This site uses cookies. By continuing to use this website, you agree to their use. To find out more, including how to control cookies, see here: Cookie Notice

Continue to site
cookie constent image

How can we help?


Why hasn’t my top-up appeared?

If you think a payment may not have been registered on your pre-pay system, please check your Smart meter display to see if the credit has been applied. If it hasn’t, please follow the below instructions for Guru 2, Guru 1 and Secure prepayment systems:

Guru 2

1. Press Enter Code on the hub:

2. Use the numeric keypad to enter the 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


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

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

3. Your balance will now update.

If you have not received a top up code in 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. 

Why are you sending me to a different payment website?

Our payment platform ( is a secure portal where you can pay your monthly bills or find a convenient way to top-up your Smart Pay-As-You-Go meter.

Once you have registered online, you will be able manage all your payments to Insite Energy at the click of a button.

How do I set up a standing order?

If you would like to make sure you are making regular payments onto your account but would prefer not to set up a Direct Debit, you can always arrange a standing order.

A standing order is an agreement with your bank to pay a fixed amount to another person or business at regular intervals; whether that’s weekly, monthly, quarterly or yearly.

To set up a standing order to Insite Energy, you will need to contact your bank; either in person or through your online banking.

They will ask you for the name of the company you wish to pay, the sort code and account number of that company, as well as asking for a payment reference to accompany the standing order.

We’ve provided all the information you will need below:

  • Name: Insite Energy Ltd
  • Account Sort Code: 23-84-82
  • Account number: 04990266
  • Payment Reference: This will be your unique eight-digit customer account number (found at the top of any Insite Energy bill)

When will I receive my bill?

If you’ve been signed up for monthly billing by your heat provider, you’ll receive your first bill from us after you’ve been in your home for more than a full month. You’ll normally receive your new bill within the first week of every month after that.

If you’ve been in your home for two months or more and still haven’t received a bill from us, please contact us to make sure we have the right information about your home.

Why can’t I set up an online account?

If you’re having difficulty setting up an online account with Insite Energy, 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 contact us at anytime via our Contact Us page.

How do I provide a manual meter reading if required?

If we are unable to obtain an actual reading from your meter and you have received an estimate bill as a result, we may ask you to provide us with a manual meter reading. To do this you can submit your reading along with a photograph of your heat meter showing the latest read via our Submit a meter read’ form. Your heat meter can be found either inside or near your Heat Interface Unit (HIU), which is normally located within the utility cupboard of your home. Some examples of what your heat meter may look like can be found below. If you need any help locating the meter read on your energy meter, please get in touch. Please note, Insite Energy is not responsible for the installation or operation of our heat meter.

A payment did not appear on my bill?

It can take up to 14 days for a payment to be processed, if you made a payment within 14 days of the issue of your latest bill it should appear on your next Bill. If you have any concerns, please contact us.

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

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