Support I am a customer
Go to the category of your choice and see how you can easily and quickly resolve your issues and find the information you need.
Did you know?
You can resolve most issues quickly and conveniently using your Moje Axpo Customer Portal account. Find out how easy it is!
Change of data
If you wish to change your correspondence, contact or registration data, log into your account on the Moje Axpo Customer Portal. Then go to Help & Support > Data change and follow the instructions.
You can also download the data change form here and submit it via My Axpo (under Help and Support > Data change).
Invoices
Did you know?
You can find all your invoices in Moje Axpo under the Settlements tab or in your email inbox.
Please note that we issue sales invoices based on the meter measurement data provided by your distribution system operator. As soon as we receive this data from the distributor, we will issue your invoice immediately.
If we do not receive the metering data from the distributor for a longer period, we may decide to issue an estimated invoice.
If you cannot find a particular invoice, log in to your account in the Moje Axpo Customer Portal, go to Help & Support > Invoices > select the subject of your request: I don't have an invoice and follow the instructions.
If you would like to comment on an invoice, log in to your Moje Axpo Customer Portal account, go to Help& Support > Invoices > select the subject of your request: I have remarks regarding invoice and follow the instructions.
To change your data, log in to the Moje Axpo Customer Portal. Then go to Help & Support > Change data and follow the instructions.
Download a list of your invoices quickly and conveniently in the Moje Axpo Customer Portal.
Log in to your account and go to the Settlements section. Under the Payments tab, you will find the ‘Generate report’ button under the filter fields. Simply click this button and you will then download a summary of all your invoices.
If you only want to download a summary of selected invoices, use the convenient document filtering option. Select the criteria you are interested in, such as document type, medium or date range, click ‘Filter’ and then ‘Generate report’. This will download a summary of the documents you have selected.
Payments and settlements
You can check your balance in the Moje Axpo Customer Portal. Simply log in to your account: on your dashboard you have constant access to the balance overview, and you can also easily generate the balance for the selected day.
You will also find balance information in the Settlements > Balance section, where you can check the current value of your balance. Under ‘Balance generator’ you will generate the balance for a given day. Simply select the date you are interested in and then click ‘Download’ (you will then download the document to your device) or ‘Send’ (you will then receive the document to the email address assigned to your account).
If you want to download the balance statement, select the date range you are interested in. As with the generation of the balance for a given date, here too you can either download it to your device or receive it to your e-mail address.
If you wish to transfer funds, log in to your account on the Moje Axpo Customer Portal, go to Help & Support > Payments & Settlements > select the subject of the request: I want to transfer funds and follow the instructions.
If you would like to request a refund for an overpayment, log in to your Moje Axpo Customer Portal account. Then go to Help & Support > Payments and Settlements and select the subject of the request: I want to request an overpayment refund.
You can also download the overpayment refund statement here.
You will download your list of payments quickly and conveniently in the Moje Axpo Customer Portal. Simply log into your account and go to the Settlements section. Under the Payments made tab, you will find the ‘Generate report’ button under the filter fields. Simply click this button and you will then download a summary of your total payments.
If you want to download a list of only selected payments, use the convenient document filtering option. Select the criteria you are interested in, for example the posting date range, and then click ‘Filter’ and ‘Generate report’.
Your contract
If you want to renew or sign a new contract, contact your Advisor at an Axpo Authorised Partner.
Don't know who your advisor is or can't get in touch with them? It's not a problem! We will contact him or her on your behalf – to do so, log in to the Moje Axpo Customer Portal, go to Help & Support > Your Agreement, select the subject: I want to extend the Agreement, and then follow the instructions.
To withdraw from or terminate a contract, you will need to complete and sign the relevant declaration, which you can download here or from the Moje Axpo Customer Portal.
To send the completed document, log in to Moje Axpo, then go to Help & Support > Your Agreement > and select the submission topic How to withdraw from and terminate a contract.
Energy offtake
Do you have a micro or small photovoltaic installation?
