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Help & Support

We've compiled a list of frequently asked questions to help you find what you're looking for.

Can't find it? Get in touch, we’re always happy to hear from you:
  savvy@booster.co.nz
  0800 336 338

About Savvy

What is Savvy?

Savvy is an investment account that allows you to access your funds with a debit card for day-to-day spending and transfer to NZ bank accounts. Every month you will earn returns on your Savvy balance. The more you save, the more you earn.

How does an investment account work?

Your funds join those of other customers in a managed fund. Booster Investment Management Limited (Booster) manages the fund and makes investments. It charges the fund a fee for its services. When you put money into Savvy, you are buying units in the Booster Savvy Fund.  

How do I put money into Savvy?

You put money into Savvy by making a payment from any NZ bank account. You can also direct your salary directly in Savvy by updating your payroll details with your employer. Processing times will vary depending on what bank you’re making the payment from.

In general, payments or deposits received before 8pm will be processed on the same day. Deposits received after 8pm will be revalued to the next day.

Is Savvy a Bank?

No, Savvy is not a bank account and Booster is not a registered bank. Savvy is a managed fund, managed by Booster. Booster Investment Management Limited is the manager and issuer of the Savvy fund. The issuer of the debit card is Booster Financial Services Limited which is the parent company of Booster Investment Management Limited.

While Savvy offers day-to-day payment options, one off transfers, automatic payments and is accepted wherever Mastercard or EFTPOS payments are, it doesn't support certain features like direct debits or international transfers. You can, however, set up regular payments using your debit card or through the Booster NZ app.

Savvy is fully digital and while you can’t visit a branch, you can call our friendly team on 0800 336 338 or +64 4 894 4300 if calling from overseas. We’re available Monday to Friday from 8am-8pm. You can also find information online at boostersavvy.co.nz.

What exactly makes Savvy so smart?

Savvy blends the benefits of a managed fund with the convenience of an everyday transaction account.

Savvy helps Kiwis make better informed spending and saving decisions, based on individual habits, by giving people nudges, insights and forecasts.

How does Savvy support me to make better informed money decisions?

Savvy is equipped with features like Boost, Sweep, Salary split and Stacks, all designed to improve your spending and saving choices, and helping you learn better money habits.

Savvy learns to anticipate bills and expenses to help you make sure you’re covered for that extra purchase, don’t overspend or miss any payments. It offers savings ideas and even lets you save with every purchase. 

If it’s an investment account, does that mean my balance will go up and down?

Your balance will change as you deposit money into your Savvy account and spend money in shops, online or make other payments. Savvy is an investment account, but this only affects your balance with regards to the amount of returns being paid to you each month (currently set at 5% p.a. before tax). Other than that, every dollar you put into your Savvy account will always be worth a dollar.

Are there risks? All investments come with risks. We recommend reading our Product Disclosure Statement to understand the specific risks of Savvy.
What about the government deposit guarantee? Savvy is not expected to fall under the proposed government deposit guarantee.
What sort of return will I get?

We set the best rate of return we can and you’ll get that on every dollar you have in your Savvy account. Your return is calculated each night and posted early in the next month.  Your return is paid into your ‘Everyday’ (suffix 000) stack.

The current rate can be found here

Fees

What are the fees?

Card Replacement: A card replacement fee of $10 may apply in some circumstances.   

Chargeback: A chargeback fee of $50 may be charged. Chargebacks are limited and under Mastercard’s rules. A chargeback request is where Booster seeks to dispute and chargeback a card transaction at your request. 

When a chargeback may be requested:

  • Fraudulent use of your card via the internet, mail order or telephone; or
  • Where you did not receive the goods or services or find an issue with goods and services you received, and you have not been able to resolve this with the merchant directly.

You won’t be charged  a chargeback fee if the transaction is found to be fraudulent and not due to negligence on your part. 

International Transactions: A 2% international transaction fee applies when you use your Savvy card at any overseas merchant both online or in store. 

Be cautious of certain transactions that might appear local but are internationally based. If you think you have been charged an international transaction fee when this should not apply, please contact us on 0800 336 338 Monday to Friday from 8am-8pm.

In some cases, an overseas merchant may present you with an option of paying for something priced in a foreign currency in New Zealand dollars. In such instances the foreign exchange rate used is not set by Mastercard or Booster. This may be more expensive. We recommend taking the time to compare the cost of the purchase before choosing to pay in New Zealand dollars.

