Help & Support Centre

How do I top up my credit?

You can top up your PowerPay account via our secure online portal, through our mobile app, or at any PayPoint location across the UK. Detailed instructions are available in the 'My Account' section after logging in.

Where can I view my statements?

Your energy usage and payment statements are accessible 24/7 through your online PowerPay Solutions account. Navigate to the 'Billing & Statements' section for current and historical data.

Is my data secure?

Absolutely. We employ industry-leading encryption and cybersecurity measures to protect your energy usage data and personal information. PowerPay Solutions is fully compliant with GDPR regulations.

What happens if my meter loses connection?

In the rare event your smart meter loses connection, it will continue to accurately measure your energy consumption. The data will be stored locally and transmitted as soon as the connection is re-established. We recommend checking your in-home display for any error messages and contacting support if the problem persists.

The platform is not loading, what should I do?

First, try clearing your browser's cache and cookies or try accessing the platform from a different browser. If the issue persists, please ensure your internet connection is stable. If you continuously experience problems, contact our technical support team who can help diagnose the issue.

I've forgotten my password.

You can reset your password easily by clicking the 'Forgot Password?' link on the login page. Follow the prompts, and a password reset link will be sent to your registered email address.