Online FAQs
We’ve redesigned our online account and app with lots of great new features to help you manage your account more easily. We hope they’ll make your experience with us even better!
We’re on a mission to make things simpler for you. To make a change to your account, you previously had to get in touch with us. With the new online account, we hope you‘ll be able to do everything you need to manage your account on the app or online.
If you’re using the online account on the web, you’ll need to re-register your account with us. We’ll send you an email on how to do this when your new online account is live.
If you’re using our existing app, you’ll soon need to download the new app. We'll let you know when it’s available.
The online account and app will be down from 3pm Friday 8 November until end of day Sunday 10 November, during which time you won’t be able to access them, as we’ll be transferring everything over. We’ll notify you once you can access them again. If you need to contact us during this time please get in touch with our helpful team in the usual way on home@ecotricity.co.uk.
You’ll still be able to see your past bills, meter readings and balance on your account once you log in to the new system.
We’ve made existing features, like submitting meter readings and paying bills, quicker and easier.
We’ve also added lots of great new features. You’ll be able to:
Set up and amend your Direct Debit
View and swap to our other available tariffs
Notify us when you move out of your property and into a new one
Update your account details
Register for our Priority Service and make changes
View your energy consumption
Add a new fuel supply to your property
Register for a smart meter and manage your meter reading preferences
Tell us about any additional support you need in managing your account.
You can still access the online account by visiting the links on our main website, and through links in some of the emails we send to you after the 11th November.
We’ll send you an email when the new online account is live with details on how to register. This should only take a minute. You’ll need your account number, which you can find on your bills.
You’ll need to download the new version of our app from the App Store or Google Play, as the old app will no longer be active. The new app will be available in the coming weeks - we’ll let you know when it’s ready to download.
If you have any questions or need help with managing your account, please visit the 'Get Help' section in your online account. You can also ask us a question online without having to call us, if you can’t find the answer to your query.
If you have any problems registering for the online account, you can contact us at home@ecotricity.co.uk, 0345 555 7 100.