General

Does my referral code expire?

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We welcome you to recommend Ostrom to as many friends and acquaintances as you like. However, the referral program is only meant for people you know, so please don’t share your code publicly on websites like Trustpilot or Google Reviews. In these cases, we reserve the right to limit its use.

How do I receive my referral code?

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Once you sign up to Ostrom, you will receive an email with an individualized code to share with your friends and family. If for some reason you cannot find your code, simply ask for it in our live chat — we’re always happy to help!

What's the Ostrom referral bonus?

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Use your referral code to invite friends and family to Ostrom and each receives 35€. Once your contract and the referred person’s contract are confirmed, we will either send you the money immediately (if you’ve signed up with a SEPA Direct Debit mandate) or deduct it from your half-year’s or final bill.

Who are we?

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Ostrom is a digital green energy provider, based in Berlin. We drive the green energy transition towards net zero emissions by making renewable energy more accessible and inclusive for all German households. For this, we help consumers switch, manage and reduce their electricity consumption effortlessly.

What makes Ostrom special?

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To fight climate change efficiently, we’ve established a digital energy management platform to ease Germany’s switch to 100% green energy — while enabling consumers to manage and reduce their own consumption. For this, we offer only one clear, transparent tariff with monthly cancellation, and end-to-end English & German support, all from our website to live customer care. By using modern tech, we keep things lean and simple, allowing us to focus on our customer’s needs and stay 100% green—without needing to markup our tariffs like other providers do.

How is Ostrom's electricity priced?

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Unlike other energy providers, we sell electricity at cost, which means our profits aren’t tied to your consumption. Instead, we charge a monthly basic fee to cover our bills. Since sustainability is one of our core values, we want to encourage our customers to reduce their energy consumption — rather than profit from it.

Does Ostrom also provide gas?

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At the moment, we only focus on electricity, but we’re planning to add gas soon! If you are interested in gas, please let us know in the chat so we can add you to the waitlist.

Does Ostrom also provide electricity to businesses?

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Yes! We deliver up to 15,000 kWh for businesses.

Switching Providers

Does Ostrom support electric heating or heat pumps?

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At the moment, we only offer tariffs for so-called household electricity profiles. As a startup, we cannot offer tariffs for electric heating with HT/NT meters or heat pump electricity — yet!

HT/NT meters especially, measure the electricity consumption for day and nighttime. Some energy providers offer special energy contracts, making electricity cheaper at night. We’re working on integrating further tariffs in the future.

I want to switch to Ostrom — how?

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Switching is super easy. All you need to do is sign up on our website using your address & kWh consumption (the size of your household gives you an estimate), and our team will do the rest! We’ll contact your current provider and network operator, and make sure your lights stay on at all times.

What do I need to consider regarding the Sonderkündigungsrecht (Special Right of Termination)?

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If your energy provider announces a price increase in writing, you have a so-called Sonderkündigungsrecht, a special right for contract termination. In the announcement, your provider usually tells you for how long this right applies. In most cases, you have two weeks to end the contract, but be sure to check. The exact conditions and deadlines can be found in the general terms and conditions of your contract. Why are we telling you this? If you have a Sonderkündigungsrecht and would like to switch to Ostrom, unfortunately, we can't do it for you. In this case, you must end the contract yourself by sending a written cancellation to your supplier by email, fax (ha!), or post. If you want to know more, come talk to us in the live chat!

Will my energy supply be interrupted while I'm switching to Ostrom?

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No, we will ensure your lights stay on! We coordinate the exact dates with your ex-provider, and if for any reason there’s a gap between two dates, the Grundversorgung (basic supply) will always back you up.

How long does it take to switch?

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Ostrom starts the process as soon as you sign up, but when you can officially start depends on your previous provider's minimum contract period, the Mindestvertragslaufzeit, which is usually 12-24 months (side note: with us, you can cancel anytime!).

This may mean you’re stuck with your old provider for a while, but don't worry! We sort out everything right away to automate the transition smoothly when the time comes.

Where can I find my Zählernummer (meter number / meter ID)?

