Unfortunately, we’ve experienced a billing error that’s impacted ~20% of our customers. Please read below for details on what happened and what our next steps are.
If you have been impacted by this error, you will receive an email from us no later than 13 August 2025. If you did not receive an email from us, you can relax knowing that your billing has not been affected and is accurate.
What’s happened
Two months ago, we migrated to a new 3rd-party billing system in order to unlock new functionality and quality for our customers. Unfortunately, we’ve just discovered an issue in that system that impacted customers who have either a controlled-load supply or an older-style accumulation-meter. For these customers, the billing system was missing large amounts of pricing data, which caused the system to materially undercharge the “General Usage Wholesale (Av Price)” and “Controlled Load Wholesale (Av. Price)” line items on your bill. Approximately 20% of our customers have been impacted by this error.
What’s next
We’re really disappointed with this error, and our team apologises deeply to the customers caught up in it. We take the trust our customers place in us extremely seriously, and a big part of that is that you can trust that the bills we send you are accurate.
We are also actively working with our billing provider to fix the root cause of this issue. We will also be implementing further automated testing on our side to ensure this doesn’t happen again going forward.
As you know, Amber’s only margin is our $25/month subscription fee, and so we do need to make sure we pass-through the corrected amount to affected customers to ensure we are financially sustainable.
As a gesture of our apology, we won’t be charging anyone where the undercharge was < $25. For any account with under charge > $25, we will be waiving our subscription fee of $25 for a month.
Affected customers will receive an email outlining the impact on their account and next steps. We will also work closely with anyone that may require financial support.
Thank you for all your support and once again, we are sincerely sorry that this incident has occurred.
Comments
As I'm only new to Amber, when I got my bills I got a bit confused and paid more than I should have so now I'm in credit ( which is a good thing ) now that I've worked out the billing I shouldn't get confused again :-)
We haven’t recieved a bill since July 2025. Requested more than once. Why?
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