Got a question about rewards?

Got a question about rewards?

You might find the answer below. But if you can't find what you're looking for, we've also got dedicated teams for all your enquiries and we're always happy to help.
 

REWARDS FAQS

The way we reward you has changed. You told us what you love, so our wonderful new home of rewards offers you more ways to earn and spend, like earning points when you pay your bill or by completing challenges in the app. Plus we’re including more great ways for you to use your rewards, like Free Power Days (we know you love them!)

To celebrate your anniversary with us, we'll even load bonus Free Power Day(s) to your account every year, it's our way of saying thanks for being a wonderful customer. Terms apply.

Residential customers will be able to sign up to earn points to spend on wonderful rewards. For more information about our new rewards, click here.

As part of launching, we've said goodbye to Airpoints Dollars™ and Mercury Dollars. Our new rewards uses ‘points’ as the new currency. If you’re an app user, you’ll also notice some changes. We’ll prompt you to download the latest version of the app so that you can make the most of rewards and all of our wonderful new features. We can’t wait for you to check them out!

Our rewards are limited to Mercury residential customers. If you’re not eligible, you won’t be able to sign up in My Account or via our App. But you’ll still be able to use all of our wonderful tools available to help you manage your account and energy use in these platforms.

Signing up is easy – you can do this via our app or My Account. Once you sign up, you’ll automatically start earning points on any bill payments made on time. To enjoy the full suite of rewards and benefits, you’ll need to download our app. Through our app you’ll be able to view your points balance, complete challenges to earn extra points, and cash your points in for a reward of your choice.

Yes, email us or give us a call on 0800 10 18 10 and we will get you signed up in no time.

Yes, here on your mobile and it will take you to the App Store or Google Play if you don’t already have the Mercury app installed.

To have the full rewards experience, we recommend you download the Mercury app. It’s the best way to boost your points balance with challenges, and you’ll need access to the app to spend your points.

If you don’t have access to the app, sign up to rewards on My Accountand you will still receive points every time you pay your bill online. However, you will need to wait to redeem any rewards until this functionality is available in My Account (coming soon in 2022).

Yes, rewards is an additional feature available in our app. So, if you choose not to sign up, or you aren’t eligible (and can’t see rewards showing in the app) you’ll still have all of our wonderful tools available to help you manage your account and energy use.

As we’ve changed to points, we’ll no longer be issuing or accepting Mercury Dollars in our app.

Any unspent Mercury Dollars leftover when we launched our new rewards in May, will have automatically been applied to your account as a credit. (Please allow 30 days for credits to show).

If you’re signed up for rewards, you’ll earn points every time you pay your bill on time. Plus, there will be loads of other ways to earn bonus points via our app, like completing challenges in the app. So be sure to download the app and check it out. Find out more about the different ways to earn points here.

We have a range of rewards available for you to choose to spend your points on – from bill credits to free power offers. We know you’ll love them!

Plus, we’ll be rewarding customers with bonus anniversary Free Power Days. The longer you’ve been a customer with us, the more you’ll get! Find out more about the different rewards you can earn here

You’ll need to download our app to redeem rewards. Once you’ve downloaded our app, you’ll be able to see your points balance and which rewards are available to you in the ‘Spend’ section. Simply follow the on-screen prompts to redeem the reward of your choice.

My Account doesn’t currently support the redemption of rewards, but we’re busy working on it.

A Free Power Day is a full 24 hours of free electricity for you to enjoy and includes all applicable usage, lines, EA levy and GST for that day.

Mercury customers have been enjoying Free Power Days for over 5 years. They’re a wonderful way for you to make the most of wonderful energy, and we’ll pick up the tab. You can earn Free Power Days as an anniversary bonus or by using your points to unlock one.

To celebrate your anniversary with us, we'll load bonus Free Power Days to your account, it's our way of saying thanks. for being a wonderful customer. If you have been with us for over one or two years, you will receive one Free Power Day on your anniversary month; if you have been with us for over three or four years, you will receive two Free Power Days , and if you’ve been with us for five years or more, you will receive three Free Power Days.

The month of your anniversary (and when you can expect your bonus Free Power Days) is shown in the app. If you’re eligible to receive an anniversary bonus, we’ll load these to your rewards account at the beginning of your Anniversary month, and you’ll have 90 days to lock them in. We will send you a reminder a day before your upcoming Free Power Day once you’ve locked it in.

 

Unfortunately, you are not able to change your Free Power Day once you’ve locked it in, so please choose carefully. We’re looking to make this feature available in the future.

On each anniversary of you joining rewards, any unused points more than 12 months old will expire and be removed from your rewards account within the Mercury App or My Account. For example, if your anniversary is 1 May 2024, any unused points earned before 1 May 2023 will expire and be removed from your balance. You’ll be able to see how many points are due to expire in the Mercury App and we’ll send you a notification to remind you to spend them.

We’ll make sure you get notified when you have points about to expire each year. So, we’re allowing plenty of time for you to build up that balance and redeem a reward of your choice.

We have dedicated teams for all your enquiries and we're always happy to help. If your points balance doesn’t look right, please email us or give us a call on 0800 10 18 10 and we’ll help you look into it.

Points will be allocated once payment is made and cleared, this may take up to 5 days.

In most cases, all of your eligible Mercury accounts should show under one profile in rewards. That means when it comes to redeeming a reward, you’ll be able to choose which account you’d like it applied to. The ability to transfer points to another Mercury customer isn’t currently available but is something we’re considering as a feature in the future.

If you are on your app, your rewards activity will be displayed on the rewards home screen.

If you are on your app, you can find your points balance on the rewards screen of the Mercury app; you can also find it under rewards in My Account.

You can see your points earned and spent under rewards activity on the rewards home screen on your app.

Once you sign up to rewards, all of your eligible Mercury accounts will appear under your rewards profile, meaning you will automatically earn points when paying any portion of your bill on time across all of your eligible accounts. When it comes to redeeming a reward, you’ll be able to choose which account you’d like it applied to.

Sorry, points are not transferable or redeemable for cash.

Please email us or give us a call on 0800 10 18 10 and we will be able to assist you.

Please email us or give us a call on 0800 10 18 10 and we will be able to assist you.

Once you leave Mercury, you’ll no longer be able to redeem your points for rewards, with one exception - we'll let you claim a bill credit as long as you've not yet been billed for your final bill. If you re-join Mercury within 90 days, you’ll be able to access and redeem your points again (less any points that have expired while you were away).

You will keep your progress if you put your account on hold for less than 90 days. This includes if you move and are in-between properties for a period of time.

Please note that the same person / account holder will need to open any new accounts for your rewards progress to be maintained, within this 90 day period.

We know sometimes our customers can be between properties for a little while – as long as the gap between your active accounts with Mercury is not longer than 90 days, we’ll keep your anniversary bonuses and reward points (less any points that have expired in the meantime).

In accordance with the New Zealand Privacy Act 2020, Mercury maintains high standards for the protection of data to ensure that customer information remains private and is only used for the purpose it was collected. Please read our Privacy Statement for more details.

In addition to as set out in our Privacy Policy, we may disclose your personal information to any of our third-party business partners to allow us and them to facilitate your use of rewards and the Mercury App and/or provide you with rewards.

Eligibility criteria and terms apply.

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