ScottishPower PAYG User manual
Your PAYG
In-Home Display
User Guide
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Your Smart PAYG In-Home Display (IHD)
Now that your smart PAYG meter(s) are up & running, you can start enjoying
the ease of topping up on the go via the ScottishPower App & the peace of
mind of low balance alerts on your In-Home display unit. ScottishPower will be
able to receive remote readings from your meter, so no need to have a meter
reader coming to your property. This isn’t just convenient for you it also gives
us an accurate account of your energy use, so no more estimated statements.
This user guide explains everything you need to know about using your
In-Home display, and we’ve answered some frequently asked questions for
you too. Your welcome pack should also contain user guides for your new
PAYG meter(s), however don’t worry if you still have questions about your
new meter, all our contact details are on the back cover of this leaflet.
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Operating your In-Home Display
Your In-Home Display is easy to use. Don’t be afraid to try it out to really
get to know it. Just use the touch buttons to control it and find out how
and when you’re using energy in your home.
Your Smart Energy Display is easy to use. Don’t be afraid to try it
out to really get to know it. Just use the touch buttons to control it
and find out how and when your business is using energy.
Wireless Signal Strength - The signal strength between
your In-Home Display and your Smart Meter
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Battery Indicator - Battery level and charging status
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Time - Current time in 24hr format
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10
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11 12 13
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14 15 16
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Energy Usage Dial - See your energy use at a glance:
low (green), medium (orange) or high (red).
Numeric Display - See your energy usage costs in numbers
Text Display - Displays text feedback, messages and prompts
On/O Button - On the back of the display
Home - Go to the home screen
Now - See the electricity you are using right now
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10
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13
Fuel Type - Shows your fuel type currently being displayed
- electricity, gas or both. The flame symbol is for gas and the
lightning symbol is for electricity.
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11
8
14
Budget Indicator - The Budget Line indicates your personally set
budget (see more in “Setting a Budget”)
Electricity Now Lights - See your electricity use right now as
low (green), medium (orange) or high (red)
Fuel - Select gas or electricity and see your energy use by fuel type,
or the combined total
Arrows - Use the left and right arrows to scroll through the options.
Press Menu/OK again to select an option.
Menu/OK - Press MENU/OK to access the settings such as budget,
language, screen brightness. Pressing Menu/OK also selects an
option
Calender - You can choose to see your energy used SO FAR TODAY,
THIS WEEK, THIS MONTH or THIS YEAR. Use the left arrow to go
back through your usage history
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Getting Help
Your In-Home Display has an in-built tutorial to show you how it works.
Press Menu/OK, then uses the right arrow to go to “Tutorial” and press Menu/OK.
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Getting started
Get started with your In-Home Display
Like all wireless devices, the In-Home display can sometimes experience low signal or
lose signal completely with your smart meters, so make sure you keep it in a place where
it’ll maintain signal.
The internal battery allows you to carry the display around the house to see the eects
of turning appliances on and o. The battery lasts approx. 1 hour before it needs to be
reconnected to the power source, however we recommend that you leave it plugged in
so that it doesn’t lose power.
To switch on your In-Home display, press the button on the reverse. To switch it o press
and hold for 10 seconds. If it does lose power when running o the battery then plug
it back in and simply press on the button on the back of the display. It will take a few
minutes for the In-Home display to catch up with your energy history.
Switching between electricity and gas information
Press to select gas or electricity
and see your energy use by fuel type,
or the combined total.
Used so far today: 19.78 kWh
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1
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Topping Up using your Unique Transactional Reference
Number (UTRN)
In some instances you may need to top up your meter manually. You can now do this by
entering your 20 digit Unique Transactional reference number (UTRN) into your In-Home
display. You will find this number on the app or top up receipt.
Topping up using your UTRN on your In-Home display. Ensure your IHD screen is on the
desired fuel you want to top up.
{0}000-0000-0000-0000-0000
Apply Top Up Option
You have 1 message. 1 new {ok}
1- Press OK/MENU button
2- Using the right arrow navigate to
the ‘APPLY TOP UP OPTION’
3- Press OK
4- To start entering the digits of the
UTRN use the right arrow to cycle
through to your desired digit.
