How do I pay my Utilita Energy bill?

Top up at a Payzone store or Post Office branch

If you have a prepayment meter and you need to top up your Utilita Energy Top-Up card, you can do this at a Payzone or Post Office store.

There are over 24,000 Payzone stores and Post Office branches across the UK. Use our Store Locator to find your nearest Payzone retailer, or the Branch Finder to locate your nearest Post Office.

Pay by Direct Debit

You can set up and pay your Utilita Energy bill by Direct Debit. You pay a fixed amount each month, based on your estimated usage, to help spread the cost of your energy across the year. Or you can set up a variable Direct Debit that will be adjusted to reflect how much you’ve used that month.   

Make an online payment

You can pay your Utilita Energy bill online via the My Utilita app or your My Utilita online account.

To pay your bill via the app, download from the Apple App Store or Google Play Store and follow the account setup instructions. 

To pay your bill via the Utilita Energy website, sign in to your account. The secure, web-based payment service will take your online payment.

Pay over the phone

You’ll need to have your bank card ready, then call Utilita Energy on 03300 537 657 and follow the instructions. Use these bank details to make your payment:

Account number: 97169382

Sort code: 558126

Use your customer reference number as a payment reference.

Make a postal payment

To pay your Utilita Energy bill by post, write a cheque payable to Utilita Energy Limited. Then write your customer reference number on the back and send it to:

FREEPOST Utilita Energy

Hutwood Court

Bournemouth Road

Chandler’s Ford

Eastleigh

Hampshire

SO53 3QB

Pay with BillPay

If you’re a credit or Direct Debit customer, you’ll have a BillPay number, which you can use to pay off any outstanding balances on your account.

You can use your BillPay number on the Utilita Energy website, or by calling their automated payment line on 03300 537 657. Your BillPay number appears under the BillPay barcode on your bill or can be found in your My Utilita online account.

Prepayment meters

How do I get a new Utilita Energy prepayment Top-Up Card or eCard?

If you’ve lost your Utilita Energy Top-Up Card, or it’s not working, you can generate a free digital Top-Up eCard. You can then print it off or show it on your phone, meaning you can still top up at any PayPoint or Payzone store.

Utilita Energy can also send you a new Top-Up Card if you’d prefer, at a charge of £6, which will be added to the meter associated with your card. They’ll then take this back by taking 20% of your future top-ups until you’ve covered the full amount. It can take around eight days to receive your new physical Top-Up Card.

Where can I top up my Utilita Energy Top-Up Card for my prepayment meter?

You can top up your Utilita Energy Top-Up Card or Top-Up eCard at any Payzone store or Post Office branch. There are over 24,000 Payzone stores and Post Office branches across the UK. Use our Store Locator to find your nearest Payzone retailer, or the Branch Finder to locate your nearest Post Office branch.

How do I top up my Utilita Energy prepayment meter?

There are four different ways you can top up your Utilita Energy prepayment meter: over the counter, online or in the app, over the phone or by SMS text message.

At a Payzone Store, PayPoint or Post Office branch

You can top up your Utilita Energy pay-as-you-go gas or electricity meter at any Payzone store, PayPoint store or Post Office branch. You will need your Top-Up Card or Top-Up eCard. You can also find a version of your Top-Up eCard on the My Utilita app. Simply get the assistant to scan the barcode on any of these to add credit to your card.

Online and in-app

To top up your Utilita Energy gas or electricity meter online, log in to your My Utilita online account and select the ‘Payments’ icon at the bottom of your dashboard. You can also top up your meter via the My Utilita app, which can be downloaded through the Apple App Store or Google Play Store.

On the phone

You can call the automated Utilita Energy Top-Up Line on 0345 2068 333. You’ll need your Top-Up Card number to hand (the 19-digit number on the front or back) and your payment card details.

Top up through SMS

If you’ve registered your account details in your My Utilita account – including your Top-Up Card number, mobile phone number and payment card – you can top up by text message.

