Migrating from Compass to Zeronet

Welcome to Zeronet! As a valued Compass customer, you’ve recently been moved over to our new Zeronet brand as part of the phased brand transition from Compass. You can read more about this migration on the Compass website. This migration allows us to provide you with a more streamlined experience and improved support. Rest assured — your broadband plan, speeds, and pricing will remain exactly the same, and any balances on your Compass account will be automatically transferred across to Zeronet.

As part of the move, you’ve been set up with a new Zeronet account number. Your old Compass account number will no longer be used, so please make sure you reference your Zeronet account number going forward. You may notice that Zeronet account numbers are a bit longer and more complex — this is for your security. The good news is, we’ll never require you to use your account number to verify your identity when speaking with us.
 

We’re looking forward to sharing the benefits!

Your migration to Zeronet comes with a few extra advantages:

• Sustainable choice – We’re proud to operate with environmentally responsible practices.

• Extended support hours – Our live chat team is now available Monday to Friday (closed Sundays and Public Holidays), 8am – 8pm, or you can email us anytime at care@zeronet.co.nz.

• Support continuity – For now, you can also reach us on the Compass 0800 number during Compass support hours (10am – 6pm, Monday to Friday).

Setting up your payment method

To continue your service without interruption, it’s important that you set up a payment method in Zeronet My Account. Here’s how:

1. Log in to My Account on Zeronet at https://www.zeronet.co.nz/account.

2. Log in using your email address as your username. You will have received an email with a temporary password.

3. On your first login, you’ll be prompted to change your password.

4. Once logged in, head to the BILLING tab to add your preferred payment method.

You can choose between:

• Debit/Credit Card

• Direct Debit (bank account)

We do not accept Direct Credit. Any new payments made to the old Compass bank account will not appear on your Zeronet balance. You may be charged administration handling fees to return the money to you.
 

It's safer and less expensive to use a card!

When you add a card on Zeronet, we don't store it. We check the details with your bank who issue us with an authorisation token that we use when charging your payment. Your card is not stored.

Other benefits to using a card over bank account Direct Debit include:

• No dishonour fees. Neither the bank or Zeronet charge fees if your payment is declined. Bank account Direct Debit dishonours could cost you as much as $50!
• Immediate. Your card payment method is ready to use immediately.
• Security. Your bank will return funds to you in the event of a fraudulent or unauthorised transaction.

Manage your payments your way

Prefer to pay little by little? Our Top Up feature lets you add credit to your Zeronet account whenever it suits you — whether that's weekly, fortnightly, or whenever you have funds available. Simply use a debit or credit card to instantly top up your account in advance. For more information, see our Top Up guide.

Important payment rules

With Zeronet, payments work a little differently than they did with Compass. Please keep these in mind:

• If a weekly payment fails, your service will be throttled immediately (slowed down). Once payment is made, the system will automatically restore your full speeds.

• If a Direct Debit fails even once, a $25 dishonour fee will apply. To reconnect, you’ll need to log into My Account, add a debit/credit card, and make payment. You can then choose to continue using the card payments or switch back to direct debit.

• If a second direct debit failure occurs, the option for Direct Debit will be removed from your account permanently. From then on, you’ll only be able to pay with a debit/credit card.

For further information, see our Billing Guide.
 

We truly appreciate your continued loyalty through this migration. Our team is here to make the transition as smooth as possible, so if you have any questions or concerns, please don’t hesitate to reach out to us via chat, email, or phone.