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Are you a key meter customer Welcome to SmarterPAYG

If you currently have a key meter, you will be getting a new smart meter to replace it. Once your smart meter is installed, you will be a SmarterPAYG customer. The replacement of key meters is starting in spring 2022. We will keep SmarterPAYG customers informed as the roll-out commences.

To improve our service to you, we have invested in a completely new ‘pay as you go’ system called SmarterPAYG. Topping up will become easier and much more convenient for most SmarterPAYG customers, as you will no longer need a key to top up, nor will you need to visit a shop. Using a credit or debit card, you will be able to buy credit through our new SmarterLiving app or via our SmarterLiving web portal on our website.

 

 

If you do not wish to use the app or the web portal, you can still top up in one of several shops. We will maintain a list of shops on our website and will provide further details locally when we begin the installation programme.

The SmarterPAYG system will consist of a smart meter, a low-power communications system, the data centre and the new SmarterLiving app. The app will be free and downloadable from the Apple Store for Apple or Google Play store for Android devices.

Topping up via the SmarterLiving App

Topping up will become easier and much more convenient as you will be able to buy credit online anytime, anywhere. The SmarterLiving app can be downloaded onto your smartphone or tablet. It will allow you to check your balance, receive alerts when your credit is running low and add credit to cover your electricity usage. You will also be able to keep track of your energy use. That way, you can identify possible changes to your consumption behaviour, which may help you to reduce your energy usage.

How to top up on the SmarterLiving app

  1. Download the SmarterLiving app by visiting the App Store for Apple or Play Store for Android devices.
  2. Register your account by using your email address that Manx Utilities has on record and create a password (your email will be directly linked to your account once registered).
  3. Starting at the home screen, press ‘Top up’.
  4. Type the amount you would like to add and fill in your card details.
  5. Click ‘Make Payment’.
  6. You’ll then receive confirmation of your top up.

Please note that Manx Utilities will need a current email address and a mobile number before downloading this app.

If you need to update your email address and or mobile number, please call 01624 687675 or email accounts@manxutilities.im

However, do not be concerned if you do not want to use the app or our web portal as you can still top up in one of several shops, or you can ask a trusted friend or family member to do that for you. Multiple users can be set up on the same account and they will have permission to top up via the app, web portal or in-store. However you decide to pay, the credit will go straight onto the account associated with your meter.

 

 

Topping up via the SmarterLiving web portal

To make topping up even more convenient you will also be able to add credit using our web portal on our website.

How to top up on the web portal

  1. Start by clicking on the SmarterPAYG button. This will take you to a landing page that will provide you a secure link to the SmarterLiving web portal.
  2. Register your account with Manx Utilities by providing us with your current email address.
  3. Use your email address to create a password.
  4. Starting at the home screen, press ’Top up’.
  5. Enter the amount you would like to add and fill in your card details.
  6. Click ‘Make Payment’.
  7. You’ll then see the confirmation of your top up.

 

 

Topping up in a shop

You can still top up at a shop if you don’t have access to the app, however, the minimum requirement is a mobile phone to receive SMS notifications from our system. Nothing will significantly change from the way you currently top up. The only minor difference you will notice is that you will no longer need a key in-store, just your account number.

Your account number is a unique 8-digit number that will be provided with your installation appointment letter.

Manx Utilities has ensured that there is a reasonable geographical spread of outlets that our customers can use, and it is likely that you will still be able to top up at the same shop as you currently do.

How to top up in-store

  1. Go to the retail outlet, making sure you have your account number.
  2. Go to the till and ask a staff member to top up your SmarterPAYG account.
  3. Tell them your account number and the amount of credit you would like to add.
  4. Pay with cash or card.
  5. The credit will be applied to your account immediately. You will receive an SMS text receipt confirming the amount you have topped up your account by.

If you are in credit, the minimum top up is £5.

The maximum credit balance you can have on your account is £250. You will receive an error message if you try to exceed this limit.

