Depending on the payment method you have used, the following indicative processing times apply:
Credit and debit card transactions
If you have paid for a product, service, or subscription with an
accepted credit or debit card, your card is charged at the time you make the payment and we are notified of a successful payment immediately. It then takes up to 5 business days for your payment amount to show up in our business bank account.
What this means for your products, services, or subscriptions
Your order will generally be processed as soon as your payment is confirmed by Stripe and your ordered subscription services will be made available to you. In some circumstances, we may delay provisioning your services, especially if Stripe or our internal systems flag your transaction as fraudulent, or if we need more information from you about your payment or the product, service, or subscription you have ordered.
If you have paid for a product, service, or subscription that requires a manual configuration, it will be made available to you in-line with the agreed terms at the time of purchasing.
Electronic funds transfer (EFT or bank transfer)
When transferring your payment from a New Zealand bank account, we should receive your payment on the same day. Banks in New Zealand process payments to other banks between 9 am to 11 pm, 7 days a week, except public holidays. Any payments made to our bank account will be reflected in our accounting platform on the following business day.
Payments made from overseas bank accounts may take up to a week or more to appear in our bank account, depending on the payment processing times of your bank and any intermediary banks involved in the transfer process.
What this means for your products, services, or subscriptions
Your ordered products, services, or subscriptions will only be provisioned once your payment shows up in our bank account. If you are transferring your payment from an overseas bank account, it is your responsibility to ensure your payment reaches us on time if you need your product, service, or subscription by a certain date.
Providing a proof of payment
In some cases, we may ask for a proof of payment. This usually occurs when we cannot locate your payment and we need a proof of payment from you to follow-up with our bank and to verify the details of the transaction. If you are asked for a proof of payment, please provide us with a screenshot of your payment. The following details must be visible on your proof of payment:
- The account name and number from which the payment was made.
- The account name and number to wish you made the payment.
- The reference you used when the payment was made.
- The amount you have paid.
You will receive an email from our Accounts Team, which you will need to reply to with your proof of payment attached.
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