Frequently asked questions

Please read through the frequently asked questions and if you are still having trouble call 0800 773 729 to talk to one of our friendly representatives.

What is GLOBUG?

GLOBUG is a prepay electricity plan that puts you in control of your electricity costs, by allowing you to pay for electricity as you go. That means no more monthly bills - you simply top up when you need more electricity (just like a pre-pay mobile phone).

How do I join GLOBUG?

Joining GLOBUG is easy! You can Join online now, or call us on 0800 456 506 and the friendly GLOBUG crew will organise your move to GLOBUG.

How will I know that my GLOBUG account has been set up?

We will only set up your account after we have received confirmation that your top up payment cards have been delivered to your home.

How do I check my account balance?

There are a number of ways you can check your account balance

  • Download the GLOBUG app for Android or iOS. This will help you with Balance usage and you can even top-up from the app.
  • Visit the GLOBUG website "My account" section.
  • You can also call 0800 773 729 and follow the simple instructions. Make sure you have your top up payment card handy as you will need to enter the 7 digit card number on the back.

Hint: To sign in to the GLOBUG App or website you need the 7 digit card number on the back of your top up payment card.

Please note: When you make a top up payment in-store your new balance is printed on your receipt.

Why have I got $10 preloaded on my account?

This reserve credit gives you time to top-up when your GLOBUG app turns orange. This reserve credit will be deducted from your account balance when you close your GLOBUG account.

Can I see my daily electricity usage?

Yes! There are two ways to do this.

  • Download the GLOBUG app for Android or iOS. This has usage information by day week or month. You can also top-up from the app!
  • Visit the GLOBUG website "Your Account" section. You can click on the option View Usage. This will show you the cost of your power used on a daily basis and daily costs. Rate information will help you manage your electricity spend.

Hint: To sign in to the GLOBUG App or website you need the 7 digit card number on the back of your top up payment card.

Can I get a historic transactional statement?

Yes. You can generate a report for your historical usage and costs on the GLOBUG website. Once you have selected the date range and generated your report you will be able to save, print or email your statement. There is no cost for this service.

How did you estimate how many days my current balance would last?

The time remaining before disconnection information within the GLOBUG website and app is based on your usage over the last seven days, and is an indication only.

When I top up, how long will it take for my balance to be updated?

Your GLOBUG balance will update automatically when you make a top up payment. In most cases it takes less than a minute for the GLOBUG app to update.

How do I top up my GLOBUG account?

There are three ways to top-up:

  1. Top-up online using your credit or debit card or Internet banking. (Features available mid 2015).
  2. Top-up on the GLOBUG app using your credit or debit card or Internet banking.
  3. Top-up in store using one of the three payment cards that came with your welcome pack.

You can use these top up cards to pay by cash or EFTPOS over the counter at hundreds of dairies and convenience stores nationwide. Click here to find a location near you.

How do I get a replacement GLOBUG payment card?

If you lose all of your cards, please visit the GLOBUG website "Your Account" section and click on Lost Cards to order more.

Alternatively you can call us on 0800 773 729 and we will send you some more.

Replacement cards cost $25 for a pack of 3 cards and will be debited from your account balance.

Is there a minimum top up amount?

There's a minimum top up amount of $20.

How come not all of my top-up ends up on my GLOBUG account?

Any charges such as text notifications and top-up fees will be deducted from your balance. When using GLOBUG to repay debt, a percentage of your top-up will go towards reducing your debt. Debt can be made up of debt transferred from Mercury, the power used while switching to GLOBUG.

How does the debt balance work?

Your debt balance is made up of:

  • Any debt transferred from Mercury
  • The cost of power during the switch period

Debt is paid off over time by deducting a percentage of each top-up you make. This debt does not incur any interest charges or extra fees. Deductions from each top-up are:

  • From the 1st of October to 31st of May this is 25% of each top-up.
  • During winter months (1st of June to 30th of September), to help with winter power costs, this is reduced 10% of each top-up.

Does it cost anything to top up my GLOBUG account?

Yes, there are top-up fees that depend on the top-up method that you choose. The different fees reflect the costs associated with managing each service.

