My Account Archives - PFP Energy

How do I add an additional person to my account?

If you want to add an additional person onto your account, you need to do this in writing via post using company letter head or via email using the email address we have registered on your account.

How do I add a broker/TPI to my account?

Please note, we do not accept letters of authority directly from brokers/TPI’s. These requests must be sent from our customer either in writing via post using company letter head or via email using the email address we have registered on your account.

Click here to learn more about TPI’s.

How do I update the billing address?

If you need to update your billing address, you need to do this in writing via post using company letter head or via email using the email address we have registered on your account.

Where do I send my account update requests?

Email: business@pfpenergy.co.uk
Post: PFP Energy Business, Edward VII Quay, Navigation Way, Ashton-upon-Ribble, Preston, PR2 2YF

I have emailed PFP Energy with a query about my account, when will I have a response?

PFP Energy Business Team work to a 5 day SLA. If you require an urgent response to your query, please call our Customer Service Team on 01772 395770.

How do I get a refund when I am in credit?

If your account is still active and billed up-to-date, please call our customer service team to arrange the refund of your credit balance. If your account is closed and you have received a final bill, your refund will be processed automatically should your Direct Debit still be in place. If it is not, please call our customer service team to discuss.

How do I change my business tariff?

You will only be eligible to change your business tariff at the end of your current contract. We will contact you well in advance of this in order to discuss our many available options so there’s nothing for you to do at this stage. If you are currently on our deemed/out of contract rates, please call our customer service team in order to discuss our available tariffs.

How do I contact you?

If you have a query about your account that you can’t find the answer to online, you can use our live chat feature in the right-hand corner of this page. You can also get in touch with us using our Contact Form outside of office hours.

What should I do if I have credit?

If your account is billed up-to-date and you have a credit balance, please call our customer service team to request a refund and they will be more than happy to assist you. Any remaining credit balances will be refunded along with your final bill should you choose to leave us.

What are your opening hours?

Our customer service centre opening times are:

Monday to Friday: 9am-5pm (not including Bank Holidays).

If you need to get in touch outside these hours, drop us a message using the form on the contact us page and we’ll get back to you as soon as we can.

Name	Provider	Purpose	Expiration
moove_gdpr_popup	Moove Agency	To save information about which cookies the user consented to.	365 days
PHPSESSID	pfpenergy.co.uk	This cookie is native to PHP applications. The cookie is used to store and identify a users'' unique session ID for the purpose of managing user session on the website. The cookie is a session cookie and is deleted when all the browser windows are closed.	When session ends
hblid	Olark	A visitor identifier that we use only to remember this visitor between visits	2 Years
wcsid	Olark	A session identifier that we use only to keep track of a single chat session	When session ends
olfsk	Olark	Storage identifier that we use to maintain chat state across pages (e.g. message history)	2 Years
_okdetect	Olark	Used for detecting when storage contexts have changed due to things like ssl or host transitions (helps maintain your chat across pages)	When session ends
_okbk	Olark	Extra state information (e.g. chat box being open/closed)	When session ends
_ok	Olark	Most recent Olark site ID (security measure)	When session ends
_oklv	Olark	The Olark loader version (for improved caching)	When session ends
_okla	Olark	Used for caching purposes (loaded from CDN vs. loaded from our infrastructure)	When session ends
_okgid	Olark	Group id the visitor is locked to	When session ends
_okac	Olark	Used for caching by setting a hash for assets to determine if they have changed and if they need to be refreshed	When session ends
_okck	Olark	Used to test whether the visitor’s browser allows cookies to be stored	When session ends
__atuvc	ADD THIS	This widget is commonly embedded in websites to enable visitors to share content with a range of networking and sharing platforms.	2 Years
wbb-user-api	WBB	This cookie enables the the web chat to function.	7 Days

