Your online account explained
Find out everything you need to know about how to use your online account.
In this article
Changing your account details
Once you’re logged in, just click the Account button in the top-right of your dashboard, then select Account or Personal details. There you’ll find everything you need - your account number, name, address, email, and phone number(s).
Changing your phone number
Just head to the My Account section, go to Account or Personal details, and choose the number you want to change.
Changing your name on your account
If you need to update the named account holder(s) or email address on an existing account, please contact us via Live Chat.
If you’ve moved home and need to set up an account in your name, click Account in the top-right corner, choose Moving home, and pick the option that applies to you.
If the name change is due to a bereavement, you can let us know on our dedicated probate page.
Changing the email address on your account
To change your account email address, please contact us on Live Chat.
Billing and Payments
How to make a one-off payment
To make a one-off payment, just head to your dashboard and select Make a payment. Enter the amount, select confirm, and you’re done. You can also do this from the Billing section - just select Make a payment under the Account balance section.
How to amend your Direct Debit
You can amend your Direct Debit by going to the dashboard or Billing section and selecting Manage Direct Debit.
Here you’ll be able to amend your banking details, change your payment date or Direct Debit amount.
Please be aware you won’t be able to reduce your Direct Debit online, to do this, please contact us. We'll calculate your Direct Debit for you and let you know if you're going off track. For more information on changing it please go to our changing your Direct Debit help page.
Tariffs and Moving Home
How to view your tariff terms and conditions
You can find your documents and terms and conditions by clicking the Account button in the top right, then going to Account details and scrolling down to Your documents.
How to tell us you are moving home
Telling us you’re moving is easy. Just log in, head to Account in the top right, click Moving home, and select the option that applies to you - moving in, moving out, or moving and staying with us. We’ll guide you through the rest on screen.
How to change your tariff
You can switch your tariff by heading to the Tariff section and selecting the option under 'Want to choose a new tariff? or just use the Switch or Change Tariff option on your dashboard.
From there, you’ll see what’s available and can follow the on-screen steps to make the switch.
How to view your payment history
You can view your payment history in your online account, simply go to the Billing section and select the Payment history tab.
How to view your bills and statements
You can find all your bills and statements in the Billing section of your account. If you pay by Direct Debit, just click the Statements tab. If you pay on receipt of your bill, head to the Bills tab instead.
Energy Usage and Meter Readings
How to access your energy usage
If you’ve got a smart meter, it’s easy to see how much energy you’re using and what it’s costing you in our app or your online account. It’s a handy way to keep track of how much you're using and spending.
Just log in to your online account or app, head to the Usage tab, and you’ll see your energy use shown as a cost per kilowatt hour. You can also toggle the standing charge on or off, and switch between Day, Week, Month, and Year views to see a full breakdown.
How to view your meter reading history
You can see your meter reading history anytime in your online account. Simply go to the Meters section and you’ll get a full breakdown by date and see if each reading was submitted by you, estimated, or automatically from a smart meter.
How to update your smart meter settings
You can change how often your smart meter sends us readings by going to the Account button at the top right of the page. Select Update smart meter settings, choose the interval you'd prefer, and click Confirm.
PeakSave
If you’ve joined PeakSave, you can see how much you’ve saved in your online account. Just select PeakSave or view dashboard and you’ll see everything you need to know.
Managing Your Prepayment Account
If you’re on a prepayment meter, you can do pretty much everything online - from checking your tariff to topping up your meter, all through your account.
How to top up
Topping up your meter online is easy. Go to your account, select Top up my meter, choose the amount, and follow the payment instructions. If there is a delay with the money reaching your meter, you can always use the UTRN code to add it manually.
How to view your tariff
You can see your tariff anytime in your online account - just click View tariff details on the dashboard.
How to view your payment history
You can see your payment history by selecting View your top-up history from the dashboard.
How to change your personal details
You can update most of your details from the homepage by selecting Account or Personal details.
To change your mobile number, pick Update mobile number, enter your number, and click Save mobile number.
To change your home number, select Update home number, enter it, and click Save home number.
To change your password, select Update password, enter your current password, then your new one, confirm it, and click Save password.
To update your email, just choose the option to get in touch with us.
To update your email address you’ll need to select the option to get in touch with us.