Help Search Results

You’ve got the power

Getting Started

Welcome! We’re super stoked to have you on board. With Powershop, you’re in control.

How do I shop for power?

Shop for Power

To go shopping, log in to your Powershop account from your desktop or mobile app and select ‘Shop’. We sell power in different dollar amounts called Powerpacks. This means you can buy as little or as much power as you need.

What makes up my power price?

Prices & Rates

It takes more than just Powershop to get electricity to your property. There’s a whole supply chain and everyone’s responsible for doing their bit. To do their bit they have to charge us (and ultimately you) to do it.

How do I move house with Powershop?

Moving House

To start with, you will need to give us a call on 0800 462 668 to tell us when you want to close your current address. You can also let us know by email or through the chat function on our website. At the same time, you can tell us all the details about your new address and we’ll sort it for you.

How often will my meter be read?

Meter know-how

That depends. If you have a smart meter we get your meter readings daily. Your meter sends us 48 half hourly readings once a day.

How do I track my power usage?

Track My Usage

We have a few nifty tools to help you keep an eye on how much power you’re using and understand when you typically use the most. Daily usage If you have a smart meter, your daily usage graph makes it easy to see any changes in your usage at a glance. So if your usage spikes or falls dramatically you can dig a little deeper to try to find out why.

What is Time of Use/Get Shifty?

Time of Use (Get Shifty)

With Time of Use pricing (Get Shifty), you pay a higher rate for power you use at peak times, and a lower rate for power you use at off-peak times. Some network areas also have an even lower rate at night. So it pays to shift as much of your usage as you can away from peak times.

Does Powershop offer buy-back rates for solar?

Sell Your Solar

Yes we do. Wherever Powershop is available, we pay a buy-back rate to solar customers for excess generation exported back to the grid. We call it Sell your Solar.

My power is off – what should I do?

Troubleshooting

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.

COVID-19 payment help

Payment

Please get in touch with us if you are having trouble paying your power bill, or think you may in future. We have payment options available and can also hook you up with budget advisors and other services that may be able to help, such as Work and Income. You can call us on 0800 462 668, 8am to 7pm Monday to Friday.

Log in to your account

Getting Started

You can log in to your account from your desktop or Powershop’s mobile app. For the desktop, use the password you chose when you switched. If you can’t remember it, don’t sweat!

Can I buy power after I’ve used it?

Shop for Power

Yes! You can buy Powerpacks at any time. If at the end of your Account Review period you’ve used more power than you’ve purchased, we’ll email you to let you know.

When will I be billed for my power?

Payment

We’ll let you know if you have anything to pay on your account on or a few days after the end of your Account Review period. (Your Account Review period is what we call your billing cycle.) You can check to see when your Account Review period is by logging in to your desktop account or above the circles in the mobile app. The start date is circled in your Power Organiser (the calendar on the right on your ‘Balance’ page).

How do you work out my rates?

Prices & Rates

Your rates are made up of a daily charge and a charge for every kilowatt hour (kWh) of power you use. Your rates are based on : Whether you’re a standard or a low user How your meter is set up – this is also called your tariff. The most common set-ups are ‘inclusive’, ‘controlled/uncontrolled’, ‘day/night’ and ‘night only’.

How do I move my business with Powershop?

Moving House

Your best bet is to call us on 0800 472 952 as we’ll need to ask you a few questions about the meter in your new premises.

Do I read my meter or does Powershop?

Meter know-how

If you have a smart meter your meter will send us half hourly readings, once a day, so you won’t need to read your meter at all. If you don’t have a smart meter and would like to track your power usage, you can enter meter readings as often as you like. Tap on ‘Read meter’ in Powershop’s mobile app or select the Usage section in your desktop account.

How do I track my usage if I have more than one property?

Track My Usage

To keep life simple, we’ll combine some of the data for all your properties and keep some of it apart. Whichever makes more sense. In your desktop account Power organiser and days ahead For example at the top of your Balance page, you’ll see how many days ahead or behind you are with your power purchases for all of your properties compared with your usage.

