Slingshot customers in the past may find that they have a credit left on their account for a variety of reasons such as:

1. Overpayment on your final invoice
2. Automatic payment left active for your account
3. Slingshot charging you incorrectly 

Either way, it's your money and we would love to return it to you. Send our team an email or chat with us online, we'll check if your owed any money and organise your refund. 

Frequently Asked Questions

• How long do your refunds take to complete?
  All our refunds are processed from our end every Thursday.
  
   We aim to complete all refunds for a designated period within 10 business days (of course the banks processing time is out of our control).
  
  If you have recently asked for a refund, and a Thursday has passed, send our team an email or chat to find out whats happening.
• Why would Slingshot owe me money?
  In some cases Slingshot customers have left with money left in credit on their account. This could be because of:

  1. Overpayment on your final invoice
  2. Automatic payment left active for your account
  3. Slingshot charging you incorrectly 

  Note: After six years, any unclaimed account balance more than $100 will go to the IRD. This complies with the Unclaimed Monies Act.

• Who is owed money and how much could I be owed?
  If you were a Slingshot customer in the past, we may owe you some money. The amount varies between customers from a few dollars to a bit more. 
• How can I claim my credit?
  We can certainly have your credit amount refunded back to you. Send our team an email with your Slingshot account number (if you have this information) or chat with us online. We can refund your credit directly bank to any New Zealand bank account or apply it to an existing active Slingshot account. 
• Where do refunds go if my account was paid by someone else?
  If your bills were paid by a third party organisation, eg, your employer or Work and Income, we can have this refunded back to you. Remember that it's up to you to let them know what's happening.

If you have made full payment of the total invoice amount in the last 2-3 working days, your payment will be processed. No further action is required. 

Did you know, to avoid overdue charges in future, you can set up an automatic payment - either by credit card or direct debit - by logging in to your My Slingshot Account. 

If you require further assistance please reply to the overdue email which was recently sent.

You didn't receive your bill from us? Below are some things to check to see why this could be

• Have you started getting services from Slingshot? we try not to send out an invoice until your broadband service is up and running, that way we can bill you appropriately from the day you are connected.
• Check your bill online - Simply login to your My Slingshot Account and your current balance will be displayed on the first page.
• If you did not get an email to say your invoice has been generated Send our team an email or chat with a member of our team online.

Learn about how you can help us locate any missing payments and how you can track your payment yourself. 

• Tracking my payment
  You can pay your invoices and check if your payments are received at anytime through your Slingshot My Account. Just login to your Slingshot My Account and your current balance will be displayed on your main dashboard.

  

Locating My Payment

Select how you completed your payment for information on how we can locate your payment. We recommend checking your bank statement first to ensure the payment transaction has successfully cleared.

• Internet Banking or Telephone Banking
  Payments completed through internet or telephone banking generally take 2-3 business days to process. You can check if your payment is received at anytime through your Slingshot My Account. If your payment is not received after 3 business days, send our team an email with the information listed below and we will do our best to locate your payment.
  
  

  1. Bank account number payment completed from:
  2. Date of payment:
  3. Time of payment:
  4. Reference used on payment:
• NZ Postshop
  Payments completed at the NZ Postshop do take 2-3 business days to process. You can check if your payment is received at anytime through your Slingshot My Account. If your payment is not received after 3 business days, send our team an email with the information listed below as well as a copy of your payment receipt and we will do our best to locate your payment.
  
  

  1. Branch of NZ Postshop:
  2. Date of payment:
  3. Time of payment:
  4. Reference used on payment:
• Cheque Payment at Westpac Bank
  Payments completed via Cheque at Westpac bank do take 2-5 business days to process. You can check if your payment is received at anytime through your Slingshot My Account. If your payment is not received after 5 business days, send our team an email with the information listed below as well as a copy of your payment receipt and we will do our best to locate your payment. 
  
  

  1. Cheque number:
  2. Date cheque presented at Westpac branch:
  3. Reference used on payment:

All credits applied to an account will show on your next invoice. You can see pending credits via MyAccount

This means full payment still needs to paid for any current balances and your next invoice will be cheaper. 

For example: If we apply a credit of $10 to your account and you have a balance of $100, the full balance of $100 is still owing. The $10 will come off of your next invoice.

You can choose to pay your bill weekly, fortnightly, or monthly. You can even pick the day of the week you pay your Slingshot bill on a weekly or fortnightly cycle, which is really handy for making sure your bill is paid just after pay day, not just before!

To change your billing frequency, simply log into My Slingshot and select ‘My Plan’ from the top right corner. Then click on the 'Billing Frequency' option.

Please note

You’ll have to meet the following conditions to change your billing frequency:

1. You’ve received at least one bill from us.
2. You haven’t changed your billing frequency in the last 90 days.
3. The service you have is up to date - legacy products aren’t compatible.

If you have a mobile on your account, this will still be billed every 30 days, regardless of the billing cycle you’ve chosen.

Need something else?

Check out our other billing options, a breakdown of your charges, or some commonly asked questions:

• Pay your bill
• Understand your bill
• Questions about your bill

Why am I overdue?

This may have been a result of an underpayment from a previous bill (see example below)

The previous amount of $10.72 is overdue from the previous bill.

This amount needs to be paid immediately, to prevent your account from being temporarily suspended. We recommend, in order to prevent blocking, that you pay the total due including the current billed charges.

Ways to pay:

Credit Card - click here to log in to your My Account and pay online, or call us on 0800 89 2733 to make a payment over the phone.

We recommend paying by credit card to ensure payment is received immediately.

Bank Transfer - our bank account number is 02-0290-0334411-00.  Use your customer number located in the invoice email sent to you as the reference code.

Please note: it takes 3 business days for these payment types to clear. If this payment is not received before the suspension date, your services will be blocked until the payment has cleared.

Need something else?

Check out our other billing options, a breakdown of your charges, or some commonly asked questions:

• Pay your bill
• Understand your bill
• Questions about your bill

That definitely shouldn't be happening!

If you've moved over to Slingshot and are still getting bills for the same services from your last provider your best bet is to get in touch with them directly to make sure they know your services are now with us.

You should have received an email from us when you signed up that will say when your services went live with Slingshot or you can contact us here and we can let you know when that was.

Common questions

• Will I be billed by my last provider?
  You may still incur charges from your previous provider if you have additional services with them, such as mobile phone services or broadband. Please contact your previous provider if you have any queries about these charges. 
• Are there any charges in changing providers? 
  Generally in changing providers there are no charges involved in this process. If there are any charges involved, we will inform you prior to the connection being completed. If you find that you have concerns relation to your invoice, we recommend contacting our team
• Do I need to give my previous service provider notice? 
  Dependent on your previous provider, there may be a required notice period or an early termination fee, therefore we recommend confirming this information with them before signing up. 
• Will I need to cancel my account with my previous provider?
  Slingshot will take care of your transfer of services and this normally will result in the cancellation of your last service provider account. We strongly recommend contacting your previous provider to ensure your account has been cancelled with them once you are connected with Slingshot.

For more info about our broadband price changes, check out this article.

Have you ever wondered where your telco spend goes? Spoiler: we don’t get to keep much of it. Here’s a breakdown of costs for our typical copper customer without phone:

Of that small portion that comes to us, we use to pay for:

1. Running our network
2. Running our New Zealand-based call centre
3. Modems
4. Staff costs
5. And all the other costs that come with running a business in NZ