Anyone searching for Eprimo rarely wants pretty promises; they want reliable answers. Is it a reputable provider? How does the switch work? What exactly do green electricity and climate-neutral gas mean at Eprimo? And how do we avoid typical pitfalls around the contract, monthly instalments and cancellation? In this detailed guide we bring together everything you should know about Eprimo, so you can make decisions that fit your household and also prove themselves in everyday life.
We write deliberately in a people-friendly way: with clear terms, real practical examples and an eye on typical situations many households know. Like the moment the annual bill rustles when you open the envelope and your heart briefly beats faster. Good information starts right there: it should provide security before uncertainty turns into an expensive mistake.
Eprimo at a glance: Who is the provider and what does it offer?
Eprimo is a nationwide energy provider based in Neu-Isenburg (Hesse). The company supplies electricity and gas to households in Germany and, according to publicly available information, belongs to E.ON Energie Deutschland GmbH. As a brand, Eprimo is often mentioned in the same breath as low-priced tariffs; at the same time, for several years the provider has emphasised a focus on green energy.
Important for classification: an electricity or gas provider like Eprimo is your contractual partner for price, billing, service and tariff. The grid – meaning lines, meter technology and the physical supply – is the responsibility of the local grid operator. This separation is decisive for almost all questions: if lights flicker or the heating fails, the problem is usually not the supplier but a grid fault or the building technology. For your contract, your monthly instalment or a bill, however, the supplier is generally responsible.
According to the company’s own information, Eprimo supplies more than 1.7 million households with green energy. Such orders of magnitude are relevant because they allow conclusions about processes, system landscape and customer-service structures. A large provider can often procure cheaply and handle many cases in a standardised way, but it also has more enquiries and therefore a higher risk of waiting times if processes do not run cleanly.
Is Eprimo part of the basic supply?
Basic supply means: in every grid area there is a basic supplier, i.e. the supplier that supplies most household customers there. If you do not conclude a contract but consume electricity or gas, you usually end up automatically in the basic supply. According to its own information, Eprimo is not only a nationwide provider, but is also the basic supplier in parts of the Groß-Gerau area in Hesse. For most readers, however, the following applies: in your own town, the basic supplier is often a municipal utility or a regional supplier. You can find out exactly who the basic supplier is from the local grid operator or via consumer information from the Federal Network Agency.
Which product areas are typical at Eprimo?
At its core, Eprimo is about electricity tariffs and gas tariffs. In addition, you can find topics and offers around modern energy use, for example tariffs for charging EVs at home or information offers on solar energy. Such additional areas are interesting for many households because electricity consumption is changing: anyone charging an EV or running a heat pump has a different load profile than a small single household.
How the energy market works: what Eprimo can do and what lies with the grid operator
To assess Eprimo fairly, we need to sort out the energy market briefly. Then it quickly becomes clear why some topics are easy to solve with the provider and others are not.
Supplier, grid operator, metering point operator: three roles, one meter
In everyday life, people often talk broadly about the “electricity provider”. In fact, however, several actors are involved:
- The supplier (for example Eprimo) sells you energy at a certain price, sets monthly instalments, issues bills and organises the change of supplier.
- The grid operator runs the lines and ensures the technical operation of the electricity or gas grid. In the event of faults, it is responsible, not the supplier.
- The metering point operator is responsible for meters and metering systems. This can be the grid operator, but it does not have to be. This role is very important for smart meter topics and meter replacements.
- This separation explains why switching to Eprimo does not change the reliability of the grid. You receive the same physical energy; only the contractual partner and the billing change.
Basic supply and replacement supply: safety net for households
Many people worry when switching that they could suddenly be left without electricity. In practice, this is very rare because the basic supply forms a kind of safety net. If you take electricity without having concluded a contract beforehand, a basic supply contract is usually created. This is regulated by law and ensures that nobody is left in the dark just because paperwork is missing.
But it is also important: basic supply is often more expensive than a well-chosen special contract. If you end up in the basic supply, you can still switch later to Eprimo or another provider, but not retroactively. This has become even more relevant since 2025, especially when moving, because retroactive corrections are practically no longer possible.
Tariffs at Eprimo: price components, terms, bonus and price guarantee
When it comes to Eprimo, many questions revolve around the price. Here a sober look is worthwhile: not every cheap entry remains cheap, and not every higher price is automatically bad. The decisive factor is how the tariff is built and whether it fits your consumption.
