my energy live

See how much gas and electricity you're using in near real time

my energy live pilot

We’ve just launched a limited rollout of our new Trio II smart energy monitor and my energy live app. On this page you'll see how you can download the my energy live app and get going. We're in the 'pilot' phase of this new monitor and app, so there may be a few bugs that we're working through - you can see the latest bugs and how to troubleshoot them in our Help & Support section.

About my energy live

Your ‘my energy live’ app

For the app to work you need:

  • A smart energy monitor like the one in the picture at the top of the page, connected to your smart meters.
  • Your smart energy monitor to be plugged into the wall socket.
  • The my energy live app downloaded on your phone.
  • To agree to the my energy live terms and conditions and agree to us collecting your smart electricity meter readings every 10 seconds and your smart gas meter readings every 30 minutes.
  • To agree to Online Account Management including paperless billing.

Downloading the my energy live app

You can download the app anytime and it’s free!

Just go to Google play (Android) or the App Store (iOS) and search for ‘my energy live’ or ‘British Gas’.

iOS

Android

* Not available on Windows Phones. Your usual network providers data charges will apply when your app or monitor is connected to the internet. We advise that you use connections with unlimited data plans to avoid unexpected charges.

Using the app

Creating an account and logging in.

Simply open the my energy live app that you’ve downloaded and create your account. All you need is: 

  • The account holders name. 
  • Your Customer Reference Number - this can be found at the top of any letter or email that we've sent you.
  • Your email address, this is also your username. 
  • A memorable password (minimum of 8 characters including letters and numbers).

* Once you have your new smart energy monitor up and running, please allow 24 hours for your energy use to be displayed on the app.

What people are saying

"I've got more clarity about my energy use. The app allows me to monitor the energy we're using simply by looking at my phone and from there we can work out ways of lowering our use. The best example of this is when I use the tumble dryer. Through the app I can now keep an eye on how much energy it is using in pounds and pence, and therefore decide how much I want to spend on that particular chore."

 -  Sally-Anne, Bristol 

Help & Support

Smart energy monitor issues

Keep up to date to ensure your smart meter works for you.

Your monitor

Once you’ve got the monitor plugged in you should begin to see electricity information within 5 minutes and gas information within 30 minutes. You’ll need to have wifi at home to connect your smart energy monitor to the internet. Without wifi at home, the smart energy monitor will still work but you won’t be able to use the my energy live app.

  • Try moving the monitor closer to the smart meter. 
  • Re-start the monitor by turning it off and then back on. Allow 15 minutes for all connections to be fully re-established.

You’ll need to have wifi to connect your smart monitor to the internet. Without wifi, the smart monitor will still work but you won’t be able to use the my energy live app.

To connect your smart monitor to your wifi:

  • Go to the quick access screen.
  • Then press settings and select network search.
  • Your smart monitor will then scan for available wifi networks.
  • Choose your home network, then enter your wifi password to connect.

If you can’t see your homes wifi name after you’ve scanned for all available wifi networks, don’t worry you can enter this manually: 

  • Go to the quick access screen.
  • Then press settings and select network search.
  • Press other at the bottom of the network search list.
  • Then, enter your homes wifi name manually.

Using the app

If you can’t see your information on the app after 24 hours, this may be a connection problem. There are a few things that could be causing this:

There are two things that will stop you from logging into the app.

Your phone isn’t connected to the internet. If this is the problem, the app will display the message unable to connect.

Or, you’ve entered the wrong account details. You will see one of the following messages:

  • You cannot access my energy live because you don't have a compatible smart meter and British Gas compatible smart energy monitor installed.
  • Login unsuccessful.

Please try logging in again with the correct account information.

If you can’t see your information on the app after 24 hours, this is a connection problem. There are a few things that could be causing this:

  • You have an old model of the smart energy monitor.
  • Your haven’t connected your smart energy monitor to the wifi, please Connecting the smart monitor to the internet.
  • Your home wifi network has lost signal. Restart the internet box in your home and then follow the steps outlined in Connecting the smart monitor to the internet.
  • Your smart energy monitor is too far away from the smart meters in your home.

If you're still having problems you can give us a call on 0333 202 9821 or if you're Pay As You Go on 0333 202 9862. We may record calls to help improve our service to you. Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these. Phone lines are open 8am-8pm Monday to Friday and 8am-6pm on Saturday. Closed on Bank Holidays.

We're here to help

Frequently asked questions

How do I check the monitor is connected to the internet?
The easiest way to check the internet connectivity is to open the quick access screen by pressing the button on the top of the monitor twice. The wifi symbol at the top of this screen should indicate the strength of the signal. If there is a red cross, touch settings, then select wifi network from the list and press set up network.
If I’m not connected, what can I do?
Try moving the monitor closer to the smart meter. Re-start the monitor by turning it off and then back on. Allow 15 minutes for all connections to be fully re-established.
Where do I see my meter readings?
You can find meter readings by selecting the smart meter information option on the menu icon.
Is my data secure with smart meters?
British Gas takes the responsibility for storing the readings collected by smart meters very seriously. We stick to the energy industry Data Guide, you can see it at energy-uk.org.uk/policy/smart-meter. These are some of the main points: We won’t use data from your smart meters for marketing products and services to you (unless you’ve said we can) We’ll take care of your data, and keep it secure to stop it being misused. If you leave us, we won’t then have access to data from your smart meters. To find out more about how we keep your data secure you can read the smart meters: what you can expect from us guide, available at britishgas.co.uk/smart
I've downloaded the app but I can’t create an account?
To create an account you will need: The account holders name. Your Customer Reference Number - this can be found at the top of any letter or email that we've sent you. Your email address, this is also your username. A memorable password (minimum of 8 characters including letters and numbers) If you are still having trouble creating an account through the app please visit britishgas.co.uk/login and follow the steps on My Account, to register.
I accidentally deleted the app, how do I reinstall it on my phone?
If you need to reinstall the app, simply go to Google play (Android) or the App Store (iOS) and search for searching for ‘my energy live’ or ‘British Gas’. Then login using the username and password you originally created. Don’t worry, if you've forgotten your password, just use the 'forgot password' link and we'll send you a new one.
I’ve got a new phone, what should I do?
If you get a new phone just download the app again and use the username and password you’ve already created.
I don’t think the smart monitor is sending information to the app?
If the app isn’t receiving information, there will be no current data showing on the app or on your monitor. You can check the health of your system on your monitors status screen.