USER GUIDE

Customer Care
0818 36 37 49
Lines Open 24/7
Welcome to Pinergy

Thank you for choosing Pinergy.

At Pinergy, we are committed to helping

Irish homes and businesses become
more energy efficient. We partner with our
customers to deliver innovative energy
solutions that reduce energy consumption,
waste and cost.

Pinergy started with the mission of being a

company built on and driven by innovation.
We are now the most advanced and
technology led energy services provider in
Ireland.

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Download the
Pinergy Smart App
Go to Google play or the App Store to download your Pinergy Smart App.

Click Fill in your details and Set your Top Up Enjoy monitoring
New User? Register now contact information option - Auto or and reducing your
to set up your Schedule - to pay for electricity costs and
account. Register your electricity in a consumption with
your debit or credit hassle free way. the wide range of
card details to make features
easy payments.

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The benefits of the Pinergy
Smart App
Check your balance at a glance

If you are sharing accommodation,

multiple individuals can contribute
payments into the same account. This
way you can manage who pays what
and when, so no more arguments
over bills

Track your usage in Euro, kWh and

CO2

Compare your usage with similar

homes

Top up on the go, however and

whenever you want.

No more bills or estimates, you only

pay for what you use as you use it

GREEN AMBER RED

YOUR BALANCE = = =
AT A GLANCE GOOD RUNNING TOP UP
TO GO LOW NOW

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Features explained
Auto Top Up Schedule Your Top Up Instant Top Up
Your Top Up happens Coincide your Top Up Want to Top Up in a
when you reach your with a particular day, like hurry? Instant Top Up
chosen balance. You pay day. Set the amount will ensure you can do
select the amount and it and date and YES it exactly that at the touch
happens automatically! happens right on YOUR of a button. It’s as simple
schedule! as that!

Compare Usage Track Usage

See how your usage No matter where in the world
compares with homes you find yourself…track your
very similar to yours. usage any time, any place, any-
where - in Euros, kWh and CO2

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Your Pinergy In-Home Display
(IHD)
When you joined Pinergy, we installed your As you become familiar with the function of
new in-home display. The in-home display your IHD, you will have real-time control over
(IHD) collects all your usage information and your electricity usage. You will see how much
displays it on the LCD screen. energy you are using. You can then make
changes to reduce your usage.
Your home screen gives you access to the
Menu options including account information,
messages, history, tariffs and settings.

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Understanding your Account

Information & Usage Now screens
1 Network icon - indicates the network
2 4 connection status
1
5 3 2 Current time
3 Current date
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4 Display title
8 5 Menu button - press this to access the
main menu

7 11 6 Electricity symbol
12 10
9
7 Visual rate and consumption indicator - indicates your rate of consumption: Economy
(ECO), Medium (MED) or HIGH (HIGH). When the indicator is in the ECO or MID range,
your current usage is within your € per day target. If the indicator is in the HIGH range,
you will exceed your € per day target if the current level of consumption is maintained.
You can set your daily target from Menu > Settings > Target menu.
8 Unit selection - view your usage in Display Identifiers
€/hr; carbon dioxide emissions Network connection ok
(CO2kg) and kilowatt per hour (kWh) Not communicating with the meter(s)
No network connection
9 Instantaneous numerical value - shows Battery charge low; the battery should be replaced
real-time value of the selected unit; if this icon is displayed.
energy cost per hour (€/h) or kilowatt Message in-box
hour value (kWh) or carbon dioxide Electricity supply

emission (CO2kg)
10 Today’s electricity usage
11 Yesterday’s electricity usage
12 Credit status of your account
P Prepayment mode
C Credit mode
F Friendly Credit Active
E Emergency Credit Active
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Display page navigation
Accessing the main menu

Check your payment history

Electricity

You can view the last five payments made in your account. The electricity icon gives access
to the Account Information screen. The left hand side will display your current balance and
the right hand side will display your last 5 top ups.’

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Compare today’s energy usage

with yesterday’s

Electricity

The right-hand section of the screen displays your energy consumption graph for today with
a comparison to yesterday as well as the preset consumption target threshold. Use the Unit
Selection button to view €/h, the resulting carbon dioxide emissions (CO2) or kilo watts per
hour (kWh).

