How can we help you?

You will need your 19-Digit Payment Card Number that is on the reverse of your payment card, or underneath the barcode on any correspondence. You can top-up your PAYG meter in the following ways:

Online:

Login to your online account at mysycous.com/online and click to make a payment.

mySycous App:

Once you have successfully logged into the app please visit the Payments tab, from here you will be able to select the PayPoint top-up option. You will then be taken to PayPoint website to complete your transaction. Choose to either 'Pay Now' or 'Register' if you'd like to keep your debit or credit card details stored for future payments. Your 'top-up code' is your payment card number on the reverse of your payment card, or underneath the barcode on any of your account correspondence.

Telephone:

You can call 0333 880 3115 and select OPTION 1 to make a top-up 24/7 using a UK credit or debit card. Your 'account number' is your payment card number on the reverse of your payment card, or underneath the barcode on any correspondence.

In Person:

You can make a cash payment at any PayPoint outlet in the UK, just take your payment card, or other correspondence with a payment barcode.

You should receive your top-up within two minutes but can also use the confirmation code to manually enter the payment, if it is not received. You can find out how to do this in the User Guide.

If you have any issues, or would like to discuss your payment options, please Get in Touch.

You will need your account number that is displayed on all statements and other correspondence. You can make payments against your statements in the following ways:

Online:

Login to your online account at mysycous.com/online and click to make a payment.

mySycous App:

Login to the mySycous app using your online account credentials and visit the Payments tab. Here you will be able to select ‘Make an online payment using Stripe to make a payment.

Telephone:

You can call 0333 880 3115 and select OPTION 2 to make a payment 24/7 using a UK credit or debit card.

In Person:

You can make a cash payment at any PayPoint outlet in the UK, just take any mySycous statement with a barcode to make your payment.

Direct Debit:

You can set up a Direct Debit by contacting our mySycous support team.

Your balance should be updated within 24 hours of your payment being authorised.

If you have any issues, or would like to discuss your payment options, please Get in Touch.

Your account number will be on all statements and other correspondence you receive from us.

If you are a PAYG customer and are making a top-up over the telephone, your account number is on the reverse of your payment card, or underneath the barcode on any correspondence.

If you have a mySycous online account, you will be able to find your account number on either our web portal or through the mySycous app. You can even find your payments barcode on the mySycous app to be able to top-up or make a payment in-store. Visit the Payments tab on the app to find your barcode, If you have an Apple iOS device you can even add your payment barcode to your mobile wallet.

If you have any issues, please Get in Touch.

You should receive your top-up within two minutes but can also use the confirmation code to manually enter the payment and to check if payment was taken successfully.

You will enter the confirmation code, which will be at least 19 digits but may be longer into your PAYG meter or In-Home Display (IHD) device. If you haven't done this before you can check the User Guides in our Help and Support pages. This confirmation code is encrypted and one-time use only.

Alternatively, if you have any issues, please Get in Touch.

It is always worth checking you have typed your account number in correctly and that you have selected the correct option to make a payment to a bill or statement or make a top-up.

If your account number is still not recognised, you may be able to make a payment or top-up using another method. You can find ways to top-up if you have PAYG meter or find ways to top up if you have recieved a bill from us in our Help & Support pages.

Our team can also verify your account number for you, just Get in Touch.

If you have attempted to make a payment or top-up and this has not been successful, your bank or credit card account may still show a pending transaction. This means the transaction has not been fully processed and will clear from your pending transactions normally within 24 hours but may take up to 7 days.

We are not able to force reverse a pending transaction or advise why the payment was not successful. It is important to check all the information you provide is correct, such as the address the card is registered to and other information.

If you have any further issues, please Get in Touch with our team.

If you are already making payments by Direct Debit you can change your Direct Debit date to on or around the 1st or 15th of the month.

We will need to make this change for you, please Get in Touch with our team and we'll get this arranged

You can cancel your Direct Debit with your bank or through your online banking although it is important you let us know you have done this, so we do not attempt to claim your Direct Debit.

We can cancel your Direct Debit for you, just Get in Touch with our team. You can also find alternative ways to top-up if you have PAYG meter or find alternative ways to top up if you have recieved a bill from us in our Help & Support pages.

If you are struggling to pay your utility or heating bills the solution isn't to be cold or switch off essential utility supplies. In the first instance, please Get in Touch, we can help you set-up payment plans to manage your outstanding debt and provide useful help and support.

It is worth remembering we are not your utility supplier but provide an administration service on behalf of your utility supplier. This means we are not responsible for setting tariffs and other costs. You can find out more about mySycous and what we do on our About Us page.

If you are struggling with managing your finances there are a number of organisations who can help, including your Housing Provider and for general support contact Citizens Advice.

These discounts are provided to customers of eligible and participating primary utility suppliers, although some other utility suppliers offer comparative schemes.

You receive your utility supplies from a heat network operator or private utilities network, which is not a primary utility supplier and therefore is not able to participate in these discount schemes. Your utility provider supplier is likely to be the building owner, a managing agent or housing provider.

This utility system offers a number of benefits to you and other residents. As your utility supplier purchases at a commercial rate and on a larger scale, these bulk discounts are passed onto you. Additionally, for electricity, water and gas, your utility supplier is required by Ofgem and Ofwat regulations to only charge you the same price as what we are charged when reselling regulated supplies.

This means that your utility supplier offers the lowest cost to all customers and therefore are unable to fund any additional individual discounts.