PowerUp FAQs

Getting Started

  1. Downloading the App
  2. Logging In
  3. Supported Meters
  4. Can I still apply for a Warm Home Discount?

Sign up Process

  1. Existing Customers

Meter Readings & Usage

  1. Entering Meter Readings
  2. How often should you enter meter readings
  3. Forecasting Usage
  4. Winter Usage
  5. When do you get a bill

Buying Packages

  1. How PowerUp works
  2. DayPay Explained
  3. Packages Explained
  4. How is your package price calculated?
  5. Unit Prices
  6. Running out of energy
  7. Using More/Less Energy Than Forecasted
  8. Credit or Debit cards

Moving home or leaving ScottishPower

  1. Moving Home
  2. Leaving PowerUp

Technical issues

  1. Lost or Damaged Phone
  2. Login Issues
  3. Contact Us

Getting Started

1. Downloading the App

PowerUp is only available on Android & iPhone, to get started simply download the PowerUp app from the app store on your mobile device.

Minimum requirements:

Android version 6.0 and above.
IOS version 4.0.3 and above.

If your smart phone meets the minimum requirements above and you are still having issues contact us at powerupfeedback@scottishpower.com

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2. Logging In

To login you will need to be on the PowerUp tariff with ScottishPower and a registered online account.

If you are a new user please register first here.

If you have issues logging in please check you have entered your email address correctly and that it is the same email address you used when you signed up for PowerUp.

If you have forgotten your password then you can request a password reset either via the PowerUp app or via your ScottishPower online account.

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3. Supported Meters

PowerUp is designed to work with traditional credit meters. Currently it does not support Prepayment or full SMART meter functionality, however this will be available in the near future.

You can still get PowerUp if you have a SMART meter. However, the full functionality does not work yet, so for now, you should continue to update your meter readings on the PowerUp app. This functionality will be up and running in the near future.

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4. Can I still apply for a Warm Home Discount?

You can find out more information about the Warm Home Discount rebate on the ScottishPower website here. If you are eligible for the rebate then this will be credited to your Electricity PowerUp Wallet and you'll be able to use this to purchase your electricity packages.

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Sign up Process

1. Existing Customers

Switching to PowerUp from an existing ScottishPower tariff is easy.

If you've moved from another ScottishPower tariff, we will close your current account and you will have paid any outstanding balance or received a refund. PowerUp requires a new account number to be set up as it's a different way of purchasing your energy. If you leave PowerUp for another ScottishPower tariff, you will get another account number as you are no longer paying by PowerUp.

Once you are on PowerUp you can still access the bills, usage and messages for your previous account via the YourEnergy app with your current ScottishPower login details.

If you have one of our connected home devices then this will still be accessible via the YourEnergy app as well. However to access your PowerUp account you will need to use the PowerUp app.

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Meter Readings & Usage

1. Entering Meter Readings

Meter readings for PowerUp should be entered through your PowerUp app. You won't be able to enter your meter reads for your PowerUp account via the YourEnergy app or your ScottishPower online account. This allows us to refine our forecasts and to better keep you on track to ensure you are only paying for what you are going to use.

If you experience issues entering your reads via the PowerUp app then you can still provide your reads via phone. Please call us on 0800 074 1981 to speak to an agent, or email us at powerupfeedback@scottishpower.com.

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2. How often should you enter meter readings

We require you to update your reads at least once every 28 days to get the most accurate price for your next package and to ensure you are on track, although you can always enter these on a more regular basis to see your latest usage.

We use your meter readings to forecast your usage based on what we estimate you have used since your last meter reading.

If a reading hasn't been entered in the previous 28 days you will be required to update your reads before you can PowerUp.

If you don't update your reads then you will get an estimated bill after 90 days.

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3. Forecasting Usage

On PowerUp you are buying a set amount of kilowatt hours. The number of kilowatt hours of gas or electricity bought for each PowerUp Package is based on the energy we forecast you will use over that period, taking into account your previous energy usage and seasonality. This helps you to better understand what you may use over the coming months, and also allows us to forecast what the readings may be on your energy meter to help make updating your readings easier. The more you update your readings, the more accurate your forecasted usage will become.

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4. Winter Usage

On PowerUp we use seasonal weather data and any previous usage we have for you to forecast the energy you are going to use in kWh, and translate this into days of energy. You may pay more in the winter months as you may use more energy due to colder weather and less daylight hours.

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5. When do you get a bill

You will receive a bill every time you update your meter readings. You will still receive a bill every 90 days if you do not update your readings. Any energy you have used that you haven't paid for on this date will be billed and payment taken 21 days later from your registered bank details. If you PowerUp within 14 days of your bill then you will get this energy at the cheaper unit rate of your next package and we will cancel this pending payment. Otherwise you will get charged at PowerUp Variable.

