Please see below a list of frequently asked questions that may help you out if you’re having issues with your energy unit at home.

I have made a payment but it hasn’t gone on to the unit

If you aren’t able to see the payment on your unit, we recommend that you wait an hour before contacting us. Sometimes network traffic and general internet issues can affect how quickly your payment arrives. Sometimes a unit can be “offline” too. If this happens, all payments are provided with a “PIN” number. This can be entered into your unit to provide the credit. If you need the credit urgently, try using the PIN.

The PIN doesn’t work

If the PIN doesn’t appear to have worked, sometimes the credit has already gone on to the unit. Please check the payment history to see if this is the case.

Alternatively, if your prepayment unit is a horizontal white rectangular box known as a WPM, eemonitor or Econergy-British Gas there may be another issue. Sometimes on these units when two payments have been made closely together, one of the payments may not go on, and when you attempt to input the PIN a message may display saying ‘incorrect PIN’. This will probably be because the payments have not gone onto the unit in the order that they were made. The rectangular box units have a built-in security feature which will only allow the payments to go on in the order that they were made. 

Similarly, if you made a payment some time ago and it didn’t go on and you make a further payment you will experience the same issue as above.

To avoid this happening, please always enter PINs in the order you purchased them, with the oldest first. If you suspect that this has happened, please contact us and we will look into it.

You can contact us on 01623 880949 or email info@energybilling.co.uk

I am paying too much for my energy

Energy Billing Ltd simply takes payments for energy providers, and in some cases we may provide the billing. We don’t set the tariffs.

Sometimes the organisation that provides housing also provides the energy to those properties. If you are an owner/occupier, you will need to contact the provider of your energy, or alternatively please contact your housing organisation.

If you have credit on our unit but you are not getting any heat/hot water/energy then that points to a fault in the heating system. Please contact the provider of your energy or your housing organisation for support in this situation.

I have a large credit on my unit, can I get a refund?

Please contact your energy provider as any monies paid to us are passed on to your provider. They are responsible for refunds.

There is a fault with the display on my unit

If there is a fault with your display, please contact us on 01623 880949 or email info@energybilling.co.uk and we will be able to assist.

There is a crazy reading on my unit and I have lost all my credit

We have noted some anomalous behaviour on older heat meters that occasionally can send erroneous information to the prepayment unit. This can make the prepayment unit go into a large debt. If this happens, contact us directly and we will reset your unit – taking into consideration any energy used in the meantime (often, the supply is not affected). We will also contact your provider to notify them that the fault has occurred.

You can contact us on 01623 880949 or email info@energybilling.co.uk

I made a payment of over £100 and can only see part of it on screen

On some units, payments over £100 are split into separate payments, and only the last payment the unit received will be displayed. You can scroll back though payments on screen. For example, if you paid £175.00, you would likely see £75.00cr on screen. If you then scrolled back, you would see the remaining £100.00cr a few seconds before.

I have run out of credit, the PIN isn’t working and it is the weekend/bank holiday

It is for situations like this that the “Emergency Credit” is provided to you by your supplier. Activate the emergency credit which will allow you to use heat/hot water until we are able to rectify the issue.

If you have already used the emergency credit as normal credit then we will rectify the issue when we are able to. Do not use emergency credit as normal credit. It is there for emergencies only.

I have been put onto Universal Credit and this has left me without enough money to purchase heat/hot water

Please contact your supplier/Housing Association/council as a matter of urgency. If they agree, we are able to provide an amount of credit which is then paid back by yourself at an agreed rate from any payments you make through the system until the amount is repaid.

Please note that no interest is charged on this advance. Do not approach any other lender for a loan to pay for your energy on our system. Always ask your supplier/Housing Association/council first. We are here to help.

Why am I being charged a standing charge?

Energy Billing Ltd simply takes payments for energy providers, and in some cases we may provide the billing. We don’t set the tariffs.

Sometimes the organisation that provides housing also provides the energy to those properties. If you are an owner/occupier, you will need to contact the provider of your energy, or alternatively please contact your housing organisation.