Our customer service is here to assist you with any questions related to your account. However, please first check the frequently asked questions below — we’ve gathered them here to help you get a quick and easy answer to your inquiry.
Our customer service is open on weekdays from 8.00 to 16.00.
You can reach us at 029 1800 088 (mobile call rate / local network rate)
You can also contact us via email at customerservice@vihreaenergia.com.
We place a strong emphasis on our customer service. However, there may be times when high demand makes it more difficult to reach us by phone, and responses to emails may take a little longer. That’s why we’ve compiled a list of the most frequently asked questions here. We recommend reviewing these questions and our answers first.
A fixed-term contract is binding to both the customer and the seller and remains in effect at the agreed prices for the specified period. Therefore, if the contract is terminated before the end of the fixed term, it constitutes a breach of contract, and a termination fee will be applied.
Despite the termination fee, you retain the right to terminate the fixed-term contract, but you should be prepared to pay the termination fee. For fixed-term contracts longer than two years, you have the right to terminate the electricity contract after the two-year contract period.
Continuing a fixed-term contract with a new fixed-term contract is not allowed without your consent; instead, the contract will continue as an open-ended product under the current terms, which we will notify you of one month before the end of the fixed term. You also have the option to renew the contract with a new fixed-term contract or switch to another product of your choice.
For Vihreä Älyenergia fixed-term contracts that began after January 1, 2023, the termination fee is determined as follows:
If the customer terminates the fixed-term contract during the contract period for reasons other than those specified in SME2014 (General Terms of Service for Electricity Sales) sections 10.2.1–10.2.5, Vihreä Älyenergia Oy has the right to charge the customer a termination fee equivalent to 90% of the estimated total consumption for the remaining contract period, with a minimum fee of 100 euros (including VAT 25,5%). If you (the customer) are moving to a new location, the contract can be terminated without any termination fee.
If it has been 14 days or less since the contract was made, please send a cancellation notice to us by email or phone. If it has been more than 14 days since the contract was made, and the contract made was valid until further notice / open-ended), make a new contract with another provider who will handle the cancellation on your behalf.
If the contract was made over the phone or via the Internet, the consumer has the right to cancel the electricity contract within 14 days of entering into the contract without providing any reason. The cancellation period begins from the moment Vihreä Älyenergia Oy has received confirmation of the contract being made, either by phone or via the Internet.
The cancellation period ends 14 days after the contract was made.
A consumer has the right to cancel the contract within 14 days of making it without giving a reason.
When moving, it’s a good idea to set up a new contract well in advance, at least a week before the moving date.
If electricity is already on at the location, you can have the contract start on the same business day by calling us. Through the online service, the earliest the contract can start is three days later. If there is no electricity at the location, we recommend calling us.
Please note that if electricity is not on at the location, the local electricity grid service provider may charge a same-day quick connection fee according to their price list.
You do not need to contact the electricity grid service provider. We will provide them with the necessary information to set up the grid service agreement.
If you purchased a property (single-family home, detached or semi-detached house), please inform the electricity grid service provider about transferring the electricity connection into your name.
If you are moving to a new location, it is not possible for us to cancel the electricity sales and grid service contract for the old address. Please notify your current electricity provider or the electricity grid service provider of your move.
When switching electricity providers at the same address, your current provider’s contract will automatically end on the day before our contract starts.
Please provide our customer service (029 1800 088, customerservice@vihreaenergia.com, or via the portal by selecting ‘contact’) with the following information:
Please provide our customer service (029 1800 088, asiakaspalvelu@vihreaenergia.com, or via the portal by selecting ‘contact’) with the following information:
The address is needed to keep your postal address information up-to-date with the contract. The new postal address information is also forwarded directly to the electricity grid service provider when the contract is terminated. Electricity providers and grid companies do not receive address change notifications from the Post Office or the Digital and Population Data Services Agency.
The local provider of the electricity grid is responsible for connecting the electricity. Usually, the connection is done remotely.
We recommend calling your area’s grid operator’s customer service to confirm the situation.
Also, make sure that the main switch is in the “I” position. If the switch is in the “0” position, the meter cannot be contacted, and the electricity cannot be turned on.
Yes, in the case of switching electricity providers, we will handle the termination of the old contract on your behalf.
In cases of switching electricity providers, the new contract can start at the earliest 15 days after the processing date and up to a maximum of 3 months after that date.