Basic charge and unit price: the foundation of every electricity tariff
Electricity and gas tariffs usually consist of two main parts: a fixed basic charge and a consumption-based unit price. The basic charge often covers billing, customer service and parts of the grid costs. The unit price is the price per kilowatt hour, i.e. what you “take along” with every use.
Term | What does it mean? | Why is this important for Eprimo customers? |
Basic charge | Fixed amount per month or year, regardless of consumption | With low consumption, a high basic charge can “eat up” a low unit price |
Unit price | Price per kilowatt hour (kWh) | With high consumption, the unit price often has a stronger influence on total costs |
Monthly instalment | Monthly advance payment based on a consumption forecast | Instalments that are too high reduce liquidity; instalments that are too low lead to additional payments |
Annual bill | Final bill based on actual consumption | This is where you see whether the tariff and the instalment really fitted |
A typical mistake when comparing Eprimo tariffs is to look only at the “monthly price” without checking how it was calculated. Comparison portals often calculate with a standard consumption. If your household deviates from this, reality can look quite different. A two-person household in a well-insulated flat has different values than a house with a tumble dryer, an aquarium and home office.
Term and notice period: how flexible is an Eprimo tariff?
Tariffs differ in term, notice period and price binding. With large providers like Eprimo, we often find models with a 12-month term, sometimes longer, as well as flexible variants. The details change depending on the tariff and time, so the rule is: always read the price sheet and contract information before concluding the contract, not just the summary.
For many households, a 12‑month tariff is a good middle way. It can provide price stability and reduces switching stress. Anyone who needs maximum flexibility, for example because of a move or unclear life planning, should pay more attention to short terms and fair notice periods.
Bonus at Eprimo: a chance to save, but with conditions
Bonus models are common in the energy market. Depending on the campaign and tariff, Eprimo also works with bonuses, for example a new-customer bonus or an instant bonus. Such benefits can be real, but they are almost always tied to conditions. Typical examples include minimum contract terms, punctual payments, or the rule that the bonus is only paid out after a full year of supply.
We recommend consistently checking three questions with bonus offers:
- When is the bonus paid out, immediately or only after 12 months?
- What is it tied to, for example a minimum term or no move?
- How does it affect the price after the first year when the bonus falls away?
Anyone who looks only at the “price in the first year” can be in for a surprise in the second year. A fair comparison therefore calculates at least two scenarios: year 1 with bonus and year 2 without bonus. If you want to switch actively every year anyway, a bonus can make sense. If you want peace and quiet, a permanently good unit price is often more important.
Price guarantee: which price components are really protected?
Many tariffs advertise a price guarantee. In practice there are different types. Some guarantees refer only to the energy price component, others include additional components. State levies, taxes or grid charges are often excluded because the provider cannot control them. That is not automatically bad, but you should know what exactly is guaranteed.
Our advice: with Eprimo (as with any provider) it is worth looking into the contract details. They state which price components are fixed and what can change. A short wording on an overview page is not enough if you want to avoid later discussions.
Eprimo green electricity and climate-neutral gas: what is behind it?
Many people choose Eprimo because they want green energy without paying premium prices. At the same time, the term “green electricity” is not legally protected as a uniform quality promise. That does not mean green electricity does not exist, but that we have to look more closely at which evidence, criteria and certificates are used.
What does green electricity mean at Eprimo?
Eprimo states that its electricity tariffs come 100 percent from renewable energies and are audited by TÜV NORD. Two central aspects are contained in such statements:
First: guarantees of origin. For electricity from renewable energies, guarantees of origin are used that document the origin and are intended to ensure that a certain amount of renewable electricity is not sold twice as “green”. The system creates transparency, but depending on the tariff it does not automatically say how strongly the expansion of new plants is promoted.
Second: certificates. When providers work with TÜV audits, this usually means that defined criteria are complied with and regularly checked. For many consumers this is an important orientation marker because it goes beyond pure self-statements.
Climate neutrality: company vs. product
Eprimo points out that it has been certified as climate neutral as a company since 2022 and that climate balances are audited and residual emissions are offset via climate protection projects. Here we should keep the wording precise: climate neutrality is usually achieved through a combination of avoidance, reduction and compensation. Compensation can be useful, but it is not the same as “no emissions”. Anyone who takes climate protection seriously may find this differentiation helpful.
