If you’ve got a Latitude credit card in New Zealand, you’ve probably landed on the service centre page at some point — whether to check a statement, update your details, or just figure out how to get in touch. This guide pulls together the official contact channels, login steps, cancellation process, and the key facts about what Latitude Finance is and what it offers.

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Official service centre URL: servicecentre.latitudefinancial.co.nz ·
Customer service phone: 0800 80 80 00 ·
Head office address: Level 21, 48 Shortland Street, Auckland 1010 ·
Card network: Mastercard

Quick snapshot

1Confirmed facts
2What’s unclear
  • Exact phone support hours (reported as Mon–Fri 8am–8pm, Sat 9am–5pm NZT – not officially confirmed on all pages)
  • Current interest rates and fee amounts (subject to change; check official site)
3Timeline signal
4What’s next
  • Latitude continues to integrate Gem products under the Latitude brand in NZ
  • Ongoing regulatory scrutiny following the 2023 data breach

Five key facts about Latitude’s service centre, from contact details to card features, in one glance.

Label Value
Official website servicecentre.latitudefinancial.co.nz
Customer support phone (NZ) 0800 80 80 00
Head office Level 21, 48 Shortland Street, Auckland 1010
Card network Mastercard
Owner Latitude Financial Holdings (KKR, Varde Partners, etc.)

What is happening with Latitude Finance?

Is Latitude a bank?

Latitude Financial is a non-bank lender operating in Australia and New Zealand (Wikipedia – Latitude Financial). It provides credit cards, personal loans, and buy-now-pay-later services under brands like Gem by Latitude and Latitude GO. Unlike a bank, Latitude does not take deposits.

Who owns Latitude credit cards?

Latitude is owned by a consortium including KKR, Varde Partners, and others (Wikipedia – Latitude Financial). The New Zealand arm operates under Gem by Latitude and Latitude brands.

In July 2023, Latitude suffered a major cybersecurity incident that affected millions of customers (NZ Herald). The breach exposed personal data including driver’s license numbers and passport details, leading to increased regulatory attention.

The upshot

Latitude’s non-bank status means it is not regulated as a bank, but it still must comply with New Zealand’s consumer credit laws. For customers, the key difference is that deposit insurance schemes do not cover Latitude accounts.

The implication: ongoing regulatory scrutiny following the 2023 breach may reshape how Latitude handles data security.

Can I cancel my Latitude card at any time?

How do I cancel Latitude?

You can cancel your Latitude card at any time, but you must pay the outstanding balance in full before the closure request is submitted (Gem Finance Help Centre – Close a Credit Card Account). The cancellation workflow is available through the Latitude Service Centre: log in, go to Manage account, then Close Account Request (Gem Finance Help Centre).

What happens after cancellation?

After cancellation, the account is closed and no further purchases are allowed. There is no fee for cancellation (Gem Finance Help Centre). The closure request requires you to confirm your personal details before submission.

Can cancellation be reversed?

Once a cancellation request is submitted, it cannot be reversed through the Service Centre. You would need to contact customer support to discuss reopening, which is not guaranteed.

Bottom line: Latitude allows cancellation at any time once the balance is zero. Account holders who have paid off their card: the process takes about five minutes online. Those still carrying a balance: pay it down first, then close.

The catch: once submitted, the request is final — account holders cannot reverse it online.

Does Latitude have a phone number?

What are the Latitude service centre hours?

Latitude’s New Zealand customer service number is 0800 80 80 00 (Latitude Service Centre Terms PDF). Phone support hours are typically Monday to Friday 8am–8pm, Saturday 9am–5pm (NZ time) – though these are not officially confirmed on all pages.

What is the Latitude service centre address in NZ?

The physical address is Level 21, 48 Shortland Street, Auckland 1010 (Latitude Financial NZ).

How do I access the online service centre?

The online service centre is available 24/7 at servicecentre.latitudefinancial.co.nz (Gem Finance Help Centre). You log in using your Latitude ID (your email address for accounts opened after December 2022) and password. If you already use the Latitude Mobile App, the same email and password work.

What to watch

The previous Online Service Centre username and password do not work in the new Latitude Service Centre (Gem Finance Help Centre). If you haven’t migrated yet, you’ll need to register your email address as a Latitude ID.

The pattern: customers who ignore the migration process get locked out, so registering a Latitude ID is essential.

Is a latitude card a MasterCard?

Can I use my Latitude Mastercard overseas?

All Latitude credit cards in New Zealand are Mastercards (Wikipedia – Latitude Financial). They can be used overseas, but foreign transaction fees typically apply (2–3%). Check your card’s terms for the exact rate.

Can I transfer money from a Latitude credit card to a bank account?

Balance transfers from a Latitude card to a bank account are possible as a cash advance, with fees and interest. Cash advances usually incur a fee of 2–3% and attract interest from the transaction date at the card’s purchase rate (around 22.99% p.a.) (Latitude Financial – GO Mastercard).

Why is the Latitude card declining?

Card declines can result from exceeding the credit limit, missed payments, fraud detection, or card expiration. If your card is declined, check your available credit and payment status via the Service Centre first.

Is Latitude a good credit card?

Latitude cards offer rewards (GO Mastercard) or interest-free promotions (Gem Visa), but APRs are higher than many bank credit cards (Latitude Financial – Credit Cards). The trade-off: you get features like 0% interest on purchases for a promotional period, but ongoing rates are above 20%.

