Emails from Octopus Energy no longer arriving in my Plusnet (Greenby) account

[#1]

Since moving to Octopus Energy in September 2021 I have received, by email, monthly statements for Gas & Electricity usage which I check & reconcile with my own Excel spreadsheet figures.
However, I see that after the 5th January 2026 statement no further email statements were received in February or March.

Octopus have today confirmed that a February statement was sent by email on 5th February 2026 followed by a March statement on 5th March 2026.

I am wondering if there are any other Plusnet users with an Octopus Energy account who have noticed a sudden absence of monthly email statements? ----- seems strange that I received the email response from hello@octopus.energy today but not the monthly statements from the same address---

(I can confirm that the statements did  not go into a junk folder)

[#2]

@CSG since migration my monthly emails from Octopus seem to go in the Spam folder.

Have you been migrated?

[#3]

A further thought ~ emails from Octopus Energy without attachments ( direct debit notices; meter reading reminders) are arriving normally, but the monthly emails with attachments ( monthly usage/bills) are the ones which remain undelivered.

There is no trace of these emails within junk mail and I wonder if this is simply a transitional issue during the transfer to Greenby

Not a major problem, as i can simply download the monthly energy bills, till resolved.

[#4]

Have you tried turning the Spam filter OFF in the Greenby Portal ?

[#5]

I am unclear as to whether my account has yet been transferred to Greenby since no formal email has been received.

If I try to logon to Greenby  I'm asked for username or email; plus password ---------- I've tried my Plusnet username & password, without success

I've then tried to request a password reset via email without response from Greenby.

Am I using incorrect data or does the above suggest that the transfer of my account is not yet been complete ?

[#6]

I have recently received a migration notification email from Greenby.

I login at the greeby.com portal using the same Username and Password as is used for the Plusnet Members portal.

[#7]

Please ignore my previous post!!------------------ at about the 10th attempt over the past few weeks I've successfully logged onto the Greenby account.

 I'm not sure about the Spam reference or how this would suddenly interfere with emails ~ Will research!

[#8]

An ISP's Spam filter can move new emails directly into a Junk or Spam or similar folder making them vanish so either your POP3 client can not collect them or they are in a folder that an IMAP client many not have mapped.

[#9]

Following your  observations earlier today, I identified the Spam filter control (with its various levels) within the Greenby account but, before turning it off,  perhaps I can seek clarification on  the following:~

I use Microsoft Outlook, and the sidebars immediately highlight any new emails received whether allocated to  the Inbox or Spam folder. I can say categorically that no emails have appeared in the Spam folder since the issue with Octopus Energy arose in February.

Are you suggesting that the Greenby site Spam filter may perhaps prevent emails reaching even the spam folder within my MS account? If so then I will disable the Greenby spam filter.

In the meantime, thanks for your help ~ and patience!

[#10]

Yes I am. 

We can use https://webmail.greenby.com/  to check if any messages are stuck in the server side spam folder.

[#11]

@PhilipHeyes Are you suggesting that the Spam folder visible in wenmail is not the same as the Spam folder visible in Outlook, or any other IMAP connected email client?  From what I have seen, they are the same.

[#12]

@PhilipHeyes 

Following your advice, I checked the spam folder within the Webmail account and found over 35 items which had not been passed on to my Outlook Spam account, including the missing statements from Octopus Energy !!

I have therefore turned off the Greenby Spam filter

Thanks again for your help.