Frequently Asked Questions

We will send you your bill when the distributor provides us with the reading of your meter, usually every month for electricity contracts or every two months for gas contracts. The bill will be sent to your email or postal address if you have requested it in your contract. In addition, you can always access your Customer Area to check your bills.

Yes. Both in our Customer Area and Mobile App, you will find all your bills and other data of interest for your contract. In addition, you can be notified through these platforms every time we issue a new bill for your contract if you activate push notifications.

You will pay your bills once you receive them in your email or postal mailbox if you have selected it in your contract. This will happen every month or every two months, depending on your meter reading period.

Yes. Select this billing method in your registration, or if you are already a customer, write an email to info{'@'}fortuluz.es indicating that you want to receive your bills by postal mail and the address where you want us to send them. You will find your next bills in your mailbox. However, we recommend the online billing service with which you will have your bills available at any time and from any device, in addition to helping the environment.

By setting up your bank account in your contract registration. If for some reason you don't want to set up your account, it is possible to pay the bills from your Customer Area once issued, or call our support phone, to request a payment link or bank account number for transfers.

Once a charge is returned by the bank, for example due to lack of funds, it is only possible to pay manually. Through your Customer Area or contacting our support, to make the payment with a payment link or bank transfer.

The distributor corresponding to your area is responsible for reading your meter.

Depending on the location of your supply point, you will have one distributor or another. Your electricity bill usually includes information about the distributor you are connected to. In addition, you can know your distributor according to the first digits of your CUPS code, E-distribution (Endesa distribution) ES0023, ES0024, ES0029, ES0288, ES0363, ES0396 i-DE (Iberdrola Group) ES0021 Unión Fenosa Distribution (UFD) ES0022, ES0390, ES0397 E-Redes (EDP Group) ES0026 Viesgo Distribution ES0027

The estimated reading is made when it has not been possible to obtain a real reading of your meter. This is calculated with an algorithm that collects previous readings and estimates what would be a usual consumption at your supply point.

The maintenance of your electrical installation corresponds to your distributor. In the 'Contract Data' section of your bill you will find the phone number where you can call in case of breakdown.

You have the right to cancel the contract without any penalty during the following fourteen days from its signing.

To cancel your contract with FORTULUZ, send an email to info{'@'}fortuluz.es indicating your name and surname, your ID or NIE, and the reason why you want to request the cancellation.

Send an email to info{'@'}fortuluz.es indicating that you want to modify the holder of your contract and we will send you the request form.

Send an email to info{'@'}fortuluz.es indicating that you want to modify your contracted power and we will send you the request form.

The distributor will charge you the following concepts to increase the power of your supply point. You will pay these amounts in your next bill: Extension Rights: €17.37* per kW requested Access Rights: €19.70* per kW requested Connection Rights: €9.04* *Approximate prices without VAT

The distributor will charge you €9.04 + VAT for Connection Rights. You will pay this amount in your next bill.

The distributor will charge you some concepts to activate a new supply point. You will pay these amounts in your first bill: Extension Rights: €17.37* per kW requested Access Rights: €19.70* per kW requested Connection Rights: €9.04* *Approximate prices without VAT

If you have contracted a power of less than 15 kW, your access tariff is 2.0TD. If your power is greater than 15 kW, your access tariff is 3.0TD. If you are connected to the high voltage network, your access tariff will be 6.1TD (< 30 kW), 6.2TD (30 kW - 72.5 kW), 6.3TD (72.5 kW - 145 kW) or 6.4TD (> 145 kW).

Send an email to info{'@'}fortuluz.es indicating that you want to modify the access tariff to your supply point and we will send you the request form.

If you are already a FORTULUZ customer, you can check all your bills and your contract details in your Customer Area. You just have to follow these instructions: Access the Customer Area at https://areaclientes.fortuluz.es To register, click on 'Register'. On the next screen, enter your details and click Register (you only need to fill in one of the fields, CUPS or Bank account number). If you have forgotten your password, click on 'I forgot my password' and repeat the registration process. Once you have accessed your Customer Area, in the top right you can select the different sections you want to consult: On the Home page you can see the amount of your last available bill and the historical consumption of your supply point. On the Bills page you can check your bills data and download them. On the Profile page you can check your data, as they are registered in our system. To log out click on Exit.

