We’ve released a new version of your Pure Planet app and web account.
In this release we’ve now given our Members a way to access a refund of excess credit directly from the Pure Planet app.
Tap on ‘Manage your balance and payments’ from the app home screen. If you’ve built up credit, you’ll now see an option to get a refund.
To avoid our Members from falling into debit, there might be times when you won’t see the refund option:
- If we’ve not had a meter reading from you in the last 60 days
- If you’ve not had a bill in the last 32 days
Refunds accessed from your Pure Planet app will take up to five working days to appear in your bank account.
We’re also limiting refunds to £200 and we won’t issue a refund if it’ll put your account in debit. This new feature is not, for now, available in the web account. It’s app-only.
We’re still carrying out our regular account reviews to make sure your Direct Debit payments and energy usage stays on track. We review accounts every six months, but you can request a review, too.
This new app release also has a few bug fixes. This includes the return of the link to the community from the main ‘Help’ dashboard in your app.
Remember the latest version of the app may not appear for everyone straight away. It usually takes up to 24 hours for all app stores to be updated.
Updated Tuesday 14 September
Just to let you know there’s a small app release today which has a ‘hot fix’ for a bug reported by
This means the latest version of the PP app is now 9.2.14.
You may also like: Help us test new ways to log into your Pure Planet app