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Your Zählernummer can be found on your electricity bill, usually at the top.Alternatively, you'll find the meter ID on your electricity meter. The meter is usually in your home by the front door, in the hallway, or in the basement. If you live in an apartment and can't find it, it's best to ask your Hausverwaltung (landlord or building manager) for details.

What is a Marktlokations-ID, and where can I find it?

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The Marktlokations-ID shows your meter’s location within the German grid system. You'll find it on your most recent electricity bill.

What should I do if I move to a new house or apartment?

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As Ostrom is available throughout Germany, we are happy to continue providing energy at your new address. There’s a chance the electricity network at your new location charges a slightly different price.

If you'd like to know more, ask us at hallo@ostrom.de or message us in the chat.

Contract & Billing

What are the price components of my electricity tariff?

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Our tariff comprises various components. Up to 80% of the electricity price consists, for example, of levies, surcharges, taxes, meter charges, and network charges. Also, the cost of distribution and supply. These affect all energy suppliers equally.

Unlike other providers who increase unit prices for profit, we detach ourselves from your consumption. Instead, we add a transparent basic fee of 6€.

To give you a better understanding of the price components, we made you this delicious pie chart! :)
(from February 2022)

Will I receive an interim bill after a price changes or must I check my current meter reading?

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You don’t have to check your current meter reading, but you can always submit it via the app or email if you like. An interim bill will not be issued automatically. We will calculate the old and new prices transparently in your next annual bill.

Will my monthly payment be adjusted in the course of a price adjustment?

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Your monthly payment, or Abschlag, is adjusted automatically when the electricity price changes. You can easily track this in the app.

We keep you up to date about price adjustments via email, but you can also use the app to overlook anything regarding your payments. Here, you can adjust your monthly payment at all times.

What happens if I use more or less electricity than I estimated?

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At the end of the year, or whenever you cancel your contract, we compare what you paid to what you actually consumed. If you used less electricity than predicted, we will refund the difference. If you use more, you will receive a bill to cover the difference. We can also balance the amount with an interim bill.

What does Ostrom's tariff include? Why is there a flat monthly fee?

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Our tariff comprises the cost price per kWh, the compulsory grid fee that every person using electricity in Germany must pay, as well as a flat service and administration fee.

Traditional providers often add their service and administration fee as part of the unit price, which means the more you use, the more they earn. However, we don’t want to profit from additional energy consumption — if anything, we want to reduce it. So, we’ve made this a flat monthly fee, just enough to pay our bills too.

How does Ostrom calculate my monthly tariff?

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We estimate your electricity consumption based on the size of your household. This, combined with the area you live in (your address) equates to your monthly payment. Any discrepancies will be balanced at the end of the year, or at the end of your contract — whichever comes first. If you think you're paying too much or too little, you can adjust the amount you pay monthly using the Ostrom app. On top of this, we charge a flat monthly fee and environmental levies that add up to 6€.

For more detailed information about these charges, please refer to our terms and conditions.

How do Ostrom's prices compare to other energy providers on price comparison websites?

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We offer renewable electricity at cost with no markup. Considering this, we're already cheaper than most providers. Other providers seeming cheaper on price comparison sites is usually due to a Neukund:innenbonus (new client bonus). If you read the fine print, you'll probably find that the monthly rates increase after a certain period, at which time you’re already locked in. But not with Ostrom!

Does Ostrom give any bonuses, like a Neukundenbonus, Wechselbonus, or Sofortbonus?

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Ostrom always provides electricity at cost. We found that often our competitors who offer such bonuses often lock you into long contracts so they can hike up the price later to make up for it. We want to be fair and transparent instead.

Therefore, we only offer “bonuses” through our referral program: Sign up to Ostrom, share your referral code with your friends, and each receive 35€ when they sign up!

Does Ostrom guarantee the price of their electricity tariffs?

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The Ostrom tariff does not have a price guarantee because we offer electricity prices at cost with no markup. We do this because we don’t want to profit from additional energy consumption — if anything, we want to reduce it. However, this also means you pay less when electricity prices fall. We don't lock you in at a higher price as other providers do.

