Getting started
Everything you need to know to get up and running. What to expect, how to shop, how to get the best savings and more.
Help centre
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
- My power is off – what should I do?
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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.
- How do I find out if there is an outage or fault in my area?
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Check out who to contact in your area at this address: https://www.powershop.com.au/contact-us/#faults
- I’ve moved house and my power is off?
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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.
- I rely on electricity for a medical condition. Do I need to tell you?
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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.
- I’m going on holiday. Do I need to buy power before I go?
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It’s 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 and you haven’t already bought enough power, we will buy power for you at your Standard Saver rate. 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 default payment method to cover your bill.
- How can I stop duplicate push notifications from the Powershop app?
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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.
- Why did I get an error message telling me to ‘update my browser’ when I logged into my account?
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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.
- Why is my Powershop app telling me that I need to update it?
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To use the Powershop app, you’ll need an iPhone using iOS 10 (or above) or an Android phone using 4.0.3 (or above) with a screen quality of 470dp x 320dp.
- Noticed the $$$ under ‘worth’ on your Powerpacks purchased page is looking a little different? Here’s why.
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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.