Top-up fees are:

  • In-store top-ups:75c including GST.
  • Debit and credit card top-ups:40c including GST.
  • Online banking:20c including GST.

How do I know when my power will disconnect?

When your GLOBUG app is orange, we recommend you make a top up payment before 11:30am the following day or your power will disconnect at midday.

When your GLOBUG app is red, we recommend you make a top up payment before 11:30am that day or your power will disconnect at midday.

How do I reconnect?

Top up your GLOBUG account so it has credit again, then go to the GLOBUG website "Your Account" section. Make sure you have your top up payment card handy as you will need to enter the 7 digit card number on the back. Click on Reconnect.

Alternatively you can call 0800 773 729 and follow the simple instructions to reconnect your power. Make sure you have your top up payment card handy as you will need to enter the 7 digit card number on the back.

For safety reasons we need you to confirm that it is safe to reconnect your power before we switch it back on. We request that you make sure all appliances are turned off and that a person over the age of 18 years is present on site

How much does it cost me to reconnect my power?

Nothing, it's free.

How long does it take to get reconnected once I top up my GLOBUG?

Once you have completed the reconnection process it nrmally takes just a few minutes for your power to reconnect. If it takes longer than two hours, please 0800 773 729 and let us know.

I don't have power. What do I do?

The first thing to do is check that your GLOBUG account has credit. There are a number of ways to check your account balance:

  • Download the GLOBUG app for Android or iOS. This will help you with Balance usage and you can even top-up from the app.
  • Visit the GLOBUG website "My account" section.
  • You can also call 0800 773 729 and follow the simple instructions. Make sure you have your top up payment card handy as you will need to enter the 7 digit card number on the back.

If you do not have credit, you need to top up and then reconnect your power by calling 0800 773 729.

If this doesn't work you should also check the circuit breaker in your house and that the power is on in your street. If houses nearby are also without power, it may be a power cut and nothing to do with your GLOBUG.

If you have done this and your power is still off, please call us on 0800 773 729.

Do I pay more on prepay than if I am on monthly billing?

Our goal is that you pay less. Our rates are very competitive, and you never pay disconnection or reconnection fees once you are a GLOBUG customer (note that you may pay a reconnection fee if your power needs reconnecting when you first join GLOBUG).

Here are a few tools to help you understand the reasons:

I am leaving my current property, how do I request closure of my account?

Visit the GLOBUG website "Your Account" section where you can advise us that you are leaving your current property and request closure of your account.

Does it cost me to call the 24/7 helpdesk 0800PREPAY (0800 773 729)?

The 0800 number is a freephone service if you are calling from a landline.

If you are calling from a mobile phone you will need to call 09 927 3665 - your standard mobile call costs will apply.

Do I still get my AECT dividend?

With GLOBUG you will receive the AECT or any other lines distributor's rebate or dividend for which you are eligible.

Is there a fee when I request my remaining GLOBUG credit to be refunded when I close my GLOBUG account?

When you close your account, any remaining GLOBUG credit can be refunded. If you elect to have your refund paid, you will receive a cheque payment by post.

There is an administration charge of $35.00 (incl. GST) to process a refund.

How can I get a historic transactional statement?

From the website you can get:

  • Daily, weekly or monthly consumption
  • Top up or payment history

If you want more information than that provided on the 'My Account' Page of the website or mobile App, you can request this information by emailing Helpdesk@globug.co.nz

Charges apply for this: $5.00 per statement for historic information for a period of 3 months or less.

How do I update my GLOBUG app?

Go to the app store (either android or iOS) and if your app needs updating you will be prompted to do so.

So tell me more about GLOBUG pricing.

GLOBUG offers Low Usage and Standard Usage electricity price plans.

Click here for more information on our pricing plans

Do you supply medically dependent customers?

If someone in your household is dependent on electricity for critical support, we strongly recommend that you remain on monthly billing and DO NOT connect to GLOBUG.

Manage my account

Contact us

Reconnect

0800 456 669

Join

0800 456 506

24/7 helpdesk

0800 773 729

Faults

0800 232 858