Support - PrepayPower Energy Ireland

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If you are experiencing any issues with the PrePayPower mobile app please contact us:
Email: appfeedback@prepaypower.ie 
Phone: 1890 989 549

Mobile App - FAQs

Why am I not receiving my balance alerts by SMS anymore?
In the latest update of our app we've enabled our new app notifications. Some of the SMS messages you would have received in the past from us have now been replaced by these new notifications. The new notifications will let you know when you need to top up due to a low balance or confirmation when your top up has been successful.

If you want to have SMS messages re-enabled on your account get in touch with us by sending an email to appfeedback@prepaypower.ie or by clicking on the yellow Live Chat button on the bottom right hand corner of your screen.


How do I set up App Notifications on my phone?
If you have not enabled or previously disabled push notifications on your app you can do that easily on both iOS and Android. Please follow the steps below:

Apple: Launch the Settings app on your iPhone or iPad. Tap Notifications. Select the PrepayPower. Toggle the Allow Notifications switch on if it's not already.

Android: Notification settings for your Android phone may vary by phone.

  1. Open your phone's Settings app.
  2. Tap Apps & notifications and then Notifications.
  3. Under "Recently sent," see apps that recently sent you notifications.
  4. Find PrepayPower app and turn on all notifications for it.
  5. To pick specific categories of notifications, tap the app's name.
If you have followed the above steps but are still not receiving any notifications please contact us at appfeedback@prepaypower.ie or click on the yellow button on the bottom right hand corner of your screen to Chat live with us.
How do I re-enable SMS notifications?
If you would prefer to receive SMS text messages rather than App Push Notifications, please disable your push notifications for the app.

Apple: Launch the Settings app on your iPhone or iPad. Tap Notifications. Select the PrepayPower. Toggle the Allow Notifications switch off.

Android: Notification settings for your Android phone may vary by phone.
1.    Open your phone's Settings app.
2.    Tap Apps & notifications and then Notifications.
3.    Under "Recently sent," see apps that recently sent you notifications.
4.    Find PrepayPower app and turn off all notifications for it.
5.    To pick specific categories of notifications, tap the app's name.

 If you have followed the above steps but are still not receiving any notifications please contact us at appfeedback@prepaypower.ie or click on the yellow button on the bottom right hand corner of your screen to Chat live with us.


 

Can I receive SMS messages and App Notifications at the same time?
Unfortunately, this is not currently possible. If you have App notifications turned on you will not be receiving SMS text messages.

If you would like to receive SMS text messages rather than App Push Notificaitons please contact us at appfeedback@prepaypower.ie or click on the yellow button on the bottom right hand corner of yoru screen to Chat live with us.


Can't register due to your mobile phone number?

When registering you will be asked to enter your mobile phone number to verify your identity. We need the mobile phone number that you enter to match the one that is saved under your account on our systems. 

However, if you cannot remember the mobile number for your account then you can follow a three stage process to choose a new mobile number and register:

  1. Open the mobile app and tap 'Register'
  2. Tap on the link 'Don't know mobile number?'
  3. Fill in the details on the screen that appears and choose a new mobile number

We will then update your mobile phone number on our systems allowing you to register.

 

What if I want to use multiple devices?

You can use this mobile app on multiple devices. Simply download the app and use the same ‘Email’ and ‘Password’ as you used on this device.

What if my transaction did not complete?

Sometimes it may appear that your transaction did not fully complete. 

Possible scenarios:
1. You are not sure if the transaction completed or not: Please check the ‘History’ section of this mobile app to check if there is a new PowerCode there. If there is a new PowerCode then the transaction did complete. 
2. Your Top Up is delayed: You may have read a message stating that your top up is delayed. If this is the case please wait for the PowerCode to be sent to you. If you need the PowerCode urgently please call us.
3. You received an error message: If there is an error message please read it and follow the instructions.


 

What if my credit card expires soon?

No problem, simply go to the ‘Profile’ section of the mobile app and choose ‘Wallet’. You can choose to ‘Add New Card’ or ‘Edit’ your current card in this section.

What if I lose my PowerCode?

No problem, just navigate to the ‘History’ tab on this mobile app and you can view your last 5 PowerCodes there.



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