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Using your smart meter

What is a Smart Meter?

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

Smart 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?

To set up automatic top-ups on your meter, you will first need to register for an online account with us. You will then be able to arrange an automatic top-up and make changes to your account settings whenever you like.

Why hasn’t my top-up appeared?

If you think a payment may not have been registered, please check your Smart meter display to see if the credit has been applied. If it hasn’t, please press the Top-Up button and enter the 20-digit number which you can find on your PayPoint receipt, email or text confirmation. For more information on how to manually apply a top up code to your specific meter please refer to your welcome brochure, if you have misplaced your brochure you can download an electronic copy via our `Your home' section.  

Can I set up a Direct Debit on my Smart meter?

You can’t sign up for Direct Debit payments through your smart meter, but you can register your Pay-As-You-Go payment card with us online to set up automatic payments, which are similar. 

Through automatic payments, you can choose to pay a fixed amount to us on the same date each month – so that you know there is regular credit going onto your meter.

You can also arrange for a payment to be triggered once your credit balance falls below £10. When this happens an automatic payment will be made. You can select the value of the auto top-up to be either £10 or £50.

You can set up automatic payments for your heating and hot water by visiting our ‘top-up online’ page. 


My Smart meter isn’t working

If your Smart meter is not working, please speak to a member of our team who may be able to help or will arrange for an engineer to visit. You can find the dedicated support number for your building by searching for your address here. You can also email us at anytime via our Contact Us page.

What should I do if my screen goes blank?

If your screen goes blank, please speak to a member of our team. You can find the dedicated support number for your building by searching for your address here. You can also email us at anytime via our Contact Us page

I have lost my Pay-As-You-Go card. What should I do?

If you lose your Pay-As-You-Go card or it becomes damaged, please contact us for a replacement. 

There is a £15.00 charge for replacing lost or damaged cards.

Please note: you only need a card to make payments at a registered PayPoint shop. You can make payments online, via text/SMS and over the phone as long as you know your 19-digit payment card number. We can provide this number on request, free of charge. 

Insite Energy is registered by the FCA for anti-money laundering, not regulated.
Only banks, building societies, financial services and insurance/re-insurance companies are regulated.