[Dodedipa17]

Why is my meter showing a balance £10 less than my app and the actual amount I should have.

[Dean]

Hi @Dodedipa17

I completely understand how worrying it can feel when your app and meter don’t seem to match, it’s something a lot of customers ask about, and it’s usually much simpler than it looks.

The My Utilita app doesn’t display the live meter balance. Instead, it uses an estimated balance algorithm, which is explained in the app’s Terms & Conditions. This means the app gives you a predicted balance based on how you normally use energy and how often you top up.

How it works:

• Instant top‑up updates, the app adds your credit straight away, even before the meter has fully refreshed.
• Usage pattern tracking, it looks at your recent energy behaviour to estimate what you’ve likely used.
• Improves with regular use, the more you top up and use the app, the more accurate the estimate becomes.

best way to think of it is like this:

• The app gives you a helpful prediction to keep you informed.
• The meter gives you the exact real‑time figure stored on the device.
• The more you top up with it the more accurate it becomes

I Hope this helps clarify more on how the app works

Regards Dean