Electric Kiwi Services
The fastest way to reach us is through live chat, where our team responds quickly during business hours. No old-school 0800 call centre or annoying hold music. Our AI Assist online helper is also there for even quicker answers.
If you contact us outside these hours, you can also send an email message or request a call back - we'll aim to get back to you within three business days.
For faults and outages, head here.
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.
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.
Otherwise, you can go straight to the reset password page.
> 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.
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.
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. Billy and Powerswitch are great independent websites where you will be able to find the best deal available for you on gas.
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.
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.
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.
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.
With our live chat service, we can quickly sort things Monday to Friday 8am to 8pm, Saturday 10am to 6pm, and Sunday 10am to 2pm. You can also drop us a line through email and request a call back when you need to.
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.
Outages
If your power is out, your first point of contact should be your local lines company. You can find their contact details on our power outages page, or quickly look them up in the Electric Kiwi app under More > Support > Outages.
There are a few other reasons your power may be out:
Disconnection for Non-payment If the property was disconnected due to an unpaid bill (with us or a previous retailer), we will confirm what is needed to get you reconnected, just drop us a line on chat.
Incorrect Address Sign-up If you accidentally signed up the wrong address, the property may have remained with a different provider and been disconnected for vacancy. If this is the case, reach out to us ASAP and we will update your account and arrange reconnection.
Mains Switch Sometimes the power is off simply because the mains switch has been turned off at the property. It is worth double checking your switchboard to make sure everything is switched on.
Vacant Property Disconnection If you have just moved in and the property was vacant, it may have been disconnected by the previous retailer or by Electric Kiwi. If so, give us a buzz and we can arrange a reconnection for you.
If your lines company is unable to help and believes the issue may be related to your property rather than the lines, and the above scenarios don't apply to you, please call our faults team on 0800 THE KIWI (843 5494) and select option zero.
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
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.
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.
To keep our prices low, bills can only be received via email to the email address specified for your account.
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.
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.
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.
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, but it can sometimes take a few minutes.
Account‑to‑account (A2A / bank transfer via our payment page):
Usually instant. You'll normally see the payment reflected on your balance straight away, but it can sometimes take a few minutes.
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. You'll normally see the payment reflected on your balance straight away, but it can sometimes take a few minutes.
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.
- 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.
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.
Our consumer care page is a great place to start. You'll find information on billing options, fees, payment support and plenty of tips to help keep your power bill down, along with a bunch of other handy stuff.
Cant find what you need?
Search for more topics below.
For connection issues head over to our outages page.