Origin Energy App FAQs

You can find these FAQs in the Origin Energy app, under the More tab.

General

You can log in to the Origin Energy App with the same username and password you use to log into My Account.

Can't remember your username?

It's the email address we use to send you emails. If you can't remember it, visit our Forgot your email address page to reset it.

Can't remember your password?

If you can't remember your Origin My Account password, you can reset it from our Forgot your password page.

The Origin Energy iPhone App has the same account information you see when you log into Origin’s My Account online. You’ll see the same bill and usage information in both. When you pay a bill through the app your account balance will change in My Account after the payment has cleared.

Setting alerts in the app will not affect any reminder SMSs you have set up in My Account.

No. You can use your Origin My Account login details to log into the app.

The Origin Energy App is currently compatible with iPhone 5 or above, running iOS 9.0 or later. If you don't have an iPhone, you can log in to My Account through your web browser and manage your account anywhere, any time.

Summary screen

Your projected bill is your cost to date plus an estimate of the electricity you’ll use between now and your next bill. We use your meter data for the same billing period last year to estimate how much electricity you’ll use. This feature is only available for electricity customers with a smart meter.

We can only show predicted bills for electricity customers with smart meters. Smart meters provide more detailed data which allow us to estimate your current and future energy use.

Bills screen

Amount due

Shows the amount due for your energy account, e.g. electricity. If you’re on a plan with a pay on time discount, this will show in your amount due until the due date. Your amount due can include outstanding amounts from previous bills or fees for credit cards, late payment, postage or Australia Post payments.

These can include outstanding amounts from previous bills, late payment fees, credit card or Australia Post payment fees and ones for receiving bills by post. You can find details of any extra amounts by looking at your bill. You can find copies of your bills in the View my Bill section of My Account.

Shows the amount owning on an energy account, e.g. electricity. Not all of this amount may be due immediately. Some fees incurred as part of paying your last bill may be included but may not be due until your next bill, e.g. fees for credit card or Australia Post payments and for receiving bills by post.

Your account balance may include charges or payment fees incurred during your current billing period. These will not be due for payment until your next bill payment date.

Any payments you make, whether through this app, My Account or our other payment methods, will go first to overdue bills then to your new bill, depending on the amount of your payment.

Your billing period is measured from the day after your last bill was issued to the date your next one is issued. This is the period of time you are charged for in your bill.

For electricity customers with basic electricity meter, your billing period is 3 months. Customers with smart meters can choose monthly or 3 monthly billing periods. Natural gas customers in Victoria have 2 month billing periods, in all other states gas billing periods are 3 months.

You can view your billing history and view and download previous bills when you log into Origin’s My Account online.

Payments

It can take up to two business days to process your payment and update your account balance.  You will see a Pending Payments note on your account to show that your payment has been made and is being processed.

Your electricity and natural gas bills are separate because you have separate agreements or contracts with Origin for the supply of your electricity and natural gas. Each electricity or natural gas contract has its own account and bills for that account are issued to you for your usage of that energy type.

No. The Origin Energy iPhone App can only accept payments through a Visa or MasterCard at this time. You can set up a direct debit from your bank account by logging into My Account on our website.

Credit cards

If you use a Visa or MasterCard to pay your bill, you may be charged a credit card payment fee of 0.37% incl GST of the amount paid. 

The card payment fee is directly linked to how much it costs the business to offer this payment method.

No. You can’t save your credit card details through the Origin Energy iPhone App at the moment. 

EasiPay

EasiPay is a payment plan where we average your bill over the year and split it into weekly, fortnightly or monthly payments – you choose the frequency.

You can set up or change an EasiPay payment plan through My Account online.

Your next instalment is the next payment due for your EasiPay payment plan.

When you’re on EasiPay, your next instalment will appear in the app as soon as your last instalment date has passed. You can see the date the instalment is due as “debited on”. 

If you have a direct debit set up to pay your EasiPay instalments and you make a manual payment, it won’t appear in the Origin Energy App. You can see this payment, and your updated account balance in My Account after the payment has cleared.

Direct debit

It can take up to two business days to process direct debit payments and update your account balance.  

You can set up or change a direct debit through My Account, including changing the card or bank account you’re using and updating card expiry and verification details.

Pending payments

A pending payment is a payment you’ve made that hasn’t cleared into your account. It can take up to two business days to process payments and update your account balance.  

It can take up to two business days for a pending payment to clear and update your account balance.  

Pay on time discounts

A pay on time discount is a discount applied to your usage charges only if you pay the total amount due on your bill by the due date. The conditions and amount of your pay on time discount depend on the energy plan you are on.

You will receive your pay on time discount if you pay the total amount due on your bill by the due date and don’t have an overdue amount on your account.

As long as you made your payment by the due date and you don’t have an overdue amount on your account you’ll receive your discount.

If you don’t pay the total amount due on your bill by the due date, you won’t receive your pay on time discount. Your amount due will increase to show the discount has been removed. You may also incur a late payment fee.

Alerts screen

The Origin Energy App will show you a notification when we send you a new bill.

The Origin Energy App will show you a notification two days before your bill payment is due to remind you to pay it.

The Origin Energy App will show you a notification half way through your billing period to let you know how much your bill is likely to be.

As your billing period can be quarterly, bi-monthly or monthly, you’ll get notifications 45 days into your billing period, 30 days into your billing period or 15 days into your billing period.

Simply go to the Alerts screen and move the slider to Off.

No. These alerts are notifications that come from the Origin Energy App.

The alerts you can set up in My Account send an SMS to the mobile number you have saved in My Account.

Costs screen

Graphs

The Costs graphs show the cost of the electricity or natural gas you used over a period of time. You can see your four most recent bills and the combined cost of the four bills.

The year Costs show you the cost for each month and the total cost for that year.

The month Costs show you the cost for each day and the total cost for that month (for electricity with smart meters only).

The day Costs show you the cost for each hour and the total cost for that day (for electricity with smart meters only).

We rely on your distributor to send us your energy usage data. It takes two days for Origin’s systems to receive that data from your distributor.

If you have solar panels, your solar feed-in tariff (the amount we pay you for the unused portion of the solar energy you feed into the grid) gets deducted from your usage Costs. If your solar feed-in tariff was higher than your usage, your average cost will be negative for that period of time.

Data

We can only show predicted bills for electricity customers with smart meters. Smart meters provide more detailed data which allow us to estimate your current and future energy use.

Your Total Carbon Emissions are the amount of CO2 that entered the atmosphere as a result of generating the electricity you used in the period of time shown on your Costs graph.

If you have solar panels, your solar feed-in tariff (the amount we pay you for the solar energy you feed into the grid) gets deducted from your usage Costs. If your solar feed-in tariff was higher than your usage, your average cost will be negative for that period of time.

If you have a smart meter, your electricity Costs information will be 2 days old. This is how long it takes your distributor to send us your usage data.

If you have a basic meter, your electricity Costs information will be up to your last meter read. The data from your meter read takes two days appear in the App as that’s how long it takes your distributor to send us your usage data.

Your natural gas Costs information will be up to your last meter read. The data from your meter read takes two days appear in the App as that’s how long it takes your distributor to send us your usage data.

Download the app today

 

Our app is currently available for iPhone 5, or above, running iOS 9. Simply download the App from the App Store and log in using your Origin My Account details.