What is My npower?
My npower is the gateway to our online services. You can look at your bills online, request meter read reminders and make online payments. You can even activate your smart power options via My npower. Over half a million people have already become My npower members, so why not join them? Sign up now.
How do I manage my account online?
You'll need your npower account number to hand, which you can find at the top right of your npower bill. Once you've signed up, you can log in to My npower now.
If you find you're struggling and can't view your bill, for example, you can let us know by contacting our customer services.
Can I pay my bills online?
Yes, you can pay your bill online, as long as you're signed up to My npower online. You can also pay your bill via your bank’s online payment facility. Details of which account number and/or npower company you need to make payments to, are shown on the back of your bill. And remember, another way to make paying your bills really easy is to pay by monthly Direct Debit - just use our online form to set up a direct debit.
If you have not received a bill yet, you can let us know via contact customer services.
When will I be able to see my bills online?
If you're an existing npower customer, you can set up paperless bills straight away with your online account. If you set up this service near to your normal bill date, you may receive one more paper bill before the service is activated on your account. New npower customers can set up paperless bills as soon as you have an npower account number. If you're paying by direct debit, this will usually be sent in a letter about six weeks after you switch to npower. Otherwise it will appear on your first bill in about three months time.
Can I view my old paper bills online?
You can! We’ll keep your bills for up to two years so you don’t have to worry about filing them and they are easily accessed anytime you need to view a copy of your bill. If you have not previously activated paperless billing, you can select this service by logging into My npower, clicking the "Edit my accounts" button and then clicking the "Edit my details" button.
Select paperless billing by checking the paperless billing check box; this will automatically activate the "display older bills" option - you'll then receive an email confirming the options activated.
I am clicking on "View bill", but nothing's happening, what's wrong?
Normally, this is because of the security settings on your computer, which will stop the files from being downloaded.
When you click on "View Bill", a message will appear in the middle of the screen saying please wait a moment while we get your bill, a box should then appear giving you the option to Open, Save or Cancel.
If this box does not appear when you click on "View Bill", a small security message should appear at the top of your screen, usually between the npower logo at the top of our screen and the website address bar, advising you that to help protect your computer internet security settings have prevented your computer from downloading files from our website (please note this message can differ slightly from one computer to the next) and it will advise you to click for more options.
Once you have clicked on the message for more options you will see the option download file, by selecting this option you will then be able to click on "View Bill" and open it.
You should only need to do this once and we can assure you this is safe as you are logged in to a secure website.
Your paperless bills are PDF files so you'll need Adobe Acrobat Reader version 5 or newer to view your bills - you can download the latest version here - Get Adobe Reader.
Your paperless bills will open in a new browser window so if you have pop-up blocking software installed, it may stop this window from opening. You can try adding npower.com to the list of "allowed" sites in your pop-up blocker. If you're still having problems viewing your paperless bills, call the web support team on 0845 071 4525 and we'll find out what's happening. Our opening hours are 08.00 until 20.00 Monday to Friday and 08.00 until 18.00 Saturdays