What are my peak, off-peak, and night times?

Time of Use (Get Shifty)

Far North (Top Energy network) Northland (Northpower network) Auckland (Vector network, United Networks) Counties (Counties Power network) Tauranga (Powerco East network) Thames Valley & Coromandel (Powerco East network) Waikato (WEL Networks) Waipa District (Waipa Networks) King Country (The Lines Company) Eastern Bay of Plenty (Horizon network) Eastland (Eastland Network) Taupo (Unison network) Rotorua (Unison network) Hawke's Bay (Unison network) Central Hawke's Bay (Centralines network) Southern Hawke's Bay (Scanpower network) Taranaki (Powerco West network) Whanganui (Powerco West network) Wairarapa (Powerco West network) Manawatu (Powerco West network) Kapiti & Horowhenua (Electra network) Wellington (Wellington Electricity network) Nelson City (Nelson Electricity network) Tasman (Network Tasman) Buller District (Buller network) West Coast (Westpower network) Marlborough (Marlborough Lines network) North Canterbury (Mainpower network) Canterbury (Orion network) Mid Canterbury (Electricity Ashburton network) South Canterbury (Alpine Energy network) Waitaki (Network Waitaki) East & South Otago (OtagoNet network) Central Otago (Aurora network) Queenstown (Aurora network) Dunedin (Aurora network) Southland (The Power Company network) Invercargill (Electricity Invercargill network) Top Energy (Far North) and Northpower (Whangarei and Kaipara) network areas: Off-peak times: 9.30am to 5.30pm and 8pm to 10pm weekdays, 7am to 10pm weekends. Peak times: 7am to 9.30am and 5.30pm to 8pm weekdays. Night times: 10pm to 7am weekdays and weekends.

How much is your buy-back rate for solar?

Sell Your Solar

We pay customers a flat buy-back rate of 8.5 cents per kWh exported. 

Find out if there is an outage or fault in your area

Troubleshooting

Check out who to contact in your area here.

Go shopping!

Getting Started

To go shopping, log in to your Powershop account from your desktop or mobile app and select ‘Shop’. We sell power in different dollar amounts called Powerpacks. This means you can buy as little or as much power as you need.

What is a Powerpack?

Shop for Power

A Powerpack is a dollar amount of power. We sell Powerpacks in a range of different dollar values in our online Shop – which you access by logging in to your account from your desktop or mobile app. Underneath each Powerpack you’ll see: The cost of the pack (the amount you pay) and what it’s worth (based on your Standard Power cost) – making it easy to see what you’re saving How many days of power the pack should give you Around how many dollars per day that works out to be.

What is my Account Review?

Payment

Your Account Review is an email and attached PDF that summarises:

how much power you’ve used over your Account Review period
how much that power cost
what Powerpacks have been used 
your meter reads, and
whether or not you still have anything to pay on your account
We’ll email you your Account Review. You can also see all of your transactions and Account Reviews online under the Transactions tab.

What is Standard Power?

Prices & Rates

Standard Power is priced at your own standard rate. This is based on whether you’re a low or a standard user, your meter set-up (which is sometimes called your tariff) and where you live. Check your Standard Power rate by selecting the ‘Usage’ tab in your desktop account and choosing the ‘Your Rates’ heading on the left.

Does Powershop supply electricity at my new address?

Moving House

We’re in most areas of New Zealand. So chances are we’re available at your new place! If you’d like to double-check, give us a call on 0800 462 668.

Where is my electricity meter?

Meter know-how

First up, please remember to be safe when looking at your meter. Make sure that you can reach it safely and if there are any loose or exposed wires in the cabinet don’t touch them – call an electrician as soon as possible. Your meter will usually be on an outside wall of your house, or inside perhaps in a porch or near the laundry.

How do you estimate my current usage?

Track My Usage

If you have a smart meter your current usage is based on your average usage from the last three days. If your meter isn’t smart, your current usage will be an estimate based on your last reading. So the more meter readings you enter, the more accurate your current usage information will be.

