Last updated: 11 September 2026. This is an independent informational guide. For the official NZeTA application portal, visit https://. Immigration New Zealand provides New Zealand ETA customer service via phone, email, and online contact form for UK travellers needing support with their New Zealand Electronic Travel Authority applications.
What Is the NZeTA and Why You Might Need Customer Support
The NZeTA (New Zealand Electronic Travel Authority) is a mandatory entry permit for UK passport holders for visits up to 6 months (standard stream) or up to 9 months (extended stream within an 18-month window). Eligibility depends on passport nationality, travel method (air or cruise), and whether you are visiting or transiting. The NZeTA fee is NZD $17 via the mobile app or NZD $23 via the website, plus a NZD $100 International Visitor Conservation and Tourism Levy (IVL).
The NZ Traveller Declaration (NZTD) is a separate, free customs and biosecurity form mandatory for all travellers entering New Zealand, submitted via the NZTD app up to 24 hours before departure. For NZTD support, call +64 4 931 5799 (international) or 0800 359 269 (NZ toll-free). The NZeTA and NZTD are not interchangeable.
How to Contact Immigration New Zealand for NZeTA Support
Immigration New Zealand’s NZeTA customer service is reachable by phone (+64 9 914 4100 internationally, 0508 558 855 toll-free domestically), email (), or online contact form at https://
| Channel | Contact Details | Best For |
|---|---|---|
| Phone – toll-free (NZ landlines) | 0508 558 855 | General NZeTA queries from within NZ |
| Phone – international / Auckland | +64 9 914 4100 | Calling from UK or overseas |
| Phone – Wellington office | +64 4 910 9915 | Wellington-specific or alternative line |
| Non-urgent enquiries, documentation | ||
| Online contact form | https:// → Contact Us | Async queries, attaching screenshots |
| Postal / physical address | 15 Stout Street, Wellington 6011, New Zealand | Written correspondence |
| Priority line (Middle East disruptions) | 0508 558 855 or +64 9 914 4100 → select Option 7 | Temporary visa holders affected by Middle East travel disruptions only |
From the UK, dial +64 9 914 4100 (+64 is New Zealand’s country code). Calls are charged at standard international rates; email or the online contact form are free alternatives.
When Can You Call? Operating Hours and Time Zones
Immigration New Zealand operates Monday to Friday, NZST (UTC+12) / NZDT (UTC+13). No weekend or public holiday service. From the UK, call after 20:00 GMT (previous day) or 21:00 BST. Outside operating hours, use email or the online contact form.
Contact Options for Hearing-Impaired Travellers
Use the NZ Relay service (Telecommunications Relay Service) to communicate with Immigration New Zealand by phone via text relay. Alternatively, submit queries in writing via or the online contact form – no phone call required.
Technical Help Desk for NZeTA Problems
For technical issues (payment failures, photo errors, session timeouts), contact Immigration New Zealand via the online contact form at https:// or call +64 9 914 4100. No separate technical-only phone line exists for individual travellers. For employer Batch ETA system issues, Immigration New Zealand provides dedicated registration support referenced on the NZeTA page at.
When reporting a technical issue, have your application reference number, passport details, and a screenshot of the error ready. Expected response time for email and online form submissions is approximately 3-5 business days, with longer waits during peak periods (December-February).
| Problem | Cause | Solution |
|---|---|---|
| Photo upload rejected | Wrong format, size too large, poor lighting, or wearing glasses | Resize to JPEG, ensure face is clearly visible, remove glasses, retry upload |
| Payment failure / card declined | Bank blocking international transaction, insufficient funds, session timeout | Contact your bank to authorise the NZD transaction; retry with a different card; clear browser cache |
| “Session expired” error | Inactivity or slow internet connection during form completion | Complete the form in one sitting; use stable internet; do not open multiple tabs |
How to Check Your NZeTA Application Status
NZeTA application status can be checked by logging into the NZeTA app or website with the application reference number provided at submission. Most New Zealand Electronic Travel Authority applications are processed within 72 hours.