Read your messages

If you have received a new message then
the icon will appear in the top right-
hand corner of the Account Information
screen. Touch the icon to see the message
page as shown below.

Access your Messages

from the main menu.
Messages
Press the View button to see each
message. The number of unread
Unread messages is also indicated on the top
right-hand side of the Messages screen.
Read

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View your historical energy
consumption graphically

History

Day

Week Week Hour

The History icon from the main menu allows you to view your energy consumption pattern
graphically. In the above screen you will be able to see your half-hourly consumption pattern
over the past 24 hours, and daily consumption along with your daily target threshold. Use the
arrow buttons on either side of the graph to scroll backwards and forwards through the data.
On the same screen you can also see your daily, weekly and monthly consumption patterns.

You can set your own daily consumption to suit your home and to help you control your
energy consumption.

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View your tariff rate details

Tariff

The Tariff icon allows you to view the rate you are currently being charged. The rate you
are currently being charged will appear highlighted. If your tariff ni c ludes a standing charge,
it will be deducted from your account at the start of each day. The tariff datadisp lay scrolls
upwards as time and consumption advance. You can use the arrow buttons to see subsequent
tariff prices. To view all Pinergy tariffs and schedule of charges, please go to www.pinergy.ie/
customer-info/tariffs or phone 0818 36 37 49.

Topping-up your account manually

Account

All purchased credit will be automatically credited to your IHD unit. However, in the event that
does not happen here is what to do:
In the Account screen enter the numeric vend code printed on your payment receipt.
If code processing is successful then your IHD will display a ‘Payment successful’ message; if
unsuccessful then a ‘Payment unsuccessful’ message with details as to why the code failed
and a Try again button will be displayed. Press the Try again button to enter the vend code
again if you think you have entered it incorrectly or used an old code or if you want to enter a
new code.
Note: The E-Credit (Emergency Credit) button will be visible only when the credit in your
account goes below the Low Credit level and the E-Credit is not enabled.
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Change your IHD
default settings

Settings

From the Settings screen you can do the following:

> set your daily energy consumption target > set the display backlight to turn off after
level 1 minute or stay on constantly
> turn the keypad sound on or off > adjust the touch-screen display contrast
> turn the indicator LEDs on or off > erase data from your IHD
> adjust your Low Credit alert level

Target level: By setting the daily consumption target you can visually check if your
consumption is above or within your desired target level.
Credit alert: You can change the default Low Credit alert setting to a higher threshold. The
alerts will notify you when the credit in your account goes below the set threshold.

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Frequently Asked Questions

In this section you will find the answers to some of the most frequently asked
questions.

If you cannot find the answer to your query here, simply call 0818 36 37 49
or visit pinergy.ie

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FAQ

How do I ensure my account is in credit?

!
To ensure your account is always in credit, download the Pinergy Smart
App and set up the automatic top up to ensure that your credit does
not run out.

In the unlikely event that you run out of credit, including all Emergency
and Friendly Credit you may lose power in your home.

Acknowledging alerts
Emergency Credit alerts: when Emergency Credit is low or zero, you must top-up your
account and follow the alert message instructions.
Supply restoration alert when the unit is plugged in: to reconnect press ‘0’ (zero) to turn the
unit on. Then press ‘A’ to accept and ‘B’ to confirm.
Supply restoration alert when the unit is on battery power: to reconnect your supply, follow
the instructions on the ‘Restore Supply’ alert screens and acknowledge with the appropriate
button presses.
Note. You must repay the payment amount due to put your account above zero before
supply restoration is permitted.

Will I receive a statement or a bill?

As you are using the Pinergy Smart System and paying for your electricity as you use it, no
bill will be issued. By using your IHD and Pinergy Smart App you can see exactly how much
you are spending and when. You will receive an annual statement which will show your
electricity consumption and cost for the previous year together with details of your top ups in
that period.

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How do I top up my Pinergy Smart System?

