Electric Kiwi Services
How do I get in touch with Electric Kiwi?
The fastest way to reach us is through live chat, where our team responds quickly during business hours. No old-school call centre or annoying hold music.
If you contact us outside these hours, send an email message or request a callback we'll aim to get back to you within one business day.
For faults and outages, head here.
If you contact us outside these hours, send an email message or request a callback we'll aim to get back to you within one business day.
For faults and outages, head here.
Why is Electric Kiwi call centre free?
With our live chat service, we can quickly sort things between 8am and 8pm on business days and 10am and 6pm on weekends. You can also drop us a line through email and request a call back when you need to. After all who wants to wait in a call centre queue?
I'm not happy, who should I contact?
At Electric Kiwi we want to do right by our customers. If you have an issue we'll always do our very best to sort it out as quickly as we can, so please get in touch if you have a problem.
For more on how we can support you, check out our Consumer Care page and Consumer Care policy.
Free and independent services are available for any unresolved complaints.
For broadband or mobile disputes or complaints:
You can contact Telecommunication Dispute Resolution on 0508 98 98 98 or at www.tdr.org.nz.
For electricity disputes or complaints:
You can contact Utilities Disputes on 0800 22 33 40 or www.udl.co.nz.
For more on how we can support you, check out our Consumer Care page and Consumer Care policy.
Free and independent services are available for any unresolved complaints.
For broadband or mobile disputes or complaints:
You can contact Telecommunication Dispute Resolution on 0508 98 98 98 or at www.tdr.org.nz.
For electricity disputes or complaints:
You can contact Utilities Disputes on 0800 22 33 40 or www.udl.co.nz.
I'm not a customer yet, how can I contact Electric Kiwi?
If there is anything you can't find the answer to in our FAQs, just contact us.
How does Live Chat work?
The fastest way to get in touch with us is through live chat, either in the app or on the Electric Kiwi website.
When you start a chat, our AI assistant can help with quick answers to common questions. If you need more help or want to speak with someone, a team member will join the chat. If we're online, you'll usually get a response in seconds.
If we're offline or the AI can't help, just leave us a message and we'll get back to you within 1 business day.
When you start a chat, our AI assistant can help with quick answers to common questions. If you need more help or want to speak with someone, a team member will join the chat. If we're online, you'll usually get a response in seconds.
If we're offline or the AI can't help, just leave us a message and we'll get back to you within 1 business day.
I can't log in to my account, who do I contact?
If you have forgotten your password, click the "Forgot password?" link under the login box on the website login page or on the app and enter the email address linked to your account. Instructions to reset your password will then automatically be sent to that email address.
If it's your first time logging in, you can find your temporary password in the first welcome email we sent you.
If you are still having trouble logging in, please contact us with your name, the property address connected to Electric Kiwi or to get it resolved ASAP jump on live chat. The team will ask a couple of security questions and get you logged in within a couple of minutes.
If it's your first time logging in, you can find your temporary password in the first welcome email we sent you.
If you are still having trouble logging in, please contact us with your name, the property address connected to Electric Kiwi or to get it resolved ASAP jump on live chat. The team will ask a couple of security questions and get you logged in within a couple of minutes.
Can I join if I have gas?
You can still join Electric Kiwi if you have gas. Electric Kiwi do not supply household gas mains, or bottles to your property. Depending who you're with your gas can remain with your current supplier.
If your current provider does not support a "gas only service", you'll need to find another gas provider while changing to Electric Kiwi. Powerswitch is a great independent website where you will be able to find the best deal available for you on gas.
If your current provider does not support a "gas only service", you'll need to find another gas provider while changing to Electric Kiwi. Powerswitch is a great independent website where you will be able to find the best deal available for you on gas.
What if I don't receive Electric Kiwi emails?
If you're signed up and not getting our emails, give the below steps a try:
Check your email Junk folder for emails from Electric Kiwi.
Mark the Electric Kiwi email as "Not Junk".
