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How can we help?

'my insite' (customer portal)

How do I set up an online account? (PAYG)

Head to my.insite-energy.co.uk to set up your my insite account. You will need to enter your 19-digit account number (PAN) to set this up. You will also need to register with the name and email address that is registered with us. From my insite you can view your latest account and debt balance, manage your stored bank cards, set-up automatic top-ups, and view your annual account statements.

If you’re having difficulty setting up an online my insite account, please get in touch.

For more information on how to register, please see our quick guide here.

Please note, you can only have one property linked to one email address, so if you are managing more than one property account and wish to have a my insite log-in for each, please use a different email address for each.

How do I set up an online account? (credit billing)

Head to my.insite-energy.co.uk to set up your my insite account. You will need your 8-digit account number to set this up. You can find this 8-digit account number in the top right corner of your bill. You will also need to register with the name and email address that is registered with us. From my insite you can view your latest balance, make an online payment, set-up a Direct Debit and view your latest bills and annual statements.

If you’re having difficulty setting up an online my insite account, please get in touch.

For more information on how to register, please see our quick guide here.

Please note, you can only have one property linked to one email address, so if you are managing more than one property account and wish to have a my insite log-in for each, please use a different email address for each.

What if I am unable to register a 'my insite' account? (All customers)

If you are unable to register your account on my insite there may be a few reasons why.

  • If you are using an email address or name that differs to the one we have in our system, you will be blocked from registration. Please get in touch so we can update your details.
  • Only one account can be set up per property so if a member of your household has already set-up a my insite account, 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 and you are unable to set up a my insite account.
  • If your billing is on hold as per client request, you may temporarily be blocked from registering or accessing your my insite account.

For any other issues, please get in touch with us to help.

How can I make a payment over the phone? (PAYG customers)

To make a top-up over the phone, please call your dedicated scheme phone number and press “1”. You can find the dedicated customer support number for your building by searching for your address or postcode on the 'My development' page.

Please note that this automated payment line is available 24/7/365, so you no longer need to speak to an advisor to top-up your prepayment meter.

Our customer service agents will still be on hand during open hours to support any vulnerable customers who need further assistance making payments.

Please make sure to enter your 19-digit PAN carefully into our IVR system to make sure your payment is successful. If you enter your 19-digit PAN incorrectly it will error, so please try again. If this continues to happen, please get in touch.

Why does the 'my insite' portal show a different balance to what I can see on my prepay hub in my property? (PAYG customers)

We receive your PAYG account balance every 24 hours so the balance shown in your my insite account may differ to the real-time balance shown on your prepay Hub.

If we have no communication with your prepay hub, we will be unable to see the latest balance on your hub. As such, your account balance in the portal may be significantly different to what is showing on your hub. Please use the balance on your prepay hub as the more accurate balance.

If you make a payment during a time where we are able to communicate with your prepay Hub, you may need to manually enter a 20-digit payment code directly into your hub. For instructions on how to enter these payment codes, please head to our FAQ on 'Why hasn't my top-up appeared?'.

What will happen to my existing automatic top ups? (PAYG customers)

We have recently changed our payment service provider so this means that any automatic top-ups set-up in our old FlexiPay system will be cancelled. As such, you will need to set up a new balance-based or date-based (previously referred to as scheduled payments) auto top-up via your new my insite account.

If you have any queries or concerns, please contact the customer service team.

Why is my payment not showing on my account? (PAYG customers)

The most likely reason for this is that the payment might appear to have been taken, but the vend to your PAYG meter has failed. This may be due to an invalid or inactive 19-digit payment number (PAN). The top-up may appear as pending on your bank account or show in your my insite payment history but should not be taken and will disappear from your bank account and payment history in a few days. If funds are taken, these will be returned by PayPoint within 2-3 days.

If you experience any other issue with your payment not showing on your account, please contact us.

Can someone else manage/top-up my account for me? (All customers)

If you would like someone to manage your account on your behalf, please complete our Authorisation Form and send over to us via email at customerservice@insite-energy.co.uk.

Once received, your nominated person will be able to register into the my insite customer portal to manage your account online. Please note, in doing so, full account access will be given to this nominated person.

