Help & Support

Locked NetGuard tokens

If you’ve locked your NetGuard by entering the wrong PIN too many times, we’ll need to reactivate the token for you.

You’ll know your token is locked when you see ‘LOCKED’ on the screen of your token, followed by a 7-digit code.

To unlock your NetGuard token and get a new PIN

  1. Print out and complete the NetGuard token reactivation form(PDF 30kb)
  2. Get the form signed by the owner(s) of your company’s BNZ bank accounts.
  3. Scan and email the form to or fax it to (04) 474 7777.

When we’ve processed the form we’ll email you step-by-step instructions telling you how to unlock your token and get a new PIN. On business days, this usually happens two to three hours after we get a signed copy of your form.