Your new account experience - explained

Once your account has been moved to the new billing system, you will notice some differences when accessing your account online and on your bill.

Your Meridian app will also stop working, so you will need to download the new one if you wish to continue using the app.

Download the app (App Store / Google Play)

We’re upgrading to a new billing system that uses smarter technology, giving us a stronger foundation to introduce new products and services over time. These products are designed to help you get more from your energy spend while contributing towards a cleaner energy future.

When we talk about a cleaner energy future, we mean making it easier for customers to use electricity more efficiently and make choices that reduce emissions over time. This includes using technology that supports smarter energy use, and new tools and products that help customers better understand and manage their energy use.

Accounts are being moved in stages as new system functionalities are unlocked to support the move. This means we are unable to give a timeframe for your specific move to the new system. 

The move typically takes 3-6 days from start to finish. 

During this time, some features may be temporarily unavailable. Don’t worry, any payments made during this time will still be allocated to your account. 

You may notice changes such as:

• A different look and layout when you access your account online or in the app
• Changes to available features (but don’t worry, we are working quickly to bring features online – including new ones!)
• A difference in the way your bill is presented

Nothing about your agreement, plan, or pricing is changing because of this change. 

Most common account functions will still be available. Some features may be temporarily unavailable or work slightly differently; but don’t worry, we are working quickly to bring features online – including new ones!

If you have feedback or suggestions for us, please pass it on to us through this feedback form. Your feedback helps drive what comes next. 

No. Once your account has been moved to the new billing system, it isn’t possible to revert to the previous system.

You can log in to your account on our new system through your web browser or through our new mobile app.

Note: The new app will only work if your account has been moved to the new system. If the old app is still working for you, then your account has not yet been moved. 

Here’s how to get started:

• Download the new Meridian app (App Store / Google Play), or
• Click here to open in your browser.

Log in - no password needed

Enter the email address that is registered to your account. We’ll email you a one-time log in link; open it to get started. (The link expires after a short time - you can request a new one anytime).

You can use your account in the mobile app or in a web browser on your phone, tablet or computer.

Once your account is in the new system, the old app and old online portal will no longer work for you.

Helpful tips:

• Use the same email address that’s on your account.
• Open the link on the same device you requested the link from.
• Can’t see the email? Check junk/spam or request a new link.

Yes, all accounts that are linked to your email address will appear under the one login.

Click the dropdown arrow to the right of your account number/name within the menu to see all other accounts that are linked.

If your account has not yet been moved into our new system, you will not be able to log in on the new mobile app or new online portal.

You’ll still be able to log in to your account as normal through our website or if you already have the Meridian app downloaded, you can continue to use this.

We’ll email you when the move is underway for your business account and again once it’s complete.

Make sure you’re using the same email address linked to your account, and don’t forget to check your junk folder.

To receive a login link and code, follow the instructions below.

• Download the new Meridian app (App Store / Google Play), or
• Click here to open in your browser.

Log in - no password needed

Enter the email address that is registered to your account. We'll then email you a one-time login link and a 6-digit code. You can either:

• Open the link to get started, or
• Enter the 6-digit code on the login page

Both options work, so you can use whichever is more convenient for you. You can use your account in the mobile app or in a web browser on your phone, tablet or computer.

Note that the link and code expire after a short time, but you can request new ones anytime.

Once your account is in our new system, the old app and old online portal will no longer work for you.

Helpful tips:

• Use the same email address that’s on your account.
• If using the link, open it on the same device you requested it from
• Can't see the email? Check junk/spam or request a new link and code

Passwords are out; login links and codes are in. It's a safer, faster way to sign into your account.

We’ve switched to login links and codes only. This is a more secure way to sign into your account. 

The existing Meridian app will stop working once your account is moved to the new system.

Since the old app is tied to our outgoing billing system, you will need to download the new Meridian app (App Store / Google Play), or click here to log in via your browser.

You can log in to your account on our new system through your web browser or through our new mobile app.

Here’s how to get started:

• Download the new Meridian app (App Store / Google Play), or
• Click here to open in your browser.

Log in - no password needed

Enter the email address that is registered to your account. We’ll email you a one-time log in link; open it to get started. (The link expires after a short time - you can request a new one anytime).