What are my peak, off-peak, and night rates?

Time of Use (Get Shifty)

Once you’re up and running with Time of Use/Get Shifty, you’ll be able to see your full rates including the new peak, off-peak and, in some areas, night rates on the Your Rates page on the mobile app or in your desktop account. You’ll also get a snapshot of what period you are in right now and the related rate on the Balance page of your desktop account. Key thing to note is that while your off-peak (and in some areas, night) rates will be lower, your peak rate will also be higher.

How do I know how much solar I am exporting?

Sell Your Solar

Provided you have an approved import/export meter, we will receive data on what you are feeding back, just as we do with the electricity you use. This will display on your mobile app as a new ‘Daily export’ graph and in your desktop account as an extra heat map under the ‘Usage’ tab. Your monthly Account Review will also show the dollar value of the power we have bought back.

There's no hot water at my place?

Troubleshooting

No hot water at your place? Find out if there is a fault or outage in your area first, before calling a tradie. 

Powerpacks

Getting Started

Our Powerpacks come in different dollar amounts to suit your pocket and how much power you need at the time. Buying Powerpacks allows you to save money on your Standard Power rate and is handy for budgeting and planning ahead. We sell Special Packs, Top Up Packs and Future Packs.

What are the different types of Powerpack?

Shop for Power

Our Powerpacks come in different dollar amounts to suit your pocket and how much power you need at the time. Our Special Packs give you a discount against your Standard Power rate and come in a range of sizes. Staying Power is our super-discounted Special Pack that is available once a month.

Do I need to do anything during my Account Review?

Payment

A couple of days after your Account Review period ends we’ll email you if you haven’t bought enough Powerpacks to cover all of your usage and charges, or if your meter reads aren’t up-to-date. This email is called ‘Account Review coming’. You then have a choice.

How do I know if I’m a low or a standard user?

Prices & Rates

Log in to your desktop account, select ‘Usage’ and go to ‘Your Rates’. If your ‘Daily charge’ is 34.50c, including GST (or 30c without GST), then you’re on our low user pricing. If your ‘Daily charge’ is different to this then you’re a standard user.

How do I enter a final meter reading?

Moving House

If you have a smart meter you won’t need to enter a final meter reading as we’ll get your reading automatically. If your meter isn’t smart log in to your account. Click on ‘Usage’, ‘Meter Readings’, then ‘Enter a meter read’.

How do I read my meter?

Meter know-how

First things first. Bruce “The Boss” said it, Katy Perry said it and so must we – “You can look but you better not touch… your meter.” Please be safe when you read your meter. Make sure that you can reach it safely and if there are any loose or exposed wires in the cabinet don’t touch them – call an electrician as soon as possible.

Using Activity Tracker in the mobile app

Track My Usage

The Activity Tracker lets you add notes to your Daily Usage graph so you can explain any spikes (or drops) in your power usage. You can use the Activity Tracker to explain past events. Or you can set it to keep track of a future time period.

How can I track what times I’m using power?

Time of Use (Get Shifty)

You can monitor how much power you’ve used off-peak vs peak on the Daily Usage graph in our mobile app. 

The Balance page of your desktop account will also show you what period you are in now, and what the current rate is, as well as what all your rates are for that day so you can see what time to shift your usage to.

How do I sign up to solar?

Sell Your Solar

You don’t need to do anything different to get access to our buy-back rate and online tools. When you join Powershop (or when your system is installed if you are a current customer) we will automatically put you on the buy-back rate and your app and desktop account will update with the new export graph and heat map.

I’ve moved house and my power is off?

Troubleshooting

First things first, check that the previous occupier hasn’t turned off the power at the mains. If you don’t know how, or have any problems, give us a call on 0800 462 668. If the house has been empty for a while the power may have been disconnected.

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What to buy?

Getting Started

How many/what size Powerpack(s) you buy really depends on: how much you have to spend your average usage what’s coming up When you put a pack in your cart, your Power Organiser will show you how many days it is likely to last. If you budget weekly, you might buy a few smaller packs over the month. If you budget monthly, you may go for one bigger one.