Please ensure you only purchase credit via the Pinergy Smart App or a Payzone approved

Top
TopUp
outlet. Any other purchase may be deemed invalid. A full list of Payzone outlets can be found on
payzone.ie/paywithpayzone. Up By Text
By Text

Top Up Pinergy Smart App Local

Local
By TextPayzone
Payzone 1850 1850
94 50 94
23 50 23

p Up
IMPORTANT: You will need this card to identify your account when you top up.
pinergy.ie IMPORTANT:
Local Payzone
You will need this card to identify your account when you top up.
0818 36 37 49
Local Payzone
PORTANT: YouIMPORTANT:
will need this card You will your
to identify need yourwhen
account Pinergy
you topCard
number to identify your account, to set up your Smart
up.
App account and to use Payzone online or instore. Call 0818 36 37 49 if you are unsure of your card
TANT: You will need this card to identify your account when you top up.
number to set up your smart App account.

How will I know how much credit I have left?

The home screen of your To see your remaining credit just press Menu on your
Pinergy Smart App shows your IHD, then press the Electricity icon to show your
balance at a glance. It is the balance. This screen will also show you the history of
quickest and simplest way to your credit and will tell you the number of days’ credit
view your balance daily. you have left based on your last week’s consumption.

STEP 01 STEP 02
Press Press
Menu Electricity
icon

It’s important to remember that the ‘number of days left’ display is just a guide. You might use more
or less electricity from week to week. In fact, when your Pinergy Smart System unit is first installed it
will take one week or so before this display is accurate.
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FAQ
Will I get a warning if my credit is low?
The home screen of your Pinergy Smart App will change colour according to the below
system. When your screen turns red, it is time to top up. By allowing Push Notifications via the
App you will receive messages when your credit is running low.

GREEN AMBER RED

= = =
GOOD RUNNING TOP UP
TO GO LOW NOW

When your credit reduces to €2 you’ll hear an alarm and you will also get a Low Credit
Warning on your IHD unit. Don’t worry if you miss the warning. The Low Credit Warning
Message will remain on the screen until you press E-Credit or Ignore.
Note: The alarm will not sound between 9pm and 9am* (see Emergency Credit, page 17).
*GMT time may vary depending on the time of year.

What if this happens and I can’t get to buy

credit immediately?
Don’t worry, you’ll get an Emergency Credit of €5 but you must press E-Credit on your IHD to
accept the Emergency Credit. Remember you can Top Up instantly from your Pinergy Smart
App no matter where you are, no matter when and you can also buy Credit at any time from
home if you have a Debit or Credit card. Just log-on to pinergy.ie.

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How can I activate Emergency Credit?

You can activate your €5 Emergency Credit (EC)
from the Low Credit Warning screen which
appears when you reach the low credit limit you
have set for yourself or the automatic €2 default
low credit setting on the unit. Once the credit in
your account reaches the low credit threshold, EC
will be made available for you to activate. If you
decide not to activate it a second warning screen
will appear when there is no more credit left in
your unit which will again offer you the opportunity
of activating EC. DON’T FORGET…
If you top up whilst in Emergency Credit
To activate your Emergency Credit press the
you need to:
E-Credit button on the bottom left-hand side of
the screen. • Fully repay the Emergency Credit that
you have used
• Make sure you top up to bring your
account into a credit balance of at
least €2.
Example: If you use €3 of Emergency
Credit, then you need to top up at least €5.
To find out just how much Emergency
Credit you’ve left press Menu, then
Electricity to view.

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 FAQ
What happens if my
Emergency Credit runs out?
If you are using Emergency Credit, you need To give you even more peace of mind, we
to top up your account as soon as possible guarantee your supply WILL NOT be turned
to ensure no disruption to your supply. If your off on the following key holiday dates:
Emergency Credit runs out between 5pm-
9am on week days or 5pm Friday - 9am
Monday, our friendly credit will be applied.
We’ve got fixed public holidays covered too.

