Why does Superhero request additional information from you?
- name;
- postal address;
- date of birth;
- contact phone number and email address;
- bank account details;
- photo identification;
- occupation;
- source of funds;
- salary range;
- reasons for opening an account; and
- other information we may require to meet our requirements from time to time.
How do I make a complaint?
Feedback about Superhero?
We love hearing feedback from our customers. To get in touch, either jump on chat or email us via hello@superhero.co.nz
If you wish to make a complaint, our Customer Success Team can be contacted via chat through our website or by email at hello@superhero.co.nz. We will try to resolve your complaint honestly, efficiently and fairly.
Superhero has a formalised client complaint resolution procedure in place to resolve any complaints or concerns you may have about the services provided to you. Our complaints team reviews, records and investigates all complaints Superhero receives and escalates matters to the Superhero Compliance Department as required.
If you make a complaint, our first response will be to contact you to discuss the complaint and to register a formal record of such complaint. If, despite our best efforts you believe your complaint has not been satisfactorily dealt with, you may contact an independent industry arbiter, namely, the Financial Services Complaints Ltd.
You can contact FSCL by writing to:
FSCL, PO Box 5967
Wellington 6140
Phone: 0800 347 257
Email: complaints@fscl.org.nz
Website: http://www.fscl.org.nz/
How can I change my password and account details?
Click on Profile within your Superhero account to change your password or update your details.
Help! I’ve forgotten my log-in details
Too easy. Just go to app.superhero.co.nz and click on ‘Forgot your password?’, then enter your registered email address and hit the ‘Reset Password’ button.
How do I log out?
Mobile: click ‘Profile’ and then ‘Log Out’ on the top right.
Desktop: click ‘Log Out’ at the bottom of the menu on the left hand side.
Hot tip: for security reasons, you will be automatically logged out after 15 minutes of inactivity.
Why do I need to confirm my actions via text message?
Two-Factor Authentication (2FA) is a security feature which requires you, as a Superhero account holder, to authorise all actions on the Superhero platform via your mobile phone.
To make it easier to place trades, you can set up a PIN which replaces SMS confirmations on trade orders. To set up your personalised PIN click on the “Profile tab” and select PIN and follow the instructions.
What happens if I don’t have access to my phone to get the text and I want to make a trade?
You can set up a PIN which replaces SMS confirmations on trade orders. To set up your PIN, click on the Profile tab and select ‘PIN’ and then follow the instructions.
Can I access my account and trade while I’m overseas?
The Superhero platform is accessible from outside of New Zealand, however there are some countries you can’t access the Superhero platform from.
Please contact us via chat or email hello@superhero.co.nz if you would like more information.
