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We understand that you may have some questions about your iPhone app. To give you a helping hand we’ve put together a list of a few of the most frequently asked questions we think you may find useful.
If we haven’t answered your question here you can contact us and we’ll do all we can to help you.
Your account number is the 10-digit number that can be found at the top of your bill.
The details you entered didn't match up with the details we hold for you. Please check that the details you entered match the details on your most recent bill and try again. If the details on your bill aren't correct then please contact us.
No, a mobile number is optional.
If this happens then it’s because the mobile number has been registered before. Please contact us to resolve this.
“Push Notifications” are message alerts you can receive from us on your iPhone. For example, when we want to alert you to a payment that’s due, we’ll send you a notification.
If you don’t turn notifications on, we won’t be able to send these messages. You’ll have to actively keep checking the app for updates.
You need to register at least one account on the app. You can add other accounts later through the ‘My Account’ area. The app currently supports electricity, gas and talk accounts.
You can change your email address, mobile telephone number and access code from the ‘My account’ section of the app.
If you opt in for an online account you can access and update your accounts at any time, from anywhere through our website. You may even qualify for a discount on your fuel bills.
Learn more about the benefits of an online account.
When you opt in for an online account you’ll receive an automated email asking you to verify your email address. Click on the link in the email and follow the instructions to setup your account.
At the moment your address can’t be changed via the app. If you’ve moved home, please contact us to tell us about it so we can update your new address details on our system. Then you can delete the app from your device and re-install it using your new address.
You can get a new access code emailed to you. Click ‘email my access code’ in the app and we’ll send it to the email address you gave when you registered the app.
Contact us and we’ll change your email address on your account and send your access code to you.
Yes, you can make a payment using your debit card at any time. Keeping your details secure is important to us, so they are kept safe using strong encryption.
No, you can only register one payment card at a time in the app. But you can change the card at any time.
Only debit cards are accepted: Visa, Mastercard, Maestro and Solo.
If you see the message, ‘awaiting confirmation’, it means the payment hasn't been approved yet. Once submitted it’ll be approved within a few days and will show in the ‘Payment history’ page in the app.
The minimum amount you can pay via the app is £5 and the maximum is £5,000. If you pay more than is due on your account, we’ll carry your credit forwards.
Making a payment via the app does not replace the way you are billed. Whether you receive your bills by post or email you'll continue get them as normal.
We’ll send a ‘payment due’ alert to your device. You can then use the app to make a payment.
You can do it via the ‘My account’ section of the app. The new card details you enter will be updated automatically.
The app will only record and display payments made via the app. If you're registered for eServices you'll be able to log in to your account and view all your payments history, including payments made through the app.
There is no limit to the amount of meter readings you can give.
The app will send us your meter reading and we’ll put it on your account. If you give a reading through the app within seven days of receiving the ‘payment due’ alert, your bill will be updated and you’ll get an amended ‘payment due’ amount within four working days. If you give a reading any other time we’ll add it to your account as information only.
The app will only record and display meter readings submitted through the app.
The app will only display payments submitted through the app.
If you give us a current meter reading through the app within seven days of receiving the ‘payment due’ alert, your bill will be updated and you’ll get an amended ‘payment due’ amount within four working days.
You can run the app on all versions of iPhone, iPad and iPod Touch. Register an account and set up an access code on one device. Then you can use the same details when you install the app on any other device.
Don't worry just download the app again. You'll be able to use the same access code to get into your account on the replacement device.
There is badge next to the app store icon on your iPhone. Click that and you’ll see a list of all available app updates.
If you delete the app from your phone, nothing will happen to your account. If you want to download the app again then you’ll need to re-register.
Manage your account online 24/7.
If you'd like to contact us you can send us an email or give us a call
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Atlantic is a trading name of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502 (Supply of Electricity, Home Phone, Broadband and Feed in Tariffs);
Southern Electric Gas Limited Registered in England & Wales No. 02716495 (Supply of Gas);
SSE Water Limited Registered in England & Wales No. 06021063 (Supply of Water);
SSE Home Services Limited Registered in Scotland No. SC292102 (Heating & Wiring, Shield Care & Servicing, Heating & Electrical Installations & Eco);
SSE Energy Solutions Limited Registered in Scotland No. SC386054(Energy Efficiency Installations & Insulation Products);
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The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
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