With gas, the debate is particularly important. “Climate-neutral gas” often means that the resulting emissions are balanced out on paper. Physically, natural gas remains a fossil fuel. That does not have to stop anyone from choosing a suitable tariff, but it helps bring expectation and reality together.
Electricity labelling: where do we find reliable information?
In Germany, energy companies are obliged to disclose information on the energy source mix and environmental impacts. You typically find this electricity labelling on the bill, as an attachment to the bill or in the download area. In Eprimo tariff presentations, there are sometimes references to PDF documents that describe the energy mix. For interested households, this is a good source for checking statements such as “100 percent renewable” more closely.
If you understand sustainability not only as a label but as measurable impact, an additional look at recognised green electricity labels can make sense. Some labels focus more strongly on the expansion of renewable energies or exclude certain corporate shareholdings. That is a topic in its own right, but it can play a role in the decision for or against Eprimo.
Switching to Eprimo: process, 24-hour procedure and the key data
Technically, switching to Eprimo is usually uncomplicated, but since 2025 there have been important changes we should know. The biggest difference: the technical electricity supplier switch can be implemented on working days within 24 hours. This speeds up switches, but also increases the risk that errors and abuse take effect more quickly.
Which data do we need for switching to Eprimo?
For a clean switch, correct data is crucial. Often requested are:
- Address of the supply point (exact, including floor and flat number if necessary)
- Meter number (identification of the physical electricity meter)
- MaLo-ID (market location identification number, 11 digits)
- Annual consumption (estimate or previous year’s value)
- Bank details (for SEPA direct debit, if desired)
The MaLo-ID has been particularly relevant since 2025. It is a unique identifier for the consumption point and usually remains permanently the same, even if the meter or supplier changes. You often find the MaLo-ID on the electricity bill. Because it enables a clear allocation, you should not pass it on lightly to strangers.
Accelerated supplier switch from 6 June 2025: what does that mean for Eprimo customers?
Since 6 June 2025, the following applies: the technical process of switching electricity supplier must be able to be completed within 24 hours on working days. The Federal Network Agency expressly emphasises that this does not automatically shorten contract terms or notice periods. The technical switch is something different from the civil-law contractual situation. For you this means: even if the switch is technically fast, the contractual conditions of your existing contract still apply.
Fast technology has two sides. The positive side: if a switching process “hangs” for once, the time in a more expensive replacement supply can be shorter. The critical side: if data is wrong or a contract is concluded unintentionally, the changeover may already have happened before you react. Consumer advice centres therefore warn about slipped-in contracts and advise not to disclose MaLo-ID, meter number or contract documents at the front door or on the phone.
Moving house and registering electricity: no retroactive allocation
When moving, the difference between “contractual” and “technical” becomes particularly noticeable. The Federal Network Agency points out that a switch is not possible retroactively. Anyone moving into a flat and using electricity without having concluded a contract beforehand usually falls into the basic supply. A later contract with Eprimo can then only begin for the future.
That sounds dry, but it has very real consequences. We all know moving day: boxes pile up, the stairwell smells of fresh paint or dust, somewhere a radio is still playing because it saves the mood. It is precisely on that day that it is easy to miss that electricity and gas also have to “come along” organisationally. Anyone who forgets that sometimes pays several weeks of expensive basic supply, even though a cheaper tariff would have been possible.
Our practical tip: plan the switch to Eprimo or another provider for the new flat early and note meter readings on moving in and moving out immediately, ideally with photo and date. That helps later if bills have to be corrected.
My Eprimo customer portal and Eprimo app: resolving everyday issues cleanly
Many questions about Eprimo are not about the switch, but about everyday life afterwards: reporting a meter reading, adjusting the monthly instalment, finding documents, understanding a bill. That is exactly what large providers usually have a customer portal (“mein eprimo”) and often an app for.
What we can typically do in the portal
Depending on the tariff and system status, the customer area often allows you to manage the following things yourself:
- Submit meter readings to avoid or correct estimates.
- Check and adjust the monthly instalment if consumption has visibly changed, for example due to home office, an EV or a new household appliance.
- Change bank details or adjust the payment method.
- Download documents, for example contract documents, price sheets or bills.
- This self-service is not just convenience. It is a protection mechanism. Anyone who keeps their data up to date reduces the risk of reminders, wrong instalments and misunderstandings.