If you still don't receive our emails or need a hand, go to our contact us page and drop us a line and we'll get you sorted.
Check your email Junk folder for emails from Electric Kiwi.
Mark the Electric Kiwi email as "Not Junk".
If you still don't receive our emails or need a hand, go to our contact us page and drop us a line and we'll get you sorted.
Where can I download the Kiwi Central app?
With our handy app you can update your Hour of Power, check your usage, view your previous bills, make payments, speed up your mobile plan when you need more fast data, and more.
It's super easy to download on the App Store or on Google Play and uses the same login details as your online account.
If you're on Android, you'll need to be running at least Version 5.1 – Lollipop or greater. For Apple, it requires iOS 11 or later.
Make sure to leave a review to let us know what you think.
It's super easy to download on the App Store or on Google Play and uses the same login details as your online account.
If you're on Android, you'll need to be running at least Version 5.1 – Lollipop or greater. For Apple, it requires iOS 11 or later.
Make sure to leave a review to let us know what you think.
I am moving house, what should I do?
If you are moving into a new place, Electric Kiwi can make sure that your electricity and broadband is connected at your new house when you arrive. While joining Electric Kiwi just let us know your move in date, and we'll take care of the rest.
For current customers, just log into your app or online account and use the moving house option, that way we can get everything sorted in the background – and you can focus on the important things, like moving house! Ideally give us at least 48 hours notice.
For current customers, just log into your app or online account and use the moving house option, that way we can get everything sorted in the background – and you can focus on the important things, like moving house! Ideally give us at least 48 hours notice.
I'd like to change plans or check if I'm on the right one - what should I do?
Just get in touch with our team and we'll help you out. The quickest way is through live chat, but you can find all the ways to contact us on our support page.
Does Electric Kiwi use AI to help with customer queries?
Yes, we use an AI assistant in our live chat to help answer common questions quickly and make things easier for you.
If you need more help or want to chat with a real person, our human team is available to step in. You'll always know when you're talking to the AI, and it's easy to connect with a real team member whenever you like. For more details, check out our AI Assist page.
How do I log into the app or portal?
When you log in to our app or portal, we use Multi-Factor Authentication (MFA) to help protect your account. After entering your email address and password, you’ll be asked to enter a one-time verification code sent to your email address. This extra step helps prevent unauthorised access, even if someone knows your password.
How to log in
1. Open the Kiwi Central app or go to my.electrickiwi.co.nz
2. Enter your email address and password for your account
3. We'll email you a code, open your email and find the message from Electric Kiwi
4. Enter the code from your email on the App/Portal screen
5. Verify the code
6. You're logged in
Things to know
The code is valid for five minutes. If it expires, you’ll need to request a new one.
Outages
My electricity is out. Who should I contact?
If your power is out, it's best to get in touch with your local lines company, whose contact details can be found on our power outages page.
Otherwise you can quickly find the relevant contact details for your address in the Electric Kiwi app under More > Support > Outages.
If for any reason the lines company aren't able to help and think the issue may be to do with your property rather than the lines, call our faults team on 0800 THE KIWI (843 5494) - select option zero.
Otherwise you can quickly find the relevant contact details for your address in the Electric Kiwi app under More > Support > Outages.
If for any reason the lines company aren't able to help and think the issue may be to do with your property rather than the lines, call our faults team on 0800 THE KIWI (843 5494) - select option zero.
What should I do if my internet service is out, or I'm having connection issues?
If your broadband isn't currently working as expected, head over to our dedicated broadband troubleshooting page.
You'll be able to check for any outages in your area, and run through some troubleshooting steps to get back up and running if needed.
You'll be able to check for any outages in your area, and run through some troubleshooting steps to get back up and running if needed.
What should I do if my mobile service is out, or I'm having connection issues?
If your Kiwi Mobile isn't currently working as expected, head over to our dedicated mobile troubleshooting page.
You'll be able to check for any outages in your area, and run through some troubleshooting steps to get back up and running if needed.