If you have a fixed-term contract in place, our contract will start on the day after your previous contract ends. If our contract cannot start the following day, your current contract will continue on an open-ended basis until our contract begins. There will be no interruption in your electricity supply during this transition.
Sometimes the popularity of our app surprises us, which is why we are constantly making improvements to its functionality. As a result, logging in may occasionally be slow, but we are continuously working to improve it.
The app automatically searches the consumption data for electrical devices that it can identify based on the total hourly consumption and categorizes them into their respective groups.
Yes, multiple people can view the consumption of the same usage location. This requires contacting our customer service, after which we can make the necessary linkage for another person.
The app displays consumption data as soon as your electricity distribution company updates the information to Fingrid’s Datahub service. However, there may be a delay in updating the data.
Make sure you have the latest version of the Älyenergia app installed.
Update your app from the app store: for Android here or for iPhone here.
Once you have opened the app:
1. Navigate to ‘Invoices’
2. Click on the invoice you want
3. Press the ‘Download PDF’ button
NOTE: On some Android devices, the PDF invoice may not open. We are working to fix this issue as soon as possible.
Please inform our customer service of the contract name you wish to switch to (029 1800088, customerservice@vihreaenergia.com, or contact us through the portal).
If your current contract is open-ended, you can switch to any regular-priced product. You can change a fixed-term contract once the contract period has ended.
You can find the price of your contract in our Älyenergia app, on your invoice, or on our electricity contracts page.
1) The prices listed on the Nord Pool website are quoted excluding VAT of 24%. Our invoiced prices include VAT of 24%.
2) The average price for spot electricity assumes that the consumption is the same for each hour. In reality, consumption varies by hour. Taking the actual consumption into account can cause the average price to differ from the Nord Pool average price. The data used to calculate the average price on your invoice can be found in the calculation in our portal: INVOICES > Hourly Consumption Costs. Note: the prices in the calculation are shown excluding VAT of 24%.
You can influence the average price you pay by scheduling your consumption during the hours when electricity is cheapest.
With our Älyenergia app, you can monitor your consumption and optimize your electricity use to cheaper hours. Learn more: https://alyenergia.fi/
You can set up your electricity bill as an e-invoice in your online bank by adding a new biller in the E-invoice section. When asked for the company’s name, enter “Vihreä Älyenergia Oy.” Next, you will be asked for your contract number, which you can find in your contract confirmation. After this, you will receive your electricity bills directly to your online bank.
Check if you’ve set up e-invoicing through your bank. If you have, look for the invoice in your bank’s e-invoice service.
Otherwise, we likely sent the invoice to the email address you provided when setting up your electricity contract. Please check if the invoice has ended up in your spam folder. Below are instructions for Gmail, Outlook, and Hotmail cases. You might also find the invoice by searching for “Vihreän Älyenergian sähkölasku.”
Gmail permanently deletes emails older than 30 days from the spam folder, so the email won’t be found after that. If you find the electricity bill in the spam folder, click “not spam.” After this, Gmail will no longer treat your electricity bill as spam.
Our partner Sergel handles our debt collection starting from the payment request. We manage reminders up until that point. If your invoice remains unpaid despite reminders, it is automatically forwarded to Sergel for collection.
If you have received an invoice from Sergel, you need to pay it directly to them.
If you have any questions about the collection invoice you received, please contact Sergel directly. They are available on weekdays from 8.00 to 18.00 at 0200 13113 or via email at asiakaspalvelu@sergel.com.
The due date can be postponed if your payment history is in good standing and you have no overdue invoices. Please contact our customer service to arrange the due date change (029 1800088, asiakaspalvelu@vihreaenergia.com, or through the portal ‘contact us’) before the invoice due date. The due date of a payment reminder cannot be postponed.
If you are using e-invoicing, please remember to update the payment date in your online bank as well.
Yes, our billing is based on actual consumption, meaning we always charge according to the actual amount of electricity used, whenever possible. In exceptional cases, we use the consumption forecast provided by the network operator for the location, which is adjusted by the operator when actual consumption data becomes available. Any corrected consumption is reflected in our billing as an adjustment for the period it pertains to.
We send bills of less than 10 euros if it is a final bill or if we have not billed for electricity usage for a long time. The electricity retailer is required to issue a bill based on actual consumption at least four times a year. A bill of less than 10 euros can also occur if there is a credit on the bill.
