Stuck? A human will sort it.
Check the quick answers below first — if they don't fix it, email us and you'll hear back within one business day (Melbourne time).
support@energycounselor.ai
Include the email you paid with (if you’ve paid) and a screenshot if something looks broken. Please don’t attach your bill unless we ask — and if we do, we delete it once your case closes.
Quick answers
My bill won't upload or can't be read
PDFs from your retailer’s website or app work best. Photos work too — good light, flat page, all four corners visible. Files must be under 10MB. Still stuck? Email support and a human will process it manually.
I paid but the report is still locked
Refresh the report page first — the unlock lands via your payment confirmation. If it’s still locked, email support with your payment receipt and we’ll unlock it manually, usually within the hour during Melbourne daytime.
A number in my report looks wrong
Tell us which one. Every figure traces to your bill or a dated plan-data snapshot, so we can audit it quickly — and if we got it wrong, we’ll correct the report and tell you what happened.
How do I delete my data?
Email privacy@energycounselor.ai and everything goes within 30 days — usually much faster. Your uploaded bill is already gone; deletion covers the structured numbers and your account.
I want a refund
The 7-day guarantee is real and doesn’t require a debate — see refunds.
What support won’t do
We can’t give personal financial advice, and we won’t pressure you to switch anything. If your situation involves financial hardship, your retailer is legally required to offer a hardship program — ask them for it by name, and see Energy Made Easy for government-backed help.