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Find answers to common questions or get in touch with our support team.
Frequently Asked Questions
How do I top up my prepaid account?
You can top up your VoltPay prepaid account online via our customer portal, through our mobile app, or at any PayPoint location. Simply log in, select the top-up option, and follow the instructions.
What happens if my credit runs out?
If your credit runs out, your electricity or gas supply will automatically be disconnected. We send low-credit alerts to help you manage your usage. To reactivate your supply, top up your account, and your service will be restored automatically.
Can I view my top-up history?
Yes, your full top-up and usage history is available in your online VoltPay account and via the mobile app. This allows you to track your energy consumption and spending habits.
Is my smart meter data secure?
At VoltPay, data security is paramount. Your smart meter data is encrypted and transmitted securely, complying with all industry standards and privacy regulations. We only use your data to help you manage your energy effectively.
How do I read my smart meter?
Modern smart meters typically display your consumption digitally on the in-home display unit. It will show your current credit, usage, and often your energy balance. For specific models, refer to your meter's user manual or our online guides.
What are the benefits of a smart meter?
Smart meters provide real-time energy usage data, helping you understand and control your consumption. They also eliminate the need for manual meter readings, ensuring accurate billing and smoother service from VoltPay.
When is my energy bill due?
Your bill due date is clearly stated on your monthly statement. We also send reminders via email or SMS before the due date. You can also check your upcoming payment dates in your online VoltPay account.
How can I set up a Direct Debit?
Setting up a Direct Debit is easy through your online VoltPay customer portal. Navigate to the 'Payments' section and select 'Set up Direct Debit'. You'll need your bank details to complete the process. This ensures hassle-free, automatic payments.
What payment methods does VoltPay accept?
VoltPay accepts payments via Direct Debit, credit/debit card online, bank transfer, and through PayPoint locations for prepaid customers. We aim to offer flexible options to suit your needs.
My power is out, what should I do?
First, check if other homes in your area are affected, which might indicate a wider power cut. Check our service status page for updates. If it's isolated to your property, check your trip switch. If the problem persists, contact our emergency line provided in your welcome pack or below.
I'm having trouble logging in to my account.
Please ensure you are using the correct username and password. If you've forgotten your password, use the 'Forgot Password' link on the login page to reset it. If issues persist, please contact our support team for assistance.
My in-home display is not working.
Try restarting the in-home display unit by unplugging it for 30 seconds and plugging it back in. Ensure it's within range of your smart meter. If the problem continues, it may require a technician visit; please contact support to arrange this.
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