When a contract is accepted by a supplier using the Kraken platform (such as EDF, E.ON Next, etc.), customers often receive emails stating they’re on a deemed, variable, or Freedom rate or an incorrect rate— even if a contract has already been agreed and confirmed.
These messages are automatically generated by Kraken and do not reflect the actual rates that will be billed.
This is a long-standing and well-documented quirk of the Kraken system:
The deemed rate email often gets sent after acquisition acceptance or as a contract is ending.
The actual contract has already been logged — but Kraken hasn't caught up on the messaging side.
It causes confusion, but it’s purely cosmetic and not indicative of a contract failure.
Ask the customer to:
Wait until the first bill is available.
Check the rates shown on the bill against what you sold them.
If there’s a genuine mismatch, attach the bill to your support ticket and we’ll escalate to the supplier.
This is the only effective and recognised route to resolve rate discrepancies with Kraken-based suppliers.
Please don’t:
❌ Raise a ticket based on the deemed rate email alone
❌ Send screenshots of auto-generated Kraken messages
❌ Panic or assume the contract failed
❌ Call EDF, speak to a lemming in customer service, then raise a ticket saying,
“EDF told me the contract hasn’t been applied, speak to broker, blah blah…”
Reminder: broker contracts and direct customer service systems are completely separate. The EDF agent you spoke to doesn’t even have access to our contract data.
Doing this and raising a ticket will now result in an auto-reply linking back to this article.
If you find this process frustrating, there is a simple solution:
✅ Choose to sell a different supplier
(We’ll support your decision either way. Honestly, we don’t mind.)
Kraken quirks are part of the deal — they aren’t changing any time soon, and we can’t change how they work. All we can do is show you the process that avoids wasted time and duplicate work.
| Scenario | Action |
|---|---|
| Deemed rate email received | ❌ Do not raise a ticket |
| First bill shows wrong rate | ✅ Raise ticket with bill attached |
| Spoke to supplier customer service who said “contract not found” | ❌ Irrelevant – do not raise a ticket |
| Annoyed by this process | ✅ Sell another supplier (we support you 💅) |