To improve our service to you, we invested in a completely new ‘pay as you go’ system called SmarterPAYG. Topping up credit has become easier and much more convenient for most prepayment customers Using a credit or debit card, you can 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. You can find the list of shops that you top up here.
The app is free and downloadable from the Apple Store for Apple or Google Play store for Android devices.
Every electricity key meter has been replaced by a next-generation smart meter and will now be a SmarterPAYG customer.
Please take a look at our “Your guide to SmarterPAYG” which will tell you everything you will need to know.
You can also check out this short video here that will introduce you to the options available for topping up your SmarterPAYG meter.
Once your SmarterPAYG meter has been installed, you will have additional options of ways to top up your meter.
Please take a look at this short video here that will introduce you to the options you have for topping up your SmarterPAYG meter.
Topping up has become easier and much more convenient as you can buy credit online anytime, anywhere. The SmarterLiving app can be downloaded onto your smartphone or tablet. The app allows you to check your balance, receive alerts when your credit is running low and add credit to cover your electricity usage. You can also 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
Please note that Manx Utilities will need a current email address and a mobile number before downloading this app.
If you need to change your email address and/or mobile number, please call 01624 687675 or email accounts@manxutilities.im so that we can update our records.
To make topping up even more convenient you can add credit using our web portal on our website.
How to top up on the web portal
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 has significant changes 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.
We have 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
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 find the list of shops where you can top up your SmarterPAYG account here.
We understand you may want to know more.
Below is a list of frequently asked questions regarding SmarterPAYG.
No problem, you can still have a SmarterPAYG meter 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, please 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 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.
If prepayment customers with a smart meter find themselves in difficulty and their credit runs out, £6 of emergency credit is provided. This can be paid back when they next top-up, so they would need to top up at least £7 to get back into credit.
For key meter customers the emergency credit limit is £30 (a limit that was introduced during the covid pandemic).
If a key meter customer is using their emergency credit frequently, the key meter suspends daily standing charges and defers recovery until the emergency credit is exhausted, meaning the credit can last longer.
Manx Utilities will not cut the electricity off at night, even if a prepayment customer runs out of emergency credit. Additionally, power will not be cut off for exceeding the emergency credit outside of Manx Utilities’ operating hours including weekends and public holidays.
Customers using a smart meter on our new SmarterPAYG system can top-up via the SmarterLiving app or web portal at any time, using their mobile device or laptop/PC.
For SmarterPAYG customers supply will be disconnected in the event of your credit running out. 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 friendly 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.
No, there is only one domestic tariff. The domestic tariff is in fact the same for both billed customers and prepayment customers.
Prepayment customers also automatically benefit from MU’s prompt payment discount.
We would encourage you to check your usage on the SmarterLiving app which allows you to view consumption down to every 30 minutes. Check to see if this matches what you expect in terms of your usage in your home. You may be able to identify certain appliances that cost you more to run, in particular space or water heating when there is a change of season can attribute to a higher cost.
Some concerns about high consumption we have received to date when moving from key meter to smart meter have been attributed to the key meter being in the Emergency Credit status when the switch to a smart meter occurred. Therefore the customer is paying back the emergency credit applicable to the old key meter, which they asked to utilise (up to £30).
In these circumstances the customer pays Manx Utilities back over a period of a few weeks at £5 per week. (71p per day is deducted from the credit at midnight each day, until repaid).
If customers are in this situation and feel that they require a more convenient repayment schedule, then they should contact the Customer Care team on 687675 or Freephone 0808 1624 115.
Once you have downloaded our SmarterLiving app and registered your account, you will be able to see what is going on with your electricity usage anytime, anywhere. In near-real-time, you can view your hourly, daily, weekly and monthly usage to keep on top of how much you are spending.
The balance is available on the ‘money’ page in the app, it updates automatically when you open the app, if you feel that this hasn’t happened you can go to settings and click on refresh data.
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.
Please find the list of shops where you can top up your SmarterPAYG account here.