You'll be able to check for any outages in your area, and run through some troubleshooting steps to get back up and running if needed.
Billing & Payments
What payment options are available with Electric Kiwi?
Direct Debit / Recurring Payment
During our secure sign-up process, you can add your preferred bank account or card details for payment. We'll automatically debit the amount owing each fortnight, month, or week on whichever day suits you best. Everything's sorted online, so no paper forms are required.
We'll email your bill at least two business days before payment is due, and the amount will be based on your actual electricity usage.
There is no surcharge for Direct Debit payments from a bank account. If you opt for recurring payments from your credit or debit card, a 0.75% surcharge will apply to each bill. Your bank may charge you for direct debit authorisation, check with them if you're unsure.
Instant payments
You can also make instant payments using a credit or debit card, or your bank account. No surcharge applies for these instant payments.
For more info see our payment options and service fees pages.
During our secure sign-up process, you can add your preferred bank account or card details for payment. We'll automatically debit the amount owing each fortnight, month, or week on whichever day suits you best. Everything's sorted online, so no paper forms are required.
We'll email your bill at least two business days before payment is due, and the amount will be based on your actual electricity usage.
There is no surcharge for Direct Debit payments from a bank account. If you opt for recurring payments from your credit or debit card, a 0.75% surcharge will apply to each bill. Your bank may charge you for direct debit authorisation, check with them if you're unsure.
Instant payments
You can also make instant payments using a credit or debit card, or your bank account. No surcharge applies for these instant payments.
For more info see our payment options and service fees pages.
Why do I have a transaction from Electric Kiwi?
On the day your first service gets connected we will be deducting a $4.99 Payment Authentication to verify your payment method. This will be credited back on your first bill.
Does Electric Kiwi have any other ways to help me budget?
Absolutely!
Choose when you pay
Pick weekly, fortnightly, or monthly payments. We'll schedule payments for the day that works for you.
Stay Ahead
With Stay Ahead, your account tops up automatically when your balance hits zero. You set your top-up amount ($50 or more), we handle the rest. Stay Ahead has zero surcharges on all payments.
Instant Payments and Balance Alerts.
Top up your account anytime or set a balance alert, and we'll let you know if charges go over your chosen amount.
For budgeting advice, bill-saving tips, and available support, check out our Consumer care page.
Choose when you pay
Pick weekly, fortnightly, or monthly payments. We'll schedule payments for the day that works for you.
Stay Ahead
With Stay Ahead, your account tops up automatically when your balance hits zero. You set your top-up amount ($50 or more), we handle the rest. Stay Ahead has zero surcharges on all payments.
Instant Payments and Balance Alerts.
Top up your account anytime or set a balance alert, and we'll let you know if charges go over your chosen amount.
For budgeting advice, bill-saving tips, and available support, check out our Consumer care page.
How often will Electric Kiwi send a bill, and where will it be sent to?
We'll email your first fortnightly bill two weeks after the date your switch to Electric Kiwi completed. If you would prefer to receive your bill each week or each month you can update your billing cycle at any time by simply logging into your online account or app.
To keep our prices low, bills can only be received via email to the email address specified for your account.
To keep our prices low, bills can only be received via email to the email address specified for your account.
Why is my power bill higher than last month?
Your bill will more than likely be higher because you have used more electricity. You are charged based on the amount of electricity used per month/fortnight/week depending on your billing cycle. In general, you will use more electricity in the winter months than summer, so your bill will be higher during these times.
If you would like to understand your electricity usage more, log in to your Electric Kiwi account at any time to see your daily usage. There's also some handy info on our consumer care page. If you're still unsure, just contact us.
I need a copy of my last bill but can't find it in my email, what should I do?
No worries! Just log in to your Electric Kiwi account on the website or with our app to find your payments history. You can download any of your previous bills at any time. Otherwise just contact us and we'll help you out.
Does Electric Kiwi offer smooth pay?
Electric Kiwi does not currently offer a smooth pay option, instead our customers have the choice to pay for their electricity on a weekly, fortnightly or monthly basis.
