All FAQs

Including any questions you have about your old supplier.


How long will my switch take?

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Do I need to contact my current supplier?

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When will my first Direct Debit go out?

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What if I'm moving house or have just moved in?

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When will I receive a final bill from my old supplier?

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Should I cancel my old supplier's Direct Debit?

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What payment methods do you offer?

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Will my monthly payments always stay the same?

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What happens if I'm in credit or debit with my old supplier?

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Will I be charged cancellation fees?

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What happens if I'm in credit or debit with you?

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How do I refund the credit on my account?

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What happens if I have a smart meter?

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What is a smart meter and can I have one?

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Do you support prepayment meters?

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Can I still sign up with you if I have a smart prepayment meter?

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How much is your Prepayment tariff?

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What do I do if I don’t have any gas or electricity?

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What if my top up didn’t work or I have lost my key or card?

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Where can I top up my meter?

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There is debt on my meter that is not mine, can you wipe it?

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Where has my top up gone?

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Can you exchange my prepayment meter for a credit meter?

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How much emergency credit am I entitled to?

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I can’t afford to pay off the debt on my meter, what can I do?

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Why is my company number not valid?

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I’m trying to use my email address but it won’t let me because I already use it for my domestic account?

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Why won’t the referral link work for business?

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When should I submit a meter reading each month?

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Why do you take an advance payment?

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Why is my advance payment charged at 20% VAT when I’m VAT exempt?

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I have a smart meter, how do I know if it’s compatible with your system?

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Do I have to set up a direct debit?

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I’ve failed my credit check, what do I do now?

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I want to cancel my contract with you, do I get my advance payment back?

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I’ve received an objection, what do I do?

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Can I get a smart meter and how long does that process take?

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How long does it take to switch electricity and gas across?

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Do you send meter readers around?

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What is a fixed tariff?

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What is a flexible tariff?

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Do you offer Feed-in Tariffs?

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Why do you take an initial payment when my supply starts?

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How do I read my meter?

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How do I read my SMETS2 meter?

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How do I read my Secure smart meter?

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How do I read my non-Octopus smart meter?

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Do I have to have a smart meter?

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Can I get current account cash back on my energy with Octopus?

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My old supplier has offered me a better deal to stay with them – should I take it?

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Do you offer the Warm Home Discount?

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Why don't you offer online, dual fuel, or Direct Debit discounts?

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What happens if I'm away when you need a meter reading?

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My in-home display isn't working

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I have a smart meter - why are you asking for meter readings?

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When can I get a smart meter?

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How do I manage someone's energy account after they've passed away?

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What should I do if I think I've received a scam or phishing email?

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What can we help you with?

Hey I'm Constantine, welcome to Octopus Energy!

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