My JE app FAQs

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, top-ups and account/meter 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.

Pay monthly/variable direct debit customers can find the five-character Customer Number in the top right of your bill or statement.

Pay As You Go customers should complete the My JE App form with your Meter Number (which can be found on your top-up card). Customer Care will then confirm your Customer Number. 

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.

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.

My JE supports multi-premise management. This feature enables easy switching between multiple properties and meters, allowing customers to view up to 5 properties*.

*Note: Multi-premise customers with more than 5 properties can add these onto the app by calling Customer Care on 01534 505460.

If you are moving, you should let Jersey Electricity know, either via the website or by giving us a call on 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.

At the moment, you cannot pay your electricity bills, settle an invoice, or top-up directly in My JE. 

Pay monthly/variable direct debit customers can do this online via our website or by calling Customer Care on 01534 505460.

Pay As You Go customers can top-up via the topup.je link in the ‘Accounts’ tab in My JE, online or by calling Customer Care on 01534 505460.

Currently, the app does not facilitate this, but our developers are working on making this available in the future.

This usually happens because you do not have the latest version of the app. You will need to update My JE on either the App Store or Play Store depending on which device you own.

If the issue still persists, please send screenshots of the errors to myje@jec.co.uk with your account details.

Understanding energy usage can be a challenge for homeowners, even asking the simple question "How does my usage compare to others" is oftentimes non-trivial. To help, we’ve introduced Similar Homes comparison, a tool that enables users to quickly quantify and compare their home's usage with other ‘similar homes’. The comparison gives a clear picture of whether your usage is high or low and provokes those all-important questions about your energy consumption. 

To deliver similar homes insights, we group your home with thousands of other homes based on the data input into customers' home profiles. Since Jersey is a relatively small population, the more data flowing through into the app, the more accurate the comparison – so make sure to encourage your family and friends to fill out their home profile.

Similar homes insights are estimated, so don’t be disheartened if the comparison doesn’t reflect your efforts to reduce your consumption, but please speak to one of our energy advisors if you’re concerned.  

My JE’s Energy Breakdown feature helps customers understand energy consumption by identifying, splitting up and presenting energy consumption in different categories, such as heating, lighting and cooking.  

We do this by taking your total consumption, combining it with your unique home profile, and pairing this with a state-of-the-art Non-Intrusive Load Monitoring (NILM) algorithm to provide a breakdown of how much energy each appliance or area uses.  

Data presented here is not based on ‘real data’ from your home appliances and is for indication only. Furthermore, sudden changes in your usage, such as switching the heating off can sometimes take several weeks to update in-app. 

In order to receive energy-saving tips, you need to fill out a home profile.

You can do this by going to Account > Home profile and updating each of the fields accordingly. Once you’ve done that, you should start seeing new tips come through.  

‘Mark as done’ to update the algorithm and prompt new energy-saving tips to be generated for you!  

My JE Energy Tips is a ground-breaking feature designed to deliver personalised energy-saving advice to our customers. Harnessing the power of your energy usage data, home profile information, and user feedback, we curate a dynamic ‘to-do’ list of the top-10 most relevant energy-saving recommendations tailored to your unique needs.

Once you start to mark items as done, new advice will appear, and this keeps going until you’ve exhausted all our relevant recommendations. The list may change in time as advice becomes more or less relevant to you, new advice may also appear as our experts add their latest recommendations to help save you energy.

Once you've filled out your home profile, Energy Tips will start sharing advice from day one. The more energy data we have for you (up to 12 months) and the more comprehensive your home profile settings, the higher the accuracy of our estimated savings and the more impactful advice you will have available at your fingertips.

If you're moving, you should let us know, either via the website or by giving us a call on 01534 505460. Your Customer Number will move with you, so you'll 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. We prioritise data protection and privacy – to minimize risk and comply with regulations, your historical meter data (from your previous home) will be removed from 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.

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 these should be minimal. If you see bigger differences, this could be due to gaps in the data (see ‘data gaps’).

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.

Yes! As part of a recent update, Pay As You Go customers now have the option to use My JE to track their top-ups and view meter balances.

The meter balance displayed in app is unlikely to match your ‘live’ meter balance. For this reason, your My JE meter balance should be used ‘for indication only’.

My JE provides PAYG customers with an up-to-date meter balance read at least once a day (typically updating in My JE between 09:00 and 12:00). Your meter balance is also refreshed every time you top-up.