Support - PrepayPower Energy Ireland

Mobile App - FAQs

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.