Frequently asked questions

Can I get a payment extension?

When we set up your account we gave you $10.00 credit. This allows you a one day extension to top-up before your power is disconnected. Remember to top-up before 11am so you don't get disconnected. If you're having difficulties paying your account, get in touch with us here to discuss your options.

Can I get a statement showing payments made, electricity used or proof of address?

Yes, you can! To do this:

• Log in to "Manage My Account"
• Choose "My usage"
• Select "Export Budget Report".

This report has everything you need. It shows your name, the address we supply power to and the cost of electricity used over the last 12 months.

I've lost my top-up cards, how can I pay?

If you're already logged into the GLOBUG App or website, you can top-up by making a credit/debit card or internet banking payment. You can even order a new card online too. Alternatively, get in touch with us here and we'll be more than happy to help you out.

Why does it cost me to call you?

Your mobile provider may charge you to call us on 09 475 7230 from a cell phone. The good news is there are free ways for you to get in touch:

• Free phone us from a landline on 0800 PRE PAY (0800 773 729)
• Email us at helpdesk@globug.co.nz.

Why did I get disconnected when I still have credit on my account?

When your GLOBUG balance drops below $10.00, you have until 11am the next day to top-up or your power will be disconnected. To remain connected, just keep your account balance above $10.00.

How can I join GLOBUG?

With GLOBUG there are no contracts, no bonds, no credit checks and it's easy to join. Just click here, follow the prompts on screen and we'll be in touch! It'll only take you around 5 minutes.

How long will it take for my GLOBUG account to be set up?

Although we aim to get your account set up as soon as possible, it can take up to 20 working days. But don't worry, your power won't be disconnected and we'll send you texts keeping you updated with our progress.

What is the cost I'll pay with GLOBUG? I'd like to compare this to my current company.

Grab a recent power bill, click here and follow the prompts on screen to get a bill comparison. Alternatively, give us a call on 0800 456 506 and we'll be happy to help.

When can I start topping up my GLOBUG account?

Just top-up as soon as you receive your payment cards. We'll send you a text reminder too.

How do I know when my GLOBUG account is set up?

We'll send you a text when your account is set up and it's time to begin topping up.

How do I pay for the power I use between when I join GLOBUG and when I get my cards?

We'll know how much power you've used once your account is set up. Instead of having to pay this in full like you would with other power companies, we'll add this amount to your account as a debt. We will simply deduct 25% off each top-up you make to pay it off.

Will I get disconnected while I'm waiting for you to set up my account?

Definitely not! Give us a call on 0800 PRE PAY (0800 773 729) if you do encounter any issues.

Do I need to contact my old provider and tell them I have switched power companies?

No, leave that to us! Once you've let us know you'd like to join, we'll take care of the rest.

How can I find out my current account balance?

It's easy to get your current account balance at any time:

• Log in to "Manage My Account"
• Text BAL followed by a space and your top-up card number to GBUG (4284).

What is my debt balance made up of?

Your debt balance is usually made up of the power you used while we were setting up your account and you were unable to top-up. It could also include any debt transferred from a previous power account. For a detailed breakdown, just get in touch with us here.

How do I know when to top-up?

You can log in to the GLOBUG App or "Manage My Account" to set up email, text or notification reminders to be sent to you.

Where can I find a full list of GLOBUGs service fees?

A full list of our current fees are available on our terms and conditions page here.

How do I log in to the GLOBUG App or website?

It's easy to log in to the GLOBUG App/website just:

• Log in to "Manage My Account"
• Enter the surname of the GLOBUG power account holder and card number
• Choose "Sign In".

How can I contact you?

The best ways to get in touch are:

• Free phone us from a landline on 0800 PRE PAY (0800 773 729)
• Email us at helpdesk@globug.co.nz
• Or complete the form here.

I've moved out, what do I do?

Let us know you've moved so we can stop charging you for power at your old address. To do this:

• Log in to "Manage My Account"
• Choose "Move out"
• Follow the prompts on screen.

Alternatively, you can let us know you've moved by getting in touch with us here.

