Troubleshooting the Extraordinary app

The app says "Preparing your card" and nothing happens

1. Make sure you've completed every activation step, including your postal address.
2. Log out of the app and log back in.
3. If your card still shows as preparing, contact us. We can push it through from our side, and you'll then see it on the Cards screen after logging out and back in.

Tip: the name on your card can be up to 26 characters and can't include brackets or special characters.

The app shows a blank screen, keeps loading or closes

1. Update the app to the latest version from your app store.
2. If that doesn't help, delete the app and reinstall it.
3. If you use the web app, clear your browser's cache and try again.

If the problem continues, please contact us with a screen recording of what happens, your phone model and its operating system version, and we'll raise it with our tech team.

I can't find or download the app

The Extraordinary app is only available in the New Zealand and Australian app stores. If you can't download it, for example because your app store is set to another country, or your phone isn't compatible, you can use the web app instead: see Extraordinary Web App Installation.

I've activated my account but no card shows

Log out and back in first. If there's still no card, contact us with a screenshot and your phone model, and we'll check that your card has been issued.