How can we help?
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Topics
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Why did I get a payment reminder?
You might have received a payment reminder email even though you've already paid us. Not to worry, this can happen from time to time if your payment hasn't been noted against your account when our automated process triggers the email.
If our payment details are correct, the reference matches your Slingshot account number, and you've cleared the complete balance - that's it! We'll get your payment once it has been processed and make sure your account is up to date.
You can log into My Slingshot to check the current status or set up an automatic payment method to avoid the reminder altogether.
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
How do I get a refund?If you have credit on your account that you'd like to get refunded, send us an email with your details and the amount you'd like back. We'll go over the process and let you know whether we need anything else – easy!
Our refunds are processed every Thursday and should be completed within the following few business days (depending on the banks).
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where is my invoice?Once a week, fortnight, or month (depending on your billing) we'll send you an email with a short bill summary to let you know that your invoice is ready. It briefly covers your total balance, any remaining amount from your previous bill, and your due date. Follow the link, log into My Slingshot, and you'll see your latest invoice – easy!
No email?
If you haven't received an email about your bill, you should:
- Make sure you've been connected – you shouldn't get a bill until you're up and running.
- Check your spam or junk folders – sometimes the email is there.
- Confirm your payment date – it might not be ready.
- Log into My Slingshot – you can find your invoices online.
If you still can't find your bill, get in touch and we'll help sort it out!
Previous invoices
You can find your past bills and payments under my bill history in My Slingshot should you ever need to refer back. You'll see a list of invoices from newest to oldest with the corresponding payment above it.
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Why am I overdue?You might have forgotten to pay your previous bill by the due date or charges have rolled over from your previous invoice – don't worry though, it happens to the best of us! If you're ever in doubt, double check your invoice.
If your services have already been temporarily restricted, check out our promise to pay feature and let us know when you can make a payment. Otherwise, you'll want to clear your balance and avoid hitting our overdue process in the future.
Get in touch if something isn't right with your charges and we'll help sort it out!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Can I download or print my invoice?Log into My Slingshot, choose the invoice you'd like to print or download, and click on the PRINT button near the top of your bill on the right hand side. You'll get the option to select your printer or save the invoice as a PDF file – easy!
Depending on the type of browser you're using, saving your invoice might not be obvious:
- For Internet Explorer and Firefox – select 'Microsoft Print to PDF'
- For Chrome – select 'Change' under the destination section and choose 'Save as PDF'
- For Safari – select 'PDF' and choose 'Save as PDF'
If you can't find your invoice, check out our helpful guide!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where is my payment?Learn about how you can help us locate any missing payments and how you can track your payment yourself.
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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.
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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.
- Bank account number payment completed from:
- Date of payment:
- Time of payment:
- Reference used on payment:
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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.
- Branch of NZ Postshop:
- Date of payment:
- Time of payment:
- Reference used on payment:
Prices in the telecommunications industry constantly change and we pride ourselves on providing cost effective broadband solutions. Price increases are something we never wish to proceed with although changes from the network provider result in us having to adjust prices accordingly.
Frequently Asked Questions
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As you probably know, we provide your broadband services over a fibre or copper connection that we rent from either Chorus or a Local Fibre Company (LFC). From time to time they increase rental charges, with our thin margins and low prices, we couldn't absorb the additional cost this time. Sorry – we hate price increases too.
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If you’re in a contract, our terms state that the charges for your service won’t increase until the end of that contract, unless the increase is as a result of a change in price from a supplier, which is the case here. Again, we really don’t enjoy putting up our prices, but in this case the cost was too much for us to absorb.
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If you would like to change your plan, simply jump on to My Slingshot to see what plan options are available for you.
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Price increases from network providers affect all Internet providers, which means other providers may increase their prices or pass on the cost in other ways. We are unsure which other providers may be increasing their prices
If you have any further questions, simply reply to the price increase email you received from us.
Can I change my billing date?You can choose to pay your bill weekly, fortnightly, or monthly in My Slingshot using our flexible billing feature. You can even select a specific day which is really handy for making sure your bill is paid just after pay day, not just before!
Please note
You’ll have to meet the following conditions to change your billing frequency:
- You’ve received at least one bill from us.
- You haven’t changed your billing frequency in the last 90 days.
- 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 billing options, a breakdown of your charges, or some other commonly asked questions:
Where is my credit?Credit applied to your account won't be visible until the following invoice – this might be why you can't see it yet! Once you've received a bill after the credit was added, you'll find it under the Other drop down below Extras in the Extras section (multiple extras, we know) which is near the bottom of your invoice.
As we bill in advance, you'll want to pay any remaining balance on your previous invoice even if it is incorrect. Don't worry though, the following bill (with the credit) will be cheaper to compensate.
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Why did my previous provider charge me?First and foremost, get in touch with your old provider so they can explain what the charges are for and make sure you aren't charged again. It's possible you've been charged for a notice period, a contract termination fee, or they're just unaware that you've changed providers.
If you haven't been connected with us yet, reach out to your current provider and advise them of your planned connection date so they can discuss potential charges and notice periods. We can reschedule your connection so you can give your provider the required notice if needed – just let us know!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
How do I change my payment method?You can set up an automatic payment method in My Slingshot at any time. You can add one on if you've been making manual payments, update your details if things have changed, switch between direct debit and credit card, or remove it all together – easy!
If you're unable to remove your payment method or something doesn't look right, get in touch!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where do my payments go?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:
- Running our network
- Running our New Zealand-based call centre
- Modems
- Staff costs
- And all the other costs that come with running a business in NZ
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Get the app!
Check your balance, manage payments, scan your Wi-Fi network and heaps more. You call the shots with the Slingshot app!
- Still have questions? The best way to get in touch with us is by email. Just choose the team you are wanting to reach and we will get back to you super-fast. Easy!
