Air NZ onesmart card registration

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Forums › Finance and wealth management › Air NZ onesmart card registration - Fail

timbosan

2159 posts

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#95764 12-Jan-2012 14:00

My new onesmart card arrived today in the mail. Woot I thought, until I tried to register it. What a hassle! End result is that I couldn't complete the verification online and was told by the helpdesk there are KNOWN issues with the process, and that I should print a form, take two forms of ID, and visit a BNZ!!

Dont Air NZ have any software testing in place? I dont want to wait a week for a manual process. So I wrote a complaint to them. Anyone else had problems? Or got there cards?

I noticed there is a draw for $100,00 is you register BEFORE today, however my card only arrived today. More issues. Copy of email below:

-----------------------------------------------------------------------------------------

I was happy to see my new airpoints card arrive today, however I have spent the last hour trying to activate it, still without sucess.

First however, I note that the letter the card is attached to details a prize of $100,000 for activating the card, BUT there are two different dates! The 31st of Dec 2011, and the 12th of Jan 2011. Seeing as my card only arrived today (as I imaging a lot of others would have as well), how can it be possible to activate BEFORE the 12th? And what date is correct?

Then the activation, personally, is incredibly poor. I am already an airpoints member, I have flown internationally therefore you know my passport details, yet you still insist on a multiple step process? And even then it doesn't work! I suceeced in entering my license details, however it still required one more (again, why?) so I tried "International Air NZ Traveller" (I went to Canada twice last year) yet that failed too.

After waiting 15 mins on the phone to the helpdesk, I gave up. The second time I managed to get through, however they told me there are known problems with the Airpoints verification! Dont people test these things? I was advised to print out a form, take 2 forms on ID into the BNZ, where they would scan and forward the details to AirNZ.

I am sorry but this is NOT 2001, we dont need to visit branches to verify ID. Then wait a week to have to manually processed.

Overall I am very unimpressed about the whole process, even more so with such potential from the card (PayPass, Debit Card, Airpoints etc all in one).

So I wish to know the following:

* Since I have completed one step of the verification process, plus contacted the helpdesk, will I still be entered into the draw?
* When will the above problems be fixed?

Kind regards

Tim Anderson

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Biddle Corp

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#567927 12-Jan-2012 14:07

The date was changed because there was delays getting the cards out.

As for the registration process you're the first person I've heard or seen who has actually said there are any actual "issues". The registration process has been discussed extensively on twitter and a number of blogs (and I think there is also a thread on here already) and the only complaint I've seen is people complaining that they don't have a white pages listing to verify their address. If you don't have your address on your drivers licence this can't be verified, so you need to use a secondary form of ID for the address. BNZ require verified address details for the credit card part of the card.

As for getting around the white pages issue the bypass is simple - just pick a random person from the phone book and enter their details into the website. I too couldn't register because I'm not in the white pages so I just picked a random person and entered their details. They are only comparing the details with the white pages so if you get a match it's accepted. This really is so unbelievable I was surprised myself that it worked, but after posting this on twitter know a number of people who have verified their accounts using somebody else's details. What are the consequences? Who knows. If an airline, bank and developer are sloppy enough to create a stupid signup system like this then people will always find workarounds.

bazzer

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#567937 12-Jan-2012 14:23

Damn! Forgot to register, so missed out on the draw. Good luck all who entered!

michaelmurfy

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#567939 12-Jan-2012 14:24

When I registered for mine I ended up using my parents home phone number, of which accepted since I am also one that doesn't have a white pages listing.

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Regs

4066 posts

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Snowflake

#567942 12-Jan-2012 14:30

mine failed too, sent the error via the online customer support thing and got this reply from them:

Hello
Thank you for your email.
Unfortunately the body of your email has not come through to us correctly, can you please resend at your convenience.
Kind Regards,
OneSmart Customer Service.

-----Original Message-----
From:
Sent: Tuesday, December 20, 2011 9:54 PM
To: "info@onesmart.co.nz"
Subject: Air New Zealand OneSmart? - MY NAME - 9999-9999999999 - failure activating card

after getting that email i forgot all about it.

there are obviously issues, there are probably alo a bunch of people who, like me, got errors and just forgot all about it.

having to contact these guys for support, or heading to a BNZ, sounds like a lot of effort for what is to me right now, little gain.

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MackinNZ

450 posts

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#567973 12-Jan-2012 14:57

Registration failed for me too because of not having a whitepages listing. But now when I click the "Activate My OneSmart Card" link it says I'm already registered.

Go figure????

grant_k

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#567979 12-Jan-2012 15:19

After trying unsuccessfully to activate my card online in mid December, I took the printed form into a BNZ branch on December 20, in time to beat the original deadline for the prize draw. Went through all the process with the teller and she said my details were all OK, and I had done everything I needed to do.

Didn't hear a thing further, which was a bit puzzling, and then went to use the card earlier this week to top up my airpoints. After phoning the call centre I found that the form I went to great trouble to take into the BNZ before Christmas hasn't yet been processed, so I couldn't do anything unless it was activated online.

For me the second attempt at online activation went without a hitch, once I entered my Driver's Licence details, and Airpoints member number. Then I was able to use the card as I wanted.

