mid-adult couple paying bills on laptop computer.Frequently Asked Questions


Please find the answers to the most common questions below:

Contact Us / Opening Hours

How can I contact you?

Phone: 0800 327 822 or (04) 385 3553
Fax: (04) 385 3557
Email Address: help@cashloan.net.nz
Postal Address: P O Box 18162, Glen Innes, Auckland 1743

What are your Opening/Processing Hours?

We are open during standard business hours:

Monday:           8.30am – 5.30pm
Tuesday:           8.30am – 5.30pm
Wednesday:   8.30am – 5.30pm
Thursday:         8.30am – 5.30pm
Friday:                8.30am – 5.30pm

Unfortunately, we do not operate on Public Holidays.

All supporting documents must be received no later than 4.30pm in order for us to process your application on the same day.

If you apply for a loan over the weekend, your application will be reviewed on the following business day.

Before You Apply

What supporting documents are required with the application?

We need to see 3 months’ worth of bank statements, proof of address and photo ID in order to review your same day loan application.

Can I apply if I am self employed?

Yes, if you can show a consistent and regular income that is direct deposited into your bank account.

Can I apply if I am on a benefit?

If you have a regular paid job where you earn more than any benefits you receive, you should be eligible to apply for a loan. Unfortunately, we cannot assist if a benefit is your sole source of income, as this is not considered a regular job.

Do you do credit checks?

Usually no, but we reserve the right to do so.

Do you need to contact my employer?

We strive to make the application process as stress-free & quick as possible for you. We reserve the right to do a credit check and employer verification.

How many bad credit loans can I have at a time?

Our personal cash loans are limited to one at a time, and only one per household. However, if we see your payments are current, we may be able to offer a unique loan top-up service to increase your loan (subject to the lending manager’s approval).

Application Process

How do I apply if I am a new customer?

It’s easy – simply apply here . When your application is received, we will present your loan agreement – and we won’t contact your referee during the application approval process. You will need to accept the agreement online, sign and send any requested supporting documents.

How do I apply if I am a returning customer?

If you are a returning customer, the process will prove to be even quicker, all you need is your customer number to get started – you can find it in the top right corner of your previous contract(s). Apply for a renewal online now.

How do I get my documents?

Once you have qualified online, your loan agreements will be emailed to you. Please open and print the .pdf attachments, complete and return by fax or email to receive the money. If you do not have a .pdf reader installed on your computer, you can download it for free from www.adobe.com

Will my loan be approved?

We approve most applications, so feel comfortable submitting your instant finance application. Unfortunately, we cannot approve your application if you are currently bankrupt, under a Summary Instalment Order or a No Asset Procedure.

How soon will I receive the funds?

We work to get the funds to our customers as soon as possible.You will receive the cash overnight or within 30 minutes of your final approval (in both cases, conditions apply – refer to the application form for details of timing of funds to you and any fees involved).

How do I know if you've received my documents?

Once your loan application has been submitted successfully, you should be able to log in to your account and under the ‘Loan Status‘ tab you will find our tracking system.
This will let you know what documents we have received and what documents we are still waiting on.
Normally, you should hear from us within 45 minutes of sending all the required documentation.

Repaying Your Loan

How do I pay the loan back?

It’s easy – we set up a direct debit for your next payday (or paydays). No need to travel to the bank or set up automatic payments – piece of cake!

Can I change my repayment dates?

Payments are required to be made on the same day that your pay is deposited into your bank account. Provided you contact at least 24 hours before your payment is due, we can look into amending the payments dates to suit – a small fee applies.

What happens if I default?

You need to read through your finance and disclosure statements for full details on defaults. Fees will apply for missed or failed payments and will be added to your loan balance.

Can I repay early?

You can pay back as soon as you are in the financial position to do so. Interest is charged on a per day basis, so in fact, it will be cheaper to pay your cash advance off quicker.

General Questions

I can't open my documents

You may need a PDF Reader installed on your computer – you can download it for free from www.adobe.com.

Is your online Bank Verification tool safe and secure to use?

We provide a 256-bit bank level encryption of data, creating a ‘read only’ service – this means we cannot make any changes or transactions on your accounts. Once the data has been loaded, the connection to the bank is closed immediately.

We have also had our service independently tested by an industry leading security service.

We do everything we can to ensure that only the best level of security is safeguarding your important information.

I have repayment difficulties

Please click here for assistance on what to do.

I have a complaint

We strive to provide a quality service to all of our customers. However on occasions things don’t always go smoothly, but don’t worry we will endeavour to put things right.

As a responsible lender, we are a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs.
Please click here for information on our complaints process and details on our independent dispute resolution scheme.

I wish to make a hardship application

You are eligible to apply for unforeseen substantial financial hardship if:

1. You have not been in default for more than 2 months; and
2. You have not missed 4 or more payments; and
3. You have not previously applied for hardship in the last 4 months (unless your current application is due to materially different reasons than the last application); and
4. The cause of your financial hardship was NOT reasonably foreseeable to you at the time you took out the loan.

Please click here to fill in our form to request our financial hardship application and guide.

Once submitted, you should receive our PDF application and guide within 48 hours.