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
I have a Guru Hub
I have an Evinox Smart Meter
I have a different Pay-As-You-Go meter
I receive a bill in the post
The following payment options are available to you:
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.
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.
You can top-up online at pay.insite-energy.co.uk/payment/new.
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.
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.”
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.
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.
Please note the maximum amount you can top up in one transaction is £150.00
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.
Yes! You can make payments whenever you like and build up a balance to cover periods when you might be away from your home.
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.