It is the Universal Supply Point Code. The CUPS identifies your supply point and is necessary to perform any action that affects it. You can find it at the top of any of your bills.

These are the different time slots established for each access tariff: three periods for access tariff 2.0TD, and six periods for access tariffs 3.0TD and 6.1TD-6.4TD. The price you pay for your electricity consumption is different according to the period.

The PVPC (Voluntary Price for Small Consumer) tariff is the tariff associated with the regulated market where the consumer pays according to the fluctuation of this market, which is generally very volatile. FORTULUZ operates in the free market, so we don't have a PVPC tariff, but clear prices with which our customers don't get unexpected surprises.

The Social Bonus is a measure regulated by the Government with the purpose of protecting users with fewer resources. Those who meet the necessary requirements to obtain these aids can get a discount between 25% and 40% on their electricity bill. This bonus can only be obtained if you are in the regulated market. FORTULUZ operates in the free market, so we cannot offer the Social Bonus.

It is the company in charge of managing your contract and billing your consumption. The supplier buys electricity in the wholesale market and delivers it to its customers through the network managed by the distributor.

Red Eléctrica de España (REE) is a business group in charge of managing the entire high-voltage electricity transmission network.

Most meters are owned by the distributor and users have them on a rental basis, which includes their maintenance. The price paid by the end consumer is €0.81 per month, approximately. You can also own the meter, although from FORTULUZ we recommend the rental option.

The smart (or digital) meter is a type of meter capable of calculating electricity consumption in a more detailed way than its predecessor, the analog meter. With the smart meter, consumption readings can be made telematically and any action, such as changing power or solving a breakdown, can be done more quickly and without the need for a technician to travel to your supply point.

The Electrical Installation Certificate (CIE) or Electrical Bulletin is an official document issued by an authorized installer that certifies that the installation meets the necessary requirements for electricity supply. It reflects the main characteristics of your installation, such as the installed power, the maximum admissible, in addition to guaranteeing the quality of the installation.

It is a payment guarantee required by distributors for the activation of new supplies or the upward update of the contracted power. This deposit is returned at the end of the contract and may be updated annually.

It is the price you pay for the energy you consume. It is the result of the product of the kWh consumed during the billing period by the price you have contracted. You can check it in the 'Bill Detail' section in any of your bills.

It is the price you pay for the power you have contracted. It is a fixed cost, regardless of your consumption. You can check it in the 'Bill Detail' section in any of your bills.

It is the Universal Supply Point Code. The CUPS identifies your supply point and is necessary to carry out any actions that affect it. You can find it at the top of any of your bills.

The Last Resort Rate (TUR) is the regulated rate set by the National Energy Commission (CNE) and the Ministry of Industry, Tourism and Trade, and its price is updated quarterly. Only companies classified as last resort gas suppliers can offer the TUR rate. FORTULUZ is a free-market supplier, so we do not offer this rate. Instead, we provide competitive prices tailored to each customer's needs.

It is the company responsible for managing your contract and billing your consumption. The supplier purchases the gas and delivers it to customers through pipelines managed by the distributor.

It is the company responsible for delivering natural gas to each supply point. It handles installation, piping, breakdowns, and meter readings.

Every five years (every four years in the Basque Country), a complete inspection of the gas installation is required to ensure it is functioning correctly. This includes checking the meter, pipes, valves, hoses, and ventilation. The distributor will contact you three months in advance to schedule a date for an authorized technician to perform the inspection. If you prefer, you can hire a certified company to handle it.

Most meters are owned by the distributor, and users rent them, which includes maintenance. The price paid by the end customer varies depending on the type of meter, its size, and whether it's for domestic or professional use. You can also own your meter, although FORTULUZ recommends the rental option.

The Natural Gas Installation Certificate (CIG) is the document that certifies an installation meets all requirements to be active according to current regulations. This certificate must be issued by an authorized installer and is mandatory when a new installation is activated, the supply has been inactive for a long time, or a modification to the installation is made.

It is the price you pay for having access to natural gas supply at your home or business. It is a fixed cost that you pay regardless of your consumption.

It is the price you pay based on the amount of gas consumed during the billing period. This consumption is measured in cubic meters and converted to kWh, which is how it appears on your bill.