Data protection and security: a few simple rules
We recommend treating access to Eprimo like online banking: strong password, no sharing, caution with links from emails. If you upload the meter reading while travelling on the train or in a café, remember that public Wi‑Fi is not ideal. That sounds banal, but many problems begin exactly where you just wanted to “quickly get something done”.
Monthly instalment and annual bill at Eprimo: how we keep control
With Eprimo, as with any provider, the monthly instalment is a central point. It does not decide the total costs, but it does decide your monthly feeling of security. An instalment that is too high feels like constant pressure in the background. An instalment that is too low is like an open bill that slowly builds up and then hits unpleasantly.
Why are monthly instalments sometimes “too high”?
A common reason is the consumption forecast. If high consumption was estimated when switching to Eprimo, the instalment can be set accordingly high. This happens especially when no reliable previous-year values are available, for example with a new build, when households merge or after a device change (for example a new instantaneous water heater, tumble dryer or air conditioner).
Price changes or changed state levies can also influence instalments because providers try to avoid additional payments. Some households perceive this as “too cautious”, others are happy if there is credit at the end. Both are a matter of personal household planning.
What we can do in practice if the monthly instalment does not fit
The first step is to estimate your own consumption realistically. If you have access to the previous year’s consumption, use it. If not, simple guideline values help: a single household often roughly in the range of 1,500 to 2,000 kWh per year, two people more like 2,500 to 3,500 kWh, families correspondingly more. These are only guide values. What matters are your appliances and your everyday life.
Then we check: is there an option in the Eprimo portal to adjust the instalment? If yes, use it and document the change. If not, or if the adjustment is limited, direct contact with customer service remains, with a comprehensible justification, ideally with a current meter reading and photo.
Reading the annual bill: which parts deserve special attention?
Even if bills are dry, a calm look is worthwhile. We recommend four points:
- Meter readings and reading dates: do the date and values match? Was it estimated or read?
- Price periods: if there were price changes, are the periods correctly separated?
- Bonus and discounts: were they taken into account as agreed and at the right time?
Instalments: were all instalments paid credited correctly?
If something does not fit, a factual, clear complaint helps. Experience shows that cases do not escalate because of the problem itself, but because of unclear communication. The better your documents, the easier it is to correct a deviation.
Cancellation at Eprimo: deadlines, special cancellation and clean proof
One of the most common search queries is “cancel Eprimo”. That is understandable: many households switch regularly, others move, and others react to price changes. The decisive thing is to know the type of cancellation.
Ordinary cancellation: at the end of the term or with due notice
Ordinary cancellation is governed by the term and notice period agreed in the contract. For many tariffs, this is a few weeks before the end of the contract. Anyone who cancels too late can slip into an extension. That is why we recommend: note the cancellation date in the calendar, ideally right after concluding the contract.
Special right of cancellation: when it typically applies
In the event of price changes or certain contract changes, there may be a special right of cancellation. When moving, there are also special rules in many cases, depending on whether the provider can supply at the new place of residence and what has been agreed contractually. The Federal Network Agency provides consumer information on this. For the specific case, the rule is: check the contract documents and, if unclear, ask in writing.
How to cancel with proof
For cancellation with Eprimo, as with all providers, proof beats gut feeling. If uncertainty arises later, what is documented counts. In practice that means:
- If you cancel by email, save the sent email and any confirmations.
- If you cancel by post, sending with proof (for example registered letter) is sensible.
If the new provider organises the switch, still keep an overview: do the cancellation date and start of supply match? A switching service takes work off your hands, but it does not replace your own control.
Contact and company details: if you need to reach Eprimo
For formal letters, it is helpful to keep the company details correct. Publicly available are, among other things:
Eprimo GmbH
Flughafenstraße 20
63263 Neu-Isenburg, Germany
Telephone: 069 – 69 76 70 0
E-Mail: kundenservice@eprimo.de
Note: contact channels can change. Before an important deadline, also check the current details on the official Eprimo website.
Customer service and experiences with Eprimo: how to interpret reviews correctly
With Eprimo, as with many large energy providers, we find mixed online reviews. That is not surprising. Energy is a product you ideally never notice. If everything runs, hardly anyone writes a review. If something goes wrong, the pressure is high because it is about money, warmth and everyday security.
What review portals show, and what they don’t
On Trustpilot, in December 2025 more than 18,000 reviews of Eprimo are visible, with an average score in the range of around 3.2 out of 5. Such figures are interesting, but they are not a judgement on your individual contract. They rather show which topics often trigger conflicts, for example instalments, reachability or billing corrections.
