If we've asked you to submit your first readings, but you can’t do this online or through our app, it might be because you've got smart meters. 

With first generation smart meters (SMETS1), we don’t receive readings automatically. This is because older smart meters don't remain smart when you switch to a new supplier. So if you have a SMETS1, you'll need to read your meter manually. 

If you’ve taken the readings manually and you still can’t submit them online or through our app, please get in touch with us

It's a good idea to take photos of your meter readings in case we ask you for them.

If you have a second generation smart meter (SMETS2), you don’t have to do a thing. Your smart meter will send us your readings automatically.