Primo Payment Information
Need to pay for your Primo products? Find out how you can do this below.
When can you expect your first invoice from Primo?
Your first invoice will be sent at the beginning of the month following your connection. It may be higher than normal, as it will include the part of the previous month that you connected, as well as the current month. Thereafter your monthly billing will return to normal. Our billing cycle begins 1st of the month with most* payments due on the 21st of the month, invoices are delivered by email. Data plans are charged monthly for the current month.
Install fees, Routers, Point to Point links etc are to be paid prior to connection/install, you can pay by EFTPOS, Credit Card or Internet Banking, either over the phone, at our office or on the day of install with our onsite technician.
*Direct Debits are taken on the 19th of the month (from 1 September 2025 this will be the 14th of the month).
Important Update for Electronic Payments.
New Zealand banks have introduced a Confirmation of Payee (CoP) service to reduce payment errors and fraud. This service requires customers to provide both the correct account name and account number when making electronic payments. For all transactions to Primo, ensure you use the full account name “PrimoWireless Ltd” rather than just “Primo” to avoid delays or errors. A mismatch between the account name and number may trigger a warning, prompting you to verify details before proceeding. While payments will not be blocked, accuracy is critical to ensure funds reach the correct account.
Direct Debit.
We’ve moved to a new online Direct Debit system with GoCardless, for a faster and more convenient setup.
To set up your direct debit, simply:
-
- Log in to your MyPrimo Portal
- Click the Finance tab on the left-hand menu
- Select GoCardless Direct Debit
- Follow the onscreen prompts to complete the setup
Payments are made from your bank account on the 19th* of the month (or next business day if it falls on the weekend or public holiday).
please note from 1 September 2025 onwards, payments will be taken out on the 14th of the month
EFTPOS.
Available at the Primo offices, 123 Molesworth Street, New Plymouth.
Direct Credit and Automatic Payments, Cash Deposits.
Payments can be made directly into our bank account with internet banking or over the counter at your local ANZ Branch:
Bank: ANZ New Plymouth
Account Name: PrimoWireless Ltd
Account Number: 01-0707-0163284-00
Please make sure to use your Primo account number as the reference so we can match it to the correct account!
Credit/Debit Cards.
Credit/Debit card payments can be made 24/7 via the online MyPrimo Portal log in here. A 2% transaction fee applies.
You can also set up a Direct Debit from your credit card
-
- Log in to your MyPrimo Portal
- Click the Finance tab on the left-hand menu
- Select Credit card via Stripe gateway, fill in details and save card
- Contact us to activate the recurring monthly direct debit payment
Missed a payment? Overdue Account?
Most of our customers pay on time, but what happens if you don’t?
Invoices are sent out with a due date for payment, if not paid on or before that date they are deemed as being overdue. Our system automatically sends out reminders, and blocks overdue accounts (see reminders below).
For accounts that have $20 or more overdue, reminders will be emailed and if you have a mobile number on your account, you will also get an SMS message that directs you to check your email (contact us to opt out of the SMS). The relevant unpaid invoice(s) are attached to the email.
If you can’t pay on time please contact us as soon as possible we’d rather help and assist than use our big stick.
Residential Customers
New changes coming effective 1 September 2025
- Reminder #1 is sent two days before the due date – i.e it will arrive on the 19th of each month (except for customers paying by Direct Debit)
- Reminder #2 is sent on 27th of the month – Customers will need to pay immediately or risk their connection/mobile being stopped at 11am the next day.
- Reminder #3 is sent on 28th of the month – Your connection/mobile has been stopped. You will still be able to log in to your MyPrimo Portal to pay with credit/debit card. Your connection will automatically come back online. Alternatively, you can do online banking and in the MyPrimo Portal submit a support ticket with a screenshot of the payment (there will be a delay restarting your connection until it is processed). No accounts will be stopped over the weekend or public holidays. Please note that if you have a Primo Phone (VoIP), it will not work on a stopped connection.
The following process ends on 31 August 2025
- Reminder #1 is sent 23 days after the invoice date – i.e. it will arrive on the 24th of each month (3 days after the due date), RBI direct debit customers will receive a reminder at 26 days after the invoice date
- Reminder #2 is sent 7 days after Reminder #1
- Reminder #3 is sent 4 days after Reminder #2 – Customers will need to pay immediately or risk their connection being stopped. Accounts will be stopped after 11am, 1-2 business days after the reminder was sent. That way any payments made that day would have been processed. No accounts will be stopped over the weekend or public holidays. If your connection has been stopped, you will still be able to log into MyPrimo Portal to pay the account with a credit/debit card. Please note that if you have a Primo Phone, it will not work on a stopped connection.
Business Customers
Reminders will be sent to both residential and business customers, however business customers are not stopped.
Payment Plan
If you are unable to pay the full amount contact us to discuss a payment plan.
Debt collection
If the account remains unpaid at 30 days (ie. 30 day notice period) or you have not contacted us to set up a payment plan or to resume services, we will assume that you no longer wish to keep your connection. We will work with you to clear the outstanding amount, if it remains unpaid at a total of 90 days from the day the connection was stopped, your account may be sent for debt collection. Disconnection fees may apply. Costs associated with debt collection will be borne by you.