I’ve signed up to Mojo, what happens next?
Need more information?
Here are our top FAQ’s for Pre and Post Transfer process
What is Pre transfer (or Pre-FRMP) ?
It is when you have completed the application with Mojo and you are in a 10 day cooling off period. Once that cooling off is complete you need to wait for the market to transfer you from your current provider to Mojo Power. Mojo Power organises and pays for a special read of your meter to speed up the transfer process. This allows you to receive a final bill from your current provider and you don’t even need to let them know. That is all taken care for you.
If you are moving to a new property you can complete the application for the new site and that NMI. You will need to ask your previous retailer to close the account of your current/old site – we can’t do that for you.
All your burning questions answered Pre Transfer here:
Once you have completed the signup process you’ll receive a Welcome Pack sent to your nominated email address, which includes:
- Your rates
- Your contract
- Terms and Conditions.
You’ll recieve an email notifying you that your MyMojo access has been activated.
If you indicated, upon sign up, that you have concessions, you will also receive a letter and a form for you to fill out and return so we can register and verify your concession eligibility.
Once you complete your sign up with Mojo and choose the applicable concession option you will receive a letter from us with the concessions forms to complete and return. This will allow Mojo to review the submitted form and ensure you are eligible for rebates to be applied.
Unfortunately, we can only deliver bills to one email address however you can access your bills on the MyMojo portal.
You do! The 10-day cooling off period is a regulatory requirement for all of our customers to ensure we provide all options to help you decide on your energy provider of choice.
That’s okay – these things happen – you have a 10-day cooling off period to help you make the decision.
Mojo is required by regulators to give all new customers a 10-day cooling off period to help you make informed decisions when switching energy retailers.
You may still be in the pre transfer period or you have transferred but you are waiting for your smart meter to be installed and linked to your account.
This shouldn’t happen once you have been transferred to Mojo Power. You should get a final bill from your previous energy retailer and then billing will commence from Mojo in approx. one month – if you have a smart meter.
Breaking up can be hard to do so leave it to us. If you are simple changing retailers, you don’t have to do a thing – once you complete the sign up we will take care of the rest – including notifying your old retailer of the transfer. If you are moving site you will need to ask your previous retailer to close that account – we can’t do that for you.
We always recommend you schedule moving your energy account at least 2-3 business day before your physical move. Once you sign up, our online portal will prompt you to advise the move-in date and you’ll get assistance from our team. If your move means you are moving away from your current energy retailer you will need to let them know you are moving out.
No. Our invoice delivery is via email only. We find it more environmental-friendly, effective, efficient and reliable!
Yes, definitely! If you have entered incorrect or outdated info by mistake, you don’t have to complete the online sign up again. Simple reply to your Welcome to Mojo Power email and we’ll update the details for you.
Or, as soon as your switch is complete (usually within 2 weeks), you will be able to log into your Mojo MyAccount portal to check and edit your details as needed.
You’ll receive a Meter Upgrade Complete letter from us letting you know that the upgrade has happened. This process starts once you have transfered to Mojo Power (Post Transfer). For more information about smart meters click here.
Post Transfer (“FRMP” or “switched”)
Mojo Power is now your provider because your site has transferred through the market. If you applied for a smart meter then this process kicks off and once installed you will start to see data flow through to the app. Hang in there, we’re almost there.
As soon as you receive a letter from Mojo stating your data is now live! It takes approx. 25 days until you see your consumption data on the MyMojo dashboard.
Mojo Power issues bills monthly so you’ll receive your first bill approximately one month after your transfer to Mojo – unless you don’t have a smart meter.
If you are on a basic meter, your first meter reading will be conducted when the next meter reading is scheduled for your area. This will be the same time frame it has always been.
If you are on a smart meter, your first bill will be issued based on your meter data one month from your transfer date.
Yes, provided you have a smart meter installed. With a smart meter installed you will be able to track your usage through our MyMojo App/Portal.
Real time only works on compatible advanced smart meters with Mojo Power. Your signal can also be intermittent which will affect live data. We consider real time as between 0-360 seconds delay.
You’ll receive a Transfer Complete letter to let you know that the transfer has been actioned and you’ve successfully become part of the Mojo family.
You can however our Live Chat is pretty awesome. Jump onto the website (www.mojopower.com) and find the Live Chat box. Simply type in your query and get a quick response. Our Live Chat service is our fastest method of communication. It’s available Monday to Friday 9am to 5pm in NSW and QLD.
Our rates are upfront and not tied to a pay-on-time discount. We do understand that sometimes life gets in the way and we will also work with our customers if you need more time to pay. Contact us via the website Live Chat or email@example.com for assistance.
Our payment terms are 3 business days from the date of invoice.
The energy tab is updated daily. The real-time is a direct remote connection to your smart meter when you click on it. Real-time uses the location’s mobile signal strength at the current given time and takes up to 65-90 seconds – there can be delays and intermittent connection can occur during signal strength varying at your location.
Currently there are three providers that allow the feature of real-time monitoring – Metropolis Metering, Spotless Metering and Metering Dynamics.
If you have one of Mojo’s approved smart meter, you can access the real-time feature screen by tapping the heart icon in the navigation menu at the bottom of the screen. Learn more at www.mojopower.com.au/faq/how-to-use-mojos-mobile-app