Phone Support

Some of our customers can call us to request support with their services and subscriptions. Currently, this option is only available to customers in New Zealand that have purchased an eligible support package.

To call us for support, dial 0800 123 132 from a New Zealand landline or mobile phone. Our phone number is toll-free in New Zealand for most providers, but we encourage that you check with your phone service provider if charges will apply to your call.

Listen to the options when your call is answered by our virtual operator and proceed by selecting the option for customer support.

All calls to and from our customer support team are recorded for quality assurance, training, and record-keeping purposes. Call recordings are mandatory and cannot be opted out of. Sections where you provide confidential or sensitive information will be masked during the call, or the support operator will temporarily stop recording to allow you to disclose any sensitive or confidential information.

You will be notified that your call will be recorded before you begin to speak. If you do not wish for your call to be recorded, please hang up and send us an email instead.

Under the Privacy Act 2020, you have the legal right to obtain a copy of your call recording. If you wish to do this, please email our customer service team and we will be happy to help.

We cannot support you without verifying your identity and confirming if you have authority to act for your customer account. Our support team members will ask you questions to perform this verification. You should be ready with the information we are likely to ask you before you place your call.

If you are calling us from a mobile phone, please ensure you are in a location that has good cellular coverage so that your phone call is clear and doesn't drop in the middle of our conversation. It also helps to ensure that your phone is sufficiently charged.

In addition, we recommend calling us from a quiet location so our support team members can hear you clearly.

When engaging with our support team members, please provide detailed descriptions of the issue you are facing. If we ask you questions, please provide detailed answers. Doing this will help our support team members to diagnose your issue and provide a resolution in a timely manner.

We absolutely do not tolerate any abuse towards our customer support team members at any time. Our support team members are highly trained for professionalism and any abuse towards them will end the support session. If you are abusive towards our support team members, we may refuse to continue to provide services to you and may even report your abuse to authorities.