See how much you could save on power. Upload a recent bill and get a free estimate.

See how much you could save on power. Upload a recent bill and get a free estimate.

We’re here to help!

Got a question? Chances are if you’re wondering about something, we’ve been asked about it before. Check out the questions we get asked about a lot below, or search the site - we’ve got a treasure trove of information, from how to get the best deal in the shop to what kind of lighting is uses the least amount of power, we’ve got your back.

Frequently asked questions

What if I am a medically dependent customer?

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

 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.

How do I log in to my account?

You can log in to your account from Powershop’s mobile app or from your desktop.

When you download the app, you will be asked for your login details that you created when you signed up. You will then be prompted to create a pin, so you can easily login into your mobile account each time.

For desktop, use the password you created when you switched. If you can’t remember it click on ‘reset/create password’ to reset your password. We’ll email you a link to reset your account.

Make sure you download the app and link your account so that you can receive notifications – like when Specials are released in the Shop or if your Account Review period is coming up.

How do I Shop for power, and save?

The Shop is available for all eligible customers (does not include most business customers or historic customers on Powershop Lite).  To go shopping from your mobile or desktop app, select ‘‘Shop”.

In the Shop, you can buy power in different dollar amounts called Powerpacks. This means you can buy as little or as much power as you need. To get the best deal, you’ll want to prebuy power in the Shop by buying Powerpacks, which gives you a discount on your Standard Rate for the amount of power covered by the Powerpack. If you forget to shop for power or you don’t have time, don’t panic. We won’t cut you off!  At the end of your Account Review period (billing period) we’ll buy your default Powerpack for you, to cover your power used.  For most customers, this will be equal to the power you have used at your Standard Rate.

However, if you want to get the best savings with Powershop check out our secret formula on what Powerpacks to buy to get the most savings.

Learn more about how to shop here.

How does buy now, pay later work?

With our 'Pay later' option you can buy Powerpacks without having to make an immediate payment. This means you can grab limited time Specials as they are released and choose to either pay for them right away, at the end of your billing cycle or any day in between. This means that if you prefer to only pay for your power once a month you can still get access to the great specials in the Shop. 

Using ‘Pay later’ is a great option for those customers who pay manually using online banking or if you would like to have a single monthly manual or auto payment at the end of your billing cycle.  If you go the auto payment route, we’ll debit your default payment method for the outstanding balance owing at the end of your billing cycle (Account Review period). 

See this video on how to buy now and pay later.


How can I pay?

By credit card – we accept Visa, American Express and Mastercard. Please note a 0.76% processing fee applies for credit card and debit card transactions.

By direct debit – If you set up a direct debit on your Powershop account you just need to provide us with your bank account number and we take care of the rest.

By internet banking – you can use internet banking to put money into your Powershop account at any time.

To do this, log in to your internet banking and follow your bank’s bill payment process – search for ‘Powershop’ as the biller.

  1. Our bank account number is 03-0502-0367558-003.
  2. In the ‘code’ field, enter your Powershop account number.
  3. In the ‘reference’ field, enter your name.
  4. In the ‘particulars’ field, you can leave it blank or type in ‘Powershop’. 

If you have access to our online Shop, you can also buy Powerpacks using your internet banking. You’ll be given this option when you go to pay. More information about payment 

How do I update my payment method?

You can set up and edit your preferred payment method yourself.

Mobile app: Go to ‘Account details’ in the menu then select ‘Preferred payment method’. Here you can add a payment method and select your preferred payment method.

Desktop: Select the ‘Settings’ tab in your desktop account. Under payment methods you can add a Credit or Debit card or set up a direct debit.

More on payment methods

Can't shop or prefer being billed?

You don’t have to shop for Powerpacks if you don’t want to. You can still be a Powershop customer. If you choose not to shop for your power, or if you’re busy, away, or want to take a break from shopping, you can. At the end of your Account Review period, we’ll buy your default Powerpack for you, to cover your power used. For most customers, this will be equal to the power you have used at your Standard Rate.

When will I get a bill?

Every month we’ll send you your Account Review at the end of your billing period. This is an email with an attached PDF that summarises:

  • how much power you’ve used over your Account Review period (billing period)
  • how much that power costs
  • what Powerpacks have been used 
  • your meter reads, and
  • whether or not you have a balance to pay on your account.
  • If you login to the app you can see all of your transactions under the “Account Activity” tab. You can also see this information if you login to your desktop account under the transaction tab.

More about what happens during your Account Review period 

Do you offer Off Peak & Peak Pricing?

Yes, we do and we call this Get Shifty.

You may also hear it being called TOU for Time of Use pricing. If you are in a network area where Off Peak and Peak pricing is the default and you have a smart meter, then you will automatically be put on this plan. If you are not in one of these networks and would like to see if you are eligible, you can contact our friendly customer care team via Live Chat on our website.

To find out where this applies see Get Shifty 

How do I know how much power I need to buy?

Once you’re logged into your account, it's easy to see how much power you’ve used versus the power you’ve pre-purchased by way of Powerpacks. The inside green circle shows the power you’ve bought. The pink circle on the outside shows the power you’ve used.  

In the centre of the circle, you can clearly see if you have bought enough power (ahead) or not (behind). If you click the centre, it will show you how many days you’re ahead or behind.  



Shop for power

How to shop, how to save like a boss, what to buy, Powerpacks, Future Packs...we've got it all explained right here. 


When you can pay, how to pay, what's your Account Review Period and all that other stuff you need to know about payments.

Prices & rates

Understanding power pricing, low user or standard?  Fixed rates, standard rates, special rates - so many rates! Learn all about rates here.

Metering & outages

Who to contact for power outage, meter reading know how and all things meter related you'll find here.

Moving house

Everything you need to know to move  house with Powershop and get set up at your new address. 

Track my usage

Get down in the data to understand your power usage.

Get Shifty (Time of Use)

Peak, off-peak, night rates, time of use - you'll find all the deets here. 

Sell your solar

More info on our solar buy-back rates and how to see how much you're exporting.

Still got a question?

If you haven’t found the answer you’re looking for, pop us a message in the chat. Our award winning support team in Christchurch is on hand to answer your questions Monday - Friday, 9am - 5pm (excluding public holidays).