Support I am a customer

If you cannot find a particular invoice, log in to your account in the Moje Axpo Customer Portal, go to Help & Support > Invoices > select the subject of your request: I don't have an invoice and follow the instructions.

If you would like to comment on an invoice, log in to your Moje Axpo Customer Portal account, go to Help& Support > Invoices > select the subject of your request: I have remarks regarding invoice and follow the instructions.

Download a list of your invoices quickly and conveniently in the Moje Axpo Customer Portal.

Log in to your account and go to the Settlements section. Under the Payments tab, you will find the ‘Generate report’ button under the filter fields. Simply click this button and you will then download a summary of all your invoices.

If you only want to download a summary of selected invoices, use the convenient document filtering option. Select the criteria you are interested in, such as document type, medium or date range, click ‘Filter’ and then ‘Generate report’. This will download a summary of the documents you have selected.

To change your data, log in to the Moje Axpo Customer Portal. Then go to Help & Support > Change data and follow the instructions.

You can check your balance in the Moje Axpo Customer Portal. Simply log in to your account: on your dashboard you have constant access to the balance overview, and you can also easily generate the balance for the selected day.

You will also find balance information in the Settlements > Balance section, where you can check the current value of your balance. Under ‘Balance generator’ you will generate the balance for a given day. Simply select the date you are interested in and then click ‘Download’ (you will then download the document to your device) or ‘Send’ (you will then receive the document to the email address assigned to your account).

If you want to download the balance statement, select the date range you are interested in. As with the generation of the balance for a given date, here too you can either download it to your device or receive it to your e-mail address.

If you wish to transfer funds, log in to your account on the Moje Axpo Customer Portal, go to Help & Support > Payments & Settlements > select the subject of the request: I want to transfer funds and follow the instructions.

If you would like to request a refund for an overpayment, log in to your Moje Axpo Customer Portal account. Then go to Help & Support > Payments and Settlements and select the subject of the request: I want to request an overpayment refund.

You can also download the overpayment refund statement here.

You will download your list of payments quickly and conveniently in the Moje Axpo Customer Portal. Simply log into your account and go to the Settlements section. Under the Payments made tab, you will find the ‘Generate report’ button under the filter fields. Simply click this button and you will then download a summary of your total payments.

If you want to download a list of only selected payments, use the convenient document filtering option. Select the criteria you are interested in, for example the posting date range, and then click ‘Filter’ and ‘Generate report’.

If you want to change the service period, log in to Moje Axpo, then go to Help and Support > Your Agreement > select the subject: I want to change the service period and follow the instructions.

To withdraw from or terminate a contract, you will need to complete and sign the relevant declaration, which you can download here or from the Moje Axpo Customer Portal.

To send the completed document, log in to Moje Axpo, then go to Help & Support > Your Agreement > and select the submission topic How to withdraw from and terminate a contract.

If you want to transfer your contract, log in to your account in Moje Axpo. Then go to Help & Support > Cession agreement and follow the instructions.

To prepare your energy offtake agreement, log in to the Moje Axpo Customer Portal, then go to Help & support > Energy offtake > select the subject: What is needed to prepare an energy offtake agreement, and then follow the instructions.

Once you have declared your micro-installation and sent the concluded repurchase agreement to the distributor, you will receive a distribution agreement for the generated energy from the distributor. An attachment to it will be a declaration on the selection of the entity responsible for commercial balancing (POB from Polish for short). What should you do with it?

1. Complete and sign the POB and then send it to us for signature.
2. We will send you back the POB we have signed.
3. Give the POB together with your signed distribution agreement for the energy you generate to your distributor. 

To send us your POB statement for signature, log in to the Moje Axpo Customer Portal, then go to Help & Support > Energy offtake > and select the subject: What is a POB statement and what should I do with it.

Your contract has been sent through the Autenti system. It is worth checking that all signatures have been submitted to the system. To do this, locate the messages from the Autenti system in your email inbox and check the status of the signatures.

Do you want to know when the energy collection from your installation will start? Log in to the Moje Axpo portal, then go to Help & Support > Energy Repurchase > select the subject: How can I check the status of the contract and follow the instructions.

If you wish to change your cuntractual power, please download, complete and sign the power of attorney below. You can send it to us via your account on the Moje Axpo Customer Portal under Help & Support > Your energy/gas consumption > select the subject: I want to change the contractual power.

You can generate a report of your energy or gas consumption simply and conveniently in the Moje Axpo Customer Portal. Log in to your account, go to the Delivery places tab, then select the point of delivery for which you want to download the consumption report, and select the date range for which you want to generate the report.

Then click ‘Generate consumption report’ and that's it!

If you want to report an incorrect gas meter reading, log in to your account in the Moje Axpo Customer Portal. Then go to Help & Support > Your energy/gas consumption > select the request topic: I want to report an incorrect gas meter reading.