How do I pay for Powerpacks?

Shop for Power

When you confirm that you want to buy your Powerpack in the Shop, the default option will be to complete the transaction using your preferred payment method. You can nominate either a direct debit or credit card as your preferred payment method. Please note a 0.8% processing fee applies for credit card and debit card transactions.

How can I pay?

Payment

There are a few ways you can pay: By credit card – we accept Visa, American Express and Mastercard. Please note a 0.8% processing fee applies for credit card and debit card transactions. By direct debit – If you set up a direct debit on your Powershop account, we take $1 from your bank account to make sure the bank account details we have for you are correct.

How much power does a low user use?

Prices & Rates

You’re a low user if: you use less than 8000 kWh of power per year; or you use less than 9000 kWh per year if you live in all areas south of and including Christchurch, but excluding the West Coast; and your property is where you live most of the time (your primary place of residence). Powershop regularly reviews whether you are on the correct pricing for your usage and will put you on the best option for your situation. We’ll also let you know every year on your Powershop anniversary how much power you’ve used and what the best rate option is for you.

When will power be turned on at my new property?

Moving House

When you tell us you’re moving house, we’ll ask for your move-in date. We’ll switch your power over to Powershop on that date – assuming the previous occupier or electricity supplier has left the power on at your new house.

How do I enter a meter reading?

Meter know-how

If you have a smart meter, your meter will send us readings automatically. If your meter isn’t smart you can enter your own meter read. Log in to your account from your desktop or do it on Powershop’s mobile app.

Help me understand my Usage patterns chart?

Track My Usage

If you have a smart meter this a really neat tool that can help you understand your usage and become more energy efficient. At first it may look like you’ve dived headlong into a game of Space Invaders. But it doesn’t take long to get the hang of what you’re doing!

How do I shift more of my usage?

Time of Use (Get Shifty)

Making the most of Time of Use/Get Shifty is all about shifting as much of your power use from peak to off-peak or night times as you can. Power-hungry appliances include dishwashers, ovens, washing machines, and of course heaters. New models of dishwashers, heat pumps etc may have timers or even wifi controls.

Do you work with other generation sources?

Sell Your Solar

Solar is the main form of ‘distributed energy’ we support, but the same deal applies with excess power generated by micro-hydro or wind systems.

My power usage seems unusually high?

Troubleshooting

If you’re getting through more power than usual, first have a think about whether anything in your household has changed. Cold weather can sometimes sneak up on us and we find ourselves using the heater more or having more hot showers. Have you moved to a bigger property that takes more to heat?

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Haven’t bought enough?

Getting Started

Don’t worry, we won’t cut you off! If you use more power than you’ve bought, we’ll let you know. You can buy more power yourself or let us do it for you.

Can I turn off Powerpack purchase confirmation email?

Shop for Power

Sure. If you’d rather not receive these emails, simply log in to your desktop account. Go to ‘Settings’, then ‘Alerts’, untick the ‘Purchase notification’ option, and the job’s done.

When is payment taken from my credit card or bank?

Payment

When you buy power yourself from the Shop the money will be debited from your credit card or bank account immediately. If we need to take payment following your Account Review, the money will come out of your account or off your card a few days after we send you your monthly Account Review email. We’ll tell you the exact date in your Account Review email.

I’ve moved in and my power is off?

Moving House

First things first, check that the previous occupier hasn’t turned off the power at the mains. If you don’t know how, or have any problems, give us a call on 0800 462 668. If the house has been empty for a while the power may have been disconnected.

What is a smart meter?

Meter know-how

Most properties in New Zealand now have smart meters. Smart meters mean we get more accurate consumption information and they don’t need a human to manually read them. We get your smart meter readings daily.

Which activities and appliances use the most power?

Track My Usage

If you have a smart meter you can figure this out from your Usage Patterns chart in your desktop account. Get there by selecting ‘Usage’ then ‘Usage Patterns’. If you were looking for changes you could make at home to become more power efficient, you would check your Usage Patterns chart to see when your highest usage tends to be.

