Your home Help & advice My JE App FAQs

Your My JE app questions answered

The My JE app gives you more control of your electricity usage than ever before, helping you to save energy - and money.

  • See and compare how much energy you’re using and when day-by-day, week-by-week or year-on-year in both kWhs (units) AND cash.
  • View bills, transactions and your account balance.
  • Compare your electricity usage with other similar properties.
  • Set a weekly or monthly consumption target to help you control costs.

We want you to get the most from My JE. If you don't find what you need to know in these frequently asked questions, and your enquiry is not urgent, please email jec@jec.co.uk.

What are the benefits of  My JE?

With the My JE app, you can:

  • See and compare how much energy you’re using and when day-by-day, week-by-week or year-on-year in both kWhs (units) and cash.
  • View bills, transactions and account balance.
  • Set up a profile to compare electricity usage with other similar properties.
  • Set a weekly or monthly target to help you control costs and budget better.

How do I view my electricity bills on My JE?

You will need the email address Jersey Electricity holds for you and your Customer Number to log into My JE. You can then view your bills, payments and balance of your account on the Bills screen.

I don’t know my Customer Number

Your Customer Number has five characters and can be found in the top right of your bill or statement.

I have a Pay As You Go Meter. Can I use My JE?

Not at the moment, but we are working on developments so that you will be able to use My JE soon. So watch this space.

I am having trouble logging into My JE. What should I do?

You will need your Jersey Electricity five-character Customer Number and the email address Jersey Electricity holds for you.

If these two pieces of information do not match our records, you won't be able to log into My JE. Please call Customer Care on 01534 505460.

There may also be cases when your Customer Number has changed, for example, if you have changed from a single account to a joint account. You will need to use your new Customer Number to log into My JE.

My bill does not match my usage on the app. Why?

The data in your app may not exactly match your bill due to a timing difference between when we take the reading we use to produce your bill and the data shown in the app.

The app will show you how you use your energy over a 24-hour period, from 00:01 to 00:00. The time of day we take the reading for your bill can vary, creating small differences but should minimal. If you see bigger differences, this could be due to gaps in the data (see ‘data gaps’)

There are gaps in my usage data. Why?

Smart Meters send regular electronic data on your usage securely to us. Occasionally this communication can be interrupted either by the meter's location on the network or by planned downtime for system maintenance. This does not impact the calculation of your bill, which is taken from a reading on a set time, but it can result in gaps in insights data used in the app, such as missing or incomplete days.

What if I have more than one premise?

If you are responsible for paying the electricity at more than one premise, we will have chosen one premise for you to see on My JE. If you want information on another premise you are responsible for to appear on your app, please call Customer Care on 01534 505460.

I'm moving out soon. What do I need to do?

If you are moving, you can let Jersey Electricity know, either on the website https://www.jec.co.uk/your-home/manage-account/ or by giving us a call (01534 505460). Your Customer Number will move with you, so you will still be able to log into My JE.

However, you will have to update your profile details on My JE with the details of your new home to compare electricity usage with other similar properties.

Can I pay my bills via the app?

At the moment, you cannot pay your electricity bills or settle an invoice using My JE. You can do this online https://www.jec.co.uk/your-home/manage-account/ or by calling Customer Care on 01534 505460.

Will I be notified when I have an updated bill?

Your notifications can be viewed through the 'bell' symbol in the top right-hand corner of the app. You will receive notifications here when you have an updated bill.

To receive notifications for My JE on your mobile phone, you will need to have allowed notifications. You can either do this when you first download the app or manage your notifications in the Account screen under Settings.

Speak to Customer Care

If you can’t find the help you need, choose an option below to speak to our Customer Care team.

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Phone

Call us on 01534 505460 or arrange a call back for when it suits you.

Request a callback
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Email

Start an email conversation with a member of our Customer Care team.

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