| Status | Meaning | Typical Timeframe | Action Required |
|---|---|---|---|
| Pending / Submitted | Application received, awaiting processing | Up to 72 hours | Wait |
| Processing / Being Assessed | Immigration New Zealand is reviewing the application | 24 to 72 hours | Check again in 24 hours |
| Approved / Granted | NZeTA issued and linked to passport | No further action | |
| Declined / Refused | Application not approved | Contact Immigration New Zealand to understand reasons | |
| Additional Information Required | Further documents or clarification needed | Varies | Respond promptly via the channel specified in the notification |
If the status remains “Processing” beyond 72 hours, contact Immigration New Zealand at +64 9 914 4100 or via the online contact form at https://
How to Cancel or Withdraw Your NZeTA Application
To cancel or withdraw an NZeTA application, contact Immigration New Zealand by phone (+64 9 914 4100) or email () with your application reference number. The NZeTA fee (NZD $17-$23) and IVL (NZD $100) are generally non-refundable.
Cancellation applies when the application is still pending or processing. Withdrawal applies when the application has already been approved.
Find your reference number
Locate the application reference number sent via email upon submission
Contact Immigration NZ
Call +64 9 914 4100 (international) or 0508 558 855 (NZ toll-free), or email with your reference number, full name, and passport number
State your request
Specify whether you wish to cancel (still processing) or withdraw (already approved)
Await confirmation
Processing takes up to 5 business days. There is no self-service cancel button in the NZeTA system
Will You Get a Refund After Cancelling Your NZeTA?
The NZeTA application fee (NZD $17 via app / NZD $23 via website) and the IVL (NZD $100) are generally non-refundable once payment is processed. Exceptions for duplicate payments or system errors may apply. For full refund terms, refer to the official terms at https://
How to Fix Mistakes After Submitting Your NZeTA Application
If you notice a typo (incorrect passport number, misspelled name, wrong date of birth) after submission, you cannot edit the application directly. Contact Immigration New Zealand immediately at +64 9 914 4100 or with your reference number and corrected details. Critical errors (wrong passport number, incorrect nationality) almost always require submitting a new New Zealand Electronic Travel Authority application.
FAQ
What is the phone number for Immigration New Zealand NZeTA customer service?
Immigration New Zealand’s NZeTA support line is +64 9 914 4100 (international) or 0508 558 855 (NZ toll-free). From the UK, dial +64 9 914 4100 at standard international rates.
How do I contact NZeTA technical support?
For technical issues (app errors, payment failures), contact Immigration New Zealand via the online contact form at https:// or call +64 9 914 4100. Have your application reference number and a screenshot of the error ready.
Can I cancel my NZeTA application after it has been approved?
Yes, withdrawing an approved New Zealand Electronic Travel Authority is possible. Contact Immigration New Zealand by phone at +64 9 914 4100 or email at with your application reference number. The NZeTA fee and IVL are generally non-refundable.
Will I get a refund if I cancel my NZeTA?
The New Zealand Electronic Travel Authority fee (NZD $17-$23) and the IVL (NZD $100) are generally non-refundable once payment is processed. Exceptions for duplicate payments or system errors may apply. Enquire with Immigration New Zealand directly.
How long does NZeTA customer service take to reply?
Email and online form responses from Immigration New Zealand typically arrive within 3-5 business days. Phone support provides immediate assistance during operating hours (Monday-Friday, NZST). Peak season (December-February) may see longer wait times.
Do I need to print my New Zealand eTA?
The New Zealand Electronic Travel Authority is linked to your passport electronically, so printing is not required at the border eGate. Carrying a printed or digital copy as a backup is recommended in case of system issues.
What is the difference between an NZeTA and a NZ Traveller Declaration?
The NZeTA is an entry authority allowing travel to New Zealand without a visa, costing NZD $17-$23 plus a NZD $100 IVL. The NZ Traveller Declaration is a separate, free customs and biosecurity form mandatory for all travellers, submitted via the NZTD app. For NZTD support, call +64 4 931 5799 or 0800 359 269.
How do I fix a mistake on my submitted NZeTA application?
You cannot edit a submitted New Zealand Electronic Travel Authority application directly. Contact Immigration New Zealand immediately at +64 9 914 4100 or with your reference number and corrected details. Critical errors like a wrong passport number usually require submitting a new application.