Fixed Public Holidays

Christmas Eve (24 Dec) Christmas Day (25 Dec)
St. Stephens Day (26 Dec) New Year’s Eve (31 Dec)
New Years Day (1 Jan) St. Patrick’s Day (17 Mar)
Top Up
Up ByText
By Tex

Top Up Pinergy Smart App Local

Local
By Payzone
Payzone
Text 185094
1850 9

Top Up pinergy.ie Youwill

IMPORTANT:You
LocalIMPORTANT:
Payzone
willneed
needthis
thiscard
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identifyyour
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0818 36 37 49
accountwhen
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up.up.

Local Payzone
IMPORTANT: You will need this card to identify your account when you top up.
Remember in the unlikely event that all Friendly and Emergency Credit has been used, you
IMPORTANT: You will need this card to identify your account when you top up.
may lose power to your home.

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 | 0818 36 37 49

What is Friendly Credit?

If for some reason you are unable to top up your account and you have used all of your
Emergency Credit our Friendly Credit is applied. Friendly Credit ensures you will not be
disconnected between 5pm-9am weekdays and from 5pm Friday to 9am Monday morning.

If you have used your Emergency and Friendly Credit, the next time you buy electricity you
must pay these balances off.

Because each needs a minimum of €2 to work, you’ll need to factor this in too. For example,
if you’ve gone into Emergency €5 Credit and used €4 of Friendly Credit, you’ll need to top up
your Budget Controller by at least €11.

Here’s the maths…

€5 to pay off the Emergency Credit Remember
€4 to pay off the Friendly Credit to restore power you
and €2 to get the Budget Controller going must always be in credit
by at least €2.00

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FAQ
What happens if my supply goes off?
If you run out of Emergency Credit and Confirm and then press ‘B’ to Connect.
Friendly Credit you will need to top up your If you’ve lost your electricity supply, but you
Pinergy Smart System as soon as you can. do have credit on your Pinergy Smart System,
Don’t forget all our easy and convenient top contact ESB Networks on 0818 36 37 49 for
up options. To restore power after topping assistance.
up, press ‘0’ on the keypad, then press ‘A’ to

What if I lose my card?

Don’t worry, the card can’t be used with When you call us, we’ll also give you your 19-
any other Pinergy Smart System. You won’t digit Pinergy Smart Customer Card number,
lose any money and no one else can use so that you can buy a top up at your local
your credit. Just contact Pinergy Customer Payzone outlet or at pinergy.ie, while you wait
Services 0818 36 37 49, report the loss, and for the new cards to arrive in the post. It may
we’ll arrange for a new card to be sent to be useful to keep a record of your Card
you*. Number on the back cover of this booklet just
in case.

What if I lose the receipt?

It’s a good idea to keep your receipts in a the code to you free of charge. Or you can call
safe place. But if you do lose a receipt before into the Payzone outlet where you made your
you have had the opportunity to enter the purchase and they’ll re-issue you with the last
PowerCode into the Pinergy Smart System receipt you bought, free of charge.
just ring Pinergy Customer Services on
0818 36 37 49 and we’ll be happy to re-issue

*A small charge may be applicable.

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What happens if I move?

Just let us know if you’re planning to move Remember, you need to contact us to get
house. Call our Customer Services Team on your refund. The Pinergy Smart Customer
0818 36 37 49 and talk us through your Cards are part of the Pinergy Smart System
plans. We’ll arrange for any credit to be – don’t bring it with you! Just leave it with
refunded to you or transferred to your next the User Guide so that the next occupier can
Pinergy Smart System. contact us and start topping-up.

What happens to my credit if

I change supplier?
If you wish to change electricity supplier Please note, any free credit or gratuity
please call us on 0818 36 37 49 so we can received from us is non-refundable. All
arrange to have your meter removed and refunds will be issued by bank transfer to your
returned to us. Once our engineer has called nominated bank account within 30 days of
to remove your meter, we will verify any meter removal.
remaining credit balance and a refund will
be processed.

