Why didn't my automatic RUC purchase go through?

The most common reason an automated RUC purchase doesn't complete is a distance mismatch between your recorded RUC distance and your vehicle's current reading — check your Compliance page for a reminder email rather than assuming the purchase failed silently.

Also known as / customers also ask: RUC purchase failed, automatic RUC not purchased, RUC purchase not completed, first RUC hasn't appeared, RUC distance mismatch, wrong odometer at install, direct debit dishonour RUC

Why is my automated RUC purchase not completing?

There are several possible reasons, most likely first:

• A mismatch between your vehicle's recorded RUC distance and its current reading, outside the accepted range Argus checks against before completing a purchase.
• A heavy vehicle over 3,500 kg gross vehicle mass (GVM) with no hubodometer set up or calibrated in Argus — this excludes the vehicle from automated purchasing.
• A direct debit dishonour on your RUC purchasing account.
• An incorrect odometer reading recorded at installation.

Is there a distance mismatch between my recorded and current reading?

Check your Compliance page. Where the difference between your recorded RUC distance and the vehicle's current reading is outside the accepted range, Argus doesn't complete the purchase automatically, as a safeguard against buying against incorrect data. The purchase is retried on the next cycle once the reading is corrected.

Does my vehicle need a calibrated hubodometer?

If your vehicle is over 3,500 kg GVM and RUC-liable, it needs a hubodometer that's set up and calibrated in Argus for automated purchasing to run. Where this is missing, you'll receive a reminder email instead of an automatic purchase — see how to get ready for your Smart Hubo installation.

Has my direct debit been dishonoured?

A dishonour stops automatic purchasing. The first dishonour is a warning you're notified about and need to resolve promptly; a second dishonour suspends automatic purchasing until the issue is resolved and the facility is reinstated. See how to keep your direct debit funded for RUC purchasing for the full explanation.

My first RUC hasn't appeared after installation — what do I do?

Your first purchase is automatic and may take up to 24 hours to appear. If it hasn't completed after that, contact Argus — this is treated as an immediate escalation on our side.

Was the odometer recorded incorrectly at installation?

Tell us the vehicle's registration plate and the correct odometer value. We correct the value and purchase a new licence if required. If a refund is needed from NZTA for excess kilometres already purchased, you'll need to contact NZTA directly for that part.

What should I do if none of these fix it?

Have your vehicle's registration plate, the date and time you noticed the issue, and a screenshot of your Compliance page ready, then contact Argus support. You can also call our escalation line on 0800 437 212 for refunds, reversals and error handling — Argus support can confirm the current number for your account if this one doesn't connect.

This article doesn't cover how RUC invoicing and licence credits normally work — see how RUC invoicing and licence credits work.