The app rejects a document when it can't find what it needs in it. The message under the upload field says why. Send the complete electricity bill for the home (all pages), less than one year old, as a PDF, JPG, PNG, WebP or HEIC file, under 10 MB. It must show the address of the property, your PDL / PRM (14 digits) and your tariff option ("Is my document valid?").
Where to send it
Website: "Your Account", "Home" tab. App: gear icon, "My equipment", "My homes". For a contract change: "Update my contract".
The message shown
"Accepted formats…" or "File must be under 10 MB": choose another file.
"The uploaded file doesn't appear to be a valid electricity invoice…": send the bill.
"The invoice is more than a year old…": use the latest one.
"This residence already exists in your account.": this meter is already registered.
"We couldn't find the meter number (PDL) on this invoice…" or "We couldn't read your rates on this invoice…" (contract update): send all pages of the latest bill.
"This invoice is for another meter than this home's…" (update): check the PDL; if you have moved, add the new home.
Payment schedule, building-managed charging, no bill
Payment schedule, certificate, special terms: when setting up an individual home or a charger linked to its Linky meter, tap "My bill doesn't include this information"; our team checks it (you get an email when it is done). Not in the contract update.
Charging operator in a shared building: the operator's latest bill; for a contract update, you can also describe how the building bills charging.
No bill: see "I live in a house but don't have an electricity bill yet".
Still seeing the message with the right bill? Write to us with the exact message.