Help and information

Got a problem? Let us sort it out...

Are you stuck and need help? Don't worry! Our help section will get you on your way again.

If you're looking for information about our standards of service, code of practice or information about your energy supply, we'll show you where this is.

Help!

Our frequently asked questions (FAQs) are a quick and easy to get help.

Some of our most common FAQs are:

Online FAQ's

• How do I change my email address?
• When will I be able to see my bills online?
• I've forgotten my username, how can I find out what it is?
• I've forgotten my password, how can I choose a new one?
• I'm sure I'm entering all my details correctly, but I still cannot log in, what's wrong?
• Is your site secure? I don't want anyone to see my bill.
• What information is collected about me when I visit the site?

Customer service FAQ's

• How do paperless bills work?
• How do I submit a meter reading online?
• About Energy Tracker (Beta)
• I'd like to pay by Direct Debit. How do I set this up?
• I am moving home, who do I need to notify?
• Can I submit an opening meter read online?
• I have a query about my online payment, what should I do?
• How do I pay my bill?
• I am clicking on "view bill", but nothing's happening, what's wrong?
• View more FAQs

Still stuck?

Still Stuck? – If you’re still stuck, you can contact us by phone or by using the customer enquiry form. If you’re having problems with My npower, your username or password, please select the technical support category.