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Buying Packages

1. How PowerUp works

On PowerUp you are buying a set amount of kilowatt hours and this is then translated into days of energy. The number of kilowatt hours of gas or electricity bought for each PowerUp Package is based on our forecast of the energy you will use over that period, taking into account your previous energy usage and seasonality.

You can buy days of energy using DayPay or as longer term Packages. Whether buying days or packages, you pay for the energy you are going to use in advance.

When you purchase a package the total cost that comes out of your bank account is inclusive of VAT and contains all charges for your energy. This cost will be displayed on the Payment summary screen before you submit your payment.

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2. DayPay Explained

With DayPay you can buy between 1 and 29 days. We use your previous energy usage and seasonality to forecast how much energy we estimate you will consume for each day.

Depending on how many days you are buying you should consider buying a package as it may be cheaper for you.

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3. Packages Explained

Packages allow you to purchase energy for a longer period in advance than DayPay. Packages available:

1 Month = 30 days of energy
3 Month = 90 days of energy
6 Month = 180 days of energy

All packages are based on your forecasted kWh consumption translated into days.

You can purchase a maximum of two packages in total. For example, if you've purchased a 1 month package, you can purchase another 3 month package which will start when your 1 month package is used up.

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4. How is your package price calculated?

The price of your package is specific to your forecasted usage. All prices we present to you include VAT at 5% for illustrative purposes only. The total package price that is shown to you on the payment summary screen is calculated by taking the total kWh we forecast you will use in that period multiplied by the unit rate of that package (excluding VAT at the current relevant rate), VAT is then added to the total energy charges to calculate the total package amount.

We will also regularly change the prices of our packages so if you PowerUp once per month, the price of your package will be based on your seasonal forecasted usage and the current unit price.

We calculate your savings based on what you could spend in that period on one of our PowerUp Packages against the PowerUp Variable rate. Savings will vary depending on what PowerUp package(s) you buy.

A kWh is a unit measurement for energy, equivalent to the power of one kilowatt operating for one hour. A bill from your current supplier will show your usage in kWh. One kWh is approximately the equivalent of turning on a 100W bulb for 10 hours.

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5. Unit Prices

Both PowerUp Variable and PowerUp Packages have a zero standing charge and one unit rate.
With PowerUp you are buying your energy in advance at a fixed unit rate, so if the PowerUp Variable changes then the unit rates of the active PowerUp packages you have already bought won't change. You can buy a total of two active packages for each fuel you have on PowerUp so if you want to take advantage of lower unit rates, you can always buy another package.

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6. Running out of energy

Don't worry, we'll prompt you via the app if you are about to run out of energy.

If you don't PowerUp you will start to use more energy than you?ve bought. You?ll be able to pay for any energy you have used since your last package ended if you buy your next package within 14 days, and this extra energy will be charged at the unit rate of your next package. After 14 days if you have not bought a package, the extra energy you have used will be charged at the PowerUp Variable rate.

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7. Using More/Less Energy Than Forecasted

When you update your readings, if the amount of energy you use is less or more than we have forecasted then we will update the amount of energy you have left on your home screen. Each day you buy is a set amount of kwh according to the amount of energy we forecast you will use. Using more energy in kwh than we have forecasted will result in your energy running out earlier than forecasted, using less energy in kwh will result in your energy lasting longer.

The more you update your readings, the more accurate your forecasted usage will become.

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8. Credit or Debit cards

You can use any Visa or Mastercard credit or debit card. We don't accept AMEX.

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Moving home or leaving ScottishPower

1. Moving Home

If you are moving home you will need to finalise your PowerUp balance at your current property. Any energy you have bought but not used will be refunded to your bank account. Once you're in your new home, you can sign up to PowerUp as long as you're new property is supplied by ScottishPower and you have an eligible meter type. For more information, call 0800 074 1981.

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2. Leaving PowerUp

We hope you like PowerUp, but you are free to change to another tariff at any time and no exit fees apply. If you want to move to another ScottishPower tariff, simply call us on 0800 074 1981 and we can move you to the best tariff for you. If you have already bought a package and not yet used up all the energy, don't worry, any unused energy will be credited to your account and can be used on your new tariff.

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Technical issues

1. Lost or Damaged Phone

Don't worry if your device gets damaged or lost, we will not turn your energy off. Remember you can PowerUp on any Android or iOS device. When you get a replacement device you will be able to download PowerUp via the app store. If you can't access the app, you won't be able to purchase PowerUp packages. At the moment, you can only use PowerUp to manage the energy in your own home.

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2. Login Issues

Please check you have entered your email address correctly and that it is the same email address you used when you signed up for PowerUp. If you have forgotten your password then you can request a password reset either via the PowerUp app or via your ScottishPower online account.

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3. Contact Us

You can contact us by phone on 0800 074 1981 or email us at Powerupfeedback@scottishpower.com

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PowerUp Help

For help and advice please see our Customer Service section.

Support Centre