We send an invoice only when your account balance exceeds 10 euros. If your consumption is low, it might take a few months before you receive your first invoice.
Sometimes there can be delays or issues with receiving measurement data from the electricity grid service provider, which can prevent us from sending the invoice. We will send the invoice as soon as we have received all the measurement data from your electricity grid service provider.
Sometimes the electricity grid service provider may correct previously reported measurement data after the invoice has already been issued. In such cases, the corrected data will be billed on the next invoice.
A new customer is someone who has not had a contract with Vihreä Älyenergia previously, or for at least 1 year.
Yes, we sell carbon-free electricity throughout Finland.
We certify the origin of our electricity with origin certificates. We use Nordic wind and nuclear power as our electricity sources.
We follow the general electricity sales terms recommended by the Finnish Energy Industries Association (Energiateollisuus ry).
Yes, we buy the surplus electricity generated by your solar panels if the following conditions are met:
We do not charge a brokerage fee for purchasing your surplus electricity, and the contract does not include a basic fee or a separate delivery charge.
We pay for the electricity at the same rate as the Nord Pool Spot (Nordic electricity exchange) hourly price for the Finnish price area (excluding VAT).
The purchase of surplus electricity is deducted directly from your electricity bill.
Please note that the purchase agreement for solar electricity can only start once the electricity grid service provider has established a site for your production and we have the site number.
Our purchase agreement compensation is based on the hourly price for the Finnish price area as reported by the Nordic electricity exchange (Nord Pool Spot). In rare cases where the hourly spot price is negative, you would need to pay according to the spot price for feeding excess electricity into the grid.
However, the impact of such moments is very marginal. As a small producer, you are unlikely to become a net payer at the hourly level, especially if there is simultaneous electricity consumption at your site that is covered by the electricity produced by your solar panels.
Therefore, it is not advisable to shut down your solar panels during such rare situations, as the overall impact is minimal. Your home will still consume some electricity, and the benefit of stopping production is very small. If the solar panels do not produce electricity due to the system being shut down, you will need to pay for the consumed electricity, plus the transmission fee and electricity tax.
Datahub is a centralized mandatory information exchange system for all participants in the Finnish electricity market, which was launched on February 21, 2022. Datahub stores information on all electricity customers and electricity contracts nationwide, in accordance with the Electricity Market Act. It is managed by Fingrid Datahub Oy, a subsidiary of the electricity grid operator Fingrid.
Datahub stores essential information for electricity consumption sites, such as customer data and consumption data, as required by the Electricity Market Act. The system accelerates information exchange between different stakeholders by ensuring that the data is equitable and up-to-date for all authorized parties. However, the information only circulates among those who are authorized to access it.
The system standardizes customer, contract, and meter data used within the industry, as well as the processes and schedules for key customer events. For example, when you move or change your electricity supplier, all relevant data is centralized in one place, which speeds up the validation of electricity contracts.
With the implementation of Datahub, new types of usage point identifiers were introduced. The GSRN code replaced the old usage point identifiers starting from February 21, 2022. During this change, each electricity usage point in Finland received a unique 18-character GSRN identifier (Global Service Relation Number). The GSRN code is composed of three parts: the company identifier, a unique identifier, and a check digit. This code uniquely identifies your electricity usage point.
By managing and optimizing your electricity consumption, you can significantly impact your electricity bill. It’s worth choosing Vihreä Älyenergia’s electricity contract, where the electricity is produced using 100% carbon-free methods, generating no carbon dioxide emissions. There can be significant differences in electricity prices – Vihreä Älyenergia’s carbon-free spot electricity is consistently among the most affordable in the Finnish market*.
*We continuously monitor competition and the market to offer our customers the best environmentally-friendly electricity.
029 1800088
(local network rate/mobile charge)
customerservice@vihreaenergia.fi
Our customer service is open on weekdays from 8.00 to 16.00
Vihreä Älyenergia Oy is a Finnish energy company focused on 100% carbon-free, green electricity.
Our popular Smart Energy App, Älyenergia, helps you monitor, optimize and automate your energy consumption.
VAT number: FI26939374
Address: Visiokatu 4, 33720 Tampere
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Optimize you energy consumption
– Älyenergia App
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