Considering solar, is it right for me?

Sell Your Solar

Installing a solar system is a big decision – the up front cost is high so it’s not for everyone. There is some helpful information on these websites:

Consumer NZ
EECA energywise

Metering requirements and installation fees vary by network region, so please contact us before you install your own system.

Switched to Powershop and used a lot of power?

Troubleshooting

This could be because the final meter reading your last power company gave us for your property was an estimate that was much lower than what you had actually used. So it looks like you’ve used more power than you actually have since switching. If this is the case, email us or call us on 0800 462 668 and we will contact them to sort it out.

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Bought too much?

Getting Started

The leftover power will stay in your account and go towards the cost of your power in future months.

How many/what size Powerpack(s) should I buy?

Shop for Power

It really depends what suits you and: how much you have to spend your average usage what’s coming up When you put a pack in your cart, your Power Organiser will show you how many days it is likely to last. If you budget weekly, you might buy a few smaller packs over the month. If you budget monthly, you may go for one bigger one.

Can I move my payment date?

Payment

Yes you can. If a scheduled payment date (a payment on your account triggered by Powershop) doesn’t suit, you can change the date. You can do this by logging in to your online account and going to the ‘Transactions’ tab.

Which of my rates are fixed?

Prices & Rates

Your daily charge is fixed and so will stay the same month to month. Your daily charge is based on whether you’re a low or standard user. You can see what your ‘Daily charge’ is by clicking on the ‘Usage’ tab in your Desktop Account and choosing the ‘Your Rates’ heading on the left.

How do I know if I have a smart meter?

Meter know-how

The easiest way to tell if your meter is smart is to log in to your Powershop account and look at your daily usage graph on your ‘Balance’ page. If your usage graph goes up and down (i.e. you have a different reading for every day) then you have a smart meter.

I seem to be using a lot of power, what’s going on?

Track My Usage

If you’re getting through more power than usual, first have a think about whether anything in your household has changed. Cold weather can sometimes sneak up on us and we find ourselves using the heater more or having longer hot showers. Or perhaps the rellies have been to stay for a few nights, in which case, it’s more than likely you will have used more power than you normally would.

Why the big difference of buy-back vs. usage rates?

Sell Your Solar

The big difference between your usage rate and the buy-back rate (8.5 c/kWh) is because your usage rate includes network charges, levies, etc. The buy-back rate only includes the wholesale cost of energy (we sell your excess generation to the wholesale market on your behalf).

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Getting the best savings

Getting Started

Our Special Packs and Future Packs are discounted against your Standard Power rate. Staying Power Staying Power is a Powerpack made to give you some out of this world savings on your power. It lands in the shop once a month and buys you a whole galaxy of power at a sparkly discounted rate.

Do I have to buy Powerpacks for each property?

Shop for Power

No you don’t, if all your properties are on the one account. Powerpacks scale to cover all your properties, so there’s no need to buy the same pack for multiple properties, multiple times. You can just buy one for all each time.

Do you have prompt payment discounts?

Payment

No we don’t – we think they’re late payment penalties in disguise! Instead you can save throughout the month with our Special and Future Packs which give you a discount on your Standard Power rate.

Which of my rates is variable?

Prices & Rates

As a Powershop Classic customer, your charge per kWh is variable. It will tend to go down in spring and summer when demand is lower, and up in autumn and winter when demand goes up. See your rates by clicking on the ‘Usage’ tab in your desktop account and choosing the ‘Your Rates’ heading on the left.

Can I change to a smart meter?

Meter know-how

If you don’t already have a smart meter chances are you will be getting one soon. Over 85 percent of Powershop customers now have smart meters. And we’re working our way through our remaining customers to install smart meters at their properties.

What can I do to reduce my power usage?

Track My Usage

The main ways to save power are to invest in energy efficient appliances and look at where you might be able to change your habits.

You’ll find heaps of power saving ideas on the Energywise website.

