300,000, minimum 1 year fixed term and eligibility criteria and T&Cs apply.

The Phone Dollars reward is provided exclusively by One NZ. Use Phone Dollars towards interest-free phones, with Pay Monthly plan & min $99 deposit. Max balance of $4,999 Phone Dollars. Eligibility criteria & terms apply, see one.nz/one-wallet

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