FREQUENTLY ASKED QUESTIONS
Contact Us / Opening Hours
How can I contact you?
Phone: 0800 227 484
Fax: 0800 001 477
Email Address: firstname.lastname@example.org
Postal Address: P O Box 11187, Ellerslie, Auckland 1542
What are your Opening/Processing Hours?
We are open during standard business hours:
Monday: 8.30am – 5.30pm
Tuesday: 8.30am – 5.30pm
Wednesday: 8.30am – 5.30pm
Thursday: 8.30am – 5.30pm
Friday: 8.30am – 5.30pm
Unfortunately, we do not operate on Public Holidays.
All supporting documents must be received no later than 4.00pm in order for us to process your application on the same day.
If you apply for a loan over the weekend, your application will be reviewed on the following business day.
Before You Apply
What should I consider before taking out a loan?
What supporting documents are required with a new loan application?
We will need to see the following documents:
- Bank statements (latest 3 months)
- Photo ID (passport or NZ driver licence)
- Proof of address (less than 3 months old)
Can I apply if I am self-employed?
Yes, you can – unlike other lenders, we will not penalize you for being self-employed. However, you must still be able to show regular income (at least $350 per week after tax, excluding government benefits) deposited into your own NZ bank account.
Do I qualify if I receive a benefit or superannuation?
Unfortunately, no, if that is your only source of income. If you receive a benefit as well as salary or wages, you are eligible to apply as long as you are earning more than $350 per week (after tax) from your employment.
Do I need security?
No, our cash loans are unsecured – your assets are not tied to your loan.
Do you do credit checks?
Usually no, but we reserve the right to do credit checks.
Do you need to contact my employer?
Your money is your business, and no one else’s. The process is kept as confidential as possible – we initially try to contact your employer anonymously during the approval process for the purpose of confirming you work there.
How many payday loans can I have?
Being a responsible Financial Services Provider, we give one loan at a time and only one per household.
How do I apply if I am a new customer?
You’ve already taken the first step – now that you are on our website, the loan – may be just a few clicks away! Apply for a payday loan to get the process underway. We will email the loan agreement documents to you, and once you have completed the necessary steps, just return them to us. Simple, easy and quick – cash relief is a click away.
How do I apply if I am a returning customer?
If you are a returning customer, getting a loan is quick and easy. Simply Log into your account and submit a new application by entering the loan amount and number of repayments.
How do I get my documents?
You will electronically sign your loan contract and direct debit form online. A copy of these documents will be emailed to you for your reference once you submit the application.
How many repayments can I repay the loan over?
One repayment if you get paid monthly; up to 3 if you get paid fortnightly; and up to 6 repayments if you’re paid weekly.
The documents are for the wrong amount, how can I change it?
You need to contact us to cancel your current loan application. We will then ask you to apply for another loan application for the desired amount within your eligible limit via the Client Login section using your login details.
How do I know if you've received my documents?
Once your loan application has been submitted successfully, you should be able to log in to your account and under the ‘Loan Status‘ tab you will find our tracking system.
This will let you know what documents we have received and what documents we are still waiting on.
Normally, you should hear from us within 45 minutes of sending all the required documentation.
How long does it take to get approved?
We strive to review all loan applications within 30 minutes of receiving all of the required paperwork (8.30am – 5.30pm, business days only).
Any delays in getting your paperwork to us will delay the approval process.
How soon will I receive the loan after I get approved?
We have two payment options available: Our Same Day Fast Payment option and our Overnight Payment option.
Same Day Fast Payment:
We guarantee that within 30 minutes of notifying you of your loan approval we’ll issue instructions to our bank to make payment to your account.
Don’t worry – if you have selected this option earlier in the day or for any reason we have been unable to provide notified approval before 4.30pm, we will simply waive the fee and process your loan using the standard overnight service.
This service operates on banking days during standard business hours – For loans with the 30 minute same day Fast payment option selected that are applied for after 4.30pm or on weekends, we will process promptly on the next banking day.
Different banks can take longer to process than others but we can promise that we have issued the instructions – if you find that their transfer time is excessive please contact our help desk so we can ensure there has been no hiccup at our end.
