FAQs

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

- Check your energy balance anywhere at anytime
- View your bills and make payments
- Reduce your energy usage with Smart Score
- POWER UP when you need to get back on supply
- Put aside a little extra with Savings
- Get exclusive rewards with Utilita Extra and much more

You can create your account just 7 days after signing up, either by downloading the My Utilita app (using the App Store or Google Play) or by visiting here.

Please note, from the date you switch to us, it can take 2 – 3 days for your energy balances to appear on My Utilita, however in some cases it may take a little longer.

You can have multiple users registered to My Utilita with the same Customer Reference Number – so your whole family could stay up to date with your balance on-the-go if you’d like. However, to keep your account secure, the main account holder will receive an email notification when a new person registers to the account.

Remember that anyone registered on your account can use all the features within My Utilita, including POWER UP and Savings.

Pay As You Go

Your estimated meter balance/s can be found on the home screen of My Utilita – your gas balance is displayed in the blue box and your electricity balance is displayed in the yellow box.

When your meter is in positive credit, you’ll see an estimate of how many days we believe you have left before you need to top-up or accept your emergency credit. If you have any other charges on your account, such as an outstanding balance from a POWER UP, this will also show here.

It’s important to note that the balance on My Utilita is an estimate and is calculated using a daily reading from your meter (Each day we take a midnight snapshot of your meter balance), as well as your top-up history and half hourly usage data (if we have your consent to collect this data, it helps us to provide a more accurate estimate).

If you receive energy bills

Your latest bill can be viewed on the home screen of My Utilita – you’ll be able to see the amount of energy you’ve used, the dates you have been billed for and the total of your energy charges for that duration.

You can top-up either of your fuels or both at once! Simply select the Payments icon at the bottom of your My Utilita screen, and then choose the amount you want to top-up for each or enter any amount from £2.

Please note, it can take up to 3 days for your top-up card/s to link with your My Utilita account if you’ve recently switched to us, so you may need to top up at your local PayPoint or Payzone outlet from £5, or over our automated top-up line on 0345 2068 333 in the meantime.

POWER UP is a feature in the My Utilita app allowing you to apply for a top-up when you’ve run out of credit and need to keep your home up and running.

Apply for a POWER UP from the Home or Payments screen when you’re running low on credit. Get up to £60 gas and £40 electric credit if you need to – just choose a payback rate that works for you. Find out more here.

Recovery Rate is a handy feature to help you manage any debts you may have on your meter. Each time you top-up, you can select a percentage of the amount to go towards clearing any outstanding meter debts you may have.

Download the My Utilita app to get started. From there, head to the Payments page and select Debt & Recovery Rate. Click the pencil icon next to the meter you’d like to change and use the slider tool to select your Recovery Rate amount.

Using support credit features, like POWER UP, can accrue some meter debt. Replacement top-up cards can also amount to some charges. If you need help understanding your costs, use our Live Chat tool in the bottom right corner.

Your smart score is a measurement of how energy efficient you are, based on how you use energy at home. Improve your score with tips and advice for energy categories. Find out more here.

Your Smart Score is calculated every day and changes depending on how you use energy. Your score is then visualised into a star rating from 1 to 5. You receive an overall Smart Score for your energy efficiency, split by electricity and gas.

Savings helps you better manage your energy by putting a little cash aside when you top-up. Helping you save a little extra credit for when the colder months hit.

Simply find Payments in My Utilita. From here, you can set aside as little as £2 when you next top up. You’ll also be able to track your savings progress and transfer any funds for when you need them most.

When you withdraw Saving funds, you’re in full control of how much you transfer to your balance. Or manage your weekly budget at home and use your Savings to top-up your meter as and when you like.

You can transfer Savings to your energy balance at any time – allowing you to manage your weekly budget at home. Plus, you’ll get the chance to win energy credit prizes up to £150 in the Savings prize draw at the start of winter.

The Savings prize draw takes place at the end of November each year. It gives you the chance to win energy credit prizes up to £150 if you hit certain Savings targets. For more information on the Savings prize draw, visit our social channels!

It couldn’t be easier! Simply set one of the prize draw targets (how much you’d like to save) - £150, £100 or £50 – and reach this target by the end of November to be entered. We’ll randomly select customers who have reached each target to receive this amount as free energy credit! For example, if you’ve saved £150 by the end of November and are randomly selected, you’ll receive £150 energy credit for free! The more you save, the higher your prize could be!

Terms & Conditions apply. Visit www.utilita.co.uk/terms

Eligible customers will be selected at random for each prize and will have an equal chance of winning. The results of the prize draw are final and there is no appeal process. An independent third-party has reviewed and approved our random selection process.

Eligible customers have the chance to win £150, £100 or £50 prizes in the Savings prize draw which takes place at the start of the winter period. Check our social channels or your emails for more information about the draw.

We’ll let all customers know by email and/or app notification if they’re a winner. Don’t forget to check our social channels for more information about the prize draw dates.

Auto Pay allows you to set-up an automatic top-up amount when your meter balance reaches £2. Your automatic top-up is paid with your bank card, so you’ll never spend more than the agreed available funds in your bank account.

Visit the Payments page from the bottom navigation and select ‘Auto Pay’. Choose your electricity or gas (you’ll need to set up these separately if you have both) and then select an amount that will be credited to your meter when your balance reaches £2.

Finally, select the payment card that you’d like to use to pay for your Auto Pay and you’re done! If you need to change your Auto Pay in the future, simply visit the same Auto Pay page.

Simply head to the Payments section of the My Utilita app and select Transfer Credit (or Transfer Credit from your Savings page). From here, you can select your meter and the amount you’d like to transfer to your Savings. Please leave up to 30 minutes for the transfer to complete.

Once this is complete, use any credit from your Savings to top-up the meter of your choice by choosing ‘Withdraw Savings’ from your Savings page.

Your selected meter balance will need to be above £7 as you’ll need at least £5 remaining on your meter – this leaves a minimum transfer amount of £2. Alternatively, if you haven’t submitted an up-to-date meter reading, you may not be able to use this feature.

With our new Carbon Footprint feature, you can track how much CO2 you’re producing. By staying up-to-date with your daily, monthly and yearly carbon emissions – based on the amount of energy you’ve used. Plus, you can see how your usage compares to the equivalent number of miles driven in a car.

Our newly updated My Utilita app has the new Carbon Footprint feature located via the Usage tab, update your app now to see our new feature.

Get access to exclusive competitions to gigs and events, gifts, gift cards and more. Along with a monthly jackpot where you can win up to £5,000 cash and £50 in energy credit. All for just being our customers!

Simply select the ‘Utilita Extra’ tab in My Utilita and see what’s on offer, every week new prizes and competitions are added so be sure to keep checking. If you are a winner, you’ll receive an email from extra@utilita.co.uk.

Win BIG with monthly Jackpot draws – customers are automatically entered to be in the chance of winning £5,000 or £50 free energy. Plus, you can now Track your wins, countdown to the next draw and check out what bonus tickets you have left to complete in My Utilita. Find out how you can earn more chances to win with Bonus Tickets here.

When you save, you’ll get the chance to win energy credit prizes up to £200 in the Savings Prize Draw. Just check your Savings to see if you’re a winner. Plus, we’ll send you an app notification to let you know!