As Connect is an entirely online energy offering, we encourage Direct Debit payment – so you're all sorted from day one with no worries about arranging payment. We can arrange one-off payments by debit or credit card, but these incur a £20 fee plus VAT per transaction. 

You can update your payment details in your online Account - or use the webchat service where one of the team can help you do this.

You'll be billed monthly and we'll let you know when it's ready to view in your online Account.

All of your invoices are available on your account online. You can download and even print them for your records.

This could be because we've used an estimated read. Please get in touch with our team via Webchat who will be able to help. We may ask for a photograph of your meter with the actual read.

You will automatically be charged the standard rate 20% VAT unless you complete a declaration form for the reduced rate of 5% VAT. If you have more than one account with us you will need to fill out a separate form for each account. To start this process, please request a form from the Webchat and one of the team will ping it over and take you through the process.

If you qualify for VAT at 5% then you are exempt from the CCL charges. The Climate Change Levy (CCL) is a Government tax on the use of both gas and electricity by businesses, agriculture and the public sector. When CCL has been charged, it will appear as a separate line on your invoice.

A kilowatt-hour (or kWh) is the unit of energy used to measure how much gas and electricity you’re using. For example an item labelled as being 1kW being used for an hour would use 1kWh.

The standing charge is too cover the cost of having access to the electricity and gas supplies. Similar to a phone line, you pay a charge to have access to the line and then pay for any usage on top.

Please click on the link that accompanies your invoice or here to our handy guide on how to read your invoice. You can also contact us via the webchat  where a member of the team will be happy to help.

Your contract will not automatically renew. We will let you know in good time what your options are for when you're approaching your contract end.

Sometimes we don’t get things right and we want to make this process as hassle-free as possible. Please check out our complaints webpage that outlines the entire process and how to kick this off.

Please call the appropriate number which are all located our emergencies page.

Please let our team know via Webchat at least 28 days before this is due to happen so we can start making the necessary transfers. We’ll fill you in on all the requirements once you kick off the webchat with one of our energy experts. There is also an area in your online Account that our team will guide you to where you can help us by giving and uploading various files to make the process nice and efficient.

For you to register for your Connect account, we’ll send you an email with a unique link. You’ll need to choose your password and follow the on-screen instructions to set up your account. When you’ve registered, you’ll be able to manage your business energy by logging in to your online account with your email address and password.

If you can’t get into your account, try resetting your password from the log in page. Alternatively, contact us by emailing support@connect.total.co.uk

Our team of UK-based Webchat energy experts are on hand to help you every step of the way. Just log in and look for the Webchat icon and start chatting.

If you can't do this, you can always drop as an email at support@connect.total.co.uk. 

As we are all online and keep our costs low, we have no call centre.

Our friendly web based chat team are on-hand every Monday- Friday 9.00am till 5.00pm

If you are experiencing issues loading webchat try the options:   

Check you have javascript enabled by clicking this link www.whatismybrowser.com or www.enable-javascript.com - the webpage will tell you whether javascript is enabled or not. Also check that you don't have any tools or settings blocking cookies on sites you visit. You must have cookies and javascript enabled to use our website.      

On your desktop or laptop try completing a hard refresh by loading our webpage then click Ctrl + F5 simultaneously; the page will refresh, this may resolve any caching issues. 

Try accessing webchat from another device or browser i.e. another laptop, tablet or mobile.        

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