If you want to request contact with an advisor, log in to your account in the Moje Axpo Customer Portal. Then go to Help & Support > Your Advisor > select the request topic: I require contact with an advisor.

We are committed to providing you with the highest quality service, which is why we constantly monitor the activities of our Authorised Partners and respond to each of your requests immediately.

Are you satisfied with the service provided by your Axpo Partner Advisor? Or do you feel that some aspects need improvement? We would like to hear your opinion. All you need to do is fill in a short form – that way we can respond quickly to any of your requests.

Fill out the form here

The National e-Invoicing System (KSeF) is a government platform for issuing, receiving, and archiving electronic invoices (for up to 10 years) in a single, standardized format.

The obligation to use KSeF will be introduced in stages:

• from 1 February 2026 – for companies with annual turnover exceeding PLN 200 million,
• from 1 April 2026 – for all other businesses.

The system is designed to simplify the invoicing process and increase transparency in settlements between companies.

Instructions on how to log in to the National e-Invoicing System (KSeF) are available here: https://www.gov.pl/web/kas/jak-uzyskac-dostep-do-ksef

The purpose of KSeF is to:

• organize and simplify the circulation of invoices,
• reduce errors and tax abuses,
• enable faster verification of documents by the tax authorities,
• make document archiving and control easier.

Each invoice is securely registered in the system of the Polish Ministry of Finance.

No.

The entire process on our side will be adjusted automatically. After Axpo issues an invoice, you as the buyer will receive it in XML format in your KSeF account, and additionally in the same way as before – by email or post, as well as via the Moje Axpo Customer Portal.

Exactly the same as now – you will continue to receive a visual version of the invoice with billing details (PDF or paper):

• by email or by post (according to your choice),
• and in the Moje Axpo Customer Portal.

Two new elements will appear on the invoice:

• the KSeF number identifying the document,
• a QR code facilitating verification.

No.

The introduction of KSeF does not affect the contractual terms. Bank account numbers, payment deadlines, and other settlement rules remain unchanged.

Yes.

You will continue to receive the visual version of the invoice (PDF) in the same way as before. This document reflects in detail the data from the invoice registered in KSeF.

In the event of technical interruptions or system unavailability, contingency modes will be activated.

We ensure that all invoices will be issued and delivered without disruption, and once the system is restored, they will be registered in KSeF.

The KSeF number will be visible:

• on the invoice visualisation (PDF),
• in the Moje Axpo Customer Portal,
• in your KSeF account.

If you issue invoices to Axpo, the invoicing process will change as of the date when the KSeF obligation comes into force. If you join KSeF on:

• 1 February 2026 – please issue invoices via KSeF. Sending them through other channels will no longer be necessary.
• 1 April 2026 – until 31 March 2026, please continue sending invoices by email in the previously agreed format; from 1 April 2026, please issue invoices via KSeF.

An invoice with two QR codes is issued in offline mode. This means that the document was generated during KSeF unavailability, a failure, or technical issues on the KSeF side. In such cases, two QR codes appear on the invoice, each serving a different purpose:

• “OFFLINE” QR code – allows access to the invoice in KSeF and enables verification of the data contained in the document.
• “CERTIFICATE” QR code – is used to confirm the identity of the invoice issuer in offline mode.

Yes.

Thanks to the implementation of the FA(3) logical structure and appropriate adjustments to our systems, it is possible to correctly issue invoices that take into account the role of Local Government Units (JST).

You can find detailed information here:

• https://www.podatki.gov.pl/ksef
• https://ksef.pl

CSIRE is the Central Energy Market Information System – an information hub where data necessary for the execution of processes in the electricity market is collected and processed.

Through the CSIRE system, electricity market participants such as energy sellers (SE), balancing responsible parties (POB), and distribution system operators (DSO) will be able to exchange information that is essential to the electricity market. The objectives of CSIRE also include:

• standardizing and streamlining electricity market processes, in particular the process of changing electricity suppliers,
• improving competitiveness in the electricity market,
• enabling consumers to have free access to their own electricity market information (including metering data),
• providing professional users with free access to selected statistical data,
• ensuring the availability of data that allows market participants to offer new products and services,
• improving the use of resources of the National Power System (KSE).

The CSIRE system has been operating in the energy market since 1 July 2025. On this date, only selected distribution system operators (DSOs), as well as balancing responsible parties (POB) and energy sellers (SE) servicing metering points belonging to DSOs already implemented in CSIRE, joined the system.

Subsequent entities will join CSIRE during the implementation windows specified in the Act, namely:

• 1 March 2026,
• 1 July 2026,
• 19 October 2026.

Additionally, as of 1 July 2025, CSIRE has been handling processes related to energy consumption points (PPE) connected directly to the transmission system operator (TSO), i.e. Polskie Sieci Elektroenergetyczne S.A.

The official list of entities that have committed to carrying out CSIRE processes as of 1 July 2025 is published on the website of the Energy Market Information Operator (OIRE) here.