Text ‘Pay’ followed by your Top-Up Card number, the amount you would like to top up and your three-digit payment card security code (CCV) to 01803 500 051.  For example, a £10 top-up message would read: ‘Pay [19-digit top-up code] 10 [CVV code].

How do I top up my Utilita Energy meter without a Top-Up Card?

If you don’t have your Utilita Energy Top-Card, you can still top up online, in-app, on the phone or via SMS. Alternatively, you can access a replacement eCard on Utilita's website or in your My Utilita app, which you can use to top up at a Payzone store, Paypoint or Post Office branch.

Why is my Utilita Energy Top-Up Card not working?

If your Utilita Energy Top-Up Card is not working, there could be a problem with your meter, your credit or the card or key itself. First, check you have enough credit on your meter. Then try cleaning the card. If it’s still not working, check your meter for error messages. If there are no error messages, you may need to replace your card.

You can request a new card to be posted to you and arrange sending back your faulty one using this form. In the meantime, you can still top up using one of the methods in this article, including generating an eCard.

What can I do if I’ve lost my Utilita Energy Top-Up card?

If you have lost your Utilita Energy Top-Up Card, you should order a replacement. In the meantime, you can still top up using one of the methods above, including generating an eCard.

How much emergency credit is available on my Utilita Energy meter?

Your Utilita Energy prepayment meter has £15 emergency credit, which becomes available when you have less than £1 left. When emergency credit is available, you’ll see it displayed on your ‘Home’ screen in your My Utilita account.

How do I put emergency credit on my Utilita Energy meter?

To activate your emergency credit, accept the notification on your in-home display or activate it manually on your meter. Utilita's website has specific guides for adding emergency credit to different types of Utilita Energy meters.

What is the minimum amount you can put on a Utilita Energy Top-Up Card?

The minimum and maximum amounts you can put on your Utilita Energy Top-Up Card depend on what method you use:

App or online: minimum £2, maximum £500

Phone: minimum £2, maximum £175

SMS: minimum £10, maximum £50

PayZone: minimum £5, maximum £99

PayPoint: minimum £5, maximum £45

Additional questions

How do I let Utilita Energy know I’m changing address?

You can let Utilita Energy know you’re moving home in three ways: 

Online: To let Utilita Energy know you’re changing address online, go to their Moving In page, if you’re moving into a house they supply. If you’re already a customer, you should visit their Moving Out page.

By phone: To let Utilita Energy know you’re changing address by phone, call 03452 072 000. Lines are open Monday to Friday 8am to 8pm, and Saturday 8am to 5pm.

Live Chat: You can also let Utilita Energy know you’re changing address via the Live Chat function on their website, which is available 24/7.

How do I contact Utilita Energy by phone?

You can contact Utilita Energy by phone on 03303 337 442, which is the general customer enquiry number. Customer support is available Monday to Friday 8am to 8pm, and Saturday, 8am to 5pm.

How do I contact Utilita Energy by email?

To contact Utilita Energy by email, send an email to customerservices@utilita.co.uk

How do I contact Utilita Energy out of hours?

You can contact Utilita Energy out of hours in several ways. However, for gas emergencies, you should call the National Gas Emergency Helpline on 0800 111 999. For electrical emergencies, you should call 105. If you’ve lost supply, you can call Utilita Energy’s Emergency Line every day from 8am to 10pm on 03452 068 999. For customer support enquiries, the fastest way to reach them is via the Live Chat function on their website.

Who qualifies for the Utilita Energy Warm Home Discount?

There are two ways you can qualify for the Warm Home Discount scheme.

If you are a pensioner who receives the Guarantee Credit element of Pension Credit you should be eligible for the Warm Home Discount. 

You may also be eligible if you are on income-related Employment and Support Allowance, income-based Jobseeker’s Allowance, Income Support, Universal Credit, Housing Benefit, Child Tax Credits and Working Tax Credits, or Pension Credit Savings Credit.

Find out more about the Warm Home Discount for Utilita Energy customers.