Billing Information

Q. What are the *destinations included in the calling plans?
A. New Zealand Landline, Andorra, Argentina, Australia, Austria, Bahrain, Bangladesh, Bangladesh Mobile, Belgium, Brazil, Brunei, Brunei Mobile, Canada, Chile, China, China Mobile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Germany, Greece, Guam, Hong Kong, Hong Kong Mobile, Hungary, Iceland, India, India Mobile, Ireland (Republic), Israel , Italy, Japan, South Korea, South Korea Mobile, Luxembourg, Malaysia, Mariana Island, Mariana Island Mobile, Netherlands, Norway, Panama, Poland, Portugal, Puerto Rico, Puerto Rico Mobile, Romania, Singapore, Singapore Mobile, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Taiwan, Thailand, Thailand Mobile, United Kingdom, USA, Vatican City, Venezuela, Virgin Islands (USA)

* Unless ‘Mobile’ is specified the destinations refer to a landline number in that country

Q. How are calls charged?
A. Calls are charged per minute by country. Charging may differ for calls to mobiles and landlines. Rates are subject to change without notice. Please note that all outbound calls will be charged at the applicable NZ landline or mobile rate.

Q. What is the cost of calling a kiwivoip 028 number?
A. A kiwivoip 028 number functions like a mobile phone number. It costs the same rate to call it no matter where you are in New Zealand. However, calling an 028 number from another kiwivoip phone will be free of charge - since all kiwivoip plans allow ‘Unlimited kiwivoip calling’. The cost of calling an 028 number from a non-kiwivoip phone will depend on your telephone operator - but the rate should be equivalent to another NZ mobile (or count towards your minute bundle if calling in from a mobile phone)

Q. How do I cancel/remove a line or account?
A. If you wish to make changes to your services please log into kiwivoip live, select My Account and then Add Services.

Q. How do I add Airtime to my account?
A. You can topup using either a credit card or direct credit. For more information on how to do this please see our Payment Options page.

Q. How do I check my Airtime Balance?
A. You can check your airtime balance online by logging into kiwivoip live, selecting My Account and then Account Summary. You can also have your balance read to you before your call is connected. Configure your preferences in the Account Balances Notifications option under kiwivoip settings

Q. Why would I need to purchase airtime?
A. You will need to purchase airtime if you intend to make calls to any destination not included in your plan. For example NZ mobiles are not included in the kiwivoip Unlimited plan, so it you want to set up Locate Me to ring your mobile number you will need to purchase airtime.

Q. Where can I find my calling history?
A. Your call detail information can be found in the My Account section of kiwivoip live.

Q. Is there a cancellation fee if I close my kiwivoip account?
A. There are no service terms for kiwivoip. You simply pay in advance on a month by month basis.

Q. Is there an activation fee to sign up for kiwivoip?
A. No you don’t pay us to set up your account. You pay us for airtime and any monthly plan you subscribe to.

Q. What is the kiwivoip cancellation policy?
1. Any service cancellations will take effect on your bill anniversary date
2. Any remaining account credits on that date will be lost if you cancel

Q. What is my Bill Anniversary Date?
A. Your Bill Anniversary Date is the date you 1st signed up for kiwivoip. Your monthly bill cycle is based on this day. For example if you signed up on the 20 March then the 20th of each subsequent month will be your Bill Anniversary.

Q. Do kiwivoip create monthly invoices?

A. No – since all services are prepaid there is no need for a monthly invoice. To see a record of transactions for a bill period select the Account Summary option.

Q. What are the expensive or fraud destinations?
A. Please Click Here for a list of countries considered to be expensive