smarterPAYG statement

Published: 24 July 2026

Manx Utilities has identified and corrected an issue affecting the calculation of certain deductions for some customers using the smarterPAYG (top-up) service.

The issue related to the account management processes that support smarterPAYG and did not affect the recording of electricity usage by smart meters.  Electricity consumption continued to be recorded correctly throughout.

Affected customers are being contacted directly and any overpayments identified through our review will be applied automatically as a credit adjustment to their account. Customers do not need to take any action to receive this adjustment.

The issue affected the calculation of one daily 30-minute electricity charge period between 23:00 and 23:30. The issue was corrected on 16 July and affected customers' accounts have been reviewed from August 2025 onwards to ensure that any overpayments during the affected period are identified and included in the credit adjustment applied to their account.

The issue only affects certain smarterPAYG customers and does not impact customers who receive a standard electricity bill.

As soon as the issue was identified, work was undertaken to investigate, correct the issue and ensure affected customers receive the appropriate credit adjustment.  Additional checks are also being put in place to reduce the risk of this happening again.

Only customers affected by this issue are being contacted directly and customers who have not received a notification do not need to take any action. If you have received a notification and have a query about your account, please contact our Customer Services team on 687675, freephone 0808 1624 115, or email accounts@manxutilities.im

We apologise for the inconvenience and thank customers for their patience and understanding.