Protecting Your Account - Additional Authentication | NZ

We're introducing some new ways to protect your Pivotel account.

To ensure that your Pivotel account is more secure than ever before, we're introducing additional authentication, so you can continue to enjoy the same peace of mind you can always expect from us when it comes to the safety of your personal information.

Sometimes you might need to get in touch with us about the topics below:

• Your personal information
• A potential change of ownership or SIM swap,
• Your account while you're overseas, or
• New product or service purchases

When you contact us or we contact you about those topics, we'll be taking extra steps to confirm you're you.

First, we'll ask you for two of the details below linked to your account:

• Password, or secret question
• First name and last name
• Date of birth
• Pivotel Account number
• Address and postcode
• Contact phone number
• Contact email address

For some types of enquiries, we may send a one-time code to the mobile number or email address we have saved on your account. Alternatively, we may confirm that you are calling from or have access to the number we have saved on your account. Once we’ve confirmed that, we're ready to assist.

What to do if you suspect fraud

If you suspect fraudulent activity on your Pivotel account you should:

• Contact Pivotel on 0508 882 448 or your current provider immediately. They will be able to tell you whether your number has been ported and if it has been, you can then ask to have it ported back.
• Once you’ve confirmed a fraudulent port has taken place, you should report the incident to the Police.
• Contact your bank and any other providers who use your mobile phone number for 2 factor authentication to notify them that you suspect your number has been fraudulently ported.