Got a question about My Account?

Find the answer to questions about your bills, updating your details and discover more about using My Account below.

If you can't find what you're looking for, let us help you. We've got dedicated teams for all your enquiries and we're always happy to help.
 
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My Account - FAQS


It's easy to register for My Account, click here and follow the instructions. 
 
 

Both business and residential customers are able to check and manage your Mercury account online 24/7 by heading to the My Account section of our website.

If you have questions and are a residential customer, simply call us on 0800 10 18 10 from 8am-8pm, Monday - Friday. Business customers can reach us on 0800 20 18 20.


Online


The My Account section of our website is a secure area where you can:

// Pay your bill (not available for all price plans)

// Check your account balance and payment due date

// Update your account details

// Monitor your energy usage

// Set up credit card payments (not available for half hour metered sites)

// Review your bills

// Change to online billing

// Donate to Starship



Over the phone


Give us a call on 0800 10 18 10 from 8am-8pm on regular business days and we can help you to:

// Check your account balance

// See when your next meter reading is scheduled

// Set up or change your payment option
 
// Find out when you'll receive your next bill

// Request a copy of your latest bill

// Enter your own meter readings

// Register for Airpoints™
 

If you're a business customer, please ring us on 0800 20 18 20.

 

 

Yes, you can update your My Account password in My Account. Simply follow the steps or screenshot below. 

  1. Click on ‘Update my details’ in the navigation Menu.
  2. Click 'Change password'
  3. Type in your old password
  4. Type in your new password and repeat
  5. Click ‘Save’.

Update your details now
 

Mercury-update-password.png

 

If you've forgotten your password, simply enter your email address here and you'll receive a link to reset it.


Yes, you can update your personal details in My Account. Simply follow the steps or screenshot below. 
  1. Click on ‘Update my details’ in the navigation Menu.
  2. Update the appropriate details
  3. Click ‘Save’.

Update your details now

Mercury-update-mydetails.png
 

If you've locked yourself out of My Account, please contact us to unlock your account. When you contact us please provide us with your email or Mercury Account Number. 
 
 

Yes you can pay your bill in My Account, you can pay through a one off credit card payment or you can set up a monthly payment. 

  1. Click on ‘Pay my bill’ in the navigation Menu.
  2. Select your payment method
  3. Follow the steps

Pay your bill now
 

Mercury-how-to-pay-my-bill.png

 

 
It's easy to sign up to receive your bill via email through My Account, simply follow the steps or screenshot below. 
  1. Click on ‘Manage my services’ in the navigation Menu.
  2. Click on 'Bill delivery' 
  3. Select option ' I want to receive bills by Email'
  4. Click ‘Save’. 
Sign up to receive your bill via email here

Remember you get an extra 2% off your monthly bill when you receive your bills by email and pay by direct debit.


Mercury-My-Account-Bill-Delivery-by-email-(2).png

 
 

Depending on how old your computer is and what browser you're using - there could be a few reasons why you can't see your online bill.

  1. Your Adobe Acrobat Reader version may not be compatible.You can download the latest version of Adobe Acrobat Reader from adobe.com/reader
  2. The bill link in your email may be split over two lines. This needs to be made into one line before you click on it. Or, cut and paste both halves of the line to make the whole link in your Internet browser.


Also, you can check your bills and transaction history online in the My Account section of the website.

If you've checked the above information and you still can't view your bill, please drop us an e-mail to service@mercury.co.nz and we'll endeavour to help you out as quickly as possible.

Business customers, please get in touch with us via business@mercury.co.nz for assistance.

 

 

Moving online is easy, simply follow the steps or screenshot below. 
  1. Click on ‘Move house’ in the navigation Menu.
  2. Update the appropriate details
  3. Click ‘Save’.
Update your details now


Mercury-moving-house-details-(4).png

 


 
 
It's easy to add an authorised account holder in My Account, simply follow the steps or screenshot below. 
  1. Click on ‘Update my details’ in the navigation Menu.
  2. Update the appropriate details
  3. Click ‘Save’.
Update your details now

Mercury-update-details-AAH.png
 
 

It's easy to register your Airpoints™ details in My Account, simply follow the steps or screenshot below.

  1. Click on ‘Update my details’ in the navigation Menu.
  2. Update the appropriate details
  3. Click ‘Save’.
Update your details now

  Mercury-update-airpoints.png

 

 

It's easy to enter your meter reading in My Account. Simply follow the steps or screenshot below.

  1. Click on ‘Manage my services’ in the navigation Menu.
  2. Click on 'Meter reading' 
  3. Enter you meter reading
  4. Click ‘Save’. 

Enter your meter reading now

Mercury-meter-read.png

 

 

You can get access to your consumption data regardless of if you are a current Mercury Customer or not. 

Mercury customers

Log into ‘My Account’ on your desktop computer, go to ‘update my details’ and then ‘consumption data request’. Simply fill in the form and you’ll be sent your consumption data via email within 5 working days. 

Mercury customers requesting authorisation for third-party agents

Log into ‘My Account’ on your desktop computer and go to ‘manage my services’ and then ‘consumption data request’. Simply fill in the form for the authorisation code request and you’ll get the authorisation code upon submission of form.  

Agents requesting customer data

All requests for customer data must be submitted via the EIEP  Transfer Hub using EIEP13C. Your EIEP13C request must also include the customer authorisation code (obtainable from our website) which we require to verify your request and the customer’s consent.  We will not be able to process any requests that do not contain the authorisation code. 
 
Consumption data requests will be responded to within 5 working days via the EIEP Transfer Hub.

Ex-Mercury customers

If you have not been a Mercury customer for more than 3 months, please call us on 0800 10 18 10 to request your consumption data or to get an authorisation code for a third-party to access your data. 

 
Yes, you can register to donate to Starship in My Account. Simply follow the steps or screenshot below. 
  1. Click on ‘Manage my services’ in the navigation Menu.
  2. Click on 'Donate to Starship' 
  3. Select option 'I would like to donate to Starship'
  4. In the ‘Amount of Donation’ field add in your donation amount. 
  5. Click ‘Save’. 
Sign up to donate to Starship now

Mercury-My-Account-Donate-to-Starship-(1).png
 
 
Yes, you can update your donation amount in My Account. Simply follow the steps or screenshot below. 
  1. Click on ‘Manage my services’ in the navigation Menu.
  2. Click on 'Donate to Starship' 
  3. In the ‘Amount of Donation’ field add in your new donation amount. 
  4. Click ‘Save’. 
Update your donation amount now

Mercury-starship-update-my-donation.png
 


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