Merchant fees: Some financial institutions involved in a transfer to or from your Savvy account may charge a fee. This is outside the control of Booster. 

Management fees: No management fee will be taken from your balance. Booster may earn a capped fee of up to 0.6% , payable by the Booster Savvy Fund. The set return is paid before this fee is paid.

If you want to see more about how this capped fee works, or want other details of the fees charged, check out the Product Disclosure Statement for details.

Applying for Savvy

Am I eligible to apply for Savvy? 

If you are over 18 and live in New Zealand, you are eligible to apply for Savvy.

How do I apply for Savvy ?  

You can get Savvy through the Booster app available on the Apple App store and Google Play store.

Select Savvy and follow the onscreen prompts.  Read the Product Disclosure Statement. You will also need your NZ driver licence or passport, IRD number and foreign tax details, if any, to sign up.

Once your Savvy account is open, don’t forget to fund your Savvy stack! Simply make a payment from another NZ bank account.   

Where can I find the Booster NZ app? 

You can download the Booster NZ app from the  Apple App store or  Google Play.

What can I do if I’m having trouble completing the application process?

Call us on 0800 336 338 and we’ll do our best to help. We’re available on Monday to Friday 8am-8pm.

Savvy Debit Card

What is a debit card?

Your Savvy smart account comes with a digital card (that can be used with Google Pay and Apple Pay) and a physical debit card, which use the money in your account.

Your Savvy digital card can be saved to the digital wallet on your phone and be used for quick, secure, contactless payments, in app and online. Your physical Savvy debit card can make both retail and online purchases.

Does it work like a credit card?

No, Savvy is not a credit card. Savvy only lets you spend money available in your account. No borrowing or debt is available. 

Should I go digital or stick to the physical card?

You can use either or both - it's up to you! Both have benefits. Your digital card lets you make quick, secure and contactless payments on the go. But for most online purchases, where contactless is not available (e.g. Eftpos only) and when you want to withdraw funds from an ATM, you will need your physical card. 

How soon will I get my physical card?

After you’ve chosen your card design and transferred funds to your Savvy account, your debit card will be sent to you in the mail. You should receive it within 7-10 working days. 

My card hasn’t arrived!

If you haven’t received your card within 10 working days, please give us a call on 0800 336 338. We’re available on Monday to Friday 8am-8pm.

What happens if my card is stolen in the mail?

Your card is inactive during transit. It will only be activated once you use it at an ATM or POS with your PIN. Even if your card is stolen in the mail, it cannot be used without a PIN. 

Where can I use my physical Savvy debit card?

Your Savvy debit card can be used in-store, online and at ATM machines. Within New Zealand, it can be used anywhere EFTPOS or Mastercard is accepted.

You can use it overseas everywhere Mastercard is accepted. Please let us know before you go travelling, so we know that it’s you on the other end of your card (see Travelling with Savvy, below, for more).

Are there any transaction limits on my Savvy account?

Yes, we set maximum per transaction and daily withdrawal limits:

Transaction type Daily Transaction Limit (NZ$)
Transfers to New Zealand bank accounts - Same Day* (Transfers between stacks may count towards these limits) $9,999.00  
Transfers to New Zealand bank account - Automatic Payments and Future Dated  $9,999.00 (per transaction)   
New Zealand Eftpos transaction  $2,000.00 
New Zealand and overseas Mastercard online transaction $5,000.00   
New Zealand and overseas Mastercard transaction via Apple Pay, Google Pay, tapping your physical card or inserting your card and using your pin when overseas.  $2,000.00 

*Transactions between stacks may count towards these limits. Stacks are 'sub-accounts' which allow you to organise your money into multiple holding pots.

If you need to withdraw or transfer more than these amounts, you can contact us and we can make the payment on your behalf.

Can the physical Savvy card be used for contactless payments?

Yup, your physical Savvy debit card is set up for contactless payments! As soon as it’s activated, you’re good to make payments with a wave of your card. 

Can I opt out of having a physical Savvy debit card and just stick to a digital one?

No, the physical card is part of setting up the Savvy smart account. But you don’t have to use your physical card if you don’t want to. Remember, for online shopping you'll need the card details from your physical card, including the card expiry date and CVV (the 3 digits on the back of the card).

What if my card is declined for a purchase?

Let’s troubleshoot:

  • Have you checked that you have the needed funds?
  • Did you lock your card in the app and forget about it?
  • Does the merchant accept EFTPOS or Mastercard?
  • Check you have activated your physical card.  To do this you need to set up a PIN in the app and use your card in a EFTPOS machine or ATM.

