Frequently Asked Questions

Yes – just upload the switch as normal and, once you have done so, go to ‘My Switchovers’, click on the “Create New Case” button and give us the details of the type of meter at the property – such as standard Electric Ireland card or prepaid meter, or Prepay Power or Pinergy meter.

If this happens, we will try to resolve it with the relevant supplier. Just let us know by clicking ‘My Switchovers’ on your portal, then click on the “Create New Case” button and provide the necessary details. If you can provide a photo of the meter reading you took, that will help us to resolve the problem quickly.

Just upload the property switch in your portal as normal but let us know that the property has received a notice of disconnection: go to your portal, click ‘My Switchovers’, then click on the “Create New Case” button and provide the necessary details. We will then make the reconnection a priority and contact the suppliers directly.

We can put the account into the new tenant’s name (or the landlord’s) and organise for a technician to visit and reconnect the electricity or gas. Note that ESB and Gas Networks Ireland require someone to be on site to access the property for all reconnections.

Accounts can be backdated if the switch is with the same supplier. To ask for a backdated account, log in to your portal, click “Support”, then click on the “Create New Case” button and provide the necessary details. Or email the Support Team and ask for the account to be backdated.

If your switch has been uploaded successfully, you will get a confirmation email within 8 business hours of the upload. If the switch hasn’t gone through successfully, you’ll get an email explaining why it hasn’t. If you don’t get any email, contact Support: log in to your portal, click “Support”, then click on the “Create New Case” button and provide the necessary details.

Chances are, one of the mandatory fields hasn’t been completed – all fields marked with an asterisk (*) are mandatory. If that’s not it, check that there are no spaces in the telephone number fields. If that still doesn’t resolve it, get the Support Team on the case: just log in to your portal, click “Support”, then click on the “Create New Case” button and provide the necessary details.

The easiest and quickest way is through your portal. Just log in to your portal, click “Support”, then click on the “Create New Case” button and provide the necessary details. We’ll resolve the issue as quickly as we can. You will also have a record of the case and be able to track its progress.

First try clearing the cookies on your internet browser – that usually does it. But if it doesn’t, just contact our Support Team here or call us on 01 969 6091 and we’ll sort it out.