Please note that we will be installing the new SmarterPAYG top up system in selected retail outlets in conjunction with the key meters being replaced in that area. This means that for a limited period, you will only be able to top up from the retail outlet nearest to your property until other areas of the Island have had their SmarterPAYG system installed.

Please find the list of shops where you can top up your SmarterPAYG account here. 

 

Frequent questions for SmarterPAYG customers

We understand you may want to know more.

Below is a list of frequently asked questions regarding SmarterPAYG.

   

No problem, you can still have SmarterPAYG and top up in-store. However, the minimum requirement is a mobile phone to receive SMS notifications from the system. The SMS messages will allow you to keep an eye on your balance and will send automatic notifications when your meter is running low.

If you have any concerns, don’t hesitate to get in touch with us at 687687 where we can talk through your choices.

It is very important to us that all payments you make are secure. Our online payment partner Worldpay will securely manage all transactions. Your bank may also request extra security checks to ensure your online safety.

The minimum and maximum top up amounts are:

  •   If you are in credit, the minimum you can top up is £5
  •   If you have been disconnected, the minimum top-up, if you go into emergency credit status is £7 (£6 to cover the emergency credit payment, and £1 to ensure a positive credit balance).

If your credit runs out during our non-disconnect times, the electricity usage, standing charge and any debt repayment will continue to be deducted and require to be paid at your next top-up.

  •   The maximum you can top up is £250

 

Your emergency credit will keep the lights and heating on when you are unable to top up, for instance, if you cannot top up online or get to a shop for some reason. Do not forget that you still have to pay it all back when you next top up.

The smart meter will automatically apply emergency credit when you have run out of credit; this provides you with a fixed amount of £6 and will be identified on the app or through our SMS notification system.

Whilst you are using the emergency credit, we will continue to recover any debt and standing charge due. This is different from the current key meter process, where you pay only for the electricity units consumed during the emergency credit period and no standing charge or debt is collected. The new process will ensure customers can continue to manage their repayments smoothly rather than accruing a debt to be paid on their next top up.

Our team is happy to provide advice and support if needed, please feel free to contact our customer care team on 687687 to see if we can help you.

You will be able to download the SmarterLiving app onto your smartphone or tablet and add credit to cover your electricity usage anytime, anywhere!

The app allows you to check your balance, get alerts when your credit is running low and even keep track of your energy usage. That way, you can identify possible changes to your consumption behaviour, which may help reduce your energy usage.

If you’re about to run out of credit, the SmarterPAYG system will give you plenty of warning. You’ll be sent an alert via app or by text, so you’ll always be informed. At this stage, your first step should be to top up your credit.

We know that it can sometimes be difficult to top up online or at a local store, so there are certain times your electricity won’t ever be cut off, even if you’re using emergency credit.

Our non-disconnect rules ensure that you will not get cut off outside of Manx Utilities’ operating hours including weekends, during the night, or on public holidays.

Manx Utilities’ opening hours are from 08:30 to 17:00 Monday to Thursday, and 08:30 to 16:30 on Fridays.

For emergencies outside this time, call 687687.

Your SmarterPAYG account will be allocated £20 credit, the original deposit taken from your old key.

Outstanding funds from your key meter will be transferred to your new SmarterPAYG account. This should be done overnight, but it can take up to two working days.

After consultation with the businesses involved, Manx Utilities has endeavoured to ensure that there is a reasonable geographical spread of outlets that our customers can use. More detail will be provided when we begin the meter roll-out but you should still be able to top up at the shop where you currently top up your key.

Please note that we will be installing the new SmarterPAYG top up system in selected retail outlets in conjunction with the key meters being replaced in that area. This means that for a limited period, you will only be able to top up from the retail outlet nearest to your property until other areas of the Island have had their SmarterPAYG system installed.

Please find the list of shops where you can top up your SmarterPAYG account here.