Protect appliances from surges and interruptions

Troubleshooting

Surges and interruptions to your supply can damage things like computers, televisions, stereos, washing machines and dryers, and heat pumps. There are a few things you can do to minimise the damage, which we’d strongly recommend. 1.

Paying for Powerpacks

Getting Started

When you confirm you want to buy your Powerpack in the Shop, the default option is to complete the transaction using your preferred payment method. When you signed up with Powershop you will have nominated either a direct debit or credit card as your preferred payment method. You can change or edit this whenever you like by going to ‘Settings’, ‘Account Preferences’ in your desktop account.

What is Staying Power

Shop for Power

Staying Power is one of our extra-special Special Packs. It’s available once a month and gives you a super discounted rate off your Standard Power – we’ll show you the percentage discount each time. If you download the mobile app, you’ll receive a notification when Staying Power is available.

Can I set up a regular payment for my power?

Payment

Yes. You can set up an automatic payment using Internet Banking or we can set it up for you at our end. Give us a call on 0800 462 668 if you’d like us to do it for you.

Do you have different pricing plans?

Prices & Rates

Powershop has no plans as such. Our prices suit the type of meter you have, where you live, and when you use power.

Meter readings not showing in my account?

Meter know-how

A couple of reasons, possibly. If you don’t have a smart meter – then you’ll need to enter your meter readings manually in your Powershop account. If you do have a smart meter – if you only have one day’s worth of readings missing, then that’s perfectly normal.

Which appliances use the most power?

Track My Usage

Compare the average yearly running costs of different household appliances on the Energywise website.

Who's responsible for trees growing near powerlines?

Troubleshooting

If a tree on your property is dangerously close to a power line, or is looking like it will be soon, contact your lines company, who will tell you what to do. You can find out who your lines company is by looking at your Account Review invoice. “Cut and trim” Your lines company may issue you with a “cut and trim” notice.

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Can't shop or prefer being billed?

Getting Started

We’ll let you know if you have anything to pay on your account a few days after the end of your Account Review period. (Your Account Review period is what we call your billing period/cycle.) You can check to see when your Account Review period is by logging in to your desktop account. The start date is circled in your Power Organiser (the calendar on the right on your ‘Balance’ page).

What are Future Packs?

Shop for Power

Future Packs are discounted power you can buy now to use in a later Account Review period. How do I find them? Log in to your Powershop account, click the ‘Shop’ tab and you’ll find Future Packs at the bottom of the page.

Can I pay power separately for each property I have?

Payment

Yes. If you’d prefer to buy separate Powerpacks or make separate payments for different properties, let us know – call us on 0800 462 668.

What is my ‘Daily charge’?

Prices & Rates

Your ‘Daily charge’ is based on whether you’re a low or a standard user. This charge is fixed and includes things like meter rentals, payments to network companies and government levies. You can see what your ‘Daily charge’ is by clicking on the ‘Usage’ tab in your desktop account and choosing the ‘Your Rates’ heading on the left.

How do I enter a final meter reading?

Meter know-how

If you have a smart meter you won’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. Log in to your account from your desktop or do it on Powershop’s mobile app.

Medically dependent or vulnerable

Help

Medically dependent or vulnerable? If you or anyone in your household requires the use of mains electricity for critical medical support, it’s really important you let us know. Please download the form below, have it completed by your health care provider and email it back to md@powershop.co.nz or post it to: Powershop PO Box 392 Masterton 5840 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.

Meter not recording your usage accurately?

Troubleshooting

Call us on 0800 462 668 and we will contact your metering company to see if there is a fault.

Understanding your Account Review

Videos

Your Account Review

Getting Started

Every month we’ll send you your Account Review. This is an email and attached PDF that summarises:

how much power you’ve used over your Account Review period
how much that power cost
what Powerpacks have been used 
your meter reads, and
whether or not you still have anything to pay on your account
You can see all of your transactions and Account Reviews online under the Transactions tab.

More on what happens around the time of your Account Review

What happens if I use more power than I’ve paid for?

