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Account management tools

Use our free online account management tools and forms to manage your account quickly and easily.

Manage my account

We’ve moved your account on to our new customer account management system.

 

What this means for you

  • Your account number has changed. If you pay via the aurora+ app you don't need to do anything. If you pay via BPAY or Centrepay you will need to update your account details with these channels.
  • If you have a concession, you'll continue to receive it. 
  • If you accidentally pay onto your old account number, that's okay! We'll identify that this has happened and we'll transfer the funds into the correct account, this may take us a few days to process.
  • You will remain on the same energy plan and the change won't make any difference to your account balance.
  • Your quarterly bill will look a little bit different. Find out more here

  • You may receive a bill with a balance of $0.  This bill simply shows that your balance and payments have been transferred to the new system, it does not require payment and you'll receive your next bill as previously scheduled. 

aurora+customers:

  • Your new account number can be found in your app. You'll need all 10 digits if you want to set up BPAY (biller code: 5595), Centerpay, or direct debit. Find out where to find it here.
  • You can find your concession information on your app here
  • There will be some changes to how you view your energy data. Find out more here.
  • Your monthly bill will look a little bit different. Find out more here

Questions?

If you have any questions or concerns about the change, contact the team here.

Frequently asked questions

Why can't I see my past energy data on my aurora+ app?

If you've received a notification that your aurora+ account number has changed due to moving to our new account management system, you may find your energy data from before the change is no longer viewable in the way you're used to.

Don't worry, you can still view this data within the app. Read on to find out how.

Read More
I've paid money into an old account number, what do I do?

That's fine! In most cases, we'll identify that this has happened and we'll transfer the funds into the correct account, this may take us a few days to process.

If you're unsure, you can contact us via our online general enquires form and we'll help you sort it out.

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My account number has changed. What do I need to do?

If your account number has changed to a new one, there are a few things you may need to do.

You may need to update any payment details with:

• Your Bank
• BPAY
• Centrepay

If you accidentally pay onto your old account number, that's okay! In most cases, we'll identify that this has happened and we'll transfer the funds into the correct account, this may take us a few days to process.

If you're unsure, you can contact us via our online general enquires form and we'll help you sort it out.

Read More
How do I find my account number in the aurora+ app?

You can find your account number under account settings in the menu at the top right-hand side of the screen.

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Where can I see if my concession has been added in aurora+?

You can see if your concession has been added to your account on the usage page of your app.

Go to the usage screen, click the 'Amount in dollars' tab, and scroll down to the 'your daily cost' block. Your concession will be visible under 'other'.

See what this looks like in the app.

Read More
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