[kpavey]

Has anyone gotten an email like this? I got it back in Decenmber and NO IDEA what they are talking about. I've been with them for years with the same account and now no idea what they've done but nothing works and even when I can finally get through to speak to someone, they have no idea either. Anyone else had this issue? Also I got some very strange messages from them at the same time. I'll copy and paste them as well.

Relink your My Utilita account

Hi Kimberly XXXXXX, We noticed your email address is linked to a different My Utilita account and property. Our award-winning My Utilita app is a fantastic tool to help you manage your energy, but you’ll need to connect it to your new energy account. You have a new Customer Reference Number, which you’ll need to use to relink your account. We’ve got a quick step-by-step guide to help you 'relink' your My Utilita account to your new energy account in just a few minutes. Your new Customer Reference Number: Can be found in your ‘Welcome to Utilita!’ email.

Unlink your old My Utilita account

Step 1 Open the My Utilita app and sign in to your account. Step 2 Press the profile icon at the top-right of the Home screen and your 'My Account' page will open. Step 3 Select 'My Utilita options'. Step 4 Select 'Unlink account' and confirm on the pop-up. Your My Utilita account is now unlinked from your old energy account. Step 5 Press the hamburger icon on the bottom right of your app navigation and sign out of the app using the link at the top right the page.

Link your new My Utilita account

Step 1 Open the My Utilita app and sign in to your account. Step 2 Enter your new Customer Reference Number (found in your 'Welcome to Utilita!' email). Just a reminder: don’t include your old Customer Reference Number from your previous property. Step 3 Enter your 'Date of Birth' used for your new energy account. Step 4 Enter your 'Postcode' used for your new energy account. Complete Your My Utilita account is now linked to your new energy account - simple!

Need some extra help?

If you need any help with these steps, take a look at the guide on our My Utilita FAQs page or reach out to us anytime on Live Chat. Thanks for being with us, Utilita Energy and this prior to: Your Electricity meter is going to turn off soon 01/01/26Your Electricity meter ran out of credit at 4:50am today. If you don’t top-up, your meter will turn off when Friendly Credit ends. You can now top-up in the My Utilita app! To top-up, visit the payments page by clicking on the £ icon. You can also top-up online, call our automated top-up number on 0345 206 8333 or top-up with cash at any PayPoint shop. If you haven’t used your Emergency Credit, you can activate it by pressing ‘7’ then ‘A’ on the meter. We do our best to give you the most accurate information about your energy supply but there are times where we may not be able to connect to your meter for a short period. For this reason, please don’t solely rely on My Utilita notifications for changes to your energy supply as we may need our data to catch up once we make contact with your meter! and then this: Your Electricity meter is ready to be turned on 01/01/26Your Electricity meter was ready to be turned on at 4:50am today! To do this, push ‘B’ - ‘A’ - ‘B’ directly on your meter. If you still need help restoring your supply, please check out the following video We do our best to give you the most accurate information about your energy supply but there are times where we may not be able to connect to your meter for a short period. For this reason, please don’t solely rely on My Utilita notifications for changes to your energy supply as we may need our data to catch up once we make contact with your meter!

[Dean]

Hi @kpavey

I am sorry to hear about this and would like to look into this - if you have not got a new property I will be able to remove the email address from any other account and investigate why it was added however to do so I will require more contact information - for this reason I will send you a DM from myself to obtain this.

Kind Regards Dean

[Dean]

Thank you for replying to my DM and speaking with me - after checking on this I can confirm this was due to your email being on multiple accounts of yours so the system sent an automated message to confirm.

Kind Regards Dean