Support from Ostrom: Your Go-To Guide


Dolly H


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We understand that sometimes you need quick assistance without having to wait for our customer support team. That's why we've put together this handy guide to help you get the support you need in a snap.

I Need Information: Our FAQs Page

Are you looking for answers to common questions or need detailed information about our services? Look no further than our Frequently Asked Questions (FAQs) page. It's a treasure trove of valuable information that might just have the solution you're seeking. Whether it's understanding your bill, learning about our services, or troubleshooting common issues, our FAQs have got you covered.

I Need to Talk to Someone: The Live Chat

We get it — sometimes, you need a human touch. Our Live Chat feature is here to bridge the gap between your questions and our experts. When you initiate a chat, our friendly bot is ready to assist. It can provide answers, direct you to resources, and more. But if you ever feel like you need to speak with one of our team members directly, don't worry! Simply click on a prompt such as "No, that did not answer my question," and you'll be connected with one of our team members who can assist you further. This could take up to a couple of hours on a busy day but we’ll get back as soon as possible. We're here to ensure your concerns are addressed efficiently.

There’s an Issue in the App

Found a bug? 🐛 If you have any issues with the app, let us help! Send us a message in via Live Chat or an email to hallo@ostrom.de. Attach an image if you can — screenshots or recordings are a huge help for us to fix the problem quickly, too. There are a lot of device types using Ostrom, so information about the phone or tablet type as well as OS version is also useful. Any feedback is always welcome to make sure our app works smoothly for everyone.

I Can't Pay My Bill

Life can throw unexpected challenges your way, and we understand that paying your bills can become difficult. For our customers facing financial difficulties, there are some options we may be able to take.
There are also official authorities that can provide assistance when you can't pay your bills on time. These organizations are equipped to offer guidance and support tailored to your specific situation. Unfortunately, these are often only available in German however here are a few places to start:

  • Consumer Advice Centres (Verbraucherzentralen)
    Advice on budgeting, negotiating with service providers, and accessing financial assistance programs.

  • Social Welfare Office (Sozialamt)
    Support in cases of extreme financial hardship, including assistance with utility bills.

  • Debt Counselling Services (Schuldnerberatungsstellen)
    Advice on managing debt, negotiating with creditors, and finding solutions to financial problems.

  • Local Authorities
    Depending on your location in Germany, local municipalities or city councils may have their own assistance programs for residents facing financial hardship. Contact your local government office to inquire about available support.

If you do not pay your bills, our system will automatically notify our team and you will receive emails from us. Talk to our team if you have questions.

Thank you for choosing Ostrom as your electricity provider. We're here to keep your lights on and your questions answered, 24/7.