Understand what happens next
Read the individuals guide and the Get DiligenceID page before entering the application.
Individuals guide →Get help
You do not need to be an identity expert.
Start here for help with getting started, account access, credentials, wallet use, sharing, privacy or a security concern.
Lost access or cannot sign in?
Contact support with a brief description of the access problem. Do not email passwords, recovery codes or credential contents.
Something does not look right?
Check the issuer, purpose, requested evidence, status and expiry shown by the supported experience. Ask before presenting anything unclear.
Raise a concern safely
For privacy questions email privacy@maits.co.nz. For a suspected security issue email security@maits.co.nz without including unnecessary personal evidence.
What to include
Enough context to help—no more.
- Whether the issue is sign-in, a credential, sharing or a connected organisation
- The step you reached and the general error shown
- A safe way to contact you
Do not send passwords, authentication codes, private keys, full identity documents or complete credential contents by email. Public help is handled through the MAITS support channel; enterprise support hours and service levels are agreed separately.
If the issue concerns an organisation's own account, membership, employment record, service or entitlement, that organisation may need to resolve it because it owns that relationship.