If you’re still having problems, please call us on 0800 336 338 or +64 4 894 43008 if calling from overseas. We’re available Monday to Friday from 8am-8pm.

Lost or Stolen cards

How do I lock or unlock my Savvy debit card if it is lost or stolen?

You can temporarily lock your physical Savvy debit card through the Booster NZ app, if you have misplaced it and think you may recover it.

Simply click on ‘Card’ in the app. From here you will be able to lock or unlock your debit card under ‘Card security’.

If you happen to find your Savvy debit card down the back of the couch (and haven’t already cancelled it), you can unlock it on the Booster NZ app and start using your debit card again.

If you cannot access the app to lock your debit card, please call 0800 336 338 and our team will help you.

Note: When you lock your physical debit card, you can still use your digital card.

How do I cancel and replace my physical debit card?

Call us on 0800 336 338 to cancel your card. We will also arrange a replacement for you.

You can also order a replacement card, in the ‘Card’ tab in the Booster NZ app, scroll down to ‘Card security’ and tap ‘Replace card’ to access details about getting a new card.

Under some circumstances, a card replacement fee of $10 may apply. Should this be the case, we’ll make it clear to you at the time. 

Can I still make purchases with my Savvy digital card if my physical Savvy debit card is locked?

Yes, you can make purchases using your Savvy digital card if your physical card is locked.

However, you will be limited to digital card features, so you will be unable to use your card for online purchases or at ATMs until it is unlocked.

Please note: If your card is temporarily locked in your app and you insert the card into an ATM machine, your card is likely to be retained by the ATM and considered to be irretrievable. You would need to order a new card. To avoid this, ensure that your card is unlocked when using an ATM.

Can I make purchases on my Savvy digital card if my physical card is cancelled?

No. When you cancel your physical card, both it and the digital card can no longer be used and you will lack card payment or purchase capabilities.

If you want to cancel your debit card, we can organise a replacement. Please call us on 0800 336 338 to do this. Your digital card can be re-instated within a couple of hours of organising a replacement debit card and you can use it to make purchases until your new debit card arrives.

Can I reinstate my cancelled debit card?

No, once a debit card is cancelled, you cannot reinstate it. However, you can call us to ask for a replacement debit card which should take around 7-10 working days to arrive in the mail.

Meanwhile, your digital card will be re-instated within a couple of hours of organising a replacement debit card, so you will be able to use this for purchases until your debit card arrives.

How long will it take for my new or replacement Savvy physical debit card to arrive?

We aim to get you your debit card within 7-10 working days from when it’s ordered.

If you are replacing a cancelled debit card, your digital card can be re-instated within a few hours of organising a replacement, which you can use for certain purchases.

What happens if my card is stolen in the mail?

Your card is inactive in transit. It will only be activated once you use it at an ATM or a merchant with your chosen PIN.

If you think your card has been stolen in the mail please call us on 0800 336 338 or +64 4 894 4300 if calling from overseas. We’re available Monday to Friday from 8am-8pm.

How do I remove my digital card from Apple or Google Wallet?

You can do this directly in Apple Pay or Google Pay if you have your phone.

Once you have, you cannot use your digital card for transactions. However, you can still use your physical Savvy debit card for purchases if you have chosen to leave it unlocked

Can I load my digital Savvy debit card to a mobile wallet if I have previously removed it from Apple pay or Google wallet?

Yes. If you haven’t cancelled your Savvy physical debit card, you can reactivate your Savvy digital card by adding it to your digital wallet at any time from the Booster NZ app.

What happens if I incorrectly enter my PIN at an Eftpos terminal?

If you enter your PIN incorrectly 3 times, your card will be suspended for 24 hours.

Should this happen and you need immediate help, please call us on 0800 336 338. If you still have the card in your possession, we can lift the suspension and help you re-set your PIN.

I’ve temporarily locked my card in the app

Ok, but remember you can’t make any transactions with your card until you unlock it.

Do not insert your card in an ATM while it is locked in your app. If you do, the ATM will likely retain it. Call us on 0800 336 338 if this occurs.

Travelling with Savvy

Can I use my Savvy smart account, digital card and debit card overseas?

Yes. You can use your Savvy account in-store, online and at ATM machines all around the world, where Mastercard is accepted.

An international transaction fee will apply to purchases made on your physical and digital card. We recommend giving us a heads up before you go overseas, so we know that it’s you using your card abroad.

