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How can we help?

Pay-as-you-go (PAYG) customers

How can I top-up my account?

We offer several ways for you to top-up your PAYG account, 24/7/365. You can pay via:

  • Online
  • Automatically online by setting up an auto top-up or scheduled payment
  • Cash or bank card in any PayPoint outlet (available during specific outlet opening hours)
  • Over the phone using our interactive voice response (IVR) service
  • SMS text messages
  • Over the phone with an agent (available for vulnerable customers only during helpdesk opening hours)

For more information on each of these payment methods go to our 'Ways to top-up your PAYG meter' page.

As soon as you move into your home, we can help you choose the payment method that works best for you. You can change the way you top-up your account at any time.

Why hasn’t my top-up appeared?

If you think a payment may not have been registered on your pay-as-you-go (PAYG) system, please check your PAYG meter display to see if the credit has been applied. If it hasn’t, please follow the below instructions for Guru Hub II, Guru Hub I, and Secure PAYG systems.

If you are a KURVE customer and received an email receipt following payment but it still hasn't appeared on your account after one (1) hour, please get in touch with our helpdesk and we will investigate this for you.

Guru 2

Please read the below instructions or watch this video: 

1. Press 'Enter Code' on the hub:

2. Use the numeric keypad to enter the 20-digit top-up code from your payment receipt. 

3. Once you have typed the code, press 'Enter' and then hub will confirm the new balance, you may receive an error message at this stage but if you return to your home screen the top up will have applied. 

Guru 1

1. Press 'Top Up' on the hub:

2. Use the numeric keypad to enter the top up code:

3. Return to the main screen and you will see your balance

Secure Pipit 500

1. Enter the 'Account' menu, then press 'Top Up':

2. Use the numeric keypad to enter the 20-digit top-up code:

3. Your balance will now be updated.

If you have not received a top up code on your payment receipt, please contact customer services via our ‘Contact us’ page. Our team will be able to provide you with your top up code.

What is a pay-as-you-go (PAYG) meter?

A PAYG meter connects directly to your home’s heating and hot water supply, accurately measuring the amount of energy used to heat your home and hot water.

Your PAYG meter can provide useful information about your energy usage, as well as details about your account and remaining balance.

PAYG meters allow you to make one-off payments or set up automatic top ups, based on your actual energy consumption – rather than estimates.

Is there a way to top-up automatically or set up a Direct Debit?

To set up automatic top-ups on your Guru hub or Secure Meter, you will first need to register for an online account on my insite, our customer portal. You will then be able to arrange an automatic top-up and make changes to your account settings whenever you like.

You have the choice to set up a balance based auto top-up or a date based auto top-up. 

  • A balance based auto top-up will take an amount of your choosing when your balance falls below a certain amount. For example, top up £20.00 when my balance reaches £10.00. 
  • A date based auto top-up will take a fixed amount from your nominated bank account on a specific date. For example, top up £20.00 on the 1st of each month. If choosing this method please be mindful that you may still be cut off if you consume more than your scheduled payment amount. 

To set up an automatic top-up on KURVE, navigate to 'Settings' and click on 'Automatic Top-up set-up'. There you will be able to set up a recurring payment, which will top your account up by an amount of your choosing when your balance falls below a certain amount. 

Please note, auto top ups should only be set up once your account has gone live.

My PAYG In-Home Display (IHD) isn't working.

If your PAYG IHD is not working or the screen has gone blank, it may have gone into sleep mode. To check this, please double-tap the screen to make the display appear.

If this doesn’t work, then please get in touch so we can either diagnose the issue remotely or arrange an engineer to visit if required.

I have lost my PAYG top-up card. What should I do?

All PAYG top-up barcodes linked to your unique 19-digit payment number are now issued electronically. You will need this if you want to make payments over the counter at any PayPoint outlet across the UK. This means that you no longer need a physical card issued.

If you were previously provided with a physical payment card and still want one, there is a £15 charge for replacing lost or damaged cards. To request, please get in touch.

What is 'friendly-hours credit'?

Friendly-hours credit may be used over set periods of time where our helpdesk is closed and unable to help with any issues you may have over this time (such as over the Christmas bank holidays).

As such, friendly-hours credit means that your prepay valve will be opened over this period, to ensure you have continual access to your heating and hot water regardless of whether your account balance is in positive or negative credit. Over this period, your current tariffs will still be applied, meaning your balance will still deduct in accordance with your consumption and daily standing charge.

Once the period of friendly-hours credit is over, your valve will be reverted to normal operation depending on the status of your account:

  • If your account is in negative balance, the valve will be instructed to close, and you will need to top-up to regain access to your energy supply.
  • If you are in positive credit, your valve will remain in open.

You should always be notified when friendly-hours credit has been applied to your account. As Insite Energy are the metering and billing provider, we require instruction from your heat provider to enable friendly-hours credit.  

Why am I having issues topping up whilst abroad?

We have recently been made aware that PayPoint, our selected payment service provider, can no longer able to accept payments made from a select number of countries due to an increased number of cyber-attacks attempted from these areas.

This means that you now will be unable to make a payment to your ‘my insite’ account when located in any of the following countries:

Bahamas Belarus Bosnia and Herzegovina Cambodia China
Ecuador Egypt Estonia India Isle of Man
Iran Iraq Japan Kuwait Mauritius
Mexico North Korea Pakistan Singapore South Korea
Taiwan Turkey UAE Ukraine Vietnam

As a result, we recommend that you top-up your account or set up an automatic top-up before travelling to any of these countries. We apologise for any inconvenience caused by this.

Do you accept foreign bank cards?

Unfortunately, our selected payment service provider, PayPoint, can only accept UK registered bank cards.

We also do not accept American Express (AmEx), but accept payments from all other major card providers.

Insite Energy, Studio 4 Stuart House, St John’s Street, Peterborough, PE1 5DD

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