Why can’t I pay my account when I have less than $1 owing?

We don’t process payments of less than $1. If your account has less than $1 owing we will ask you to pay this amount as part of your next transaction.

Will I be charged extra if I pay by credit card?

No you won’t be charged extra. Powershop does not charge credit card transaction fees.

Are Powerpacks the only way I can bring my account up to date?

You can add money to your Powershop account anytime you like. Log in, go to ‘Transactions’, select ‘Account Statement’ then click on ‘Add Money’ and fill in the details.

Can I get a refund on Powerpacks?

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. You should have a ‘refund’ button next to any transactions for Powerpacks you’ve bought in the last 48 hours.

You can still get a refund after 48 hours by calling us on 1800 462 668.

Your refund will be to your Powershop account and not your bank account or credit card.

We only refund to your bank account or credit card in exceptional circumstances, or if you close your Powershop account. For further details see our Refunds page.

If we’ve sent your Account Review in the time between you buying a Powerpack and asking for a refund, then we may not be able to provide a refund.

What is my preferred payment method and can I change it?

You can nominate either a direct debit or credit card as your preferred payment method. We’ll then use this payment method when an auto-payment is created on your account (for example when you buy a Powerpack). We’ll also use this method of payment when you have an outstanding balance at the end of your Account Review period.

You can set up and edit your preferred payment method by going to ‘Account Preferences’ in ‘Settings’ in your desktop account. You can also add other bank accounts/cards.

Why have you taken $1 from my bank account?

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 money is then added to your Powershop account (not your bank account) for future use.

I have more than one property. Can I pay separately for each one?

Yes. If you’d prefer to buy separate Powerpacks or make separate payments for different properties, let us know — call us on 1800 462 668.

Can I set up a regular payment for my power?

Yes. You can set up an automatic payment using BPAY. You can find our BPAY details on your Account Review and here.

Can I move my payment date?

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. Click on ‘Move Payment Date’ and follow the instructions. This button will only appear when a payment has been scheduled. There is a limit to how far you can move it.

How do I know when payment will be taken from my credit card or bank account?

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 be debited from your preferred payment method 13 days after we send you your monthly ‘Account Review’ email. We’ll tell you the exact date in your ‘Account Review’ email.

If paying on the date we’ve scheduled is going to be a problem you can move your payment date. Read how.

How can I pay?

There are a few ways you can pay:

By credit card — we accept Visa, American Express and Mastercard, and we don’t charge any credit card fees.

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. The money is then added to your Powershop account (not your bank account) as an account credit for future use.

By BPAY — you can use BPAY to make a payment on your Powershop account at any time. To do this, log in to your internet banking and follow your bank’s bill payment process instructions.

Powershop Australia’s Biller Code is 207720 and your reference number will be your Powershop Account Number.

You can find all these details on the PDF attached to one of your Account Review emails. You can also buy Powerpacks using BPAY. You’ll be given this option when you proceed through the checkout to pay.

Do I need to do anything around the time of my Account Review?

A couple of days before you’re due to receive your Account Review, we’ll email you if you haven’t bought enough Powerpacks to cover all of you usage for the month, or if your meter readings aren’t up-to-date. This email is called ‘Account Review coming’.

If you haven’t bought enough Powerpacks:

You can either:

  • log in to your account and buy the Online Saver pack from the Shop, helping you to get the best discount for your power usage; or
  • not do anything and we’ll buy the exact amount to cover how much power you’re short. This will be charged at your Standard Saver pack rate.

If we buy power for you, your ‘Account Review’ email will tell you how much will be purchased. Your ‘Account Review’ email will also tell you when the money will be debited from your bank account or credit card to cover this purchase. If you’d like to use a different payment method you can log in to your account on the desktop and pay for it yourself with another method.

We’ll always give you at least 13 business days notice before we take any money from your account. If paying on this date is going to be a problem you can also move your payment date. Read how.

Download our mobile app and you’ll also get a mobile alert at least three days before we make a transaction to let you know how much we are going to take, and when.

If your meter readings are not up-to-date (ie you don’t have a smart meter)

You can either:

  • enter a reading by logging into your desktop account or using the mobile app. Find out how to enter a meter read. Bear in mind that if the meter reading you enter is higher than we have estimated, you may need to buy more power; or
  • hold tight, and we’ll base your Account Review on estimate reading/s. If we do this we’ll update your account next time we receive an actual reading.

What is my Account Review?

Your Account Review is your bill. It’s an email with an attached PDF that summarises:

  • how much power you’ve used over the month;
  • how much that power cost at your Base Rates;
  • which Powerpacks have been used to cover this cost;
  • your meter readings;
  • whether or not you still have anything to pay on your account;
  • any grants, credits or refunds you’ve received that month;
  • if you have solar, your solar feed-in rebate; and
  • if you hold a concession, your concession rebate.

You can also see all of your transactions and Account Reviews online under the ‘Transactions’ tab on your desktop, or ‘Account History’ on the mobile app.

When will I be billed for my power?

We send you an Account Review once a month. If you’re all paid up for the month, you don’t need to do anything and this will just be a record of the Powerpack/s you’ve purchased. If you do have anything owing, we’ll send you the ‘Account Review coming’ email to remind you to top up your Powershop account with our Online Saver pack. You’ll have two business days from the day you receive the ‘Account Review coming’ email to top up your account at the best available discount.

If you don’t top up in those two days, and have an outstanding amount owing at the time you receive your ‘Account Review’ email, we’ll purchase the outstanding amount on your behalf at your Standard Saver discount.

You can check to see when you’ll receive your Account Review by logging in to your desktop account or above the Balance Circles on the mobile app. The start date is circled in your Power Organiser (the calendar on the right of your ‘Balance’ in your desktop account).