Frequently Asked Questions

It is necessary to transfer the electricity batch in your own name within 30 days. Please bear in mind that if you do not enter into a contractual relationship for the sale of electricity, you will not be able to receive information about the object of consumption, including requesting inquiries, making signals and inquiries, requesting additional services to ENERGO-PRO Sales AD.

Information on current electricity prices can be found at Prices and tariffs.

• Online at web address: https://vp.energo-pro.bg/;
• By calling the phone 0700 800 61;
• By sending an email: service@energo-pro.bg;
• On site in consultation with our specialist in Customer Service Center;
• On site through consultation with an employee in the offices of our partners — EasyPay and Bulgarian Post.

The EWRC determines the prices of electricity and network services for domestic consumers, regulates the conditions of supply and monitors the market balance.

Only households (household customers) have the right to purchase electricity at regulated prices. Business customers and institutions are in the liberalized market.

These are charges for access and transmission of electricity through the electricity transmission and distribution networks. They are paid by all customers — domestic and non-domestic.

Prices will be shaped by market conditions, but the EWRC will continue to apply compensations for a smooth transition to full liberalisation.

It is a licensed electricity supplier that sells electricity at regulated prices to household consumers.

Yes, every household can choose to buy electricity from a trader on the open market, but most customers prefer the regulated market because of price stability.

Prices for domestic customers

It's not yet. After a certain transition period (not yet defined), all domestic customers must switch to the free market. Temporarily, if you do not choose a merchant, you remain on an officially insured delivery (supplier of last resort).

No. The change is administrative and does not lead to a power outage.

The network operator remains the same — he is responsible for the physical supply of electricity, maintenance and troubleshooting.

Prices are set by the trader and depend on the market situation. They can be fixed (do not change for a certain period) or floating (tied to exchange values).

Yes, but it's a good idea to check the terms of the current contract — there may be a notice period or penalties for early termination.

No. The procedure is free. You do not pay anything for the change of trader.

In this case, you automatically switch to a provider of last resort. You will have plenty of time to choose a new trader.

This is the process by which households with photovoltaics or other small renewable energy installations sell the excess energy produced to a trader — in this case ENERGO-PRO.

Any household customer with an installation of up to 30 kW, which is legally connected to the network.

The price depends on the current market conditions and the parameters agreed with ENERGO-PRO, always guaranteeing transparency.

All payments are made by bank transfer, within the terms specified in the contract.

No. For households with small installations that sell only the surpluses, no license or registration as a dealer is required.

The price of electricity from DPI is higher than what ENERGO-PRO Energy Services can offer you, due to the additional risk allowances and administrative costs. More information about our products you can learn here.

A last-resort supplier (LPI) is an energy enterprise that holds a valid license for the activity “supply of electricity by a supplier of last resort”, issued in accordance with current legislation. ENERGO-PRO Sales AD carries out the activity “supply of electricity from a supplier of last resort” in a separate territory under the License for supply of electricity from a supplier of last resort with № L-410-17/01.07.2013, issued by the Commission for Energy and Water Regulation.

According to the regulations, a supplier of last resort supplies electricity in cases where the main supplier, by virtue of a sales contract or a contract for combined services, is unable to continue to supply due to bankruptcy, liquidation, revocation of a license, removal from the market, termination of the supply contract or any other event resulting in a temporary or permanent interruption of the supply of electricity, as well as to final customers who cannot be customers of the final supplier to the choice of another supplier.

Customers pay DPI for the supplied electricity at prices determined according to the Methodology for determining the electricity prices of the supplier of last resort, adopted by the Commission for Energy and Water Regulation on the basis of Art. 21, para. 1, item 12 of the Energy Act. In accordance with the Methodology, the price of electricity per DPI is determined after the expiration of the calendar month and the receipt of validated measured values by the electricity distribution network operator. The price is individual for each place of consumption according to its load profile. For more information on pricing: https://energo-pro-sales.bg/bg/za-klienta/klienti-na-dostavchik-ot-posledna-instancija/cena-na-dpi

The Company sells electricity to its customers at prices determined according to the Methodology for Determining Electricity Prices of the Supplier of Last Instance, adopted by the Commission for Energy and Water Regulation on the basis of Art. 21, para. 1, item 12 of the Energy Act. The methodology does not include charging according to the hours of the day - day/night tariff.

