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Manage and update my account

Find out how to make changes and manage your Spark account. Learn how to add account authorities, find your account number and how to switch to online bills.

Use MySpark to manage what's happening on your account. You can:

  • Pay your bill.
  • Have access to the last 18 months of your Spark bills for free. Find out how to view your bills
  • Update the email address for your online bill. You'll automatically be switched to online bills rather than paper bills when you register for MySpark for the first time.
  • Add or change services on your account.
  • View your usage (calls, texts, data etc) and set limits and alerts for your usage to avoid extra charges.

Learn how to set up MySpark

Sign in to MySpark

When you register for MySpark for the first time you'll be switched to online bills instead of posted bills.

To update the email address you get your bills sent to:

  1. Sign in to MySpark
  2. Select Account settings
  3. Under Bill format, select Change email address
  4. Follow the prompts to change the email address

To check your current or previous broadband usage you can use the Spark app or MySpark.

Use MySpark

  1. Sign in to MySpark
  2. Select Usage
  3. In the Broadband usage section, select Detailed broadband usage
  4. Select the Current usage or the Previous usage tab

Use the Spark app

  1. From the home screen, select your broadband service
  2. Scroll down and select View usage history
  3. Select the Current or Previous tab
  4. Select the bar for the month you want to see the usage for and the total amount of GB will show

To manage aspects of your account over the phone, call Service Express on 0800 000 000. You can:

  • Pay your bill using a credit or debit card. You can also register a card for future payments.
  • Make a payment against someone else's account, or top up a Prepaid mobile.
  • Tell Spark about a payment you've made at a Post Shop or by phone/internet banking that you'd like to query.

Service Express pin number

  • The first time you use Service Express you'll hear a prompt to set up a pin number.
  • You can choose to have a pin any time you call, or only when calling from a phone that isn't your home number.
  • If you choose not to have a pin, anyone calling from your home phone can access your account and they can:
    • Register or manage a registered credit/debit card.
    • Request more time to pay your bill.
    • Make a payment using a registered credit/debit card.
    • Find out your home broadband usage.
    • Setting up pin verification also means you can use Service Express from any phone.

Note: If you use the wrong pin number three times, you won't be able to access your account. To reset your pin you'll need to supply your account number and follow the prompts to select a new pin number.

  • We're sorry to see you go, but you'll need to check a few things first. Cancel Spark account
  • If you have a credit on your final account, contact us for a refund. Contact us now
  • When you sign in to MySpark for the first time, you'll start getting your bills in an email rather than in paper form.
  • You can change the email address you have bills sent to in MySpark in the Account settings section. Select this link and sign in if prompted: Change your email address
  • On your bill you can find your account number in the top right corner.
  • Sign in to the Spark app and your account number is at the top right of the My plan details screen.
  • Sign in to MySpark and your account number is at the top right corner of the welcome page.
  • If you can't find it, phone Service Express on 0800 000 000 or use Live Chat to request your account number.
  • You must have account authority before we discuss account information.
  • You can add family members, spouses, partners or friends as account authorities and you can change them at any time.
  • Account authorities can access and change personal details, change or cancel products and services, and charge them to your Spark account.
  • To manage account authorities you already have, call us on 123 or visit us in store.

To add an authority to your Spark account:

  1. Sign in to MySpark.
  2. Go to Account settings.
  3. Go to Grant account authority.

You can disconnect any services associated with the account. Email us at estates@spark.co.nz with the following details:

  • The deceased account holder's Spark account number or phone numbers.
  • When you'd like the numbers disconnected.
  • The address to send the final bill to. Please note, it can take up to one month for the final bill to come through.
  • The phone number and address of the person handling the estate. This could be your details, a solicitor's, or a public trust's.

To transfer the account to someone else, the person taking over the phone number will need to contact us.

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