You can use your account in the mobile app or in a web browser on your phone, tablet or computer.

Once your account is in the new system, the old app and old online portal will no longer work for you.

Helpful tips:

• Use the same email address that’s on your account.
• Open the link on the same device you requested the link from.
• Can’t see the email? Check junk/spam or request a new link.

In the mobile app, select the menu icon (three horizontal lines) in the top-right corner to open the navigation menu. On a tablet or in your web browser, the menu shows on the left side of the screen.

Then click the dropdown arrow to the right of your account number/name to see all other accounts that are linked.

This depends on how you pay us. See below:

Credit/debit card:

For security reasons, card details can’t be transferred to the new system. Once your account has been moved, you’ll need to re‑enter your card details if you wish to continue paying this way.

Direct debit:

If you pay by direct debit, your payment setup will carry across and no action is required.

Direct credit (bank transfer):

Our bank account details remain the same, and your payments will continue to be matched up as normal. Payments made using your old account number as the reference will continue to be matched up; however, we suggest changing your payment references to include your new Meridian account number.

Rural supplier:

If you pay through one of our partnered rural suppliers, your details will carry across, and your arrangement will continue as normal.

Learn more about your payment options on our payment options webpage.

For security reasons, we couldn’t transfer saved card details to the new system. To keep paying by card, log in to your account and add your card details before your next bill is due.

Note: Credit/debit card payments incur a 0.76% card fee.

How to reload your credit/debit card (below shows the mobile app)

• In the mobile app, select the menu icon (three horizontal lines) in the top-right corner to open the navigation menu
• On a tablet or in your web browser, the menu shows on the left side of the screen
• Select ‘Payments’ in the navigation menu
• Click the 'Add card details' button
• Enter your payment details and submit
• Your auto-pay method is now set up!

Please note that due to updated security protocols, we can’t update card details for you over the phone.

If you’d like to instead pay by direct credit (bank transfer), visit our payment options webpage to learn more.

You can now make one-off payments via credit or debit card by logging into your account in the new mobile app or via our website.

Alternatively, you can make a one-off payment via direct credit (banking transfer). Please visit our payment options webpage to find our bank account details and reference information. 

How to add a direct debit payment method
(the image above shows the mobile app)

1. In the mobile app, select the menu icon (three horizontal lines) in the top right corner of the screen to open the navigation menu
2. On a tablet or in your web browser, the menu shows on the left side of the screen
3. Select ‘Payments’ in the navigation menu
4. Tap the ’Add account details’ button
5. Enter your direct debit details and submit
6. Your direct debit payment method is now set up!

No need to worry, we will still match your payment up to your account.

Your bill will look different due to the new billing system layout. All key information is still included! It’s now just presented differently. 

Head to the ‘My Profile’ section of the mobile app or web login. You can find this in the menu in the top right on mobile, or in the side menu on tablet or desktop.

Once you are in the ‘My Profile’ section, select ‘View my plan’ and you'll find your rates there.

The only thing you need to do is ensure that your credit/debit card payment method is set back up if you prefer to pay this way, as we could not transfer card details to the new system for security reasons.

If you pay via direct credit (bank transfer), we suggest updating your payment reference with your new account number, though we will still be able to match up payments made using your old account number as the reference.

Other than this, there is no action required from you.

You will need to contact us to do this, as they cannot be updated via the mobile app or web portal. Visit our contact us page to get started. 

We are working on this. In the meantime, please contact us and we will be able to get these to you. 

This is simply a move from an older billing system to a new one, so it may happen in the background without notice to you.

When the change is underway, you will lose access to the old Meridian app. Your monthly bills will also look different, and you will notice changes when you log in through our website. 

Once your move to the new system is completed, the email address we will email you from with important information such as your bills will be service@business.meridian.co.nz.

Please add this email address to your safe sender list or save to your contacts to ensure you don’t miss anything from us. 

The email will come from service@business.meridian.co.nz.

Please add this email address to your safe sender list or save to your contacts to ensure you don’t miss anything from us.

If something isn’t quite looking right, such as your bill due date, please contact us and we will investigate things for you. 

Your feedback is important - it helps us shape your experience. Right now, you may notice some features are missing, but we are working hard to implement new features!

You can provide your feedback via this form.