Name	Provider	Purpose	Expiration
_ga	Google	This cookie is installed by Google Analytics. The cookie is used to calculate visitor, session, campaign data and keep track of site usage for the site''s analytics report. The cookies store information anonymously and assign a randomly generated number to identify unique visitors.	2 Years
_gid	Google	This cookie is installed by Google Analytics. The cookie is used to store information of how visitors use a website and helps in creating an analytics report of how the wbsite is doing. The data collected including the number visitors, the source where they have come from, and the pages viisted in an anonymous form.	24 Hours
D	Bing Advertising	This cookie carries out information about how the end user uses the websiteand any advertising that the end user may have seen before visiting the said website.
MUID	Bing Advertising	This cookie is widely used my Microsoft as a unique user identifier. It can be set by embedded Microsoft scripts. Widely believed to sync across many different Microsoft domains, allowing user tracking.
MUIDB	Bing Advertising	This cookie carries out information about how the end user uses the website and any advertising that the end user may have seen before visiting the said website.
_hjClosedSurveyInvites	Hotjar	Hotjar cookie that is set once a visitor interacts with an External Link Survey invitation modal. It is used to ensure that the same invite does not reappear if it has already been shown.	1 Year
_hjDonePolls	Hotjar	Hotjar cookie that is set once a visitor completes a survey using the On-site Survey widget. It is used to ensure that the same survey does not reappear if it has already been filled in.	1 Year
_hjMinimizedPolls	Hotjar	Hotjar cookie that is set once a visitor minimizes an On-site Survey widget. It is used to ensure that the widget stays minimized when the visitor navigates through your site.	1 Year
_hjShownFeedbackMessage	Hotjar	Hotjar cookie that is set when a visitor minimizes or completes Incoming Feedback. This is done so that the Incoming Feedback will load as minimized immediately if the visitor navigates to another page where it is set to show.	1 Year
_hjid	Hotjar	Hotjar cookie that is set when the customer first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID.	1 Year
_hjRecordingLastActivity	Hotjar	This should be found in Session storage (as opposed to cookies). This gets updated when a visitor recording starts and when data is sent through the WebSocket (the visitor performs an action that Hotjar records).	Session
_hjTLDTest	Hotjar	_hjTLDTest When the Hotjar script executes we try to determine the most generic cookie path we should use, instead of the page hostname. This is done so that cookies can be shared across subdomains (where applicable). To determine this, we try to store the _hjTLDTest cookie for different URL substring alternatives until it fails. After this check, the cookie is removed.	Session
_hjUserAttributesHash	Hotjar	User Attributes sent through the Hotjar Identify API are cached for the duration of the session in order to know when an attribute has changed and needs to be updated.	Session
_hjCachedUserAttributes	Hotjar	This cookie stores User Attributes which are sent through the Hotjar Identify API, whenever the user is not in the sample. These attributes will only be saved if the user interacts with a Hotjar Feedback tool.	Session
_hjLocalStorageTest	Hotjar	This cookie is used to check if the Hotjar Tracking Script can use local storage. If it can, a value of 1 is set in this cookie. The data stored in_hjLocalStorageTest has no expiration time, but it is deleted almost immediately after it is created.	Under 100ms
_hjIncludedInPageviewSample	Hotjar	This cookie is set to let Hotjar know whether that visitor is included in the data sampling defined by your site's pageview limit.	30 minutes
_hjIncludedInSessionSample	Hotjar	This cookie is set to let Hotjar know whether that visitor is included in the data sampling defined by your site's daily session limit.	30 minutes
_hjAbsoluteSessionInProgress	Hotjar	This cookie is used to detect the first pageview session of a user. This is a True/False flag set by the cookie.	30 minutes
_hjFirstSeen	Hotjar	This is set to identify a new user’s first session. It stores a true/false value, indicating whether this was the first time Hotjar saw this user. It is used by Recording filters to identify new user sessions.	Session
hjViewportId	Hotjar	This stores information about the user viewport such as size and dimensions.	Session
_hjRecordingEnabled	Hotjar	This is added when a Recording starts and is read when the recording module is initialized to see if the user is already in a recording in a particular session.	Session

My Account

Your questions answered

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Categories

How do I add an additional person to my account?

How do I add a broker/TPI to my account?

How do I update the billing address?

Where do I send my account update requests?

I have emailed PFP Energy with a query about my account, when will I have a response?

How do I get a refund when I am in credit?

How do I change my business tariff?

How do I contact you?

What should I do if I have credit?

What are your opening hours?