How does KURVE work?

Watch our how to video

Balance screen

Your 'Home' screen (as shown below) is where your current balance and daily usage are displayed. If you have a debt associated with your account, this will be shown underneath the ‘Top up’ button. Your daily total of energy consumption is shown within the two small circles under your current balance. These are updated every hour.  

When your credit runs low, the circle will turn from green to amber indicating that you need to top up soon. If you run out of credit entirely, the circle will turn red, and your supply will be disconnected.

You will automatically be set up to receive balance notifications via your registered email address. These will be sent when i) your balance is low and ii) when your balance has run out.  This means you don't have to log into your account to find out what your balance is. If you don't want to receive these notifications, you can unsubscribe from the 'Settings' tab within your app. 

Disconnected

Should you fall below your credit threshold, your smart valve will close, and your supply will be disconnected. At this point, to restore your energy supply you must top up or activate your emergency credit. Your account must be in credit to regain access to your heat and hot water. 

Regardless of whether your property is occupied, or supply has been disconnected due to non-payment, the standing charge will continue to deduct from your account on a daily basis. This means that debt can continue to increase on your account even if no energy is being consumed. 

Emergency credit

The amount of emergency credit available to you is determined by your heat provider. The emergency credit you have available can be found under 'My Info' in your 'Settings' and is also noted in your welcome email. 

Activating your emergency credit enables you to temporarily reconnect your heat and hot water supply until you can either make a payment or reach the emergency credit limit. Emergency credit is usually set at an amount which will last you for 3-5 days, depending on how much energy you use. 

To use your emergency credit, press the “ACTIVATE MY EMERGENCY CREDIT” button as shown below. Emergency credit can only be activated when your account is at or below your cut-off limit, which is set to £0. When your emergency credit is in use, the amount remaining will show within the balance circle. 

Please note that emergency credit is for emergencies only. If your emergency credit runs out, your supply will be disconnected until a payment is made bringing your account back into positive balance. Any emergency credit used must be paid back in full when you next top up.

Usage

The 'Consumption' screen allows you to view your energy usage in both kWh (kilowatt-hour) and GBP (£). 

These graphs show the actual amount of energy you have consumed and are updated every hour when we receive your latest meter read. In both views your current tariff will be displayed, clearly indicating the cost split between daily standing charge and kWh consumption. 

You can also toggle the screens to view your consumption over the last day, week, month, or year. 

Making regular top-up payments online

Whenever you top up your KURVE account, your balance should update within one hour of making a payment. The minimum payment amount is £5.00. If you have fallen into a negative balance and have already used your emergency credit, you will need to top up an amount that brings you back into a positive credit. 

When making a payment via the KURVE App, you can select a pre-set amount to pay, or enter a custom amount. You will then be asked to enter your default payment card’s CVV number to validate your payment, before confirming your transaction. If there are any issues with your payment, an ‘unsuccessful’ message will appear with further instructions. 

Making automatic top-up payments online

As a pay-as-you-go customer, you have the option to set up automatic top-ups on your account using a selected credit or debit card. This will need to be set up individually for each utility. 

This means that when you hit your selected account balance amount (e.g. £10.00) your account will automatically be topped up with your chosen payment amount (e.g. £20.00). The minimum automatic top-up amount is £10.00 and the maximum is £450.00. 

Once set-up, you never have to worry about topping up your KURVE account or your supply being disconnected (as long as you have enough funds in your bank account). 

If you wish to adjust or cancel your automatic top-up set-up at any time, you can do this from the 'Payment Details' section under your 'Settings'.