FAQs

If you were previously on your utility's default supply rate, you can switch back at any time. If you were previously on a competitive supply rate, you may not be able to switch back to the same rate because suppliers change their rates frequently, but you will be able to switch to any competitive rate available at that time or to the utility default supply rate.

Yes. You can adjust your Autopilot Preference at any time in your Arbor dashboard or by reaching out to support@joinarbor.com.

• If you are currently on an Arbor-secured rate plan: The change will guide our search for your next rate once your current rate plan nears its expiration.‍
• If you are awaiting a switch: We will update our search criteria immediately for your upcoming enrollment.

If you did not link your utility account during signup, you can link your utility account within your Arbor settings. Login to your Arbor dashboard. Select connect in the upper left-hand corner or on the main dashboard landing page. Follow the prompts to connect your utility login details.

Your dashboard will provide your anticipated savings, taking into account your old rate, your new rate plan term length, and energy use.

You can also view your rate details, in comparison to your prior rate, directly on your Arbor dashboard.

We recommend keeping Autopilot on in order to maximize and expedite savings. If you turn Autopilot off, we will stop working with our trusted supply partners to find and secure personalized savings for your utility account.

If you wish to change your Autopilot status, simply sign in to Arbor, select Autopilot at the top of your dashboard, and follow the prompts to update your Autopilot status to your preference.

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Arbor uses your preference as the primary criteria when working with our trusted supply partners to secure your next rate. We look for plans that match your desired contract length and savings goals.

However, we also act as your advisor. While we strive to accommodate your preference, there may be times when it makes sense to deviate. For example, if we see an "opportunistic" rate—such as a massive price drop in the short-term market—we may secure that for you even if you chose the Long-Term Stability preference, simply because the savings are too significant to pass up.

Autopilot Preferences allow you to tell Arbor what matters most to you: maximizing savings in the short term, or protecting yourself from rising utility rates for long-term peace of mind. These preferences act as a guide for our system, helping us determine which energy plans align with your financial goals—whether that is immediate budget relief or long-term price stability.

There are two preferences you can choose from:

• Short-Term Preference: We hunt for rates that beat what you are paying today (typically 1–12 month contracts). You benefit from immediate market drops, though you may be more exposed to market price increases as each rate plan ends.‍
• Long-Term Stability Preference: We aim to secure rates for 12–36 months. These may start slightly higher than short-term options, but the goal is to save you money over the long haul by shielding you from inflation and seasonal spikes. Note: If a good long-term rate isn't available, we may temporarily place you on a short-term rate to save you money while we wait for the right long-term plan.

Arbor only uses your data to help you save on energy. We do not sell your data and we only share it with your permission. The only data we access is data associated with your utility bill and utility account.

Moving is stressful enough without worrying about your energy plan. Your current rate will terminate upon the end of service at your old address, but don't worry about fees. Most suppliers can't legally impose early termination fees when you move, and even in areas where they technically could, they rarely do. For complete peace of mind, Arbor provides a guarantee: if you do incur any moving-related fees, we'll reimburse you in full.

To transfer your account to your new address and start saving again - reach out to us at support@joinarbor.com with your new address and utility provider name.

Right now, Arbor supports only one utility account per user. If you wish to add a second account reach out to our support team at support@joinarbor.com so we can reach out to you once this feature is available (soon!).

While we’re certain you’ll love our service, our support team is happy to help with any rate or account cancellation requests. You can make a cancellation request through our support chatbot in the lower right-hand side of your Arbor dashboard or by emailing us at support@joinarbor.com.

Once we receive your request, we’ll make sure to get back to you within one business day.

If you've received a connection error notice from Arbor, simply login to your Arbor dashboard. Select connect in the upper left-hand corner or on the main dashboard landing page. Follow the prompt to update your utility login details. For all other cases, or if you have any trouble with the above, please email us at support@joinarbor.com.

Upon submission to a new rate plan, you can view your new rate details directly on your Arbor dashboard homepage. We'll also send you a rate reservation email with all the details and a reminder email two weeks later.

If you have questions about Arbor's service, just email us anytime at support@joinarbor.com. If you have questions about your electricity service generally, you should contact your utility. If you have questions about your new rate after you have been enrolled through Arbor, you can contact Arbor or contact your new supplier directly. We will give you their contact information once you are enrolled.