What payment options are accepted?

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We currently have two payment options:

  • SEPA direct debit. If you give us the mandate when you sign up, we can charge your account automatically every month.
  • A monthly manual bank transfer.

When does the monthly payment take place?

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Since we offer flexible monthly contracts, we always charge you at the beginning of the following month (e.g. the bill for May is due the first banking day of June).

I’ve been billed but can’t see an invoice in the app. Where is my invoice?

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In Germany, you're billed monthly based on the amount you set when you signed up to your energy provider. After 12 months, or whenever you cancel, you will receive a PDF invoice detailing your actual consumption. We will then also debit or credit you, depending on your consumption.

What does "Abschlag" mean? And what do I need to know about it?

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Your Abschlag is a monthly payment based on your forecasted electricity consumption. After 12 months, or whenever your contract is canceled, we compare your forecast to what you actually consumed. If you used less electricity than expected, we will refund the difference. If you used more, you will receive a bill to cover the difference.

As an Ostrom customer, you can track your usage and adjust your monthly payments through the Ostrom app. Head to the App Store or Google Play to download it today!

How can I change my monthly payments?

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You can adapt your amount and payment method in the app’s "Payment" section.

What is the minimum contract period?

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The minimum contract period is 11 days, which is the shortest length possible by law. Unlike other providers, we offer a flexible monthly contract without early exit fees.

What happens once I've fully signed up?

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We'll take over from here! This includes contacting your previous provider to cancel your contract with them. Once we've determined the earliest cancellation date of your current contract, we'll begin the switchover process.

Account

How do I cancel my contract?

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While it would be a shame to see you go, full flexibility is part of our Ostrom promise!

  1. Via App: this is the fastest way to handle the cancellation.
  2. Via TypeForm: Gehe zu Stornierungsanfrage (Deutsch) or Start Cancellation Form (English)
  3. Via Email: Send your email, Customer ID and Order ID to hallo@ostrom.de

We will send you a confirmation email when we have received your cancellation request.

How can I change my personal details?

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Simply open the app, tap the settings icon top right, and edit your details there. Please note that it may take a while for the changes to be processed.

How can I change my Ostrom password?

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You can change your password in the app by clicking "Forgot password?" on the login page.

Meter reading

How often do I need to submit my meter reading?

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We need your meter reading, the so-called Zählerstand, only 1-2x a year. The first at the start of delivery, the second when we issue the annual invoice.

If you want a better overview of your consumption, feel free to report your meter reading more often. This is easiest with our app, but also possible via email or chat.

What is a meter reading? And how do I get one?

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When reading your meter, the difference between the last and current meter reading shows you how much electricity you've used.

For example:

  • On January 1, your meter reads 1234 kWh.
  • On February 1, it reads 1345 kWh.
  • This means your electricity consumption for the month of January was 111 kWh (1345 kWh - 1234 kWh)

Since we enable digital readings, all you need to do is locate your meter and submit the kWh numbers via email or the Ostrom app.

How do I submit my meter reading to Ostrom?

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The fastest way to do this is through the app. Open the app, go to the "Add Reading" section, input the numbers on your meter, and submit. It's that easy! Alternatively, you can send your meter reading via email to hallo@ostrom.de.

I have entered the wrong value, how can I correct my meter input?

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If you have made an error in your meter reading, just send a short email to hallo@ostrom.de or better yet, talk to us in the chat and we'll correct it for you.

Where is my electricity meter located?

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The meter is usually in your home by the front door, in the hallway, or in the basement. If you live in an apartment and can't find it, it's best to ask your landlord or your Hausverwaltung (building manager) for details.

Do I need a new electricity meter for my contract?

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Nope, just let us know the Zählernummer (meter number) of your current meter and we'll take care of the rest.

What do I have to do if my electricity meter is broken?

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Meters rarely break, but if you do suspect a defect please email us at hallo@ostrom.de.

Are smart meters supported?

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We currently do not support smart meters, but we hope to soon!

App

Where can I download the Ostrom app?