Payment

If you haven’t bought enough power, don’t worry, we won’t cut you off! If you still have power to purchase at the end of your billing period (aka your ‘Account Review period’) we will email you a couple of days afterwards. Watch out for an email called ‘Account review coming’.

What is my tariff?

Prices & Rates

You tariff is the way your meter is set up. The most common set-ups are ‘inclusive’, ‘controlled/uncontrolled’, ‘day/night’ and ‘night only’.

What does controlled vs uncontrolled metering mean?

Meter know-how

If you have controlled/uncontrolled metering the power your network company is able to ‘control’ is measured separately to the power that they can’t. Most networks will give you a discounted rate on the power they can control – which is usually the supply to your hot water cylinder. This is because they are able to switch off the ‘controlled’ portion of your supply for short periods, for example when the demand on their network is high or there are faults or emergencies on their lines.

Smart meter reading not showing in account?

Troubleshooting

The smart meter readings recorded in your Powershop account are usually 24 hours behind real time. If you have a few days’ readings missing, it could be that there is a technical glitch that is causing the delay. Email us or call us on 0800 462 668 and we’ll get in touch with your metering company so that they can sort it out.

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Track your usage

Getting Started

We have a few nifty tools to help you keep an eye on how much power you’re using and understand when you typically use the most. Daily usage If you have a smart meter, your daily usage graph makes it easy to see any changes in your usage at a glance. So if your usage spikes or falls dramatically you can dig a little deeper to try to find out why.

Preferred payment methods and how to change

Payment

You can nominate either a direct debit or credit card as your preferred payment method. (Please note a 0.8% 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).

Why do my rates vary month to month ?

Prices & Rates

As a Powershop Classic customer, your rate will move with the seasons – up in autumn and winter when demand is generally higher, and down again in spring and summer when demand is generally lower.

What does inclusive metering mean?

Meter know-how

With inclusive metering, your local network company ‘controls’ a portion of your power – which is usually the supply to your hot water cylinder. However they charge you the same rate for the ‘uncontrolled’ and ‘controlled’ portions of your supply. Unlike controlled/uncontrolled metering, which charges a lower rate for power to appliances that are wired to your ‘controlled’ supply.

Do I need to buy power before I go away?

Troubleshooting

It’s totally your call. You can buy your Powerpacks before you go or, if the end of your Account Review period falls while you’re still away, we will buy power for you at your Standard Power rate, if you haven’t already bought enough. If you are going to be away at the end of your Account Review period and you think you might run out of pre-purchased power, just remember to make sure there are enough funds in your bank account/on your credit card to cover your bill.

Words you’ll hear

Getting Started

Here are a few expressions you’ll regularly hear us use: Account Review period – this is a bit like a billing cycle. We measure (and if necessary bill you for) your power usage between the start and end date of your Account Review period. Account Review – a monthly email and attached PDF that summarises your usage, transactions, meter readings and what (if any) you have to pay.

What if the Powerpacks I buy don’t cover my usage?

Shop for Power

Don’t worry, we won’t cut you off! If you use more power than you’ve bought, we’ll let you know. You can buy more power yourself or let us do it for you.

Are Powerpacks the only way to keep account updated?

Payment

You can add money to your Powershop account any time you like. Log in, go to ‘Transactions’, select ‘Account Statement’ then click on ‘Make a Payment’ and fill in the details.

Should other people in my area pay the same rates?

Prices & Rates

Not necessarily. Because your rates are tailored to whether you’re a low or standard user and your meter set-up, you could have a different rate to your neighbour or friends and family that live in your area. For example, if your neighbour is a low user and has a day/night meter, and you are a standard user with an inclusive meter, then your rates will be different.

What does day/night metering mean?

Meter know-how

If you have a day/night meter your ‘day’ usage and your ‘night’ usage are measured separately. Many lines companies charge a lower rate for the power you use at night time – which goes from 9pm to 7am in Christchurch and 11pm to 7am in most other areas. Sorry Auckland, your networks don’t offer a cheaper rate for power used at night.

My internet is down and I can’t buy power?