Are there any fees?

An international transaction fee will be charged each time you use your physical or digital card in store, at an ATM or online with an overseas merchant.

You can find more detail on fees in the Fees section of these FAQs.

In some cases, you may make a purchase online that appears to be with a New Zealand merchant but they are in fact domiciled overseas. If you find that you have been charged an International transaction fee by us when this was not expected, please call us on 0800 336 338 Monday to Friday from 8am-8pm.

In some cases when purchasing from an overseas merchant you will be presented with an option of paying in New Zealand dollars. The foreign currency rate used is not set by Mastercard or Booster and in most cases can be more expensive. You will also be charged an international transaction fee. We recommend taking the time to compare the cost of the purchase before choosing to pay in New Zealand dollars.

How do I advise Booster that I will be travelling soon?

If you are travelling overseas, call us on 0800 336 338 Monday to Friday from 8am-8pm or email us at savvy@booster.co.nz with your details, including: date of departure, destinations and return date.

We recommend providing us with the best contact details for you while you are traveling, if we need to contact you. We will add these details to your file, so you are not disrupted during your travels.

Note: we recommend that you do not publish the specific dates you are away on public forums such as social media as this can potentially lead criminals to target your home when you are away.

How can I contact Booster whilst I’m travelling?

Calling from overseas you can call us on +64 4 894 4300

Email: savvy@booster.co.nz

Fraud & Security

How can I protect my Savvy smart account against fraud?

Here are a few tips to protect your smart account against fraud (these are overall great digital security practices – not just for Savvy):

  • Check your transactions regularly (ideally, daily) to ensure there are no transactions you do not recognise; tell us straightaway if you spot any you don’t recognise.
  • Do not use a password or PIN with a number sequence (e.g. 1234, birthdays, anniversaries or something easy that fraudsters can guess).
  • Do not use the same passwords or PINs across multiple devices or accounts.
  • Do not share your password or PIN.
  • Do not write down or keep digital or physical documents with passwords or PINs.
  • If your device has biometrics (facial recognition or fingerprint) ensure it is activated.
  • Do not allow someone else to load their biometrics on your device.
  • When shopping online, ensure that you are on a secure site (the site/page address should have https:// to ensure it is a secure connection)
  • Do not transfer money to strangers.
  • Do not publish personal details, bank details or contact details on public forums such as social media, as this can make you an easy target for fraud and scammers.
  • When travelling, do not publish specific dates you are away on public forums such as social media as this can potentially lead criminals to target your home while you are away.

For more detailed security advice, we recommend reading more here: protecting your information.

How can I protect myself against scams?

If it is too good to be true, then it probably is a scam. Refer to: customer advice on scams: customer advice on scams.

What security measures do you have in place?

The Booster fraud team monitor for fraudulent transactions, 7 days a week.

You may occasionally receive an email, app message or phone call to verify a transaction if we suspect it may be fraudulent. In urgent cases, we may temporarily lock your debit card to prevent further loss of funds while we contact you to verify a transaction.

What happens if someone uses my card fraudulently or without my consent?

Temporarily lock your physical card via the app. Simply click on the Card tab. From here you will be able to lock your debit card.

Once you have done this, call us immediately on 0800 336 338 or +64 4 894 4300 if overseas. The Booster fraud team will help you with your case. You may need to complete a Notice of Disputed Transaction form.

Will I get my money back if my card is used fraudulently or without my consent?

The Booster fraud team will investigate each case to determine who is liable. Where you have been found to not be negligent or responsible you are likely to get your money back. This can only be confirmed once we have understood and investigated the circumstances of the transaction.

What do I do if I see a transaction that I didn’t make on my Savvy card?

Temporarily lock your debit card via the app. Simply click on the Card tab. From here you will be able to lock your debit card.

Once you have done this, call us immediately on 0800 336 338 to discuss the issue with us and the Booster fraud team will help you with your case. You may need to complete a Notice of Disputed Transaction form.

How does Booster Savvy protect my online purchases?

Savvy uses 3D Secure to help protect your online purchases. 3D Secure adds an extra layer of protection to your debit card transactions at participating online retailers. It uses strong hassle-free authentication protocols with no sign up required.

If needed, a simple one-time passcode sent via SMS will verify your 3D Secure purchases, helping to ensure your online transactions are secure.

What is 3D Secure 2.0? 3D Secure 2.0 authenticates customers during Savvy ecommerce purchases online for merchants enrolled in the Mastercard 3DS risk management system.
What is OTP?

