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Frequently Asked Questions

Here you will find answers to some of the most commonly asked questions

General

  • How do I add credit to my meter?

    There are 4 options:-

    1. At a retailer with a Paypoint terminal using your card or Account number
    2. Online at https://energycontrolspayments.paypoint.com/energy/
    3. Using the Energy Controls ‘Smart Prepay’ Payment app on your smartphone.
    4. Your Landlord/Property Manager will also have the option to make payments using our web portal.
  • How much credit can I add in a single payment?

    When using the app there is a minimum payment amount of £20, and a maximum amount of £99 for each payment.

    When using the Online Payment service there is a minimum payment amount of £20, and a maximum amount of £99 for each payment.

    When paying at a retailer there is a minimum payment amount of £10, and a maximum amount of £99 for each payment.

  • Can I check my usage and/or credit balance?

    Yes. We can provide your Landlord/Property Manager with a generic login to our web portal where you can view the credit balance and usage pattern for your Smart Meter.

  • Who do I contact if I have a problem?

    Your first point of contact is always your Landlord or Property Manager. If they cannot resolve your problem they will contact Energy Controls for assistance.

Online

  • What is the web address for Online Payments?

    The website for Online Payments is:-   https://energycontrolspayments.paypoint.com/energy/

  • Do I have to register?

    No, you don’t need to register you can use this service as a guest. However, if you do register you will be able to view a history of your top-up payments and store a payment card to save time in the future.

  • I’ve forgotten my password

    Select the ‘Forgotten password’ option on the login screen. Enter your email address, click reset password and you will be sent a link to allow you to reset your password.

  • How do I add a PayPoint card?

    Once you have logged in select the PayPoint card icon. You can either scan the barcode on the PayPoint card that you want to add, or press the Add PayPoint card button at the bottom of the screen.

  • How do I find my PayPoint Account number if I don’t have a PayPoint card?

    The PayPoint account number will be given you by your landlord, it has 19 digits and starts with 9826.

  • How do I add a new debit or credit payment card?

    Once you have logged in click on the Payment cards icon and follow the on screen instructions. You will need to provide your card type, card number, expiry date, the name on your card, card security code and add a nickname for the card. This will make it easy for you to identify next time.

  • Can I pay using a card I haven’t saved?

    Yes you can. You can enter the card details every time you want to make a Payment.  When the details have been entered you can choose whether or not to save the card to use for future payments.

  • Do I have to pay to receive SMS or email receipts?

    No. There are no charges for receiving your receipt either by text message or email.

    NOTE: The 20 digit code on the receipt can be used to enter credit at the meter if there is a problem with the system.

  • How do I turn off the SMS or email receipts?

    Once logged in click on  ‘My details’.  There you will be able to switch off either of these. If you decide you want to receive them again, you can use the switch to turn them on again.

  • How Will My Data Be Used?

    Your personal is used ONLY for the purpose of sending prepaid credits to your meter. We DO NOT use your details for marketing purposes.

  • How much credit can I add in a single payment?

    When using the app there is a minimum payment amount of £20, and a maximum amount of £99 for each payment.

    When using the Online Payment service there is a minimum payment amount of £20, and a maximum amount of £99 for each payment.

    When paying at a retailer there is a minimum payment amount of £10, and a maximum amount of £99 for each payment.

App

  • How do I find & download the Energy Controls payment app?

    The App is free and can be downloaded from the App Store and GOOGLE Play – just search for ‘Energy Controls’ or ‘Smart Prepay’.

  • Do I have to register?

    No, you don’t need to register you can use this service as a guest. However, if you do register you will be able to view a history of your top-up payments and store a payment card to save time in the future.

  • I’ve forgotten my password

    Select the ‘Forgotten password’ option on the app login screen. Provide us with your email address and we’ll walk you through the simple steps to reset your password.

  • I’ve deleted my activation code

    If you do not have the activation code you were sent during registration, you will have to start the registration again.

  • How do I add a new PayPoint card?

    Once you have logged in select the PayPoint card icon. You can either scan the barcode on the PayPoint card that you want to add, or press the Add PayPoint card button at the bottom of the screen.

  • How do I find my PayPoint Account number if I don’t have a PayPoint card?

    The PayPoint account number will be given to you by your landlord, it has 19 digits and starts 9826.

  • How do I add a new debit or credit payment card?

    Once you have logged in select the Payment cards icon and press the + in the top right corner.  You will need to provide your card type, card number, expiry date, the name on your card, card security code and add a nickname for the card – this will make it easy for you to identify next time.

  • Can I pay using a card I haven’t saved?

    Yes you can. Go to the ‘Top-up’ option and when you’ve selected the account you want to make a payment for, select the option to use another card.

  • Do I have to pay to receive receipts by Text or email?

    No. There are no charges for receiving your receipt either by text message or email.

    NOTE: If you save your receipt the 20 digit code can be used to enter credit at the meter if there is a problem with the system.

  • How do I turn off the SMS or email receipts?

    Once logged in go to the ‘My details’ area of the app. There you will be able to switch off either of these. If you decide you want to receive them again, you can use the switch to turn them on again.

  • How Will My Data Be Used?

    Your personal is used ONLY for the purpose of sending prepaid credits to your meter. We DO NOT use your details for marketing purposes.

  • How much credit can I add in a single payment?

    When using the app there is a minimum payment amount of £20, and a maximum amount of £99 for each payment.

    When using the Online Payment service there is a minimum payment amount of £20, and a maximum amount of £99 for each payment.

    When paying at a retailer there is a minimum payment amount of £10, and a maximum amount of £99 for each payment.