Does it cost to close my account?

No.

What is the minimum top up?

The minimum top up amount is $10

Is the new GLOBUG App free?

Absolutely! It will also make it simpler for you to manage your account.

Why did I get disconnected when I still have credit on my account?

To stay connected you need to ensure that your GLOBUG account balance is above $10 credit. When your balance drops below $10 you have until 11:30am the next day to top-up your power, or it will be disconnected. Think of the $10 credit like a car’s reserve tank, it is a small buffer to get through to your next top up and minimise large negative balances.

I can’t log in. I keep getting an error message that says “Ooops! Sorry wrong card number and surname/phone combination.”. What does this mean?

Logging into the GLOBUG App is easy, you need to use your GLOBUG card number and your surname to log in. Here are a few things to remember:

• Your login is case sensitive, the first letter of your surname is Upper case, the rest is lower case.
• You will need to use your GLOBUG card number, rather than your credit or debit card. You can find your 7-digit card number on the back of your GLOBUG card.
• You will need to remove any extra spaces or punctuation marks (e.g. comma’s, full stops).

Its only 8am and the app says I have used $x amount of power, how is this possible?

GLOBUG will receive readings from your metering company between 24-48 hours after you have used that power, you are charged for power based on these readings. If you see a large charge early in the morning, this is for the power that you have used either yesterday or the day prior. For budgeting purposes, you may find it useful to look at the weekly and monthly usage. You can also download a budget report by logging into your “My account” on the GLOBUG website.

I have topped up my account after I got an alert saying my power was in red, but my account changed to orange rather than green. What does this mean?

Your account balance needs to be above $10 to change to a green status, if the balance is still under $10, this will only change the status from red to orange. To avoid a disconnection, you will need to make an additional top up before 11:30am tomorrow.

I’ve logged into my GLOBUG account, but the balance says it is unavailable - I got a warning yesterday saying I had to top up. What do I do?

There are several reasons this could have happened. We highly recommend contacting our customer care team on 0800 PRE PAID (0800 773 729) before attempting to top up your account.

I have switched electricity providers and now can’t log into the GLOBUG App. Is this normal?

Yes, once you have switched to another electricity provider you will no longer be able to log into the GLOBUG App. If you need any account specific information, you can contact us here.

My power was disconnected today, but the app didn’t give me a warning.

To ensure that you receive a low balance reminder notification on the app you will need to have:

• Your Wi-Fi or mobile data on at 7am
• Turned on at least one of the alerts under “reminders”. You have the option of setting up an alert for “today” and “before tomorrow”.
• Enabled “permanent notifications” on your mobile device. You will need to bring up your settings and change the GLOBUG App permissions if this has been disabled.
• You have the option of setting up additional alerts on the app, you can customise your own credit alerts for any amount between $15-$200

My app says I have “about X days remaining,” what does this mean?

This is approximately how many days you will have until your power is disconnected again. This is only an estimation and is based on your last 7 days of power. If your power increases or decreases for any reason this may not be accurate.

I’ve pressed the reconnect button about five minutes ago, but the app still says it is connecting. What do I do?

If you need to reconnect your power, the GLOBUG team recommends allowing up to an hour for your power to reconnect, in most cases it will be restored within 20 minutes. If your power has still not been reconnected within an hour, feel free to contact our customer care team here.

I’ve topped up, but I can’t press the “reconnect my power” option on the App, it looks like it has been greyed out.

Once you have topped up your Globug account, you will need to check the following:

• Your account balance is above $10
• Your payment has successfully been loaded on your account (has the balance increased?)
• Your connection status is disconnected

If you have no power, but your connection status has changed to “connected” you will need to call GLOBUG on 0800 773 729 or 09 475 7230 from a mobile phone to reconnect your power.

Can I set up an Automatic Payment on the GLOBUG App?

No, currently you only have the option of making one-off payments from your credit/debit card, or by using the internet banking option on the app. Alternatively, you can set up a weekly payment redirection from Work and Income – you will need to set this up with WINZ directly.