Contact us

Powershop is a digital brand, which is why we don’t provide an 0800 number. We ask that you use our Live Chat service to contact us. This is because it’s the quickest way for you to reach us and get a resolution to your query. If your query is really complicated and our team can’t easily resolve it over chat, they’ll arrange to call you directly to get it sorted.  

By removing our 0800 number we’re able to reduce operation costs and pass those savings onto you by providing you great power rates.

Visit our power outages and faults page for everything you need to know.

Power outages

If you change your mind about buying a Powerpack you have 48 hours to refund the purchase yourself.   
 
To action a refund, log in to your desktop account and click on the ‘Transactions’ tab. You’ll see a ‘refund’ button next to any Powerpacks you’ve bought in the last 48 hours. See here. 
 
Need a refund after 48 hours? 
You may still be eligible for a refund after 48 hours. Contact our friendly customer care team using the live chat service on our website.   
 
Note that any refund that is applied will applied as a credit to your Powershop account and will not be refunded to your bank account or credit card, unless exceptional circumstances apply, or you have closed your Powershop account. 

In the Powershop App under the menu option in the top left-hand corner, select ‘Account details’. In the Account details menu select ‘Change Personal Details’ and you will be redirected to a form where you can update your personal details.  

Moving house with Powershop is really easy. Simply open the app and under the menu option in the top left-hand corner select ‘Move Property’. Follow the prompts to provide us with the information on your move, including your Move Out and Move in dates etc.  

If you have a smart meter you don’t need to enter a final meter reading as we’ll get your reading automatically. If your meter isn’t smart, you’ll need to enter it manually.  
 
To provide a manual meter reading, log in to your account from your desktop or do it on Powershop’s mobile app.  You can enter your final meter reading up to 3 days after you move out. 
 
If the final meter reading you give us seems unusual, compared to your typical usage at this address, then we may need to send a technician to confirm the reading. There is a fee for this – see our fees and charges. Amy fee incurred will be added to your final Account Review for this property.  
 
On the app: Select ‘Read meter’ about halfway down the main menu. If you’re reading your meter in a dark spot or at night, check out our handy torch button.   
 
From your desktop: Go to your ‘Balance’ page, click on ‘Enter a meter read’ under your usage graph (the short cut). Or go to ‘Usage’, ‘Meter Readings’, then ‘Enter a meter read’ (you will also see a list of your previous readings).  

You can set up and edit your preferred payment method in the mobile app or by logging into your desktop account.  

On the app: In the app under the menu option on the top left-hand corner select Preferred Payment Method. Follow the prompts to add another payment method and select this as your preferred method.  

From your desktop: Log into your desktop account and go into ‘Payment Methods’ under ‘Settings’. You can also add other bank accounts/cards. 

Yup! If your scheduled payment date (a payment on your account scheduled by Powershop) doesn’t suit you, you can change it. To change your scheduled payment date, log in to your online account and going to the ‘Transactions’ tab. Then click ‘Move payment date’ and follow the instructions. This button will only appear when a payment has been scheduled. There is a limit to how far you can move it. 

Use our nifty tools to keep an eye on how much power you’re using, and when you’ve use it most.  
In Powershop’s mobile app – you can access your daily usage graph by tapping the icon at the bottom right of your screen. 
 
Learn more about understanding your power usage here  

You can see what your rates are by logging in to the app or your desktop account.
 
On the app: Select menu (3 horizontal bars in top left corner), Select 'Account details' and then Select 'Your rates'. 
 
From your desktop:  Select the ‘Usage’ tab, then ‘Your rates’ on the left. If you have more than one property, you can flick between the rates for each property in the drop-down menu of ‘Your rates’.  

If you or anyone in your household requires the use of mains electricity for critical medical support, it’s really important that you let us know. You can get in touch with us through our live chat, which is operated between 9am - 5pm on weekdays. If you want to contact us outside of these hours, you can still message us on live chat and someone from the team will be in touch with you as soon as they're back online.

Please download the form below, have it completed by your health care provider and email it back to md@powershop.co.nz

 Download the form

Make sure you have an emergency plan

Due to the nature of electricity and our environment, unexpected outages can happen without warning, which means you may lose electricity to your home.

Therefore, you need to have an emergency back-up plan, so you're prepared for an unplanned power outage. Your emergency back-up plan should:

• be sufficient to keep you safe whether the power is out for a couple of hours or many days;
• be prepared with help from the medical professional who issued the critical medical equipment;
• contain options such as battery power or a generator;
• involve help from family, neighbours, friends, and your medical professional, the hospital, or emergency services (although in major events some of this support may be unavailable);
• be understood and agreed to by you and your support people; and
• be re-evaluated and practiced regularly to ensure it continues to meet your needs.

To check your current status on our system, log in to your account. Select the ‘Settings’ section, then 'Properties', then ‘Vulnerability & Medical Dependency’.

It's your responsibility to ensure you have a backup power supply in case there's an unplanned power outage. Your GP or health provider should be able to help you get a plan in place.