Pressing OK will lock in your digit
and move you onto the next
number entry
5- If you make an error you can go
back by using the left arrow
6- Once you have entered all 20 digits
press OK, check the numbers
entered are correct
7- Press to OK to submit your UTRN, a
message will appear ‘TOP UP SENT’
8- The message envelope icon will
appear on the front screen and a
rotating ‘’NEW MESSAGE’’ alert will
appear at the bottom of your IHD
screen
9- To view the message press OK/
MENU
10- Using the right arrow navigate to
the message screen, Select OK
11- 1 of 3 messages will appear Top UP
Rejected / Top UP Duplicate/
Top UP Success. If your top up is
rejected please re-enter ensuring
all digits are accurate. If your top
up continues to be rejected please
contact us
12- Press OK to choose to delete
message press OK will give you
option to delete or save message
13- If successful your meter balance
should now reflect your top up
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Accessing Emergency Credit for Gas and Electricity
via your In-Home Display
When your meter balance falls
below £1 you will be able to access
the emergency credit When the
LOW CREDIT WARNING is displayed
you will see an additional message
‘Emergency Credit Available ‘
1- Press OK
2- ‘’Select Emergency Credit ‘’
message will appear
3- To Activate press OK
Electricity low credit warning
Re-enabling your supply (Electricity only) via your In-Home
display your IHD will show ‘Electricity Supply Disconnected’
1- Press OK
2- Select Emergency Credit Press OK
3- ‘’Emergency Credit Selected’’ will
appear
4- Go back to the main menu
5- Activate Supply Press OK
6- Enable Electricity Supply Yes/NO
Press OK
7- Your supply will now be
re-connected and emergency
credit will be activated
Once you have activated your
emergency credit or made a top up
your supply will become armed, in
order to enable your supply you can
do this via the meter or IHD.
Please note that your gas supply will
have to be re-enabled at your meter,
see the separate gas meter user
guide.
Emergency credit selected
Enable electricity supply {YES/NO}
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Low credit warning on your In-Home Display
Checking your tari on your In-Home display
1. Press Menu/OK button
2. Press OK on account information
3. Your current kWh rate will display
4. Press right arrow to view daily standing charges
Your IHD will provide low credit warnings. These alerts will give you enough time to
arrange a top up.
Your IHD will display the fuel which has fallen below the LOW Credit threshold of £2.
If this icon is
displayed then the
low credit warning
is for electricity.
If this icon is
displayed then the
low credit warning
is for the gas.
Account Information [OK] Prepayment tariff per kWh
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2
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Checking your Debt Settings on your In-Home display
1. From the home screen ensure
you’re on the correct fuel, to
alternate between fuels press the
fuel button
2. Press Menu/OK button
3. Press the right arrow to cycle
through menu options until DEBTS
[OK] is displayed press OK button to
view debt information
4. Using the right arrow to cycle
through debt information which
includes the following
• Debt to clear
• Electricity or Gas debt dependant
on which fuel you have chosen
to view
• Debt 1 Total & Debt 1 recovery rate
• Debt 2 Total & Debt 2 recovery rate
• Debt 3 Total and % per top up
5. Press Home button to return to main
menu
Debts [OK]
Electricity debt
Debt 3 : 20.00 % per Top-up
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View energy use across a time frame
Light Indicator
Please note, your gas meter updates the In-Home Display every half an hour,
whereas the electricity is updated every 10 seconds
Calendar You can choose to see
your energy used SO FAR TODAY,
THIS WEEK, THIS MONTH or THIS
YEAR. Use the left arrow to go
back through the usage history.
The coloured lights give you an
indication of the electricity you’re
using in your home right now.
Green - low level of energy use
Amber - medium level of energy use
Red - high level of energy use
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1
2
Based on your previous week’s
consumption, your In-Home Display
will begin to learn the amount of
electricity you use. If the light is red
then you are using considerably
more energy than the previous week
and you may want to look at ways to
reduce your energy use.
Used so far today: 19.78 kWh
Used so far today: 19.78 kWh
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Used so far today: 19.78 kWh
Setting a budget
Press Menu/OK , go to settings,
select “Set Budget” and press
Menu/OK . Use the arrows
to set your budget.
Change your fuel type and
preferred time period (day, week,
month) and view your budget in £.
You can now easily keep track
of your budget by checking the
Energy Usage Dial on your
Home screen.
You will hear an alarm when you
exceed your budget. You can turn
this on or o in the Settings menu.
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You can set a budget to help you stay on track with how much you spend on your energy
You can experiment with the time period of
your budget. If you set a monthly budget,
see what that means to your daily cost and
what your annual savings could be.
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How your In-Home Display can help
you be more energy ecient
Make just one change to start saving
Stop blowing your bills on blow-dries
Hair dryers are hands down the biggest beauty energy gadget.
If you’re not in a rush, let your hair dry naturally. Or use the
coolest setting – it’s less power-hungry.
Don’t forget . . . shorten your showers
Cut down your shower by one minute and you could cut your
energy bills by £8 a year. You might not be able to belt out as
many ballads, but you’ll be able to reduce energy and water
consumption.
Keep an eye on your smart IHD
Your In-Home Display is there to do all the hard work for you. Just
take a glance and you’ll know exactly how much you’re spending on
gas and electricity, get more energy saving tips and make sure you
haven’t left something switched on.
Upgrade your boiler
When you have a smart meter installed you can start to identify the
big draws on your energy around the house. Roughly 60% of what
you spend a year on energy bills goes toward your boiler, so an
ecient boiler makes a big dierence.
Unplug and switch o
A gadget or two left on at the plug may not seem like much, but it
soon adds up. Say no to standby and pull all plugs out of the wall if
you’re out – the average home could save between £50 and £80 a
year.
It’s actually pretty simple – and worth it in the long run. After all, saving energy could
help you save money.