No. After registration, it is necessary to submit a separate application for connection to the network and installation of an electricity meter.

The required documents depending on the specific case are described here − situ https://www.energo-pro-sales.bg/bg/novi-klienti.

The procedure for changing the provider requires the submission of an application, which must be considered and processed. To implement the shift from the 1st of the month, the application must be submitted no later than the 10th of the previous month. If you submit an application after the 10th, the change will take effect from the 1st of the following month.

The service of changing the electricity provider is not accompanied by a fee.

When you become the owner or user of a property, you must transfer the lot in your name. This applies to purchase, rental or other use.

Processing usually takes up to 5 business days after receiving all the necessary documents.

Submit a notification to ENERGO-PRO that you are leaving the property. If possible, provide details of the new user or owner.

Yes, the service is available online. You will need to upload scanned copies of the necessary documents. Check the “Transfer Batch” section of the site.

If you continue to use the property without being the owner, legal and financial liabilities may arise. The old holder can terminate the contract unilaterally.

This is the process by which a property or building is entered into the information system of ENERGO-PRO and receives a unique object-ID, necessary for subsequent services such as connection, electricity meter, billing, etc.

When:

• You have built a new building
• You have purchased an object that was not connected to the electricity distribution network
• You make the division of an existing property into separate objects
• It is about a property with a change in purpose

Yes. It is possible if you present another document from the municipality certifying the stage of construction or the usability of the property. ENERGO-PRO will assess whether it is sufficient.

Registration of a new object is not charged. Charges may arise in subsequent steps such as hook-up or installation of an electricity meter.

Yes, a power of attorney with notarization or on a company sample is required.

No. After registration, it is necessary to submit a separate application for connection to the network and installation of an electricity meter.

Information about the final dates for payment of electricity bills can be found in your invoice or on the company's website.

The power supply may be interrupted for any overdue and unpaid obligation, subject to the prescribed notice periods.

You can register a mobile number or e-mail address to receive notifications about late payment and impending power outages:

• On the website of the company https://update.energo-pro.bg/;
• In our Customer Service Centers (here you can see their addresses);
• To our e-mail service@energo-pro.bg.

Important! ENERGO-PRO Sales is not responsible for notifications not reaching their recipients due to outdated phone number/email address or in case of problems with their delivery by the respective mobile operator/Internet provider.

The company provides customers with ordinary and express power restoration services, according to the Price List of ENERGO-PRO Sales AD (https://www.energo-pro.bg/web/files/richeditor/documents/cenorazpisi/2020/pricelist-eprs-20-08-2019-bg.pdf):

• In the ordinary service, the power supply is restored by 12 noon on the next working day after payment by you;
• In the express service, the power supply is restored within six astronomical hours after payment by you.

Important! The express service must be requested at our Customer Service Centers (here you can see their addresses) or at the cash desks of Bulgarski Posti AD, on a working day until 18:00.

No. Refunds are made only on working days and after payment of all amounts due.

ENERGO-PRO provides its customers with the following payment channels for electricity bills:

By bank transfer through:

• Direct Debit — the current obligation is paid from your bank account, automatically, every month. You can declare your desire to switch to direct debit payment by filling out a form at your servicing bank;
• ATM — the BPay function is selected from the device and the Commercial Identification Code of ENERGO-PRO is indicated: 50003;
• Payment order — the amount due is transferred to the account of ENERGO-PRO at UniCredit Bulbank AD, IBAN: BG80UNCR70001523953311, BIC: UNCRBGSF. In the basis of payment, indicate a customer number.

Cash on site in:

• Convenient for you customer service center of ENERGO-PRO;
• The post offices of Bulgarian Post;
• EasyPay cash desks

Important! In accordance with the Law on Limitation of Cash Payments, the amount deposited at the cash desk may not exceed BGN 10 000. Via the Internet:

• Online at: https://vp.energo-pro.bg/ 
• Electronic payment system ERAU.bg.
• Electronic banking through the website of your servicing bank;

Important! For security reasons, ENERGO-PRO has set a limit for customers paying by card through its website. The amount transferred cannot be more than BGN 1 000.

If you pay by bank/electronic/ at Easy Pay cash desks, the electricity will be refunded on the next working day, after the day on which the payment is received on the bank account of ENERGO-PRO Sales.

