FAQ's

We've tried to condense some of the questions you've asked us over the years into our Frequently Asked Questions below.

If you can't find what you're looking for below or on our help page, then contact us.

My Solarplicity FAQ's

1. What do the three figures on the main dashboard mean?

Your previous statement amount refers to the closing balance on your last bill.

Your account balance is the outstanding amount that you owe us or we owe you. It is calculated by comparing the charges on your account to the amount you've paid.

Your overdue amount is debt that has not been paid by its due date. You can see when the deadlines for payments are by looking at the due date on your statement(s). Overdue debt must be paid immediately.

2. Why am I in debt / credit?

If you pay by fixed direct debit, it is expected that over 12 months your usage will match the amount you pay in your direct debits - although if you are on a seasonal direct debit then this period will only be 6 months.

Your payment amounts are fixed each month, but your usage will vary through the year. Typically, you should expect to be in debt during the winter and credit during the summer. This is so that the credit you build up in the summer months is used to pay for the increased amount of energy you will use during the winter. For customers on a seasonal direct debit, you should still expect to build up credit in the summer and debt in the winter, but the amounts will be less.

We set direct debit payment amounts so that they match your usage as closely as possible. For more information on direct debit amounts, see FAQ no. 5 in General FAQ's.

3. Why is my account balance £0.00?

Your account balance does not update in My Solarplicity until you have been issued with your first statement. If we have only recently taken your supply and haven't yet issued you with your first bill then don't panic - your balance will be updated as soon as we've issued you with your first statement. This is typically around 3 months after your start of supply date.

4. What are upcoming payments?

If you pay by fixed direct debit, these are the next few fixed payments you are due to make and the dates they will be made on.

Once you come to the end of your current payment arrangement, you will automatically rollover onto a new arrangement. Periodically, we also calculate whether your current payment arrangement is suitable based on your estimated usage in the coming year. If it is too high or too low, we will adjust your arrangement and notify you when we do so.

If you do not pay by direct debit, overdue statement amounts will be seen on this page.

5. What does it mean if my invoicing is suspended?

If your invoicing is suspended, then your account balance will not be up to date and you won't be issued with a bill for that supply until invoicing is resumed.

We generally suspend invoicing because of an account issue - such as a meter fault - which would lead to an incorrect bill if we were to run one. We normally notify the principal account holder in cases where we have suspended invoicing (and the reason for it). However, if your invoicing is suspended and you would like to know why, then feel free to contact us to discuss the issue on your account.

6. I have just uploaded a meter read through my My Solarplicity account - why can't I see it?

All meter reads must go through a validation process - this is set by industry bodies, and we do not bill you to reads until they have been approved by the industry.

In the interests of making the meter reads visible on your My Solarplicity account as relevant to what you are going to see on your bill as possible, we only show meter reads in our meter read tables once they have been through the validation process.

The validation process normally takes approximately five working days, so if you've just uploaded a reading then wait a few days and it should be added to your online account.

If you can see a failed reading in your consumption table then don't be concerned - the chances are that we're already working on it and will be in touch with you if we think it points to an issue. However, you can always help us by re-checking your meter, sending us a new reading or sending us a photo of your meter (see My Solarplicity FAQ no. 8 for more information on this).

7. What is the difference between an "actual" read and an "estimate"?

An actual read is a read that was taken by somebody physically looking at the meter. This could either be a meter reader or engineer who came out to your property, or a customer read submitted by yourself.

An estimated read is a value assigned as a read that is predicted to be close to the correct meter read for the given date. It is calculated from analysis of your previous usage.

Generally, we use estimated reads in the absence of actual reads. While we strive to make our estimated readings as reliable and accurate as possible, ultimately the only way to make sure that we are billing you completely correctly is to provide us with regular, actual meter readings - we suggest you do this every 3 months.

8. Why did my meter read "fail"?

All meter reads must go through a validation process - this is set by industry bodies, and we do not bill you to reads until they have been approved by the industry.

If the industry deems that your meter read is drastically out of line with what they would expect your usage to be, then they will reject it and it will go down as a failed read.

