What our customers ask us

Helping you get the most from our App.

Would you like a bit more help to use our Smartphone App? Here are some of the things our customers ask us most often...


General questions

Where can I get the E.ON App?

If you've got an iPhone you can download it from the iTunes App Store. If you're using a smartphone, you can get it from Google Play. Either way, it's free to download and it should be straightforward.
Download from the Google play store Download from the App Store

Or, if your phone can read Quick Response (QR) codes, you can link straight to our app using the codes below:

iPhone QR
Android QR


Do I get charged for using it?

The app itself is free, including the videos you can watch on it, but your phone company may charge you for the data you use. It's best to check with them if you're not sure what you pay for using the internet.

Do I need my account details to use it?

If you've already got an online account, you can log in to the app using the same login details. If you haven't, you'll need your E.ON account number and postcode. You'll find your account number on any bill or letter we've sent you, or on your contract if you're a new customer. You can set-up an online account if you'd like one, using the app. Once you've got an online account, you'll be able to do more things with the app, like taking a look at your latest bill.

I can't log in to the app

If you've got an online account and you can't log in to it on your phone, it may be because your password doesn't include a number. We're asking everyone who's got an online account to make sure there's a number in their password, to make it more secure.

You can change your password by going to the 'Your Account' section and choosing 'Change Your Details'. Once you've done this, you should be able to log in to the app. If your password already has a number and you can't log in, you may be using the wrong login details.

If you're new to E.ON, you'll need to send us your meter reading before you can log in to your account.

If you no longer have access to your registered email address, please use our 'help me login' process to reset your login details. If you can't remember your password, please visit our forgotten password page.

Once I'm logged in, what can I use the app for?

You'll be able to save your details, so you won't need to log in every time you use the app. You can make a payment, give us a meter reading and get an up-to-date account balance, for a snapshot of how much you've spent on energy since your last bill. We're sorry, but if you've got a prepayment meter, you may not be able to give us meter readings using the app. If you've got smart meters, they'll send us your meter readings automatically.

You can also get hints and tips on how to save energy and money, and help with how to read your meter or understand your bill. You'll also be able to watch videos to keep up-to-date with our new products and services.

If you've got an online account, you can use the app to take a look at your latest bill and use the Energy Tracker to see how much energy you've used over the year. This will help you to compare the energy you use from week-to-week or month-to-month.

If you've forgotten your login details, you can ask us for help through the app. Or, you can use it to set up an online account, if you don't have one already. We're sorry, but not all our customers can set up an online account at the moment - including Energy Protect customers - or business customers with over 20 sites. We're hoping to change this soon.

You'll need to have an active network connection to see your account information or send us a meter reading. Or, if you're using an iPod Touch, you'll need to be connected to a Wi-Fi network.

What if I lose my phone?

If you stay logged in to the app or you've saved your details and your phone is lost or stolen, someone else could get hold of your account information and use the app as if they were you. So, it's best to protect your phone by using a PIN or password. If you let someone else use your phone, it may be best to remove the app to keep your account information safe. If you've saved your details in your phone and you want to remove them, you can 'Log out' or 'Remove saved details' in the 'More' section of the app. It’s up to you to keep your account information safe so it's worth using a PIN or password to stop other people from using your phone. 

I've sent my meter readings to you using the app, what now?

If you're due to get a bill, we'll use the readings you've given us, rather than estimating your bill or sending round a meter reader. If it's too late to use your readings for this bill, we'll save them for the next one. If you've got an online account, you can ask us to send you a reminder each time, so you'll know when to send us your readings.

How often can I send my meter readings?

You can send up to 12 readings every three months but one reading will be fine. If you've got an online account, you can ask us to send you reminders, so you'll know when to send us your readings. 

How do I read my meter?

When you're using the app, you can press the new torch icon when you’re reading your meters in low light. This will activate your smartphones built in flash light, helping you to read your meter.

You'll find lots of help on how to read your meter from our metering help and support section.

Who do I talk to if I've got a question about my account?

If you view your account on our App and have any questions you can view some FAQs on your phone, or if you have further questions you can view our extensive FAQs online.

If you don’t find the answer you need you can also contact us by phone or email and we’ll be happy to help.