Alternatively, if someone wants to make a guest payment to your account:

  • If you have a monthly credit billed account, they can go to a Payzone or Post Office with your bill or make a payment over the phone by calling your dedicated scheme phone number.
  • If you are a pay-as-you-go customer, they can go to a PayPoint outlet with your 19-digit payment number and barcode or call our interactive voice response (IVR) service to make a payment over the phone.

You can find our scheme-specific phone number here.

Can I download 'my insite' as an app on my phone? (All customers)

my insite has been developed as a web-app. This means that you can access your account via any web-browser on any internet connected device e.g., your phone, laptop, tablet, PC without needing to download an app. my insite was developed this way to make it affordable and accessible to everyone regardless of what internet-connected device you are using, and to allow us to easily make software updates without any disruption to you.

If you wish to have my insite saved as an icon on your phone home screen, please follow our "How can I save my insite as an icon on my device” instructions below.

How can I save 'my insite' as an icon on my device? (All customers)

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

For Apple/IOS devices:

  1. Type my.insite-energy.co.uk into Safari and tap the share arrow.
  2. This will open a menu. Click on the 'Add to home screen’ button.
  3. Follow the instructions on the screen and click 'Add'.
  4. An app icon for my.insite-energy.co.uk should now appear on your phone home screen.

For Android devices:

  1. Type my.insite-energy.co.uk into Google and tap on the three dots in the upper-right corner
  2. This will open a menu. Click on the 'Add to Home Screen' or ‘Install’ option
  3. Follow the instructions and click 'Add'.
  4. An app icon for my.insite-energy.co.uk should now appear on your phone home screen.

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.

Why is the payment date shown different to when I made the payment? (credit billed customers)

When a payment is made, it can take a 2-5 working days to land in our bank account. As such, the payment date will match the date on which your payment was processed in our system. As such, the payment date might be a few days later than expected.

Why is my payment not showing on my account? (credit billed customers)

It can take up to 2-5 workings days for your payment to show on your online account. If your payment does not show within this timeframe, please feel free to get in touch with us.

Why can’t I set up a Direct Debit? (credit billed customers)

From within my insite you will be able to set up either a Variable Direct Debit or Payment Plan.

If you are unable to set up a Direct Debit through my insite, you may already have a Direct Debit set up. If you wish to amend your Direct Debit, please get in touch with the customer service team who will be able to help you.

If you get an error when trying to set up a Direct Debit, please wait a while and try again later.

Why is there a different balance on the home screen compared to the bill page? (credit billed customers)

Your home screen will display your ‘Current Balance’ as per your latest bill. This balance includes all outstanding charges i.e., new charges from your latest bill and any brought-forward balance from previous bills. .

On your ‘Monthly bills’ tab under ‘My bills/statements’ the amount shown matches the ‘New Charges’ total as per your latest bill, rather than your new balance.

Why didn't my automatic top-up work? (PAYG customers)

Automatic top-ups are triggered daily at 3am. This may mean that your balance may have dropped below your cut-off limit (usually £0) before the auto top-up is taken.

If you have set-up an automatic top-up through my insite but payment hasn’t been triggered as expected, this may be due to your prepay hub being out of communication. If we cannot communicate with your prepay hub, then auto top-ups cannot be processed.

Please contact us to see if an engineer’s visit is required to resolve the communication issue.

In the meantime, please make a regular top-up and use the 20-digit payment code (UTRN) found within your email receipt to manually apply the top-up onto your prepay hub. You can find more instructions how to do this here.

Why should I set-up two-factor authentication (2FA)?

There are new cyber security mechanisms coming into place for cloud-based services to reduce the risk of identity fraud and cyber hacking. One of these is the implementation of two-factor authentication. This means that instead of just entering your username and password, you also provide a second means of authentication to prove it is you trying to access your account. This is to make it more difficult for someone else to gain access to your personal information.

To enhance your security, we have implemented the option to set-up two-factor authentication in the my insite customer portal. This is currently optional but may become mandatory in future.

You can choose to set this up at any time by going into ‘My account’ on my insite.

If you no longer have access to the email account used for your 2FA set-up or want to turn off 2FA any point, please get in touch.

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