Best answer by stephenrand
When you move into a house supplied by Pure Planet, slightly strangely you have to join Pure Planet yourself and initiate a switch. It sounds as if you might have done this, I'm not sure. Have you had the email with your welcome pack?
There's more information here:
Once you have successfully logged on, stay logged on, then you won't need any more emails.
If you want to use Wattbot to contact Pure Planet, put 'message the team' in the question box first.
If you need more clarification, just come back and ask again!
Hope that helps