FAQs

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 terminate your electric service at your old address and start service at your new address, simply contact your utility provider.

Questions? Feel free to reach out to our team at support@joinarbor.com.

If you’re moving to a new utility territory, make sure you contact both your current and new utility provider to initiate a stop and start service request.

To add your new utility account to Arbor, simply follow these steps:

• Login to your Arbor dashboard
• Navigate to ‘Linked Accounts’ in the left-hand side-bar
• Select ‘Add Account’ in the upper right-hand corner
• Follow the prompts to connect your new account

With some utility providers, you may not have all the utility details needed to add the account until you receive your first bill at your new address.

Questions? Feel free to reach out to our team at support@joinarbor.com.

If you’re moving within the same utility territory, make sure to contact your utility provider to initiate a stop and start service request.

If not done automatically by your utility provider, register your new utility account within your existing online profile with your utility provider. If you’ve connected your online profile to Arbor, we’ll automatically add your new address to your Arbor account once it appears within your existing utility online profile.

If you haven’t connected your online profile with your utility provider to Arbor or your new utility account is registered within a separate online profile with your utility provider, simply follow these steps:

• Login to your Arbor dashboard
• Navigate to ‘Linked Accounts’ in the left-hand side-bar
• Select ‘Add Account’ in the upper right-hand corner
• Follow the prompts to connect your new account

With some utility providers, you may not have all the utility details needed to add the account until you receive your first bill at your new address.

Questions? Feel free to reach out to our team at support@joinarbor.com.

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.

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!).

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.

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.

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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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.

If you have switched to a new supply rate plan yourself, please contact our support team at support@joinarbor.com with the new rate plan details so we may update your account appropriately. This will ensure we only act on new rate plans that are beneficial to you, with your new rate in mind.

We currently do not switch supply rates during it’s term length. However, when your current contract term is nearing it's end, we'll start searching for a new competitive rate, compared against the default supply rate with your utility.

Arbor secures electricity supply rates - personalized to you - through our trusted supply partners. These rates help you save money, and aren’t available within the traditional energy supply marketplace. 

These rates may differ from what you see as available on a power switch site, but all rates that Arbor secures will be fixed, commitment free, fee-free, and safe from unexpected price hikes.

Here are just a few benefits of switching to a new rate through Arbor:

1. Stable Costs: Your new fixed rate brings less uncertainty, making financial planning a breeze.
2. No commitments: As always, you're welcome to drop the rate at any time and Arbor will cover any early termination fees (ETFs) incurred. If you keep your Arbor account open, Arbor will continue to look for another lower rate.
3. Renewals: Upon the expiration of your current contract, Arbor will operate in your best interest to secure a rate lower than your utility's default supply rate. If no better rate is available, Arbor will work to move you back to your utility's default supply rate.

It typically takes 1-2 billing cycles for the new rate to take effect and display on your utility bill. This is due to processing time on the supplier and utility’s end.

We’re just as anxious for our customers to start saving and appreciate the patience extended awaiting the new rate to take effect.

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We're typically able to find a better supply rate for our customers within 72 hours after signup. With Autopilot turned on, we will automatically submit you onto the new supply rate to ensure expedited and maximum savings.

Brokerage timeline may vary depending on utility territory and your current supply rate.

If we’re unable to secure a new rate within the above timeframe, it likely means the rate you’re on is favorable but Arbor will continue to work in the background to secure an even better rate plan.

The price to compare (PTC) is the utility’s default supply rate of an electricity bill that can be used to compare against other energy supply rates.

It's typically listed on your utility bill and may change periodically. When someone switches energy suppliers, the competitive supply rate replaces the PTC rate.

PTC may also be known as the Standard Offer Service (SOS) price.

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Arbor only offers fixed rates, usually with a term of 6-18 months. Fixed rates provide price protection and certainty over a guaranteed period of time. Variable rates, on the other hand, fluctuate month-to-month, exposing you to unexpected price hikes.

Utilities operate the electrical grid (the "poles and wires" company), which distributes electricity from power plants, over transmission lines, to your home. In most places, the utility is the default supplier, but in competitive electricity markets you can choose to buy electricity from a competitive supplier. You still receive the same reliable electricity and the same monthly bill from your utility, but at a different rate from the competitive supplier.

A supplier purchases or generates electricity and then sells it to end users through the local utility grid, which is then reflected on the end user’s local utility bill. Suppliers are active in competitive electricity markets, where companies compete to offer electricity, just like cable or internet companies compete for your business.

Our support team is happy to address any questions you may have. Simply email us at support@joinarbor.com.