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KURVE

How are the ‘Estimated X days left’ on my Balance screen calculated?

When your account is in a credit of at least £5 above your cut-off limit, you will see ‘Estimated X days left’ text appear underneath your current balance. This is to give you an idea of how long your credit will last you until you need to top-up again.   

This is based on an average of your consumption and daily standing charge over the last 7 days. The accuracy of this estimate will be determined by how much your usage habits change week on week. 

My consumption graphs don’t seem to match my energy usage. What do I do?

Sometimes, you might hear us talk about an issue with your fixed internet connection (FIC) line. A FIC line connects your building’s broadband network to the internet, allowing us to read your meter remotely, and automatically apply top-ups to your KURVE account.

We aim to read your meter every hour. However, if this FIC line goes down, it means the connection between us and your development is temporarily interrupted impacting our ability to talk to your meter and update your account. This means you may not always be able to see up to date consumption data in your KURVE web-app. But this will update once we’re back in communication with your development. In all instances, we’ll always work with your heat supplier to resolve these issues as quickly as possible. Please note that Insite Energy are not responsible for the maintenance of these lines so we may not be able to take any action to ensure these lines are reinstated within a timely manner.

Once we can read your meter again, consumption data should reappear. When it does, we will calculate how much you’ve consumed since your last meter read and average this consumption over the number of days the meter was out of communication. When this happens, you will see an averaged consumption over those affected days like the example graph below. 


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This average will give you a better idea of your daily usage. This means your energy usage may not be accurately portrayed on the days’ communication was lost but they will correctly add up to your total consumption and cost over that time. The total cost of this consumption will be deducted from your account balance in one go.

I have a problem with my energy supply. What do I do?

Before getting in touch with us, please check that: 

  • Your heating/cooling controls (e.g., thermostat, programmer, thermostatic radiator valves (TRVs)) are set correctly, 

  • Your energy meter and HIU are on and undamaged, 

  • Your KURVE account balance is above your cut-off limit. If you’ve recently made a top-up, please allow up to one (1) hour for this to be applied to your account, 

  • You have electricity to your property. 

If the answer to all the above is ‘yes’ and you still have no energy supply, please contact our helpdesk by searching for your postcode on the 'My development' page.  

Please note, Insite Energy are not responsible for your energy supply, nor do we maintain the heating system at your development or in your property. Unfortunately, as a result and unless contracted, Insite Energy are unable to help you with the maintenance of the heating system within your property. For queries relating to your electricity and water supply, please contact your relevant suppliers. 

I’ve topped up, but my supply is still disconnected. What do I do?

Before contacting our helpdesk, please check: 

  • If you are still below your cut-off limit, meaning you’ll need to top-up more for your supply to be reconnected, 

  • If you have just made a top-up, please allow up to one (1) hour for this to be applied to your account. 

If you made the top-up a few hours ago, please get in touch. 

What is a debt recovery rate?

If you have any debt on your account, this will be put in your ‘Debt balance’ with a debt recovery rate percentage applied, as determined by your heat provider. For example, if set to 25%, this means that whenever you make a top up (e.g., £10.00), 75% will go onto your Account Balance (£7.50) and the remaining 25% will go towards paying off your Debt balance (£2.50). If you wish to pay off your Debt balance in full, please give us a call. 

I’ve only recently opened my account, why do I already have a debt balance?

There are two main reasons why your KURVE account might have been opened with a debt balance: 

  1. We may have been notified of your move in late; meaning you will not yet have been billed for any energy consumed and daily standing charges over this initial period. As such, on opening your account, your accrued balance will have been calculated and set against a debt balance with a debt recovery rate in place (as agreed by your heat provider). 

  1. If you previously received monthly bills and have recently been switched to a KURVE (pay-as-you-go) account, any monies outstanding would have been transferred to your new KURVE account and applied to your debt balance with a debt recovery rate.  

The use of a debt balance and recovery rate allows you immediate access to your energy supply, whilst gradually paying off your aged debt as you make payments.  

If you wish to pay off your debt balance in full, please give us a call. You can find your scheme specific phone number on the 'My development' page. 

How can I save KURVE or ‘my insite’ as an icon on my mobile?

Depending on whether you have an Apple (IOS) or Android device, you can save KURVE or ‘my insite’ as an app icon on your phone by following the relevant instructions below:

For Apple/IOS devices: 

  1. Type www.mykurve.com or my.insite-energy.co.uk/ into Safari and tap the share arrow. 

  1. This will open a menu. Click on the 'Add to homescreen’ button. 

  1. Follow the instructions on the screen and click 'Add'. 

  1. An app icon for www.mykurve.com or my.insite-energy.co.uk/ should now appear on your phone homescreen. 

For Android devices: 

  1. Type www.mykurve.com or my.insite-energy.co.uk/ into Google and tap on the three dots in the upper-right corner 

  1. This will open a menu. Click on the 'Add to Homescreen' or ‘Install’ option 

  1. Follow the instructions and click 'Add'. 

  1. An app icon for www.mykurve.com or my.insite-energy.co.uk/ should now appear on your phone homescreen. 

Please note your device or operating system may differ from these instructions - please search for specific advice for your device if the above instructions do not work. 

What if I am unable to register a KURVE account?

When you first move into your new home, you will be sent a welcome email with an activation link. 

This activation link is only active for 14 days, so we would recommend setting up your account as soon as you receive it. If you fail to activate your account before any starting credit runs out your energy supply may be disconnected. 

Please note: 

  • Only one account can be set up per property so if a member of your household has already set-up an account on KURVE, you won’t be able to set up another.
  • If you have moved out of your property, your account with us will no longer be active.
  • If your billing is on hold as per client request, you may temporarily be blocked from accessing your account.


If you have not received this email, failed to activate your account within 14 days of receiving the email, or are unable to register your account on KURVE, please get in touch with us to help.

Insite Energy is registered by the FCA for anti-money laundering.