Our aim is to help make things simpler not harder.
Help topic: Troubleshooting
Okay, why isn’t this working? We’ve got your back, sort your troubles here.
All Troubleshooting questions
From 14 May, we’re changing up the name of the Account Review to be referred to as the Bill. Makes sense, hey! We’ll be working to change this across our whole platform – some areas will change a little faster than others, but rest assured we’re working on it. Here are some A’s to any Q’s you might have about this change:
Your power could be off for a few reasons — eg extreme weather, damage to 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 things first: check the mains switch is in the ON position (it should be left in the OFF position when waiting for your power to be turned on). If you don’t know how to check, or have any problems, give us a call on 1800 462 668.
Yes. If you or anyone at your property relies on a continuous supply of electricity for critical medical support such that if you were cut off it may cause serious harm or loss of life, you need to let us know.
It’s your call. You can buy your Powerpacks before you go or, if the end of your billing period falls while you’re still away and you haven’t already bought enough power, we will buy power for you at your Auto Pay rate. If you are going to be away at the end of your billing period and you think you might run out of pre-purchased power, just remember to make sure there are enough funds in your default payment method to cover your bill.
If you have old mobile devices linked to your Powershop App, you might receive duplicate push notifications. You can unlink old devices by jumping into your Powershop app, heading to Settings > Account Settings > Unlink other devices.
To get the best out of your online account, you need to be using a recent version of Chrome, Firefox, Safari (Mac OS) or Edge. If you are using Internet Explorer 11 or an older version of any of the above browsers, your experience may be less than perfect.
Prior to 1 July 2018, ‘worth’ told you how much power you were purchasing in each Powerpack based on your Base Rates. Since we’ve removed the Bates Rates Powerpack and introduced the shiny new Auto Pay pack (which has a much lower rate) the ‘worth’ looks lower than it previously did.