{"id":74,"date":"2026-10-11T20:03:07","date_gmt":"2026-10-11T20:03:07","guid":{"rendered":"https:\/\/errorx.co.uk\/?p=74"},"modified":"2026-10-11T20:03:07","modified_gmt":"2026-10-11T20:03:07","slug":"uh-oh-its-us-not-you","status":"publish","type":"post","link":"https:\/\/errorx.co.uk\/?p=74","title":{"rendered":"\u201cUh oh… it\u2019s us not you\u201d"},"content":{"rendered":"\n
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Original Octopus Energy error message<\/h2>\n\n\n\n
\n

Uh oh…<\/p>\n\n\n\n

Don\u2019t worry, it\u2019s us not you<\/p>\n\n\n\n

This is unusual – logging out and in again may help. If it doesn\u2019t, these things usually clear themselves up reasonably quickly, so perhaps grab a cuppa.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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What\u2019s wrong with this error message?<\/h2>\n\n\n\n
    \n
  • No error number<\/strong>
    Impossible to reference when asking for help.<\/li>\n\n\n\n
  • No actual explanation<\/strong>
    \u201cThis is unusual\u201d doesn\u2019t explain what went wrong.<\/li>\n\n\n\n
  • No root cause<\/strong>
    Doesn\u2019t tell you whether it\u2019s a login, connection, account or system issue.<\/li>\n\n\n\n
  • No clear solution<\/strong>
    Only suggests logging out and in again, with no step-by-step guidance.<\/li>\n\n\n\n
  • No indication of impact<\/strong>
    Doesn\u2019t tell you whether your account, data or transaction is safe.<\/li>\n\n\n\n
  • No escalation route<\/strong>
    No direct way to get help if it doesn\u2019t resolve itself.<\/li>\n\n\n\n
  • Friendly but not helpful<\/strong>
    \u201cGrab a cuppa\u201d is nice, but it doesn\u2019t replace useful information.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n
    \n
    \n

    What does a best-in-class error message look like?<\/h2>\n\n\n\n
    \n

    Error 005 \u2013 We couldn\u2019t complete your request<\/h3>\n\n\n\n

    Sorry, we couldn\u2019t connect to your account right now.<\/strong><\/p>\n\n\n\n

    Your current session hasn\u2019t connected correctly to our systems, so we can\u2019t complete what you were trying to do. Your account and data are safe.<\/p>\n\n\n\n

    \n

    What\u2019s happened?<\/p>\n\n\n\n

    \n

    We weren\u2019t able to establish a secure connection to your account. This can sometimes happen due to a temporary system issue.<\/p>\n<\/div>\n<\/div>\n\n\n\n

    \n

    How to fix it<\/p>\n\n\n\n

    \n
      \n
    1. Log out of your Octopus account.<\/li>\n\n\n\n
    2. Close and reopen the app or browser.<\/li>\n\n\n\n
    3. Log back in and try again.<\/li>\n\n\n\n
    4. If the problem continues, check our service status or contact our support team.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n\n\n\n
      \n

      Good to know<\/p>\n\n\n\n

      \n

      Your account and data are safe. No changes have been made and no payments have been taken.<\/p>\n<\/div>\n<\/div>\n\n\n\n

      \n

      More information<\/p>\n\n\n\n

      \n

      Visit our Help Centre for troubleshooting and support:
      https:\/\/octopus.energy\/help\/<\/span><\/p>\n<\/div>\n<\/div>\n\n\n\n

      \n

      Need more help?<\/p>\n\n\n\n

      \n

      Our support team is here 24\/7<\/strong>.<\/p>\n\n\n\n

      Call 0330 808 1966<\/strong> (24\/7)<\/p>\n\n\n\n

      Chat with us on WhatsApp<\/span><\/p>\n\n\n\n

      Email: hello@octopus.energy<\/p>\n<\/div>\n<\/div>\n\n\n\n

      Got it<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

      \u201cThis is unusual – logging out and in again may help.\u201d What is wrong with this message, and what a best-in-class version looks like.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"errorx_company":"Octopus Energy","errorx_channel":"","errorx_happened_on":"","footnotes":""},"categories":[1],"tags":[],"class_list":["post-74","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/errorx.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/74","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/errorx.co.uk\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/errorx.co.uk\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/errorx.co.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/errorx.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=74"}],"version-history":[{"count":0,"href":"https:\/\/errorx.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/74\/revisions"}],"wp:attachment":[{"href":"https:\/\/errorx.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=74"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/errorx.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=74"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/errorx.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=74"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}