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E.ON Click FAQs

E.ON Click

Here are some of the most frequently asked questions for customers on our Click & Save tariff. As an online only service, this tariff gives customers a different experience to other E.ON customers.

If you aren’t an E.ON Click customer you can get help and support here.

As I have an online only service, how do I get in touch?

What can I do online?

You can use your online account to view your bills, give us meter readings, raise a query or change your online account password. For anything else you will need to submit an online form or request a call back. You can find the form within your account page under the contact us menu.

How do I get in touch?

As you’re on E.ON Click you can contact us through your online account. You can use the online form or request a call back by providing your phone number. We’ll aim to get back to you within 24 hours if you filled in a form or 2 hours if you requested a call back.

To contact us through your online account:

  1. Log in to your account
  2. In your account click on “Contact us”
  3. Select the form subject
  4. Enter your query
  5. Click submit

How do I make a complaint?

If you want to make a complaint you need to log in to your online account and use the form provided. Make sure to select the complaints option from the form dropdown.

Alternatively, you can write to us at: E.ON, PO Box 10695, Trinity House, 2 Burton Street, Nottingham, NG19LQ

Can I call you?

We don’t offer an inbound call service as part of E.ON Click, however you can use our online form or arrange for one of the team to call you back.

Help me log in

How can I log into my online account?

You can log into your E.ON Click account using your email address and password.

What if I've forgotten my password?

You can reset your password on the log in page. We’ll send you an email containing a link to change your password.

How do I change my email address?

If you're on our Click & Save tariff and have forgotten your email address or you can’t access it, then you can change this through our online form. We’ll send you a link to start the reset of your email address.

If you aren’t an E.ON Click customer then you can reset your ID here.

I've entered the wrong email address, how do I change it?

If you're on our Click & Save tariff and entered the wrong email address when you were setting up your account then you’ll need to change this using our online form. We’ll send you a link to reset your email address.

If you aren’t an E.ON Click customer then you can reset your ID here.

Signing up and switching from your current supplier

What do I do if I've not received my confirmation email?

If you haven’t received an email confirming your change of supplier then you’ll need to get in touch with us. You can either do this through our online form or you can request a call back from one of the team.

Why have I received a confirmation email?

We’ve sent you this email as we’re in the process of switching your supply over to us.

Can I get a paper copy of the confirmation?

As an E.ON Click customer you’ll receive your information via email. If you want a paper copy you’ll need to print out the confirmation email.

What do I do if I've not received my welcome pack?

If you haven’t received your welcome pack then you’ll need to get in touch. You can either do this by logging into your online account and submitting a form or you can request a call back from one of the team.

Why have I received a welcome pack?

As part of your joining process with us you’ll receive a welcome pack containing useful information regarding your tariff, account and how we’ll manage your switch to us.

Can I get a paper copy of the welcome pack?

As an E.ON Click customer you’ll receive your information via email. If you want a paper copy you’ll need to print out the welcome pack.

I don't agree with something in the welcome pack, what should I do?

If you’d like to query something in the welcome pack then you’ll need to get in touch. You can either do this by logging into your online account and submitting a form or you can request a call back from one of the team.

What do I need to do as part of the switch?

During your switch you’ll need to give a meter reading when we ask for it and verify your email address. We’ll take care of the rest.

Do I need to tell my current supplier?

No, we’ll handle this for you. If there are any problems we’ll let you know.

Why has my previous supplier objected to my switch?

This could be because you have an outstanding balance on your account with them. Get in touch with your previous supplier to find out why they’ve objected to the switch.

Meter readings

When do I need to give opening meter readings?

We’ll ask you for your opening meter readings as part of the process to join us. If we don’t get your meter readings we’ll estimate them.

How often should I provide meter readings?

The more often that you provide a reading the better we can forecast your energy use and make your Direct Debit as accurate as possible. We recommend you give us your readings each month for all the fuels you have with us.

Where is my meter?

If you aren’t sure where your meters are then we recommend asking your landlord or a neighbour. Electricity meters are often found under the stairs whilst gas meters are under the sink or outside. If you can’t find your meter then we can estimate your energy use based on historical data.

Direct Debit payments

When will my first Direct Debit come out?

You can find more information about your Direct Debit payments in your welcome pack and your Direct Debit confirmation letter.

Why are there 2 payments in the first month?

You may see 2 payments in the first month you join us because you will have your final payment to your old supplier and your first payment to us.

Can I change my Direct Debit date?

You can change your Direct debit by logging into your online account and submitting a form or you can request a call back from one of the team. If your next payment is within 10 days, then the change will take effect after it.

Can I change my Direct Debit amount?

There are several reasons why you may want to change your Direct Debit, including someone moving out or new appliances being installed. You can change your Direct debit by logging into your online account and submitting a form or you can request a call back from one of the team. If your next payment is within 10 days, then the change will take effect after it.

Can I change my bank details?

You can change your Direct debit by logging into your online account and submitting a form or you can request a call back from one of the team. If your next payment is within 10 days, then the change will take effect after it.

What if I've missed a payment?

If you’ve missed a payment then you can either make a one-off payment or update your Direct Debit amount.

Where can I see my payments?

You can see your payments on your bank statement, bill and in your online account.

Bills

When will my first bill come?

We’ll send you your first bill approximately 3 months after you’ve joined us. Make sure to provide a meter reading so that we can give you an accurate bill. You can find the date you joined us in your welcome pack.

Where do I view my bill?

You can view your current bill as well as your previous bills on your online account.

How can I get help with my bill?

If you need help understanding your bill or have a query with it, you can contact us via our online form or by requesting a call back.

Change personal details

How do I change my password?

To change your password you need to log in, go to your account settings and select the change password option.

How do I change my email address?

To change your email address you need to use our online form and select the general enquiries option. Enter your new email address in the free text box and we’ll update it for you.

How do I change my marketing preferences?

To change your marketing preferences you need to use our online form and select the general enquiries option. Enter what you want to change in the free text box and we’ll update it for you.

How do I change my contact number?

To change your phone number you need to use our online form and select the general enquiries option. Enter your new phone number in the free text box and we’ll update it for you.

How do I change my name?

To change your name you need to use our online form and select the general enquiries option. Enter your new name in the free text box and we’ll update it for you. If the name change is due to getting married then please provide us with your marriage certificate number.

Moving

How do I tell you I'm moving?

To let us know you’re moving you need to fill out our online form. We’ll need the details of when and where you are going to.

App

Can I use the E.ON app?

E.ON Click customers can’t yet use the E.ON app.

Smart

How can I get a smart meter?

We don’t currently offer smart meters to E.ON Click customers, however we’ll let you know as soon as they’re available.

About E.ON Click

About us

The new Click & Save Tariff launched in 2018 and will offer our customers an even better way of interacting with us digitally. We realise the way customers interact with businesses has changed. Smooth, quick, reliable, digital experiences are demanded and although we have these already we want to make interacting with E.ON even easier and better for our customers.

Why is this different to what I've seen before?

The new online only tariff gives customers a much improved digital experience with new slicker, simpler customer journeys helping to give an overall improved customer experience. The E.ON Click & Save tariff will also be our cheapest available tariff.

Can I expect more functions?

April 2018 sees the launch of our new tariff, but this is only the start of a journey that will help us give our customers an even better service going forward. Throughout 2018 and 2019 we will be making further customer service improvements to our Click & Save service that will bring extra customer benefits. As always, customers will be at the heart of our thinking as we use your feedback to add additional functionality.