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Managing your Spike account

Learn how to update your notification settings, report technical errors, take a break or delete your account.

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Written by Origin
Updated over 8 months ago

Managing your Spike account

How to pause Spike

Life happens, so we want to be flexible. Whether you’re going on holiday or just need a little time off, you have the option to pause Spike until you’re ready to start earning Watts again.

Step 1

From Spike dashboard, go to your profile icon located at the top right corner and select Settings > Energy Events

Step 2

Scroll to the bottom and select Pause my events now.

Step 3

Using the drop-down menu, select how long you’d like to take a break for and hit ‘OK’.

You can decide to rejoin Spike at any time during your break. Here’s how:

Step 1

From Spike dashboard, go to your profile icon located at the top right corner and select Settings.

Step 2

On the settings dashboard, click on Unpause my Spike events now.

Step 3

A confirmation message will be displayed stating that you can start participating in any scheduled Spike events starting the next calendar day.

Be reassured that during the period when you’ve paused Spike events:

  • Watts won’t be deducted from your Spike tally.

  • If you were on a streak, it won’t be broken.

How to delete your Spike account

Before you go, is there anything we can help you with first? If so, reach out to .our customer support team

Our customer support team is available Monday to Friday, 9 am to 5 pm (AEST).

Important: make sure you redeem any Spike Watts before you go. You won’t be able to redeem them after you delete your account. If you prefer, you can .take a break instead

Step 1

Log in to Spike via My Account and go to your settings page by clicking your profile icon in the top right corner

Step 2

Click the Edit button at the top of the screen

Step 3

Select the Delete account link at the bottom of the page, then confirm

Step 4

After you delete your account, you’ll be asked to fill out a short survey. We’d really like to know why you left. It’ll help us improve Spike for other members.

If you change your mind:

We’d love to have you back. If you change your mind, you can and re-join the Spike community at any time, as long as you continue to meet the eligibility criteria. It’ll take less than a minute.sign up via My Account

Managing Spike notifications

From the settings page, scroll down and click Notifications.

From this page, you can check – or uncheck – the types of emails and SMS notifications you would like to receive.

At the bottom of the page, you can choose to subscribe or unsubscribe to all notifications (except Energy Events and account recovery emails).

Reporting a technical error

We automatically check to see how things went after each SpikeHour. This means we’ll know if you didn’t participate in the SpikeHour because:

  • We didn’t send you an email or SMS to tell you about the upcoming SpikeHour

  • We couldn’t turn your registered smart devices off in time

We’ll let you know via email if the error was on our side and then fix things from our end.

Be reassured that:

  • Watts won’t be deducted from your Spike tally

  • If you were on a streak, it won’t be broken.

If there’s something we might have missed or something doesn’t look right, and we’ll look into it for you.email our customer support team

Troubleshooting PayPal

Unable to verify PayPal account on Spike because you can’t find or haven’t received the PayPal verification email?

Step 1

Check your spam/junk mail folder (or the ‘social’ and ‘promotions’ tabs if using Gmail).

Step 2

Check you entered the right email address in your Spike settings.

Step 3

From your settings, and request for the verification email to be resent.

Important

if your PayPal email address is different to the email address listed in My Account, we’ll send emails to both addresses. Make sure you verify both. We do this for your security.

if none of this works.Contact us

You see a Spike error message when you go to redeem Watts for PayPal cash

You may still need to verify your PayPal account in your Spike settings; or you might need to wait a little longer. You can redeem your Watts every 30 days.

You receive an email from PayPal asking you to ‘claim your money’

This means you haven’t confirmed the email address you added to your PayPal account yet.

To fix this, log in to your PayPal account, go to your settings and select Confirm next to your email address. PayPal has more instructions on how to confirm an email address.

We’ve already sent through the money to PayPal by that point. After you confirm your email, you can claim the money.

Check PayPal’s help info.

if none of these options work.Contact us

Refunds or returns

You’re responsible for making sure devices from the are compatible with your home before you purchase and before you open the box.Rewards Marketplace

  • Unopened items in new condition and returned within 90 days are eligible to receive a refund or exchange.

  • Opened or damaged items may be denied a refund or exchange.

  • When you return an item from the Rewards Marketplace, we ask that you pay for return shipping.

If you believe the product you received is faulty or need help with a refund or return, contact our support team.

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