The trade-off

Latitude cards are useful for interest-free promotions, but the high standard APR means carrying a balance after the promo period is expensive. Buyers who pay in full each month can benefit from rewards without interest costs.

What this means: travellers should budget for foreign transaction fees, and rewards seekers must pay in full to avoid the high APR.

What happens if you don’t pay Latitude?

What are late payment fees?

Late payment fees apply (typically up to $25 NZD per missed payment) (Latitude Financial – Terms). Unpaid balances accrue interest at the card’s purchase rate (around 22.99% p.a.).

How does non-payment affect credit score?

Non-payment is reported to credit bureaus, impacting your credit history for up to 5 years. This can affect your ability to get loans, mortgages, or rental agreements in New Zealand.

Can Latitude take legal action?

Latitude may refer overdue accounts to debt collection agencies or pursue legal action if the debt remains unpaid for an extended period. The exact timeline depends on the amount and your payment history.

Bottom line: Missing a payment triggers a $25 fee and interest at ~23% p.a. If you miss multiple payments, your credit score takes a hit and the debt may be sent to collections. Cardholders in financial difficulty should contact Latitude early to arrange a hardship plan.

The implication: chronic non-payees face long-term credit damage and potential legal action, not just fees.

Pros and Cons of Latitude Credit Cards

Upsides

  • Interest-free promotional periods (e.g., 0% p.a. for 6–24 months on purchases)
  • Rewards programme (GO Mastercard) with points on everyday spending
  • Online account management 24/7 via the Service Centre
  • No annual fee on some cards

Downsides

  • High ongoing APR (~22.99% p.a.) compared to bank credit cards
  • Foreign transaction fees (2–3%)
  • Late payment fees up to $25
  • Data breach history raises privacy concerns

How to Cancel Your Latitude Card – Step by Step

  1. Pay off the balance: Your account balance must be $0 before you can submit a closure request (Gem Finance Help Centre).
  2. Log in to the Latitude Service Centre: Go to servicecentre.latitudefinancial.co.nz and sign in with your Latitude ID (email address) and password.
  3. Navigate to Close Account: From the left-hand menu, go to Manage account → Close Account Request (Gem Finance Help Centre).
  4. Confirm your details: You’ll need to verify your personal information (name, address, date of birth) as requested.
  5. Submit the request: Once submitted, the account will be closed. You’ll receive a confirmation email.

Timeline: Key Events at Latitude Financial

  • 2020: Latitude rebrands from GE Money to Latitude Financial in Australia and New Zealand (Wikipedia – Latitude Financial).
  • 2022: Latitude acquires Gem Finance in New Zealand, consolidating under the Latitude brand (Wikipedia – Latitude Financial).
  • July 2023: Latitude suffers a cybersecurity incident exposing personal data of millions of customers (NZ Herald).

What’s Confirmed and What’s Unclear

Confirmed facts

  • Official service centre URL: servicecentre.latitudefinancial.co.nz
  • New Zealand head office: Level 21, 48 Shortland Street, Auckland 1010
  • Customer service phone: 0800 80 80 00
  • All Latitude credit cards are Mastercards
  • Latitude suffered a data breach in July 2023

What’s unclear

  • Exact phone support hours (reported as Mon–Fri 8am–8pm, Sat 9am–5pm – not officially confirmed on all pages)
  • Current interest rates and fee amounts (subject to change; check official site)

Quotes from the Ground

“The Latitude Service Centre lets you manage your credit cards online in one place.”

— Latitude Support Site (Gem Finance Help Centre)

“Millions of Latitude Financial customers had their personal details stolen in a cyber attack.”

— NZ Herald, July 2023

The 2023 breach exposed sensitive data including driver’s license numbers and passport details, prompting a class-action investigation and regulatory scrutiny. For customers, the incident underscores the importance of monitoring statements and enabling two-factor authentication where available.

Additional sources

gemfinance.co.nz, gemfinance.zendesk.com, resources.latitudefinancial.com, gemfinance.zendesk.com, latitudefs.zendesk.com, gemfinance.co.nz, apple.com, latitudefs.zendesk.com, gemfinance.zendesk.com

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Frequently asked questions

How do I reset my Latitude Service Centre password?

On the login page, click “Forgot password?” and follow the instructions to reset via email. You’ll need access to the email address used as your Latitude ID.

What documents are needed to apply for a Latitude card?

You typically need a New Zealand driver’s license or passport, proof of income (payslips or bank statements), and your IRD number.

Can I have more than one Latitude credit card?

Yes, you can hold multiple Latitude cards, but each application is subject to credit approval. All accounts are managed in the same Service Centre.

How long does it take to process a Latitude credit card application?

Applications are usually processed within 1–2 business days, though it can take longer if additional documents are required.

Does Latitude offer balance transfers from other cards?

Yes, Latitude offers balance transfer promotions – typically 0% p.a. for a set period (e.g., 6–12 months) with a transfer fee of 1–2%.

How do I dispute a transaction on my Latitude card?

Log in to the Service Centre, go to the transaction in question, and select “Dispute this transaction”. You can also call customer service.

Can I set up automatic payments for my Latitude card?

Yes, you can set up direct debit through the Service Centre under “Manage payments” – choose the amount (minimum, full, or fixed) and frequency.

What is the difference between Gem by Latitude and Latitude GO?

Gem by Latitude is a buy-now-pay-later product with interest-free instalments, while Latitude GO is a rewards credit card with points. Both are managed through the same Service Centre.