FAQ & Support

Want to make a payment? Moving in or out? Pick from the tabs below to get the answer which is right for you.

Choose the type of meter or bill you have below to find out the
options for making a top-up payment, paying your bill or informing us
that you have moved in or out.

You will also find answers to other questions you may have.

Frequently asked questions

How much do I pay for my heating? Understanding unit charges & standing charges I’d like to change supplier. I don’t want to be with Insite Energy I can’t afford to pay my bill in full. Can I pay in instalments? My bill is too high. Can you investigate and send me a revised bill? What VAT do I pay? I haven’t received a bill yet, what should I do? Can I set up a Direct Debit on my smart meter? My washing machine has broken. Can you help with maintenance? What do I do if I have a problem with my heating and hot water? Why are you referring me to my heat supplier? Can’t you help? I’m unhappy with my tariff and standing charge, what can I do? Where is my pay-as-you-go meter? I have lost my pay-as-you-go card. What do I do? How to reduce your heating and hot water bills How often will I receive a bill?

I have a Guru Hub

Residents with additional needs Queries, feedback & complaints Your ‘Flexi Pay’ Guru Hub Setting up your payment account Topping up your smart meter My heating and hot water aren’t working Your heating and hot water supplier Moving in? Moving out?

I have an Evinox Smart Meter

Residents with additional needs Queries, feedback & complaints Your heating and hot water supplier Your Evinox ‘Flexi Pay’ smart meter Topping up your pre-payment unit My heating and hot water aren’t working Moving in? Moving out?

I have a different Pay-As-You-Go meter

Using your Gen1 meter Your heating and hot water supplier Your Pay-as-you-go (PAYG) smart card Troubleshooting your Gen1 Meter Moving in? Moving out? My bill is too high. Can you investigate and send me a revised bill? Where is my pay-as-you-go meter?

I receive a bill in the post

Moving in? Moving out? Ways to pay your bill Understanding your bill Residents with additional needs Queries, feedback & complaints Understanding monthly bills About your bill Your heating and hot water supplier Estimated bills I can’t afford to pay my bill in full. Can I pay in instalments? How often will I receive a bill?

Topping up your smart meter

 

The following payment options are available to you:

Automatic payments

You can also set up your heat payment account to take automatic payments from a registered debit card account. There are two options for automatic payment available to you:

‘Auto Top-up’ is triggered when your balance falls below a set limit.

When your balance drops to £10.00 this will be the trigger to automatically take a top-up payment made from your registered credit or debit account of either £20 or £50.

‘Scheduled Payments’ of a set amount, on a set day each month.

An amount set by you will be taken from your nominated debit card on a day of the month set by you. This may mean that you build up a surplus of credit through the warmer months which then evens out during the colder months.

You can change the monthly amounts whenever you like via your account settings.

Set up automatic payments

If you have any problems in setting up automatic payment you can email us at customerservice@insite-energy.co.uk or call our customer service team on the customer service number for your development during our office hours of 9am–5pm Monday to Friday.

To find the customer service number for your development, check the contact information near the bottom of your development page.

Find your development

Topping up online

You can top-up online at pay.insite-energy.co.uk/payment/new.

Top-up online

Once you’ve topped up online, you will receive an email confirming your payment. Please note that the online payment system does not accept American Express.

Topping up by SMS/text

Once you have registered your debit or credit card and clicked on the box, please fill in the details on that page, and make sure you tick the box labelled “Allow this payment card to be used for payments via SMS.”

Register your mobile number for SMS payments

  1. Add your mobile number in your account settings.
  2. Under Pay by SMS, click Register your mobile number.
    A confirmation code will be sent to your mobile number.
  3. Enter the confirmation code in the box marked SMS Confirmation Code.
  4. Click Confirm.
  5. A confirmation message will be sent to your mobile phone number, confirming your mobile number registration.
  6. You are now ready to top up using SMS/text.

How to top-up by SMS/text

Send a text to 81234 saying PAY followed by the amount you wish to top-up.

For example: to top-up credit by £20, send a text to 81234 saying PAY 20

Payment will be taken from the credit or debit card you have registered for our Pay by SMS service.

Topping up by telephone

To make a credit or debit card payment over the telephone, please call our customer service number for your development during our office hours of 9am–5pm Monday to Friday.

To find the customer service number for your development, check the contact information near the bottom of your development page.

Find your development

Please note the maximum amount you can top up in one transaction is £150.00

Topping up at a PayPoint location

You can make a top up payment at any location that displays the PayPoint logo.

You can add credit using your heat payment card at any PayPoint location and top up with your desired amount. The credit will be remotely credited to your “Flexi Pay” unit.

We will notify you of your nearest PayPoint location in the letter that we send with your heat payment card.

Please look after your card, there may be a charge for a replacement card.

Can I top up before my credit runs out?

Yes! You can make payments whenever you like and build up a balance to cover periods when you might be away from your home.

Emergency credit

If your credit runs out, you can use your emergency credit allowance to keep your heating and hot water working for a little while longer, until you are able to make a top-up payment.

The amount of emergency credit that you use on each occasion will need to be paid back the next time that you top up.

Emergency credit can only be activated when your meter is at zero (£0.00) credit or below.

To activate your emergency credit press the Activate Emergency Credit button.

 

Whenever you top up your “Flexi Pay” system, your Guru Hub unit will be credited remotely. If for any reason there is a significant delay in the credit reaching your unit remotely, you can enter it manually. Simply key in the 20 digit number which can be found on your PayPoint, SMS, email receipt or given verbally to you if you top up over the phone.

Guru Hub - Enter token code panel