Makes me wonder why they spent vast amounts of money launching this product when clearly their support systems weren't ready to cope. The OneSmart card concept is great, but the execution has been a big FAIL so far as I am concerned.

steve2222

498 posts

Ultimate Geek

#567983 12-Jan-2012 15:24

MackinNZ: Registration failed for me too because of not having a whitepages listing. But now when I click the "Activate My OneSmart Card" link it says I'm already registered.

Go figure????

My on-line registration failed as well.

When I tried (pre Xmas) I had the option of Drivers Licence, Electoral Roll and White Pages.

They all failed.

I went to the BNZ had did it as I needed the card activated for pending travel.

Yes and I too got one email saying verification process complete and then another one a few days later saying I needed to activate the card - go figure.

I called Air NZ and they said it was already properly activated.

Another thing, if you are a Gold Airpoints member or higher - you still need to keep your Gold Star Alliance lounge access pass card, even though the OneSmart card says you are Gold with a Star Alliance member - apparently Star Alliance (being some big international inefficent organisation) won't recognise the OneSmart card.

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timbosan

2159 posts

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#568008 12-Jan-2012 16:11

sbiddle:
As for getting around the white pages issue the bypass is simple - just pick a random person from the phone book and enter their details into the website. I too couldn't register because I'm not in the white pages so I just picked a random person and entered their details. They are only comparing the details with the white pages so if you get a match it's accepted. This really is so unbelievable I was surprised myself that it worked, but after posting this on twitter know a number of people who have verified their accounts using somebody else's details. What are the consequences? Who knows. If an airline, bank and developer are sloppy enough to create a stupid signup system like this then people will always find workarounds.

Amazing - it still works! I have completed 'my' verification! Yet another thing they didn't test?

sbiddle

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#568018 12-Jan-2012 16:25

timbosan:
sbiddle:
As for getting around the white pages issue the bypass is simple - just pick a random person from the phone book and enter their details into the website. I too couldn't register because I'm not in the white pages so I just picked a random person and entered their details. They are only comparing the details with the white pages so if you get a match it's accepted. This really is so unbelievable I was surprised myself that it worked, but after posting this on twitter know a number of people who have verified their accounts using somebody else's details. What are the consequences? Who knows. If an airline, bank and developer are sloppy enough to create a stupid signup system like this then people will always find workarounds.

Amazing - it still works! I have completed 'my' verification! Yet another thing they didn't test?

It's unfair to say it wasn't "tested" - it clearly was as the process works perfectly.

The problem is they made the assumption that people would enter their details, and it's only checking to ensure the details entered correctly match a white pages listing.

freitasm

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#568020 12-Jan-2012 16:28

I decided to register mine now... Linked to an Air NZ Airpoints account, address confirmed, then drivers license.

My drivers license is old (actually expires next month) so it has my previous legal name (which only changed positions really) but their verification came with "Pending Review".

Sigh... Even though I do have a Global Plus Airpoints card, which is also issued by BNZ, also (supposedly) valid as an identification. Alas once you enter the drivers license you can't enter any other identification type.

When I clicked to finish the next page came with "We were unable to verify your identity, please go to a BNZ branch".

So what is that "pending review" message that explained someone was going to look into it? Just a silly joke?

Since I already have quite a few credit cards I can't be bothered really doing anything else, so this is going to be just a glorified Flybuys and mPass card.

vrtual

28 posts

Geek

#568022 12-Jan-2012 16:39

Ooo ... but wait! Once you get through all that pain you get to log in for the first time.

Login appears to go OK, then it asks me a "security question":

"What is your pet's name?"

>> [dog's name here]

INCORRECT ANSWER

"WTF? - how would you know? I've never told you before..."

Then

"What is your mother's maiden name"

>> [mum's maiden name here]

INCORRECT ANSWER

YOUR ACCOUNT HAS BEEN LOCKED.

I then sent an email to their help desk over a week ago - have heard NOTHING back.

But as you say - it's just a fly-buys card to me, and a way to check in at the airport (and I use the android app for that now anyway).

jeffnz

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#568027 12-Jan-2012 16:57

Only got card yesterday so thought I'd register online, failed twice and thought it was too hard but third attempt it all worked.

Not sure I have much use for it at the moment but time will tell.

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grant_k

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#568028 12-Jan-2012 16:59

vrtual: Ooo ... but wait! Once you get through all that pain you get to log in for the first time.

Login appears to go OK, then it asks me a "security question":
...

For me, it gave the choice of which security questions I wanted, then requested the answers as part of the Activation process.

When my wife tried the same thing in mid-December, she encountered the same issue as you have, hence she used the printed form. It really is a big screw-up and the developers who worked on this project should be given a good bollocking.

Regs

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Snowflake

#568074 12-Jan-2012 19:26

i sent @FlyAirNZ a DM on twitter (after i saw them mention to Freitasm to do just that) and they sorted out mine from their end.

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freitasm

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#568076 12-Jan-2012 19:30

Regs: i sent @FlyAirNZ a DM on twitter (after i saw them mention to Freitasm to do just that) and they sorted out mine from their end.

They have sorted my card out. I logged in and went activate the card. It got an error. I then tried to set the PIN and that too resulted in an error. Logged out and back in and everything worked. Some session management fail there.

Also noticed that although the limit is $10,000, if you have a BNZ account with access to the Internet banking then you can have the limit moved up to $25,000 by contacting BNZ directly, the same limit you'd get if going to store in person.

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