Logging in & troubleshooting

What do I do if I'm not receiving log in emails?

First, make sure you're using the email address registered to your Pure Planet account.

  1. Make sure that you've updated to the most recent version of the app, if you're using the app
  2. Ensure that emails from us aren't falling into your promotions or junk folders
  3. Always tap the link in the most recent email from us. It might help to delete all the previous emails from us and try again
  4. If you use a Virtual Private Network (VPN) on your device, you'll need to disable this, complete the log in, and then enable it
  5. If you're still not having any luck, you can try adding no-reply@purepla.net to your 'Safe senders' in your inbox settings
How do I send you my meter readings?

If you don't yet have Smart meters, sending monthly meter readings will help us keep your account up to date and accurate. To submit a meter reading, tap 'View more about your tariff & meter' and then select 'Send a meter reading'. You can send both your gas and electricity readings if you've got a dual fuel account, or you can skip either fuel if you'd just like to send one.

If you're not sure how to read your meter, check out our comprehensive guide.

Remember, your balance won't update when you send us a meter reading. It'll update after you've received a statement or made a payment.

How do I login to my account?

Tap here to log in to your online account. You'll just need the email address you signed up with, no maiden names or secret passwords. We'll send a secure log in link to your inbox.

If you have an Apple or Android phone, download our app to make managing your energy even easier. Once you're logged in, you'll stay logged in.

No longer have access to your email inbox? Don't worry, our Member Services team can get this sorted for you.  You can access WattBot via ‘Help’ in the menu bar > ‘ask a question’ without being logged in to the Pure Planet app. 

Don’t have the app? We’re also available via Direct Message (DM) on Facebook and Twitter  —  we’ll ask you to confirm some details for security. Or, send us an email at help@purepla.net. Email replies are not as fast as WattBot. 

How do I download the Pure Planet app?

Our app puts your energy at your fingertips. See and submit your meter readings, track your energy use and spend, view your statements and meter reading history, move house and keep a track of how many friends you've referred. It's simple, smooth digital service.

How to download our app

Apple - tap here if you're on a mobile or tablet, or:

  • Head to the App Store on your iPhone or iPad
  • Type 'Pure Planet' into the search bar
  • Tap 'Install'

Android - tap here if you're on a mobile or tablet), or:

  • Open the Google Play app
  • Type 'Pure Planet' into the search bar
  • Tap 'Get'