Our approach to this: we do not read reviews to decide “good” or “bad”, but to recognise risks. If many people report that instalments are set high, that is a sign to actively check the instalment after the start of the contract. If people often talk about service that is hard to reach, we plan more time for important concerns and communicate in writing.
Problems with Eprimo or unwanted contracts: step-by-step to a solution
No guide to Eprimo is complete if it blanks out the unpleasant scenarios. Especially since the accelerated supplier switch, reports of slipped-in contracts have increased. Consumer advice centres explicitly warn about doorstep and phone scams in which people pretend to be employees of municipal utilities and ask for the meter number or MaLo-ID.
Protection against slipped-in contracts: simple rules, big effect
We stick to three clear principles:
- No data at the front door or on the phone: no meter number, no MaLo-ID, no contract documents.
- Check identity: if someone claims to work for municipal utilities or the grid operator, ask to see ID and call back yourself using the official number.
- Document: note name, date, time, content of conversation. If in doubt, take photos of documents.
If an unwanted contract is nevertheless concluded, a right of withdrawal of 14 days usually applies for distance-selling contracts. It is then important to declare the withdrawal in a way that can be proven and to inform the grid operator and the previous supplier in parallel. Consumer advice centres point out exactly this because the technical changeover can happen faster than you may be able to react.
Complaint and arbitration: when direct clarification is not enough
In disputes, we should proceed in a structured way:
1) Written complaint to Eprimo: clear, factual, with customer number, meter number, MaLo-ID (if relevant) and evidence.
2) Set a deadline: realistic, for example 14 days, and ask for written confirmation.
3) Schlichtungsstelle Energie: if the provider does not respond or does not help, Schlichtungsstelle Energie e. V. can mediate as an independent body. A prerequisite is usually that you have previously submitted a complaint to the company and that no court action is pending. The procedure is usually free of charge for private consumers.
This structure helps because it turns an emotional problem into a comprehensible process. That is difficult, especially when you are annoyed. But it works. Anyone who proceeds in an orderly way is more likely to be taken seriously and saves time.
Frequently asked questions about Eprimo
Is Eprimo reputable?
Eprimo is an established energy provider based in Germany and, according to publicly accessible information, belongs to E.ON Energie Deutschland GmbH. In everyday life, reputation is shown above all by whether contract documents are clear, bills remain comprehensible and complaints are handled properly. This can be experienced differently depending on the case. That is why we recommend checking contract details carefully and keeping important communication in a provable form.
Can Eprimo supply electricity immediately?
The technical supplier switch has been possible on working days within 24 hours since June 2025. However, that does not mean that every switch happens “immediately”. Wrong data, queries or contractual notice periods can postpone the start date. When switching to Eprimo, plan with a little lead time, especially before a move.
What is the MaLo-ID and why does Eprimo ask for it?
The MaLo-ID is an 11‑digit identifier for your consumption point. It helps to clearly allocate the supply point, independent of the meter. Since 2025 it has been important for many registration and deregistration processes. Only pass the MaLo-ID on to places you trust, for example your new provider Eprimo as part of a genuine contract conclusion.
Does Eprimo offer dynamic electricity tariffs?
In Germany, electricity suppliers must offer dynamic electricity tariffs from 2025. Dynamic tariffs link the unit price to the exchange electricity price, often in 15‑minute steps. For this you usually need an intelligent metering system (smart meter). Whether a dynamic tariff makes sense for you depends heavily on your consumption profile. For normal households without flexible large consumers, the risk of fluctuating prices is often higher than the possible benefit. Households with an EV, heat pump or storage can be more likely to benefit if they consciously shift consumption into cheaper times.
What to do if Eprimo sets the monthly instalment too high?
First: check and document the meter reading. Second: estimate consumption realistically or use previous-year values. Third: adjust the instalment in the customer portal if possible, or apply for an adjustment in writing. The more concrete your figures are, the easier the clarification.
Eprimo is a large, nationwide provider that positions itself strongly around green energy and digital processes. For many households this can fit well if tariff conditions, bonus rules and price guarantees are properly understood. Anyone who wants to switch to Eprimo or cancel is best served with a simple formula: keep data correct, note deadlines, document meter readings, communicate in a provable way. Then an electricity contract becomes not a stress factor, but a manageable building block in everyday life.
