Original Octopus Energy error message
Uh oh…
Don’t worry, it’s us not you
This is unusual – logging out and in again may help. If it doesn’t, these things usually clear themselves up reasonably quickly, so perhaps grab a cuppa.
What’s wrong with this error message?
- No error number
Impossible to reference when asking for help. - No actual explanation
“This is unusual” doesn’t explain what went wrong. - No root cause
Doesn’t tell you whether it’s a login, connection, account or system issue. - No clear solution
Only suggests logging out and in again, with no step-by-step guidance. - No indication of impact
Doesn’t tell you whether your account, data or transaction is safe. - No escalation route
No direct way to get help if it doesn’t resolve itself. - Friendly but not helpful
“Grab a cuppa” is nice, but it doesn’t replace useful information.
What does a best-in-class error message look like?
Error 005 – We couldn’t complete your request
Sorry, we couldn’t connect to your account right now.
Your current session hasn’t connected correctly to our systems, so we can’t complete what you were trying to do. Your account and data are safe.
What’s happened?
We weren’t able to establish a secure connection to your account. This can sometimes happen due to a temporary system issue.
How to fix it
- Log out of your Octopus account.
- Close and reopen the app or browser.
- Log back in and try again.
- If the problem continues, check our service status or contact our support team.
Good to know
Your account and data are safe. No changes have been made and no payments have been taken.
More information
Visit our Help Centre for troubleshooting and support:
https://octopus.energy/help/
Need more help?
Our support team is here 24/7.
Call 0330 808 1966 (24/7)
Chat with us on WhatsApp
Email: hello@octopus.energy