How can we help?

Pay-as-you-go (PAYG) customers

What is a pay-as-you-go (PAYG) meter?

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

PAYG 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 or set up a Direct Debit?

To set up automatic top-ups on your Guru hub or Secure Meter, you will first need to register for an online account on my insite, our customer portal. You will then be able to arrange an automatic top-up and make changes to your account settings whenever you like.

You have the choice to set up a balance based auto top-up or a date based auto top-up. 

  • A balance based auto top-up will take an amount of your choosing when your balance falls below a certain amount. For example, top up £20.00 when my balance reaches £10.00. 
  • A date based auto top-up will take a fixed amount from your nominated bank account on a specific date. For example, top up £20.00 on the 1st of each month. If choosing this method please be mindful that you may still be cut off if you consume more than your scheduled payment amount. 

To set up an automatic top-up on KURVE, navigate to 'Settings' and click on 'Automatic Top-up set-up'. There you will be able to set up a recurring payment, which will top your account up by an amount of your choosing when your balance falls below a certain amount. 

Please note, auto top ups should only be set up once your account has gone live.

My PAYG In-Home Display (IHD) isn't working.

If your PAYG IHD is not working or the screen has gone blank, it may have gone into sleep mode. To check this, please double-tap the screen to make the display appear.

If this doesn’t work, then please get in touch so we can either diagnose the issue remotely or arrange an engineer to visit if required.

Why am I having issues topping up whilst abroad? (PAYG only)

We have recently been made aware that PayPoint, our selected payment service provider, can no longer able to accept payments made from a select number of countries due to an increased number of cyber-attacks attempted from these areas.

This means that you now will be unable to make a payment to your ‘my insite’ or KURVE account when located in any of the following countries:

Bahamas Belarus Bosnia and Herzegovina Cambodia China
Ecuador Egypt Estonia India Isle of Man
Iran Iraq Japan Kuwait Mauritius
Mexico North Korea Pakistan Singapore South Korea
Taiwan Turkey UAE Ukraine Vietnam


As a result, we recommend that you top-up your account or set up an automatic top-up before travelling to any of these countries. We apologise for any inconvenience caused by this.

Do you accept foreign bank cards? (PAYG only)

Unfortunately, our selected payment service provider, PayPoint, can only accept UK registered bank cards.

We also do not accept American Express (AmEx), but accept payments from all other major card providers.

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