No. In accordance with the Act on the implementation of the CSIRE system, electricity sellers join CSIRE in the same implementation window in which the DSOs in whose area they operate declare their participation in CSIRE. None of the DSOs operating in Axpo’s area have declared joining CSIRE as of 1 July 2025.

As we will not be carrying out CSIRE processes until the DSOs we cooperate with join CSIRE, all processes remain unchanged.

OIRE (Operator Informacji Rynku Energii), i.e. the Energy Market Information Operator, is the entity responsible for the implementation, management, and administration of the Central Energy Market Information System (CSIRE), as well as for processing the information collected in the system for the purposes of carrying out electricity market processes.

The role of OIRE has been performed by Polskie Sieci Elektroenergetyczne S.A. since 3 July 2021.

No, there is no such need. Access to CSIRE for electricity users/customers will be available via the “Moje IRE” portal. Access to the “Moje IRE” portal will be possible using an internet connection and a web browser, after prior identity authentication via the National Electronic Identification Node (login.gov.pl).

The “Moje IRE” portal will be available from 1 July 2025. You can find the link to the portal here.

The “Moje IRE” portal is intended for users of the National Power System (KSE), in particular end customers (including prosumers) and generators. It provides access to data relating to these users or data to which they have been authorized, in particular energy consumption point data concerning:

• contracts (comprehensive, sales, and electricity distribution service agreements) registered in CSIRE,
• technical parameters,
• metering data.

The portal also allows the data owner (the KSE user) to grant consent for access to this data to other entities – for example, energy sellers with whom they plan to conclude a new contract.

The CSIRE system collects and processes electricity market information, including:

• information related to the metering point (e.g. address, contracted capacity, tariff group, concluded contracts),
• electricity metering data,
• information on events recorded by remote reading meters,
• commands received by remote reading meters,
• other information necessary for the supply of electricity.

Electricity metering data will be collected from electricity meters, including remote reading meters, by DSOs and the transmission system operator (TSO), and then transferred to CSIRE.

The system will store and provide metering data only to authorized entities. CSIRE users, including electricity customers, will have access to their data via the “Moje IRE” portal created by OIRE.

No, having a remote reading meter is not a requirement for using CSIRE.

Data in the CSIRE system for energy consumption points belonging to DSOs that have joined CSIRE will be updated in accordance with the time windows defined by OIRE. For example:

• for the supplier change process, this is typically from 1 to 30 calendar days before the planned start of service provision; in the case of a declaration of intent authorizing the energy seller to conclude a distribution agreement, it is from 3 to 30 calendar days before the planned start of service provision,
• for the activation of reserve supply, this will take place on the day from which there is no energy seller providing services in the characteristics of the energy consumption point.

Yes, access to metering data will be available via the “Moje IRE” portal. The available information will cover electricity consumption and generation, with a resolution of up to 15 minutes, allowing comparison across different periods, as well as the option to download this data from CSIRE in various file formats.

Ultimately, CSIRE will enable selected electricity market processes to be shortened, in particular the supplier change process – from the current 21 days to 1 day.

No, it will not be mandatory. However, access to CSIRE via the “Moje IRE” portal may be beneficial for users, as it provides access to data related to a given electricity consumption point, such as concluded contracts, information on electricity consumption and generation, and the management of selected consents.

Reserve sales is a solution designed to ensure the continuity of electricity supply to customers and to protect them from the negative consequences of events attributable to their previous electricity seller, until the customer selects a new electricity supplier.

This is guaranteed by a reserve sales agreement or a comprehensive agreement that includes the provisions of a reserve sales agreement. As of 1 July 2025, such agreements will be concluded by operation of law in the situations described above – that is, without any action required from either the customer or the reserve seller.

As of 1 July 2025, the reserve electricity seller in the area of a given distribution system operator (DSO) is the electricity seller with the largest sales volume to final customers connected to that operator’s distribution network in the period from 1 January to 31 August of the preceding year (the so-called obligated energy seller).

Obligated energy sellers are designated by the President of the Energy Regulatory Office (URE) by way of an administrative decision by 31 October each year for the following year.

Axpo is obliged to provide reserve electricity sales in the areas of distribution system operators for which it has been designated as an obligated energy seller, in accordance with Article 40(3)(1) of the Act of 20 February 2015 on Renewable Energy Sources.

The distribution system operators in whose areas Axpo is the obligated energy seller in 2025 are:

• Acpro sp. z o.o. 1 sp. k.
• FPM S.A.
• Energia Euro Park sp. z o.o.
• Elektrociepłownia Zduńska Wola sp. z o.o.
• PGE Górnictwo i Energetyka Konwencjonalna S.A.
• Veolia Energia Poznań S.A.

No. Changes in the regulations do not entitle you to terminate your electricity sales contract with Axpo.

If Axpo receives a notice of termination before the end of the contractual term due to changes in the above-mentioned regulations, Axpo is entitled to claim payment of a contractual penalty.