My electric is not showing up on the new top up app

Morning all,

There’s a couple of scenarios that could be preventing either gas or electricity from being shown on the app:

Scenario 1: 

Some customers have reported that a supply is missing from their app, without realising that the supplies are only visible on the app if they have smart meters installed.

If you have a traditional meter installed for gas, then you won’t be able to see anything related to the gas supply on the app, as the gas meter will not be remotely linked in any way, and must be topped up manually with the card as before, with the balance shown only on the meter.

If anyone is in this position, we recommend contacting our Support Team to book a smart meter appointment.

Scenario 2:

Some customers who cannot see gas or electricity on their app are affected by an issue where one of their smart meters may not be labelled correctly on their energy account, and this must be fixed by our Support Team.

If you have two working smart meters for electricity and gas, and either electricity or gas isn’t showing on the app, please contact Support, and get them to check whether your meters are both labelled as smart meters on your energy account.

Scenario 3:

Gas or electricity could be missing from the online account or app because the two fuels are split across two separate accounts, which aren’t linked together. If you have two separate accounts for electricity and gas, with two account numbers, they can be linked so you’ll be able to log in with one email address and password, and select between the two. 

Our Support Team can get this set up for you, and this guide will show you how to switch between the two accounts once they’re linked: