• iphone app faqs

  • 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.

  • Registration

    I've tried registering my account but get a message to say my account number is not valid.

    Your account number is the 10-digit number that can be found at the top of your bill.

    I’ve registered my details but when I go back into the app I get a message saying my registration was not successful and that I should try again?

    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.

    Do I have to register a mobile number?

    No, a mobile number is optional.

    I get a message saying that my mobile number has already been registered?

    If this happens then it’s because the mobile number has been registered before. Please contact us to resolve this.

  • Settings

    When I ran the app for the first time, I got asked if wanted to enable “Push Notifications”. What are these?

    “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.

  • Your account

    Do I have to register all my accounts on the app?

    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.

    Can I change my email address?

    You can change your email address, mobile telephone number and access code from the ‘My account’ section of the app. 

    Why should I opt in for an online account?

    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. 

    What happens when I opt in for 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.

    Why can’t I update my address?

    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.

  • Access code

    I’ve forgotten my access code, what should I do?

    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.

    I no longer have access to the email address I registered and need my access code emailed to me. What should I do?

    Contact us and we’ll change your email address on your account and send your access code to you.

  • Payments

    Can I pay my bills securely using the app?

    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.

    Can I use more than one card for payment?

    No, you can only register one payment card at a time in the app. But you can change the card at any time.

    What payment cards are accepted?

    Only debit cards are accepted: Visa, Mastercard, Maestro and Solo.

    I’ve made a payment and I’m waiting for it to be confirmed. How long does it take?

    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.

    I want to make a payment that’s less than £5 but the app won’t let me. What should I do?

    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.

    If I make a payment via the app, will I still be sent a bill ?

    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.

    I don't pay by Direct Debit. Will the app tell me when I need to make a payment?

    We’ll send a ‘payment due’ alert to your device. You can then use the app to make a payment.

    The card I’ve registered has expired, how can I update that?

    You can do it via the ‘My account’ section of the app. The new card details you enter will be updated automatically.

    Why doesn’t the app show all my payments?

    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.

  • Readings

    How many meter readings can I give?

    There is no limit to the amount of meter readings you can give.

    What happens after I give a meter reading?

    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.

    Why does the app not display any of my past meter readings, or any readings I provided by another method?

    The app will only record and display meter readings submitted through the app.

  • Billing

    Why does the app not show all my payments?

    The app will only display payments submitted through the app.

    I’ve just received my “payment due” amount but this was based on estimated bill, what can I do?

    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.

  • Device

    Can I install the app on both my iPhone and iPad? Will I be able to access my account on both?

    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.

    I’ve lost the device with the app on it, what should I do?

    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.

  • App

    How will I know when there is a new version of the app?

    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.

    What happens if I delete the app from my iPhone?

    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.

  • Register for an online account

    Rh eServices

    Manage your account online 24/7.

    Register today 

  • Get in touch

    Rh Contact us

    You can contact us on LiveChat, send us an email or give us a call.

    Contact us now