Quick-fire answers to your most common questions
We're already available in most of New Zealand’s major centres, as long as you have a smart meter, and are launching in new centres throughout 2022/23.
Please see Areas we supply for a coverage map that we will keep updated as we expand.
You can update your email, phone number, or personal pronoun on your online account or email us. You can also use your online account to update your payment method or check your household power usage.
If you seem to be missing emails from us, check your Spam or Junk folders. If you spot our emails in there, add email@example.com to your contacts, or go into one of the emails and select ‘not spam’, or a similar option on your email programme. That should do the trick!
If there is a particular email you are expecting from us but can’t find, such as a bill or password reset, try searching across all your emails for ‘Octopus Energy’.
You can check your current balance at any time on your online account. Or just wait for your next bill, it’s all there in black and white.
We will typically bill you one calendar month after the date you sign up. We bill on data sent from your smart meter, so sometimes we have to wait a couple of days for that to show up before we can bill you.
There are two main parts to your Octopus bill – a daily charge that covers the fixed costs of getting energy to your property, and a variable energy charge for the electricity you have used during the billing period. Note: if you’re a ‘low user’ on OctopusFixed, you don’t pay the daily charge.
The energy part of your bill is charged per kilowatt hour (kWh) of electricity you have used and will be split into different rates (e.g. peak, off-peak, night) depending on what time of day your electricity was used.
Your bill covers everything including the fee charged by your local distribution or lines company and others to get electricity to your house, a portion to cover the cost of our services, and a levy which goes to the Electricity Authority (EA) who regulate the electricity industry in NZ. Plus GST of course!
You can find out more about what goes into your electricity bill on the EA website.
Your smart meter allows us to break up your energy consumption into different time periods with different rates. This allows you to save more by changing your behaviour. Use less in peak times, and more in off-peak or night times.
Make the most of this by timing your dishwasher or EV charger to start after 11pm.
We want to make paying for electricity easy as. Once you’re signed up and you have entered those payment details, you’re done. No need for you to remember to send us a payment by the due date.
Can't find what you're looking for?
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For service, call us Monday to Friday, 9am to 5pm
For faults, call us any time 24/7
Experiencing an outage? Visit our outages page for relevant links and contact details
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