These are the instructions in English for using the online application, as the HEP websites offer only limited information in English.
ABOUT HEP
Croatia’s major electricity supplier is the state-owned company Hrvatska elektroprivreda d.d. (HEP for short) which is the umbrella company leading a group of 15 companies (HEP grupa) covering almost all aspects of the energy supply industry in the country. If you own a Croatian property with HEP supplying electricity to your household, you will have contracts with two of the HEP companies: HEP operator distribucijskog sustava (HEP ods), which is responsible for all aspects of supplying electrical energy, and HEP Elektra, which is the sole agency authorized to supply public energy services in Croatia and which issues the bills for the services provided.
Through the HEP Elektra website you can register to use their online application, which is a free service. The application lets you opt to receive your electricity bills by email, and you can check on the current status of your account, as well as details of monthly usage.
HOW TO REGISTER:FOR THE ONLINE APPLICATION
STEP 1. You can go to the Registration page (Step 3) directly by clicking on this link: Moj račun.
Otherwise, from the main HEP website on the link: https://www.hep.hr/, click on ‘Korisničke aplikacije - više’ (Client applications - more), the first option under the headers.
STEP 2. Several types of online services are available. For individual household users, click on 'Moj račun HEP Elektre' ('My Account with HEP Elektra'), the first option on the list.
STEP 3. The registration page opens.
Enter your username, which is your email address, in the box marked ‘Korisničko ime’.
Leave the second box, ‘Lozinka’ (password) empty.
‘Zapamti me’ means ‘Remember me’, all well and good if you are using your own private device, but best unchecked if you are using a public or shared computer.
Make sure you tick the box ‘Prihvaćam uvjete korištenja’ (‘I accept the conditions of use’). NOTE, this box has to be ticked every time you want to use the application after registration, otherwise access will be refused.
Click on ‘Registracija’ (‘Registration’), the green box under the entry details.
STEP 4. The registration page opens. Enter your email address in the first box ‘Korisničko ime’ (as on the entry page);
Enter your Christian name into the second box ‘ime’;
Enter your surname into the box marked ‘prezime’;
(NOTE: the name and surname must tally with the names on your contracts and any bills you have received.)
Enter your contract account number in the box marked ‘Broj ugovornog računa’ NOTE: this number is on the first page of your HEP Elektra bills, in the first line under the heading ‘Podaci o kupcu’ (‘Client Details’)
Enter your ‘Accounting Location Number’ in the box marked 'Broj obračunskog mjernog mjesta'; NOTE: this number can be found at the top of the second page of your HEP Elektra bills, the second line under the heading ‘Obračun potrošnje’ (‘Usage Calculation’)
Click on ‘Registriraj’ / ‘Register’, (unless you want to cancel for some reason, in which case click ‘Odustani’).
STEP 5. If all the entry details are correct, the next page opens with an Info box saying ‘Korisnik registriran’ (‘Client registered’): click on ‘OK’ to access the ‘Activation’ (‘Aktivacija’) page. An email with a temporary password will be sent immediately to your email address.
STEP 6. Enter the temporary password into the box marked ‘Privremena lozinka’ (Temporary Password), below your username. Then enter your own password into the box below, repeating it in the last box. If all is well, you will again get a message on the page saying that your application is successful. Click ‘ok’ and you are in!
To exit the programme, click on ‘Odjava’.
TROUBLESHOOTING: If the Activation page opens with a red message saying ‘Pogreška’ (‘Mistake’), click on ‘Zatvori’ (‘Close’), re-check all your details from the beginning and try to register again. If you still fail to register, you may be able to sort the problem out with your local HEP office, or you can write an email to ‘elektra@hep.hr’.describing the details of your attempts, preferably with screenshots. Always have your personal identity number (OIB), home address, contract account number and accounting location number to hand when dealing with HEP officials.
HOW TO USE THE APPLICATION
If you have not bookmarked the link, go to ‘My account’ (‘Moj račun’) using the first steps described for registration. If you haven’t saved them to appear automatically, enter your Username (‘Korisničko ime) and your password (Lozinka).
Don’t forget to tick the box ‘Prihvaćam Uvjete korištenja’ (‘I accept the condition of use’).
Click ‘Prijava’ in the blue box to enter the programme.
The top bar shows the available options
KORISNIK - User / client, (option 6) shows your personal details and account information. The section ‘Kupci’ (‘Users’) shows who is registered to the account. If you want to add more HEP accounts into the programme (for instance if you own more than one property), enter the details into the section on the right ‘Dodavanje novog kupca’ (‘Add a new User’) and click ‘Dodaj’ in the yellow box. The new account(s) will be shown in the ‘Lista kupaca’ (‘List of Users’).
To receive your bills by email, click on your name in the List of Users to bring up your HEP details.
Under your OIB are two boxes. Tick the second, which says ‘Želim primati račun na mail’ (‘I want to receive my bill by email’) and the request is complete.
If you want to change your password, click on ‘Osnovni podaci’ – ‘Basic details’: click on ‘Promjena lozinke’ – ‘Change password’, then click ‘’Potvrdi’ – ‘Confirm’.
THE OTHER TOP-BAR OPTIONS
1. PROMET. This is an account of your payments and debts.
The HEP billing system takes a monthly advance payment calculated according to your average usage over the previous year. Monthly bills are then issued covering your actual usage. The accounts are adjusted at the end of each accounting period twice a year, showing whether you are in credit or debit at that point.
‘Pregled zaduženja i uplata’ : Overview of what you owe and your payments.
‘Dugovanje na dan...’ : What you owe on the date… This is the amount owing since your last payment was received, which will be covered in your next bill.
‘Akontacija’ is the account of what you owe; ‘Uplačeno’ = paid; ‘Račun’ = bill.
2. OČITANJA – Meter Readings. This section shows estimates of your electricity usage and the readings showing actual usage. Tarif 1 is the daytime charge rate, which is higher than Tarif 2 which is applied overnight.
‘Procijenjeno’ = ‘Estimated’; ‘Očitanje’ = ‘Reading’; ‘Očekivani datum ideućeg očitanja’ = ‘expected date for the next meter reading’.
3. POTROŠNJA – Usage
4. INFORMATIVNI OBRAČUN – Calculation for information.
VT is the higher rate tariff, NT the lower rate. The calculation does not necessarily reflect the actual situation, it is for guidance only.
5. KALKULATOR – this gives information about energy usge and costs, which can be helpful if you decide to change your tariff model with HEP or in calculating the cost if you buy some new appliance.
TO EXIT THE PROGRAMME, click ‘Odjava’ or the symbol next to your email address in the top right corner,
Information compiled September 2023.