Troubleshooting

Don’t worry. With Powershop you can choose to pay for your power before and after you use it. So your power won’t be cut off if you run out of pre-purchased power.

How to avoid chilling bills this winter

Videos

Powershop’s Consumer Care Policy

Help

Powershop’s Consumer Care Policy We know that electricity is essential for all our customers. It’s important to your health and wellbeing, and for keeping you connected with your friends and family. Our Consumer Care Policy applies to our residential customers and is our promise to do our best to keep you safe and help you manage your energy costs.

What to expect email-wise

Getting Started

It’s good to talk. We’ll regularly keep in touch to let you know where you’re at with your account. We’ll also drop you a line when we’re running a promotion.

What if I buy too much power?

Shop for Power

Leftover power will stay in your account and go towards future months.

Why do my prices usually change each year?

Prices & Rates

Every year, everyone involved in the electricity supply chain reviews their costs and decides what to charge power retailers like us. Changes in those charges often lead to movement in the prices paid by power users like you.

What does night only metering mean?

Meter know-how

Night only metering means the power supply to certain appliances, for example a night store heater or hot water cylinder, can only be turned on at night. Night time goes from 9pm to 7am in Christchurch and 11pm to 7am in most other areas. Many lines companies charge a lower rate for the power you use at night time.

How to prepare for the future

Videos

How do I get the best savings?

Shop for Power

You can save by buying special discounted Powerpacks and Future Packs. These are discounted against your Standard Power rate. You can find the discounted special Powerpacks in the ‘Special Packs’ section of the Shop.

Why have you taken $1 from my bank account?

Payment

If you set up a direct debit on your Powershop account, we take $1 from your bank account to make sure the bank account details we have for you are correct. The dollar is then added to your Powershop account (not your bank account) for future use.

How does my meter set-up affect what I pay?

Prices & Rates

Your meter set-up – or your ‘tariff’ – determines: how much of your supply your lines company (or network) can control how your power is measured – that is, whether your meter can measure your day and night time usage, separately. Or whether your day and night time usage is bundled together. Generally, the power you use at night will cost less than the power you use in the day.

How do I know what my meter set-up is?

Meter know-how

Find it in ‘Your Rates’ in the ‘Usage’ tab of your desktop account. The most common set-ups are ‘inclusive’, ‘controlled/uncontrolled’, ‘day/night’ and ‘night only’.

Can I get a refund on Powerpacks if I change my mind?

Shop for Power

Yes. If you change your mind about buying a Powerpack you have 48 hours to refund the purchase yourself. Log in to your desktop account and click on the ‘Transactions’ tab.

What is a recharge card & how can I get it?

Payment

If you prefer to pay for your power with cash or by eftpos you can at any NZ PostShop using a Powershop recharge card. Your recharge card is associated with your Powershop account. Money is not stored on your recharge card.

Lower South Island - Control Period Demand charges?

Prices & Rates

What is it? Control Period Demand (CPD) is a fixed charge that lines company Aurora charges some of its customers (mostly, but not always, businesses). Aurora calculates each customer’s CPD value based on the electricity they used over peak periods from May to August.

How does my meter set-up affect what I pay?

Meter know-how

Your meter set-up – or your ‘tariff’ – determines: how much of your supply your lines company (or network) can control, and how your power is measured – that is whether your meter can measure your day and night time usage, separately. Or whether your day and night time usage is bundled together. If you have day/night metering you may pay less for the power you use at night (if the lines company in your network area incentivises usage at off-peak times).

Can I get a refund on Powerpacks?

Payment

Yes. If you change your mind about buying a Powerpack you have 48 hours to refund the purchase yourself. Log in to your desktop account and click on the ‘Transactions’ tab.

Can I change the way my meter is set up?

Meter know-how

Very likely. Give us a call on 0800 462 668 and we’ll look at some different options based on what you use and when in your household.

I think my meter is broken. What should I do?

Meter know-how

Keep yourself and others away from any live wires. And if it’s safe to do so shut off the mains switch. Call us on 0800 462 668 and we will contact your metering company to fix the issue.