If you receive a notification explaining that we can't accept your reading when submitting online or via the mobile app, it's normally because we've had an incorrect reading previously. 

If this is your initial meter reading, we might need to raise a dispute with your previous supplier to get it updated. This normally takes around 28 days to resolve.

If this is a monthly meter reading, we'll be able to resolve this for you. 

You'll need to take two meter readings seven days apart and let us know the date they were taken. These will be used as ‘supporting’ readings. 

Once you’ve got your supporting readings, please send them to us here.