My Utilita

Your energy is now at your fingertips with the My Utility app - giving you even more control over your energy usage and spend.

FAQs

• What’s in My Utilita?

  With My Utilita, you will be able to:

  • POWER UP
  • See your current balance;
  • Submit a meter reading;
  • Display your last bill;
  • See your usage;
  • Check your tariff;
  • Change your account details;
  • Change your marketing preferences

  

  On top of that, you will have access to the ‘message centre’ with the latest notifications about your account. Please make sure you check these regularly.

• How do I set up my account?

  You can create your account either by downloading the My Utilita app (using the App Store or PlayStore) or by visiting www.my.utilita.co.uk/register.

  You can create your account just 7 days after signing up, before you have even finished switching!

• Why can’t I create an account immediately?

  To keep your account secure, we check that the details being registered for a ‘My Utilita’ account match the information we have on your account. To do this we check:

  • The date of birth of the primary account holder;
  • The postcode;
  • And your Customer Reference Number (it’s in the top right of your emails and letters).

  If you are receiving an error when trying to create an account, please check the information you are submitting and try again. If you continue to get an error, please contact us contact us and we will make sure that details on your account are correct. Forgot your Password? Click here

• What’s on the home screen?

  Pay as You Go

  Your estimated balance will be here. While your meter is in positive credit, we will provide an estimate of how many days of energy we believe you have left, before you will need to top-up or accept your emergency credit.

  It is important to note that the balance is an estimate and is calculated from using information from your mid-night snap shots (Meter readings taken every day at mid-night), top-up history and half hourly usage data (if applicable).

  In case you ever misplace your card, we have included your top-up card numbers on this page. Remember you don’t need a physical card only the number on your top-up card to use it, even at the shop!

  You are also able to generate e-cards using My Utilita. If you are wondering what an e-card is... An e-card is an electronic top-up card, which can be used just like your ordinary top-up card, if you are unable to access it.

  Credit customers

  Your latest bill can be viewed here, it will let you see the amount of your energy charges, the consumption used and the dates you were billed for.

• What about my usage?

  Interested in your energy? Love stats? We’ve got you covered.

  This page of your app will let you view your energy usage in detail, allowing you to view it in terms of cost and in Kilowatt hours! Want advice on how to reduce your energy spend? Click here

• What’s a POWER UP?

  Worried about going off supply? Unable to top-up?

  POWER UP will let you borrow credit until you can next top-up. When you have used more than £6 of emergency credit, the option to POWER UP will become available.

• How does a POWER UP work?

  All you need to do is tell us when you will next be able to top-up, and we will use your smart meter to automatically work out the amount of credit you will need! In case we’re a little off, you can adjust this amount to anywhere between £1-£30 for gas and £1-£20 for electric.

• Can I POWER UP both meters?

  Yep! Once you have finished a Power Up application for one meter, you will have up to 10 hours to do POWER UP for another meter. After 10 hours, My Utilita will recognise that you now have an outstanding balance and you will be unable to POWER UP again until it has been completely cleared.

• How do I pay a POWER UP back?

  After you have finished selecting the amount of credit you need, you can adjust the percentage of your future top-ups will go towards repaying it. This recovery rate can be set anywhere between 25-100%, it’s entirely up to you. So, if you want to repay the entire amount when you next top-up – you can!

• Why Can’t I POWER UP?

  There are certain circumstances where you will not be able to POWER UP.

  Typically, these tend to be:

  • You still have credit available on your meter
  • You already have an outstanding balance
  • You have requested credit from our Extra Care team
  • You have requested a POWER UP more than 10 hours ago
  • You don’t have a smart meter yet
  • We are not able to communicate with your meter

  If you are ever unable to POWER UP, you will receive a notification in the message centre explaining why and what to do next.

  Payment difficulty bit

  If you are unable to POWER UP, please call 0330 3337 442 and we will see if we can help. Click here to find out more.

• How can I check or change my account details?

  On the ‘My Account’ page you will see:

  • The date your supply switched over to us
  • Your supply number (sometimes called a MPAN or MPRN)
  • The address of the property we supply
  • The address your post is set to go to
  • Your Customer Reference Number
  • Your Tariff prices

  You can also use the ‘Edit My Account’ page to update your email address, name, password or change your marketing preferences. Remember, if you change your email, your login will also change!

• How many people can sign in to one account?

  Multiple users can register for My Utilita with the same Customer Reference Number. This will allow different people in the same household to access their balances on-the-go. To keep your account secure, when you register or de-register a new person the main account holder will receive an email notification.

  Remember that anyone registered on your account can use all the functionality on My Utilita including POWER UP.

• The legal stuff

  In order for My Utilita to provide you with up-to-date information from your meter, you must accept our terms and conditions and consent to ‘half hourly’ smart meter readings.

  You must get permission from the primary account holder before creating an account.

• Submitting meter reads

  When you enter your meter reads, it’s okay to not include the last digit(s) after the ‘Full stop’.

  To find out more on how to take meter reads Click here

• Our other app

  We also have another app, this is called the Utilita Top-up app.

  Utilita Top-up (PayPoint)

  • The Top-up app allows customers to top-up or pay a bill.
  • You can view your previous top-ups made online via the website, via the IVR (automated top-up line) or by the app.
  • You can generate an e-card to be scanned at the PayPoint.
  • Available on smart phones.
  • You can view Paypoint finder.

  

  Below is a table, which will show you how our two apps compare.

  Function	My Utilita	Utilita Top-up
  Ability to top-up or make payments
  Can access the portal on an app
  Can access the portal on the website
  See balances
  View Bills
  Available on Apple and Android
  View Top-up and BillPay history
  Generate eCards
  View PayPoint finder
  Receive Notifications
  View meter debt amount
  POWER UP
  Submit Meter Reads