Switching and moving home
Octopus can’t find your address: what to do
Why an Octopus quote sometimes cannot find your address, how your MPAN helps, and the form Octopus provides for missing addresses.
Edited by Rob Gibbs. Published: . Guidance reviewed: .
Short answer
If your address does not appear in the Octopus quote, use the “Can’t find your address?” link on the quote page, which opens a form for Octopus to look into it. Have your electricity MPAN and gas MPRN ready from a recent bill. New builds that have never been supplied may need their supply set up first.
Why addresses go missing
Supply addresses are held in industry databases that do not always match the postal address. Flats, conversions and new builds are the usual culprits, as are homes recently renumbered or renamed.
What to have ready
These identify your supply exactly:
- Your 13-digit electricity MPAN, from the supply number box on a bill.
- Your gas MPRN, if you have gas.
- A recent bill from your current supplier.
New builds
A home that has just been connected gets its MPAN and MPRN from the network operator. Octopus can only supply it once those numbers exist.
Questions people ask
Where is my MPAN?
On your electricity bill, in the supply number box, and in your online account with your current supplier.
Will this delay my switch?
Only until the supply is matched to your address. Your current supplier carries on in the meantime.
Tariffs in this guide
Related guides
- How to change tariff as an existing Octopus customerWhen and how existing Octopus customers can move tariff, the 45-day rule for fixed deals, and what to check before choosing a smart tariff.
- Does Octopus do a credit check?How Octopus uses your credit data when you join, what it shares with TransUnion, and how paying on time or late affects your credit file.
- What is Octopus Energy? Tariffs and how it differsA plain-English introduction to Octopus Energy: who it is, the kinds of tariff it offers, and how to find the right one for your home and region.
- Your fixed tariff is ending: what to do and whenThe 49-day exit-fee window, the 45-day point when Octopus shows your options, and what happens if you do nothing when a fix ends.
- Your first month with Octopus EnergyWhat happens in your first weeks with Octopus: the switch date, your first reading, your Direct Debit and the first chance to change tariff.
- Moving home with Octopus Energy: moving out and moving inHow to tell Octopus you are moving out, take Octopus with you, or set up supply at a new home that Octopus already supplies.
Primary sources
- Get a quote — Octopus Energy; checked 2026-10-30. The quote journey, including the form for addresses that cannot be found.
- What is an MPAN? — Octopus Energy; checked 2026-10-30. Where to find the 13-digit MPAN on a bill or in the Octopus account.