Help & Support

Energy Online

Energy Online FAQs

I've forgotten my password

If you’ve forgotten your password, you can select the I've forgot my password function on the login page. Enter your Power NI Account Number, Username and then answer your security question and we will email you with a secure code which you will need to input. You will then be prompted to reset your...

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What are the compatibility requirements for Energy Online?

In order to get the best possible experience whilst using Energy Online please consider the following...

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What if I need to contact you about an issue or comment I have regarding Energy Online?

If you are experiencing difficulties whilst logged into Energy Online you can click on ‘Live Chat’ on the bottom right hand side of your screen to speak with one of our advisors. Alternatively, you can email or call us.

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How do I change the bank account my Direct Debit is taken from?

Please contact us on 03457 455 455 with your bank account number and sort code. Please do not send any bank details using email.

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How do I change the amount of a Direct Debit payment?

Please contact us on 03457 455 455 if you need to change your Monthly Direct Debit payment amount. Our customer care team will be able to review your account and recommend the best payment amount for you.

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What happens if I stop paying my Power NI account by Direct Debit?

As this service is currently only offered for Direct Debit customers you will not be able to manage your electricity account online.

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What if I wish to make an additional payment to clear the balance on my account?

As a Direct Debit customer and per the Direct Debit agreement we will debit your bank account as follows. If you pay by Monthly Direct Debit we will debit your account as per your precharged amount and if you pay by Quarterly Direct Debit we will debit your account as per your bill amount.

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I received my bill but it does not match what I submitted through Energy Online, why is this different?

When your meter reading window is open you can submit a meter read online. However, it is possible that when you tried to submit your meter read online we had already received one from NIE Networks.

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How do I submit a Meter Reading?

To submit a meter reading, login to your Energy Online account and select the ‘Submit Meter Read’ button from the ‘Account Summary’ page. You will get a notification to advise you if your meter reading window is open or closed. If your meter reading window is open, enter your current meter reading(s...

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