There are a few reasons why you may be unable to connect your property. We’ve outlined the most common scenarios below. Please check whether any of them match your situation. If not, we’re happy to help.
If you can’t find your energy retailer when adding your property
Your retailer may not be CDR-compliant, which means we’re currently unable to connect to their data.
If you found your energy retailer but are NOT receiving your OTP (one-time password)
Please make sure you’re entering the email address or phone number associated with your energy account. This may be different from the contact details used for your EnergyFlex account.
If you’re certain the details are correct but still not receiving the OTP, your contact information may not match the records held by your energy retailer. In this case, you’ll need to contact your retailer directly to update or verify your details.
If you ARE receiving your OTP but recently changed energy retailers or moved house
Your new account may take a little longer to become available through your retailer’s systems. Please wait a short while and try connecting again.
If the issue persists after 5 business days, please contact your energy retailer for assistance.
If you ARE receiving your OTP and have NOT recently changed energy retailers or moved house
Please wait a little while and try again later. If the issue continues after 24 hours, your retailer may be unable to uniquely identify your account.
This can happen if:
- Your login details and contact information don’t match.
- You have multiple accounts with the same retailer (for example, gas and electricity accounts) that contain different personal details.
In these cases, you’ll need to contact your energy retailer to verify and update your account information.
Still need help? Please contact our support team and we’ll be happy to assist.