Source: Smartenergygb.org
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Frequently asked questions
1. Where should I keep my display?
You should keep the display in a place
that is convenient for you to see and
use, but make sure that it is in a location
where it will maintain signal with your
meters. Like all wireless devices, the
display can sometimes experience low
signal strength or lose the connection
with your smart meters. The easiest way
to correct this is to move the IHD closer
to the meter, it should then pick up the
data.
2. What happens if I decide to switch
supplier?
Your smart meters will not stop you from
changing supplier. If you do leave us,
your new supplier may not operate your
smart meter in the same way. So best to
check before you switch.
3. Will my clock change automatically?
Yes, it will update automatically between
GMT and BST.
4. What happens if I move house once my
smart meter(s) have been installed?
As usual, contact us at least 24 hours
before your moving day. That way, we
can ensure that both your meters and
display are remotely cleared of your
consumption data and a final remote
meter reading can be taken before the
new occupier moves in. Also, please
remember to leave the display behind
for the new occupiers. Don’t worry, your
display will delete your user data when
it receives a home move command.
6. Does my IHD show prices including VAT?
No this will exclude VAT
7. What should I do when my In Home
display (IHD) is displaying dashes or
‘awaiting data message’ or I think it
may be faulty?
In the first instance you should try
moving your IHD closer to your
electricity meter. If this doesn’t
work then try switching of your IHD
using the power button on the back,
then switching it back on. If this still
doesn’t resolve the issue contact us
0800 027 0072
8. Will I be charged for a smart meter
fault resolution?
No, you will not be charged, please
contact us on 0800 027 0072 to
arrange what happens next.
9. I have topped up at through my App/
or at the outlet, however it is not
showing on my In-Home display (IHD)?
Remember it can take up to 1 hour for
your top up to reach the meter, once it
has been applied to your meter your IHD
balance will change to reflect your top up.
10. Can I add my payment manually via
the In-Home display (IHD)?
You can enter your 20 digit UTRN onto
your IHD or directly onto the Smart meter.
You can find your UTRN (Unique
Transaction reference number) on
the app or on your receipt.
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11. I have activated my emergency
credit for my Gas on my In-Home
display (IHD) however it is not updating
on my meter?
Your gas meter only wakes up on the
hour, or on the half hour. Activating your
emergency credit in between this time
means you will still need to wait until the
hour or half hour is reached for the
meter to activate the credit. If you need
to activate it sooner please refer to your
gas meter guide and follow the
refreshing your gas meter instruction.
12.Why is my In-Home display (IHD)
showing a ‘Low Credit Warning’ but
I’m unable to activate my emergency
credit?
Your IHD will give you an audible alert
when your meter balance falls below
£2 & will display the gas or electricity
icon to show which fuel the low balance
alert relates too. Remember you are
only able to access your emergency
credit when the balance falls below £1.
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Important safety information
• Your display will work in temperatures between 0-40˚C.
• It’s important not to get your display wet. Don’t clean it with water, liquid
cleaners or polish – if you do need to clean your display, it’s best to use a dry
cloth.
• Disconnect before cleaning and don’t immerse in water or other liquids.
Use a soft dry cloth to clean the display. If the display does get wet, turn it
o, disconnect it and dry it out completely before switching it back on.
• Your display complies with the Government’s Restriction of Hazardous
Substances (RoHS) directive.
• Your display is approved for use within the EU.
• Only use the power supply provided with this unit. This power supply should
not be used with any other devices.
• Your display is under warranty for 12 months after point of installation.
• Avoid dropping, excessive shock or vibration.
• To protect the environment, please don’t dispose of this product in your
business waste at the end of its life. Please take it to a recycling centre for
disposal.
• Don’t attempt to open, repair or service any part of your display yourself. If
the device appears to be faulty, please contact us.
• Don’t use a visibly damaged power adaptor or power lead. Use only the
power adaptor supplied to you with this product.
• This display contains a lithium ion battery. Do not dispose of it in a fire,
expose it to excessive heat or attempt to puncture it.
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We’re here to help
If you need any further help with operating your smart meter equipment, please:
Your personalised energy eciency tips...
Find out much more
on our website
scottishpower.co.uk/
smart
Use the ‘tutorial’ facility
on your In-Home Display
Press Menu/OK, then use
the right arrow to go into
“Tutorial” and press Menu/OK
Search ‘ScottishPower
How to’ videos on
YouTube
Or you can contact us:
scottishpower.co.uk
Call free on: 0800 040 7002
Lines open:
Monday to Friday: 8am to 10pm
Saturday: 8.30am to 6pm
Emergency:
Gas emergencies (24 hours)
0800 111 999
Electricity emergencies (24 hours)
Freephone 105
ScottishPower, Customer Care
320 St. Vincent Street
Glasgow G2 5AD
Hearing or speech diculties?
Depending on your needs, the Next Generation Text Service (NGTS) oer a range
of tools and services that can help you contact us. Simply visit ngts.org.uk for
more information.
SCP8138 JUL19_V2
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