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FAQ

Troubleshooting
My IHD is not pairing/re-pairing
Contact us on 0818 36 37 49 and confirm that the pairing/binding window at the unit end is
open while you try to pair the IHD with it. Ensure that the IHD is powered-on when the pairing/
binding window at the unit end is open.
I’ve topped up my meter but still don’t have power
To restore power after topping up, press ‘0’ on the keypad, then press A
‘ ’ to Confirm and then
press ‘B’ to Connect.
My meter is saying low credit and I can’t top up right now
If you have run to low credit on your meter and are not in a position to top up, you can activate
your €5 emergency credit. This Emergency Credit will be recouped by us the next time you top
up. To activate your emergency credit, for Pinergy Classic customers press any button on your
Freedom Unit or for Pinergy Smart customers press A ‘ ccept’ on your IHD (In Home Display).
I’ve topped up but my credit has not gone on to my meter
Your meter may not have had a signal for the credit to go on automatically. Try keying the code
directly in to the meter by pressing A, enter your code and then press B. Or on the IHD, press
‘Menu’, A ‘ ccount’, ‘Electricity’ and enter your code.

My Pinergy Smart is paired but the home screen displays ‘__’ instead of a value ‘__’ indicates
that the IHD is not receiving data. If the Network icon is replaced with , then the IHD is not
communicating with your unit. Please contact us for assistance.

Pinergy Smart System conforms to all the

Compliance essential requirements of EU Directive 1999/5/
EC, WEEE 2002/96/EC and complies with RoHS.

Follow the local safety norms to dispose of the

batteries and the product safely at the end of
their life.

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Save money with our energy

saving tips
Understand Your Base Load REMEMBER Your Average Base
Use your Pinergy Smart System to reduce Load Amount.
your electricity costs. Press Menu followed by the Electricity icon
The Base Load is the minimum amount of to check your Base Load either when you
electricity your home needs to run on when are at home and each time you leave home
no one is there. to make sure the Base Load is close to your
initial reading. If it is not close to this check
SWITCH OFF everything excluding essential
what’s left on before you leave!
appliances like your fridge, then press Menu,
then press the Electricity icon twice, to
Switch it off and save!!
show you your kW/h usage when your home
is using the minimum amount of electricity
required. This is your Base Load which you
should recall.
About 80watts (0.08kW) is a reasonable
average for a home to run on when no one
is there.

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Using the IHD on batteries
– perform an energy audit
of your home appliances
Your display should be normally connected to mains power at all times. However, the display
can operate on batteries for short periods. This allows you to disconnect the unit from mains
power and move it around your home to identify how much energy is consumed by individual
appliances.

To operate the display on battery power,

insert two AAA batteries in the battery
compartment at the rear, making sure that
they are the correct way round, and then
press the battery button located on the left-
hand side of the unit. When using batteries
the display will turn off automatically after
approximately 90 seconds, if there is no user
interaction, in order to preserve battery power.
To turn the display on again, press the battery
Battery Switch
button. A battery strength indicator icon will
appear in the top right corner of the screen
when the battery charge is low. Batteries must
be replaced when discharged.
Note: On battery power, the display will not
give audible alarms.

! USE ONLY NON-RECHARGEABLE

ALKALINE BATTERIES

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 Special Services
Register for
Vulnerable Customers
ESB Networks have created a Special
Services Register for customers who, due
to advanced age, physical or mental health
difficulties, need additional requirements
when it comes to their electricity supply.

If you require additional assistance with

your electricity supply e.g. braille bills,
large print or talking bills, or have mobility
diffi
culties please call our Customer
Service team on 0818 36 37 49
#
Special Services
To register with us as a Special Service customer please complete the form below.
When registering as a Special Services customer with Pinergy and under the Commission for Regulation of Utilities
(CRU) guidelines you waive your entitlement to the restrictions on the disconnection between 1st November and 31st
March in circumstances where you do not purchase sufficient credit.

Pinergy Card Number MPRN

Name (Account Holder)

Name of Person to be Registered (if different from the above)

Address (Account Holder)

Landline Mobile

Email

Registration Category (please tick)

Mental Health (Certification required) Language Difficulty
Deaf or Hard of Hearing Speech Difficulty
Blind or Partially Sighted Learning Difficulty
Elderly (aged 66 or over) Dexterity Impaired
Mobility Difficulty Other (please specify)

Pinergy reserves the right to request you to provide further evidence of your
#

entitlement to these services.

Signature Date
| 0818 36 37 49

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Use this space to record your:

PINERGY Card No:

Nearest Payzone: