Most frequently asked questions
Account related topics
How can I change my email address
Please contact us at home.energy@heatio.com
Can I add a household member to my account?
Unfortunately at the moment, each individual must sign up and go through the verification process via stripe or utility bill check.
Can I change my account name?
Please note that changing your name will trigger the verification process again (via stripe or utility bill)
If you would still like to amend your name, please contact us at home.energy@heatio.com
Can I close my account?
Yes, please contact us at home.energy@heatio.com
Is the dashboard free to use?
The dashboard is currently FREE. We only use details from a payment card to validate your address - we cannot use these details to take payment from you in future. In the event that future subscriptions or payments are introduced following changes to our service, you will be notified and can make choices about your account at that point.
What happenes to my data after I close my account?
If you choose to delete your account it will be closed immediately. Your personal data on our servers will be deleted within a day and backup data within 30 days.
Is my data secure?
Yes, we store your personal data in our secure database hoasted on AWS
Why do you need a bank card
We need to use a £0 transaction to validate your home address. The link between your MPAN and your address is semi-public and it is quite possible to find this information online so we need additional measures to ensure security.
We never see your card details using Stripe which is one of the largest ecommerce payment gateweays.
If you want or need to use a bank card to join Loop but still have reservations, you can use a payment card from a digital bank like Monzo, Revolut or Starling with a £0 balance if you want additional peace of mind. Your card details are only used to confirm your address so there is no need for the card to hold a balance.
Smart meter topics
How are you getting my meter data?
We connect to the smart data collector (DCC) via an approved partner, n3rgy.
For us to be able to connect to the network and retrieve your data we must ask you to consent by accepting our terms and conditions as well as by verifying your name and address against an utility bill or via a Stripe verification of your bank card.
Why can't I see my gas consumption data?
The most probable cause is that your gas smart meter hasn't been connected to the DCC network.
To check if your meter is working in smart mode go to https://smartmetercheck.citizensadvice.org.uk/
Please get in touch with your gas provider to get a smart meter. Once that has been done, you must go through the verification process again and give us consent to access your gas data as well as verify that your name and address match.
If you have any questions, please contact us at home.energy@heatio.com
Why is my in-house display showing different values?
There are a few reasons why that may happen.
The readings on your IHD usually take a bit longer to update than the ones on your meters - this delay is normal.
IHDs need to be within a few metres of your electricity meter to connect properly, and thick walls can disrupt the connection too. Also, you should ideally keep it plug in to avoid running out of bateries thus not showing the most up to date information.
Why is my tarrif incorect?
When will I see my usage?
It can take up to 24 h for our team to verify your name and address and start to get readings through. As soon as we receive data, the dashboard will be unlocked.
If you login as soon as we connected to your smart meter, you historical data might have gaps. We'll keep calling for it, but if after a week it hasn't improved, use the form below to contact us.
It's been over 2 days and I can't see any data
Please contact us at home.energy@heatio.com
45% of meters connect within 2-3 hours, 45% within 24-48 hours and 10% can take longer still or may not work at all.
Ask your energy supplier to verify that your smart meter's 30-minute interval usage data is available via the Smart Meter Network (DCC) to third parties (such as Flexx via our data partner n3rgy) using on demand requests.Why are there gaps in my data
Occasionally there can still be missing data even with the latest data on your phone.
Occasionally a meter won’t respond to specific requests for data and this will lead to gaps in the data we can present to you. This could be because the network strength is weak in a given area, the meter itself has a bug in it or another reason. We continue to try to fill these gaps by making repeated requests for the data. We’re continually improving how we do this.
Some smart meteres are also knows to have issues and this is issue is known to the the DCC - the operators of the smart meter network - and despite their best efforts some of these meters often have limited or no connectivity with the smart meter network. Our advice is to contact energy suppliers who should fix or replace meters that are consistently returning errors
Why do I need to reconfirm my address?
We only can request and collect your data every 24 months. This is a requirement that we have to comply with to ensure for security reasons. You will be notified closer to the end of the 24 months. If you don't renew, when you login after the 24 months you will be directed towards the verification process again.