Contact us
Email is the quickest way to get help. We usually reply within a few hours, seven days a week, on New Zealand time.
Help us help you faster
- Your order number, starting with ord_. It’s on your receipt and the page after payment.
- The username or link the package was for.
- What happened: not started, part dropped, wrong username, refund request.
Common questions
- Top-ups: if your count dropped within 30 days of delivery, email your order number. See delivery and top-ups.
- Declined payment: check that online and overseas purchases are switched on for your card. More in paying in US dollars from NZ.
- Refunds: anything we can’t deliver is refunded. Read refunds.
We will never ask for your password or a login code. If someone does in our name, it isn’t us.
FAQ
Questions people ask
Do you have a phone number?
No. Support is by email only, so everything is in writing alongside your order number.
How long do replies take?
Usually a few hours, every day of the week.