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Optimus support

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FAQs

Getting started
You can contact support directly in Optimus, or call us using the details on the 'Energy Lens' page.

Select 'Forgot password' on the login page and follow the steps. If you’re still stuck, contact Support and we’ll help you reset it.

TPIs can manage data across their portfolio, filtering, searching, and sorting to find what they need quickly. You can switch between customer accounts, view the same interface as clients, and manage trading positions - all in one place, with commission management coming soon.
Optimus brings your consumption data, invoices, meter information and account details together in one place, so you can get a clear picture instantly and manage your energy in real time.
You can update some details in ‘My Account’ in Optimus (top right). Email addresses can’t be changed here. If you need to update your email, contact your admin to deactivate your account and set up a new one. 
Access & permissions

Admin users can manage access in the 'User Management' section of Optimus. If you don’t have access, speak to your platform admin.

TPIs see the same data and interface as their clients. The difference is you can switch between multiple customer accounts in your portfolio, while customers only see their own.

You’ll still have access to Optimus for up to three months after your contract ends. Your historical data remains available for up to four years after supply ends.

Billing & payments

You can download consumption data in CSV format from Optimus. EDI access isn’t available yet, but you can request it through Support.

Try adjusting your filters (date range, account or energy type) to see if it’s hidden. If it still doesn’t appear, contact Support and we’ll help you find it.

Payments aren’t currently available in Optimus. Please continue using your usual payment method detailed in your supply contract. 

Try refreshing the page, clearing your browser cache, or switching browser. If it still doesn’t work, contact Support and we’ll take a look.
Features & data

Gaps or zero values usually mean a meter reading is missing, or there was no recorded usage during that period.

 

Gas data may be shown as daily or aggregated usage, depending on your meter type and the availability of data.

 

Yes – you can submit meter reads from the 'Energy Lens' or the 'Meter Points' page in Optimus. Follow the on-screen steps to complete your submission.

 

Go to the 'Invoices' page and use the download option to export your files.

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Looking to track energy usage in real time?
This is for you.


Our API lets you retrieve live consumption data, meter reads, and more. Pull exactly what you need – from half-hourly meter reads to site-level usage – whenever you need it.

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