Your company can also produce electricity from renewable energy sources and sell the surplus under an energy offtake agreement! Discover our product for the energy offtake from photovoltaic installations combined with an energy sales contract.
Please send us the following information to prepare your energy offtake agreement:
- point of delivery number
- capacity of the installation
- contact details, i.e. telephone number and e-mail address of the company representative (if more than one representative is listed in the registration documents, please send e-mail address to each of them)
- amount of energy produced in the micro-installation on an annual basis.
The contract will be sent electronically by the Autenti system to the e-mail address you indicate so that you can sign it.
To send this information, log in to the Moje Axpo Customer Portal, then go to Help & support > Energy offtake > select the subject: What is needed to prepare an energy offtake agreement, and then follow the instructions.
Once you have declared your micro-installation and sent the concluded repurchase agreement to the distributor, you will receive a distribution agreement for the generated energy from the distributor. An attachment to it will be a declaration on the selection of the entity responsible for commercial balancing (POB from Polish for short). What should you do with it?
- Complete and sign the POB and then send it to us for signature.
- We will send you back the POB we have signed.
- Give the POB together with your signed distribution agreement for the energy you generate to your distributor.
To send us your POB statement for signature, log in to the Moje Axpo Customer Portal, then go to Help & Support > Energy offtake > and select the subject: What is a POB statement and what should I do with it.
Your contract has been sent through the Autenti system. It is worth checking that all signatures have been submitted to the system. To do this, locate the messages from the Autenti system in your email inbox and check the status of the signatures.
Do you want to know when the energy collection from your installation will start? Log in to the Moje Axpo portal, then go to Help & Support > Energy Repurchase > select the subject: How can I check the status of the contract and follow the instructions.
Your energy/gas consumption
You can generate a report of your energy or gas consumption simply and conveniently in the Moje Axpo Customer Portal. Log in to your account, go to the Delivery places tab, then select the point of delivery for which you want to download the consumption report, and select the date range for which you want to generate the report.
Then click ‘Generate consumption report’ and that's it!
If you wish to change your electricity tariff group, please download, complete and sign the power of attorney below. You can send it to us via your account on the Moje Axpo Customer Portal under Help & Support > Your energy/gas consumption > select the subject: I want to change my electricity tariff.
- Power of attorney: change of tariff group (PL) View Send email Download
If you wish to change your contracted power, please download, complete and sign the power of attorney below. You can send it to us via your account on the Moje Axpo Customer Portal under Help & Support > Your energy/gas consumption > select the subject: I want to change the contracted power.
- Power of attorney: change in contracted power View Send email Download
Resumption of deliveries
Immediately after the due payment is credited and the matter is reviewed, we will forward the order to resume delivery to your distribution system operator. The distributor should resume deliveries within 48 hours. To confirm the resumption date, please contact your distributor.
Legal changes and acts
Go to our FAQ section, where you will find answers to the most common questions related to legal changes and acts.
Your advisor
Axpo-accredited service
We attach great importance to adequate preparation of advisors at our Authorised Partners, which is why each advisor is required to undergo a series of training courses and take a certification test. Once accredited, the advisor receives a certificate in both electronic (PDF) and mobile (e-wallet card) form.
On each of these certificates you will find a QR code individual to each advisor. After scanning the code, you will check whether the person you are in contact with has a valid accreditation. You will also be able to conveniently assess whether you are satisfied with the service.
Please note that only advisors accredited by us can act as intermediaries in the sale of our products.
We are committed to providing you with the highest quality service, which is why we constantly monitor the activities of our Authorised Partners and respond to each of your requests immediately.
Are you satisfied with the service provided by your Axpo Partner Advisor? Or do you feel that some aspects need improvement? We would like to hear your opinion. All you need to do is fill in a short form – that way we can respond quickly to any of your requests.
Don't know who your advisor is or can't get in touch with them? It's not a problem! We will contact him/her on your behalf – all you need to do is provide us with the contact details for your advisor to contact you.
To do this, log in to the Moje Axpo Customer Portal, go to Help & Support > Your Advisor > select the subject: Who is my Advisor and follow the instructions.