We have had great speed from the following banks – ASB, ANZ, BNZ, HSBC, Kiwibank, National, Westpac. Unfortunately, at this stage, the following banks do not support same day Fast payments – Rabo bank, Co-operative, TSB, PSIS branches of the BNZ or Credit union branches of Westpac.
This service is optional – if your loan is approved and you are happy to wait for the standard end of day process then this service is not required.
What are the charges for Same Day Fast Payment?
A small fee applies. Please refer to our cost of borrowing page for more details.
What are the Limitations?
Following our Fast Payment to your bank they should promptly record this money as cleared funds on your bank account (often this happens instantly). However we cannot control how quickly your bank will act on our Fast Payment instruction. Should you not receive your Fast Payment within 90 minutes after we advised you that your loan has been approved and payment has been made, please contact us.
This is our standard method of delivering your loan – cleared funds are transferred into your account overnight for FREE.
Overnight transfer of cleared funds into your bank account
What are the charges for Overnight Payment?
FREE. No payment fee applies.
What do customers have to complete to receive the funds by Overnight?
All required paperwork (including where applicable a signed loan agreement, direct debit form and requested supporting documents (if any)) must be received no later than 5pm Monday to Friday (excluding public holidays) in which case we will usually be able to make payment to you that night. In very rare circumstances payment does not occur until the following working day.
What if I want to cancel my application?
You have the right to cancel the loan at anytime – please refer to your Loan Agreement for full terms and conditions or see a sample Loan Agreement here.
Repaying Your Loan
How do I pay my loan back?
It’s easy – we set up a direct debit for your next payday (or paydays). No need to travel to the bank or set up automatic payments – it will all be taken care of.
Can I repay early?
You can pay back as soon as you are in a financial position to do so. Interest is charged on a per day basis, so it will be cheaper for you to pay it off quicker. Simply contact us to make payment arrangements.
Can I change my repayment dates?
Provided you contact us at least 24 hours before your repayment is due, we should be able to adjust the payment dates to suit your needs (a small fee applies and is subject to the lending manager’s approval). Loan adjustments are not available on your first loan.
When can I reapply for another loan?
It can take up to 2 business days for a payment from you to clear so if you wish to apply for another unsecured loan before then, you will need to send through a bank statement showing that your final payment has cleared. Please consider if reusing our service is appropriate for you.
I want to apply for a subsequent loan, but I don't remember my password.
You can reset your password using this link. You will require your mobile to receive our SMS Auth Code to reset your password. If your mobile has changed then you need to call us on 0800 327 822 and we will happily confirm security questions and assist you with resetting your password.
What happens if I default?
You need to read through your finance and disclosure statements for full details on defaults. Fees will apply for defaults (e.g. for missed or failed payments) and will be added to your existing loan balance. Click here for more details.
I can't open my documents
You may need a PDF Reader installed on your computer – you can download it for free from www.adobe.com.
Is your online Bank Verification tool safe and secure to use?
We provide a 256-bit bank level encryption of data, creating a ‘read only’ service – this means we cannot make any changes or transactions on your accounts. Once the data has been loaded, the connection to the bank is closed immediately.
We have also had our service independently tested by an industry leading security service.
We do everything we can to ensure that only the best level of security is safeguarding your important information.
I have repayment difficulties
Please click here for assistance on what to do.
I have a complaint
We strive to provide a quality service to all of our customers. However on occasions things don’t always go smoothly, but don’t worry we will endeavour to put things right.
As a responsible lender, we are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs.
Please click here for information on our complaints process and details on our independent dispute resolution scheme.
I wish to make a hardship application
You are eligible to apply for unforeseen substantial financial hardship if:
1. You have not been in default for more than 2 months; and
2. You have not missed 4 or more payments; and
3. You have not previously applied for hardship in the last 4 months (unless your current application is due to materially different reasons than the last application); and
4. The cause of your financial hardship was NOT reasonably foreseeable to you at the time you took out the loan.
Please click here to fill in our form to request our financial hardship application and guide.
Once submitted, you should receive our PDF application and guide within 48 hours.