Help
Something not working?
You do not need to understand digital identity to get help. Start with whichever of these sounds most like your situation.
A credential will not verify
Contact the organisation that issued it. They can see its status and reissue it if something has gone wrong. We cannot change what an issuer asserted or withdrew.
You were sent a request you did not expect
Decline it. Then contact the organisation directly, using a number or address you already have — not one from the request.
You cannot sign in
Email support@maits.co.nz describing the step you reached and the message you saw. Never send a password or a one-time code.
A dispute about your account with an organisation
If it concerns your membership, employment, entitlement or service with an organisation, that organisation owns the relationship and needs to resolve it.
When you email us
What to include, and what not to.
Helpful:
- Whether this is about signing in, a credential, sharing, or an organisation you are connected to
- The step you reached and roughly what it said
- A safe way to reach you
Please never send:
- Passwords, one-time codes or recovery codes
- Photographs of identity documents
- The full contents of a credential
Privacy questions go to privacy@maits.co.nz. Suspected security issues go to security@maits.co.nz.
Public help is handled during New Zealand business hours. Support hours and response times for customer organisations are agreed separately as part of an engagement.
Trying to understand it rather than fix it?
The wallet page explains what to expect as a person holding credentials, and the common questions cover most of the rest.