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.
Quick start guide
I've signed up, when will I see my property in the app?
We’re super excited to have you join us at Powershop! It typically takes around 10 working days for your account to be fully activated and appear in the app from when you joined up. We’re busy putting the final touches on your account setup behind the scenes, and we understand you’re eager to start shopping. We appreciate your patience. Stay tuned, and we’ll get you shopping soon!
When can I start buying Powerpacks?
Typically, it takes around 10 working days after you signed up to complete the switch to Powershop. During this time, we’re busy in the background switching the power over and getting all the information for your property to display your data accurately. Once everything is set up, you’ll be able to use the shop and buy your first Powerpack. We appreciate your patience and can’t wait to get you started!
How do payments work?
We’re really flexible when it comes to payments. We let you choose when, where and how you pay for your power within your billing period.
Buy now, pay later explained
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).
Set and forget payment options
You can nominate either a direct debit or credit card as your preferred payment method. Note that a 0.76% processing fee applies for credit card and debit card transactions. We’ll then use this payment method when an auto-payment is created on your account. For example, when you buy a Powerpack. We’ll also use this method of payment when you have an outstanding balance at the end of your billing cycle (Account Review period).
More about payments
Can I pay via online banking?
Absolutely. You can choose an amount to credit onto your Powershop account each month by setting up a regular payment via internet banking. If you pay by internet banking we’ll still need you to supply an automatic payment method for your account (credit card or direct debit). Your internet banking payment will need to be made before payment is scheduled to be taken from your automatic payment method.
To set up internet banking, log in to your internet banking and follow your bank’s bill payment process – search for ‘Powershop’ as the biller.
Our bank account number is 03-0502-0367558-003.
In the ‘code’ field, enter your Powershop account number.
In the ‘reference’ field, enter your name.
In the ‘particulars’ field, you can leave it blank or type in ‘Powershop’.
More about payments
When will I get my first bill?
Your first bill is typically sent about a month after you've signed up.
Frequently asked questions
My power is off- what should I do?
Your power could be off for a few reasons – e.g. extreme weather, a vehicle crashing into a power pole, or some kind of lines fault. The outage may be specific to your property, or there may be a more widespread problem in the network.
First up
It’s best to call your network company to report the fault. If you don’t know your network company, then check one of your recent Account Review PDFs and your network will be listed in the top right hand corner on page 2. If other houses in your street are out, there’s a good chance someone will be working on the problem already and it’s just a matter of time before the power is back on.
See who to contact for faults or power outages in your area.
Keep yourself safe
Keep yourself and others well clear of any electrical lines and wires – even if your power is out, you should treat all lines and wires as if they’re live and dangerous.
Switch off appliances at the wall
If your power goes off it’s a good idea to switch off all electrical appliances at the wall. It’s especially important to make sure hazardous appliances (heaters and ovens) or sensitive electronic equipment (computers) are turned off or unplugged at wall, to reduce the risk of fire, or damage to equipment if there is an electricity surge when the supply is restored. Just leave a light or two on so you know when the power has come back on.
Find out who to contact here for an outage in your area
More about outages
How does meter reading work?
When you join Powershop, if you have a smart meter we’re able to automatically process your half-hour consumption data. This will happen daily and that means that you won’t need to do a thing.
If you don’t have a smart meter, or aren’t sure what you have, you can find information on the different types of meter and how to read them, learn more about meters.
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 md@powershop.co.nz
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.
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.
How do I arrange a power disconnection?
Whether you need a temporary disconnection for maintenance, or a permanent disconnection (decommission) to remove power for good, we’ll get you sorted.
- Temporary disconnection – a temporary switch-off for electrical work, renovations, or upgrades.
- Permanent disconnection (decommission) - a full removal of power, including lines and the meter, when a site no longer needs electricity – like before demolition or for an unused supply. This is irreversible.
Not sure what you need? Live Chat or send us an email.
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).