Q: I can’t find my bill, what do I do?

You can find all your energy bills at Minun sivuni ( My pages ) portal here.

Question 1

When will my contract with Hehku start?

Accepted Answer

When you switch your energy supplier, the contract can be transferred to us within 15 days at the earliest.

Question 2

What happens when a fixed-term contract expires?

Accepted Answer

After the end of the term, your contract will continue as a “valid until further notice” type of contract. If you wish, you can change your contract with a 14-day notice period.

In case the terms of the contract change, we'll notify you a month in advance.

Question 3

Can I make a contract on another person’s behalf?

Accepted Answer

You can make an electricity contract on behalf of another person, but for that you need a power of attorney signed by that person.

Question 4

How do I change my electricity contract?

Accepted Answer

You can change your contract easily online. Compare our contracts here. Make a new contract and on the sign-up form choose "I currently have a contract with Hehku".

Question 5

I want to change my electricity supplier, how do I do it?

Accepted Answer

Changing the electricity supplier is easy. Make a contract with the electricity company of your choice, either online or by contacting customer service. Your new electricity company will handle the formalities of changing the supplier.

Here you can compare our electricity contracts.

Question 6

Why do I receive two different electricity bills?

Accepted Answer

Your bill from Hehku Energia only includes your energy consumption. Your local electricity network operator charges electricity transfer separately. That’s why you receive two bills: one for energy consumed, the other for energy transferred.

Question 7

I can’t find my bill, what do I do?

Accepted Answer

You can find all your energy bills at Minun sivuni (My pages) portal here.

Question 8

How can I change the due date on my energy invoice?

Accepted Answer

You can change the due date on your invoice once before the due date has expired in MyRopo.

Question 9

I accidentally paid my bill twice, what do I do?

Accepted Answer

Please contact customer support at Ropo in MyRopo or by phone 09 4246 1379.

Question 10

I’d like to activate e-invoicing, how does it work?

Accepted Answer

You can receive your energy bills from Hehku electronically. You can activate e-invoicing in your online bank when you enter a new payment. Most banks have an option in their online bank to activate e-invoicing. Please notice that our billing operator is Nordfin Capital and the e-invoice in your online bank will be under their name.

Question 11

What happens to Handelsbanken's bill in the merger to S-Bank?

Accepted Answer

Handelsbanken's bills transfer to S-Bank in early December. Instructions for Handelsbanken's clients:

If you have an e-invoice agreement with Handelsbanken and your bank is transferring to S-Bank, you will need to set up a new e-invoice agreement with S-Bank yourself. Hehku's e-invoice agreement will not automatically transfer from Handelsbanken to S-Bank.
If you have a direct payment agreement with Handelsbanken, it will automatically transfer to S-Bank on behalf of the bank. Therefore, you do not need to set up a new direct payment agreement.

Question 12

What is Kivra?

Accepted Answer

Kivra is a digital mailbox, free of charge, that gathers consumer’s documents in one safe app. You can receive in Kivra documents such as invoices, contracts, event tickets and other mail as digital mail from over 40 000 different companies and organisations.

Question 13

How can I receive digital mail in Kivra? What needs to be done?

Accepted Answer

Download the Kivra app from the application store on your phone or visit the address kivra.fi. The Kivra service is free of charge. Register with bank credentials and email address. After the registration your mail will automatically arrive as digital mail in case it would have otherwise been sent as paper mail. In case you have an E-invoice contract on your bank you will not receive those invoices to Kivra as long as the E-invoice contract is valid.

Question 14

How do I log into Oma Hehku customer portal?

Accepted Answer

When you log in the first time, we ask you to use strong authentication. This means logging in using either your Finnish bank credentials or mobile ID. The authentication creates a user account for you.

In the future, you can log in using your email address where we'll send you a one-time code. After inserting your email address, you'll receive a 4-digit code. Insert the code and log into Oma Hehku.

Log into Oma Hehku here.

Question 15

Where can I find my electricity bills?

Accepted Answer

You can find your electricity bills in our Oma Hehku portal.

When you log in the first time, we ask you to use strong authentication. This means logging in using either your Finnish bank credentials or mobile ID. The authentication creates a user account for you.

In the future, you can log in using your email address where we'll send you a one-time code. After inserting your email address, you'll receive a 4-digit code. Insert the code and log into Oma Hehku.

Log into Oma Hehku here.

Question 16

Oma Hehku has replaced My Pages (Minun sivuni). How does it affect me?

Accepted Answer

The customer portal is called Oma Hehku ('My Hehku'). You can find your electricity bills there. The old Minun sivuni (My pages) portal is not in use anymore.

When you log into Oma Hehku the first time, we ask you to use strong authentication. This means logging in using either your Finnish bank credentials or mobile ID. The authentication creates a user account for you. In the future, you can log in using your email address where we'll send you a one-time code.

Log into Oma Hehku here.

Question 17

I’m moving. How do I make an electricity contract for my new home?

Accepted Answer

You can make a new contract online. Here you can compare our electricity contracts. Choose your preferred contract type and let us know on the order form when you want the contract to start. You can choose your moving date for the start date. Remember to terminate your old electricity contract.

Question 18

Can an electricity contract be shared between two people?

Accepted Answer

The contract is always personal and is identified based on the personal identification number. Only one person can make an electricity contract for one address.

Question 19

Our electricity contract is under my partner’s name and they are moving out. Can I transfer the contract under my name?

Accepted Answer

The electricity contract is personal and cannot be transferred to another person. You can make a new contract in your own name, in which case the electricity transfer contract will also be assigned to you. Your spouse will have to cancel their current contract and make a new one for their new address. One address may only have one valid electricity contract at a time.

Question 20

What’s the difference between electricity transfer and electricity sales?

Accepted Answer

Hehku is an electricity retailer and our bill concerns only electricity consumption. Your energy supplier (=energy company, energy retailer) charges you for the electricity you consume per kilowatt hour (kWh).

The local electricity transfer company charges for electricity transfer separately. Unlike your energy supplier, you cannot choose your transfer company. It depends on the location of your address.

Question 21

Can I manage another person’s electricity contract?

Accepted Answer

You can manage another person’s energy contract, but for that you need a power of attorney signed by that person.

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