A one-time password (OTP) is a code sent to customers by SMS or text message during a transaction to help ensure it is the customer making the purchase.

If you receive an OTP request, follow the prompts provided in the SMS or text message. You will need to enter the OTP code to complete the transaction.

What if my OTP code does not work?

An OTP can not work for several reasons:

  • A system error may prevent an OTP being issued
  • The OTP will have become inactive if too much time has passed between the code being sent and it being entered
  • The OTP may have been entered incorrectly

A message in the 3D Secure session will prompt you to try again if there is an OTP issue.

When would I need to enter an OTP?

You will only need to enter an OTP when our fraud risk rules require it and only when you are transacting at a 3DS registered ecommerce merchant.

When shopping online, ensure that you are using a secure site that your trust. Remember, no fraud system can capture all instances of fraud. If it is too good to be true, it probably is. 

Non-Fraudulent Transactional Disputes

What do I do if I wish to dispute a transaction on my Savvy card?

If you have an issue with the goods or services supplied by a merchant or wish to dispute a transaction with a merchant, you must first contact that merchant directly to resolve the issue. It is up to both parties to communicate and work together to achieve a satisfactory resolution. 

What do I do if the merchant will not reply to my request or I cannot find a contact address for them to seek a solution to my transaction?

If the merchant does not respond to your requests or you cannot contact them directly for support after a reasonable time (typically 30 working days), please phone us on 0800 336 338 or +64 4 894 4300 if overseas to discuss your issue.

We will ask you to complete a Notice of Disputed Transaction form,  which will allow us to carry out your request with the merchant on your behalf.

Note: In most instances, a $50 fee will apply for each disputed transaction.

What do I do if the merchant has not refunded me after agreeing to do so?

You must allow a merchant reasonable time (typically 30 working days) to refund you. If they do not fulfil the refund in a timely manner, you can call us on 0800 336 338.

You will need to complete a Notice of Disputed Transaction form and supply evidence of attempts to resolve the issue with the retailer. This will allow us to action your request to the merchant on your behalf.

Note: In most instances, a $50 fee will apply for each disputed transaction.

How long do I have to report a disputed transaction made on my Savvy account to Booster?

Disputed transactions must be reported and raised with Booster within 60 days from the date of the disputed transaction. To do so, complete and send us a Notice of Disputed Transaction form.

Please email to: savvy@booster.co.nz

If you do not have access to email, you may send written communications. Please note, this should be done as soon as possible to allow for postal delivery times.

Please mail to:
Booster Investment Management Limited
PO Box 11872
Manners Street
Wellington 6142

How long does it take for Booster to process a Notice of Disputed Transaction form?

It will take around 45 days to complete an investigation once we receive your form. We will inform you of the outcome once the investigation is complete.

Note: In most instances, a $50 fee will apply for each disputed transaction.

How do I know Booster has received my Notice of Disputed Transaction form?

Booster will email you when it has received your  Notice of Disputed Transaction form.

How do I contact Booster to enquire about an ongoing fraud or disputed transaction investigation on my card?

Weekdays:

Please call us on 0800 336 338 or +64 4 894 4300 if you are overseas. We are available on Monday to Friday from 8am-8pm.

After hours:

If you suspect there is fraudulent activity on your Savvy account, please immediately lock your card in the Booster app or online portal to keep your account safe from further fraudulent card transactions, then report the issue to us by calling 0800 336 338 or +64 4 894 4300 if you are overseas.

Privacy

How does Savvy collect insights?

We analyse your transaction data to give you a personalised overview and insights which can help you manage your spending and saving. We can also deliver customised nudges to encourage you to make better informed money decisions.

You can view your specific insights by navigating to the Insights tab in the Booster NZ app.

Does Booster share my Savvy smart account data?

For details of how we deal with your personal information associated to your Booster Savvy investment account, please refer to our Privacy Statement.

How does Booster manage its Privacy obligations?

You can find Booster’s Privacy Statement here.

Contact

Can I speak to a human if I need help?

Yes, we love speaking to humans too! Call us on 0800 336 338 or +64 4 894 4300 if overseas. We’re available on Monday to Friday from 8am-8pm.

In an emergency, e.g. you can’t access the Booster NZ App or mybooster online, support is available 24/7 via 0800 336 338 or +64 4 894 4300 if you are overseas.

Any general Savvy product queries made after hours will be addressed during the next business day.