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For iOS devices, you can download the Ostrom app from the App Store, for Android devices, from the Google Play Store.

What are the app’s benefits?

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The Ostrom app makes your electricity consumption transparent for you. Access your annual invoices, submit and track your meter reading, and adapt your monthly payments all in one place. We’re always trying to improve the app so we’re happy for you to share your thoughts or ideas for features!

Download the app from the App Store for iOS devices or the Google Play Store for Android devices.

Where can I find my user credentials?

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You can find your personal information in the app. Simply log in with your email address and your password.

Green electricity

As an Ostrom customer, how am I helping with the green energy transition in Germany?

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As of 2021, Germany's electricity mix is still only around 50% renewable. Because of this, the electricity you use at home is usually labeled “grey”. This means you receive both green electricity and fossil fuel from the grid. This is where we come in.

By switching to Ostrom you can increase your impact significantly as you’re then ensuring that solely 100% green energy is fed into the grid. Additionally, the money you pay for that energy automatically supports renewable energy plants which aren’t subsidized by the government.

Privacy

How does Ostrom handle my data?

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Keeping your data safe is very important to us. All information regarding data privacy can be found at our Privacy Policy.

Who is the EDPS?

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All current information about the European Data Protection Supervisor can be found under our Privacy Policy.

How can I delete my data?

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Please send a short email to hallo@ostrom.de and we will get in touch with you.

Green Energy Made Easy

Switch and save in only 5 minutes!

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What are the price components of my electricity tariff?
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Will I receive an interim bill after a price changes or must I check my current meter reading?
Text Link
Will my monthly payment be adjusted in the course of a price adjustment?
Text Link
How do I cancel my contract?
Text Link
How often do I need to submit my meter reading?
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Does my referral code expire?
Text Link
How do I receive my referral code?
Text Link
Does Ostrom support electric heating or heat pumps?
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What happens if I use more or less electricity than I estimated?
Text Link
What's the Ostrom referral bonus?
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What does Ostrom's tariff include? Why is there a flat monthly fee?
Text Link
How does Ostrom calculate my monthly tariff?
Text Link
How do Ostrom's prices compare to other energy providers on price comparison websites?
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Who are we?
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What makes Ostrom special?
Text Link
How does Ostrom handle my data?
Text Link
Who is the EDPS?
Text Link
How can I delete my data?
Text Link
As an Ostrom customer, how am I helping with the green energy transition in Germany?
Text Link
Where can I download the Ostrom app?
Text Link
What are the app’s benefits?
Text Link
Where can I find my user credentials?
Text Link
What is a meter reading? And how do I get one?
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How do I submit my meter reading to Ostrom?
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I have entered the wrong value, how can I correct my meter input?
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Where is my electricity meter located?
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Do I need a new electricity meter for my contract?
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What do I have to do if my electricity meter is broken?
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Are smart meters supported?
Text Link
How is Ostrom's electricity priced?
Text Link
How can I change my personal details?
Text Link
How can I change my Ostrom password?
Text Link
Does Ostrom give any bonuses, like a Neukundenbonus, Wechselbonus, or Sofortbonus?
Text Link
Does Ostrom guarantee the price of their electricity tariffs?
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What payment options are accepted?
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When does the monthly payment take place?
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I’ve been billed but can’t see an invoice in the app. Where is my invoice?
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What does "Abschlag" mean? And what do I need to know about it?
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How can I change my monthly payments?
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What is the minimum contract period?
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What happens once I've fully signed up?
Text Link
I want to switch to Ostrom — how?
Text Link
What do I need to consider regarding the Sonderkündigungsrecht (Special Right of Termination)?
Text Link
Will my energy supply be interrupted while I'm switching to Ostrom?
Text Link
How long does it take to switch?
Text Link
Where can I find my Zählernummer (meter number / meter ID)?
Text Link
What is a Marktlokations-ID, and where can I find it?
Text Link
What should I do if I move to a new house or apartment?
Text Link
Does Ostrom also provide gas?
Text Link
Does Ostrom also provide electricity to businesses?
Text Link