If we think a failed reading may point to an issue (such as a faulty meter or incorrect previous readings), we will be in touch to attempt resolution of this. Otherwise, we will wait for more reads before we take any action, or we'll attempt to get it re-validated if we think it should have been passed.

If you can see a failed reading in your consumption table then don't be concerned - the chances are that we're already working on it and will be in touch with you if we think it points to an issue. However, to help speed-up the process, it would be helpful if you could re-check your meter and make sure the read you uploaded was correct - and if this is the case then either submit another reading or email a photo of your meter to theteam@solarplicity.com.

9. What does the usage graph mean?

The usage graphs show your average daily usage for your property on a month-to-month basis for the given service (gas or electricity) - that is the amount you used in a month divided by the number of days in that month.

The usage is based on actual meter reads - not estimates - and so if you do not submit a meter read for a period then the same average consumption will be seen across all months in the period.

To understand what the units on these graphs represent, see FAQ's 1-2 in the General FAQ's section.

10. How do I view my tariff information?

The tariff name and renewal date for each of your supplies is viewable in the installation boxes at the bottom of the main account dashboard. For full tariff details, in the form of your Tariff Information Label (TIL), click here to go to the TIL finder on our website and enter your details.

11. What is a credit note?

In simple terms, a credit note is Solarplicity returning money to you that we previously asked you to pay in a bill. It is an acknowledgement that we billed you incorrectly, and is almost always down to incorrect meter readings leading to us over- or under-charging you. We therefore refund to you any money you paid us for that usage in a credit note, and re-run the bill to more accurate usage.

A credit note looks like a normal bill, however it will have negative signs in front of usage and payment amounts – signifying that we owe you the money rather than you owing it to us.

General FAQ's

1. What is a kWh (kilowatt hour)?

kWh stands for kilowatt hour – the unit used to measure electricity use. 1 kWh will power a 40 watt light bulb for 25 hours.

2. What is a HCF (hundred cubic feet) or a GM3 (cubic meter of gas)?

These are the two units used to measure gas usage.

A hundred cubic feet of gas is the imperial unit of gas and is typically measured by older gas meters. 1 HCF represents the amount of gas needed to fill 100 cubic feet. Gas Meters that record hundreds of cubic feet will have cubic feet or ft3 beside the reading on the front of the meter.

A cubic meter is the metric unit of gas and is typically measured by newer gas meters. 1 GM3 represents the amount of gas needed to fill 1 cubic meter. Gas Meters that record cubic meters have m3 beside the reading on the front of the meter.

While these units are present on your usage graphs, we are required to bill you in kilowatt-hours (kWh) for the gas you use and so this conversion is always calculated on your bill.

3. What is a tariff?

A tariff is the package of charges and conditions offered by us as a supplier for the provision of your energy. It consists of a unit rate, a standing charge, tax and potentially other details such as an early exit fee.

4. What is the tariff comparison rate (TCR)?

This is a rate per kWh that allows you to compare your tariff to other tariffs in the market by taking account of the unit rate and standing charge in one single unit. The TCR is not an actual price and is based on the consumption of a typical user of electricity (multiple rate meter 4,300 kWh/year split assuming consumption at 45% day rate and 55% night rate; single rate meter 3,100 kWh /year; gas 12,500 kWh). Your actual charges will depend on your personal consumption.

You can find your TCR on your Tariff Information Label (TIL) - see FAQ 10 in the My Solarplicity FAQ's section above.

5. How are my monthly direct debit payments calculated?

We will base your direct debit payment amount on the most accurate information that we have about your electricity usage over the previous year. If actual meter readings are not available, we can estimate your future electricity usage by asking you a few simple questions about your property and the number of appliances you use. We then divide this amount into equal monthly payments, taking into account that you would normally expect to build up a credit in the summer months which is used to pay for the increased amount of electricity you will use during the winter. If you are a new customer, we can base your direct debit on your EAC (estimated annual consumption) once your old supplier sends us over the meter technical details.

By taking accurate meter readings we can keep track of your actual consumption levels, which enables us to accurately review your direct debit amount. You can help us to do this by sending us actual meter readings every three months.