How can I auto top-up my account balance with the Stay Ahead option?
At Electric Kiwi, we have a simple way for you to keep your balance positive.
The Stay Ahead payment option is available in the app or online account, simply activate Stay Ahead and set the top-up amount. You can turn off the Stay Ahead option whenever it suits you.
If you choose to turn Stay Ahead on, your account will top-up automatically when your balance reaches $0.00. You set the top-up amount at $50 or greater and we do the rest.
Stay Ahead has the added benefit of zero fees (that's right - no surcharges!) across both direct debit and credit card payments.
The Stay Ahead payment option is available in the app or online account, simply activate Stay Ahead and set the top-up amount. You can turn off the Stay Ahead option whenever it suits you.
If you choose to turn Stay Ahead on, your account will top-up automatically when your balance reaches $0.00. You set the top-up amount at $50 or greater and we do the rest.
Stay Ahead has the added benefit of zero fees (that's right - no surcharges!) across both direct debit and credit card payments.
Can I request a refund for my WINZ payments?
We no longer process refund requests into nominated accounts for WINZ redirections. Instead, these payments will be reversed back to the original account paid from. However, MSD has confirmed that their clients can contact them to arrange a payment for any reversed balances.
Customers have two options to choose from if their account is active and in credit:
Customers have two options to choose from if their account is active and in credit:
- We can reverse the balance back to the Ministry of Social Development/ Work and Income New Zealand.
- You can keep your account with us in credit, which will then go towards your bills.
Are there other charges I could be billed for?
There are additional costs for specific services that are not part of your normal supply costs. The charges are based on the additional cost of each service (incl. GST). For a detailed look at these charges see here.
What card provider can I use to pay?
If you choose to pay by debit or credit card, we accept Visa, Mastercard, and Amex.
How long does it take for my payment to clear?
It depends how you pay:
Direct debit:
Can take up to 3 business days (or 5 calendar days) to fully clear and show on your account.
Credit card / debit card:
Usually instant. You'll normally see the payment reflected on your balance straight away.
Account‑to‑account (A2A / bank transfer via our payment page):
Usually instant.
Direct debit:
Can take up to 3 business days (or 5 calendar days) to fully clear and show on your account.
Credit card / debit card:
Usually instant. You'll normally see the payment reflected on your balance straight away.
Account‑to‑account (A2A / bank transfer via our payment page):
Usually instant.
Why does my direct debit take longer to clear?
Unlike a recurring card payment, direct debits are processed by the banking system in batches, so your payment can take a few days to fully clear.
My payment is pending but my bill shows as overdue. Will I be disconnected?
If you've made a payment and it's within the normal clearance time:
Direct debit: up to 3 business days / 5 calendar days
Card or Account to Account: usually instant
We won't disconnect you just because your payment hasn't fully cleared yet.
If you've received a disconnection notice and you're unsure whether your payment has gone through, please get in touch with us and we'll check it for you.
Direct debit: up to 3 business days / 5 calendar days
Card or Account to Account: usually instant
We won't disconnect you just because your payment hasn't fully cleared yet.
If you've received a disconnection notice and you're unsure whether your payment has gone through, please get in touch with us and we'll check it for you.
I paid by card / A2A and still can't see it. What should I do?
Card and A2A payments usually update your balance straight away. If you don't see the payment:
- Double‑check your bank or card statement to confirm it was processed.
- If it's showing as paid at your bank but not on your Electric Kiwi account, contact us so we can look into it.
How can I check if my payment has gone through?
You can:
- Log in to your Electric Kiwi account and check your latest balance and payment history.
- Check your bank or card statement for the transaction.
- If something doesn't look right, get in touch and we'll help you sort it.
What counts as a "business day" for payment clearance?
Business days are Monday to Friday, excluding public holidays. Weekends and public holidays don't count towards the 3‑business‑day direct debit timeframe, which is why we also say it can be up to 5 calendar days in total.
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For connection issues head over to our outages page.