No. It is enough to specify a valid email address.

You can download the Configurator from the B-Trust website.

Contact us at service@energo-pro.bg or 0700 800 61.

The application can be submitted:

• Online through the ENERGO-PRO website;
• On site in a customer center;
• By email with scanned documents attached.

This information is protected by law. To receive it, a written declaration or consent from the current holder is required.

It is necessary to terminate your contractual relationship with the company for thisspecific object by completing and filing an Application for Termination of Contractual Relations with a Final Supplier in one of the following ways:

- Online, as the Application should be signed with a qualified electronic signature (QE) and sent to the email service@energo-pro.bg;

- On site in a customer service center convenient for you;

- By conventional mail with notarization of the signature laid on the Application.

After registering the request, we will also prepare an invoice for your last obligation. The contract for the sale of electricity is terminated after payment of all obligations, including the invoice for your last obligation for the specific object.

If you do not terminate your contract, you continue to be a customer of the company for this property and any obligations incurred by subsequent users of the property/site will be charged to you.

Payments in the ENERGO-PRO Customer Service Center and part of the cash desks of partner Bulgarian Posts, mainly in large settlements, are reflected in the information system at the time of their execution.

In case you have paid in another way and the payment term has already passed, you can send a copy/photo of the payment order to email service@energo-pro.bg and contact us on: 0700 800 61 to assist you.

You don't need to do anything. If you are a customer on a free market and your electricity supplier has ceased its activity or you have not chosen a supplier, you will automatically obtain electricity from DPI.

No, this circumstance does not affect the electricity supply of your site. In the event that an event occurs, due to which your trader ceases the supply of electricity, the supply of electricity begins to be carried out ex officio by DPI.

Information about invoices for the past period can be provided by the company after you request and pay for the service, according to the approved Price List of ENERGO-PRO in the amount of €1,02 /2 BGN incl. VAT. (for each copy of invoice). You can request the service at the email address service@energo-pro.bg and pay by bank transfer or at the Customer Service Center, with payment in cash.

You can request an electronic invoice at: situ https://update.energo-pro.bg.

You can request an electronic invoice in one of the following ways:

- To the address: https://update.energo-pro.bg/

- By filling out a Correspondence Data Update Statement in a Customer Service Center convenient for you

- By filling out, scanning and sending a Statement of Data Update for Correspondence, signed with a qualified electronic signature (QE), to e-mail service@energo-pro.bg

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The customer number is a 10-digit number with which we can identify you as a customer and provide you with information and services offered by the company. Your customer number is also needed when paying obligations for consumed electricity.

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Your customer number is entered in each invoice issued by the company for consumed electricity.

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The subscriber number indicates the object for which ENERGO-PRO Sales supplies you with electricity. For example, if you are a customer of the company for two objects, you will have two different subscriber numbers.

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You can quickly and easily update your communication data with ENERGO-PRO at: update.energo-pro.bg.

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The WIN/Z-number is an alphanumeric code identifying the object of consumption.

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You can update your personal data in one of the following ways:

- By sending to our e-mail service@energo-pro.bg a completed and signed with a qualified electronic signature (KEP) declaration for updating customer data;

- By sending to the address Varna, 258 Vladislav Varnenchik Blvd., for ENERGO-PRO Sales AD a completed and signed paper declaration for updating customer data;

- On site in a customer service center convenient for you.

Compare the readings for each tariff from your last invoice with the current tariff readings from your electricity meter. If you find that the current readings are lower than those on the invoice, this may be due to a reporting error.

If you think that your electricity meter does not measure the electricity consumed by you correctly or you find that an error has been made in reading, you can contact the electricity distribution company - Elektrodistribuenie North (for the territory of North-East Bulgaria).

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For Individuals you should contact your servicing bank. The bank will notify us of the change in the payment method.

For Legal Entities it is necessary to provide us with Consent for direct debit certified by your servicing bank.

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The accrual of interest is the generally accepted way of acting in case of delayed performance of a monetary obligation. The compensation for late payment is the statutory interest, the amount of which is determined by the Council of Ministers under the provisions of the Law on Obligations and Contracts.

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Yes, you can register an email to receive notifications about an impending power outage in case of late payment on the website: situ https://update.energo-pro.bg/.

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