Why is the Energy Tracker info on my phone different to my online account?

Your phone shows the energy you've used over the last 12 months, so from June to June or December to December. Your online account compares the energy you've used over three months, with the same period the year before. For instance, January-April 2012 compared to January-April 2011. We made the app a bit different because we thought it might be more helpful for customers to see what they've used over a year.

Why does it seem slow?

You may find the app seems slow, compared to other apps on your phone. That's because it 'talks' to our computer system, to give you the information you've asked for, such as your account balance, which sometimes takes a few seconds.


On your Apple device

How do I install the E.ON app?

To install it on your iPhone, iPod Touch or iPad from the App Store:

• search for the E.ON app
• once you've found it, choose the 'Free' option on the right hand side and then 'Install'
• when you sign into your account, the app will start to install.

To install from iTunes:

• type E.ON into the search box or look in 'Utilities'
• choose the 'Free' option and then log in to your account to install it on your computer
• connect your iPhone, iPod Touch or iPad to your computer (you'll find it under 'Devices')
• click the 'Apps' option, then 'Sync apps' and choose the E.ON app.
• click apply.

If you have iOS v4.3 or later you'll be able to drag our app to your home screen, if you prefer it there. If you have a 3G or Wi-Fi connection you should also be able to get apps directly from your iPhone, iPod Touch or iPad, but check the instructions it came with to find out more.

Will it run on my iPhone 3G?

Yes, our app should work fine on any iPhone 3G running iPhone iOS v4.3 or later. 

Will it run on the original (first generation) iPhone?

As long as it's got iOS v4.3 or later installed on it, our app should work fine on the original (first generation) iPhone. 

Will it run on my iPod Touch?

Our app should run fine on any iPod Touch, as long as it's got iPhone OS v4.3 or later on it.

Remember, you'll need to be online to see your account information or send us a meter reading. 

How do I update the app?

From time to time, we may update our app to keep improving it. Your iPhone or iPod Touch should tell you about any updates that are available, or you can find and download any updates on iTunes or on the App Store on your iPhone or iPod Touch. 

Who should I talk to if I have problems downloading the app?

It's best to look at the instructions that came with your iPhone, iPod Touch or iPad to get some help. 

Who should I talk to if I have problems once it's downloaded?

If the app's stopped working or it's not working properly, it might be worth checking to see if there are any updates available. (You can find and download any updates on iTunes, on your computer, or on the App Store on your iPhone or iPad Touch). If there are no updates available, you could try taking the app off your iPhone, iPod Touch or iPad and re-installing it. 

To remove it, hold your finger on the application icon on your iPhone, iPod Touch or iPad until your app icons start to wiggle. Click the 'x' in the corner of our app icon and choose 'Delete'. Press 'home' to save what you've done. Then, follow the steps for installing the app and hopefully it should work again. If it doesn't, contact us and we'll do our best to get it sorted for you. 


On your Android device

Will the app run on my Android phone?

Our app should work fine on any Android phone with Android software v2.1 or later.

How do I install it?

Go to the apps menu and choose Google Play, then click the search icon and type in E.ON. Click on the E.ON Energy title and you’ll go to the next screen, which will tell you more about the app. To install, click the ‘install’ button, which brings up the Terms and Conditions. To download client ‘Accept and download’.

To install on your computer:
Sign into Google Play and search for E.ON. Select the E.ON Energy app and you’ll go to a screen with more information about the app. To install, click the ‘install’ button and select the device you want to download to, then click the install button at the bottom of the window.

How do I update it?

Any updates to our app should show up in 'Notifications' at the top of your phone screen. If you choose the E.ON app icon, it'll take you straight to the E.ON app download page and you'll be able to download the update from there.

Who should I talk to if I have problems downloading the app?

If you get a 'download unsuccessful' message when you download our app, you could try restarting your phone, before having another go at downloading it. If it's still not working, check you're online. If you're not, it's best to get in touch with your mobile phone company. Once you're online, you may have to wait for around 10 minutes and then try downloading the app again.

Who should I talk to if I have problems once it's downloaded?

If it's not working at all, you could try taking it off your phone and reinstalling it. If that doesn't fix the problem or you're having trouble signing in, contact us and we'll look into the problem for you.