We’d love to hear from you and always trying to improve the experience for our users! Any feedback, suggestions and ideas you have can be emailed to email@example.com
Who are you?
Hi! We’re WonderBill. We’re a UK company with offices in Canary Wharf and Manchester and we launched in May 2016.
What do you actually do?
We run an online service that lets you connect your household bill providers so you can see all your bills in one place. You can then use our comparison tool to find better deals and switch providers. You can only currently use WonderBill in the UK.
How much does WonderBill cost?
WonderBill is completely free! We don’t charge you to use our service.
Why should I use WonderBill?
We’re here to help you get bill brave. That means being totally up to date with everything you’re spending on your household bills and being sure that you’re on the best tariffs and contracts available. WonderBill can give you all of this information, straight from your phone.
How do you make money?
We don’t ask you to pay any fees when you use WonderBill and our service is totally free. Like most comparison services, we make money from commission fees that providers pay us when you switch. Our switching recommendations are provided by Energylinx and Recombu. You can find out more about them here and here.
Who started WonderBill?
WonderBill was born from a creative partnership between Shell Technology Ventures (the venturing arm of Shell new Energies) and BCG Digital Ventures. Both are founding investors and continue to be very supportive.
What’s your relationship with Shell?
Shell and BCG Digital Ventures are shareholders in WonderBill. Shell’s interest in WonderBill is focused on exploring how digital technologies can best support their approach and help improve customers’ lives.
Are you affiliated with any energy companies?
Shell are a shareholder in WonderBill and also owns First Utility. The two (WonderBill and First Utility) however are separate and distinct companies, independently run and operated under separate management.
Can I use WonderBill if I don’t live in the UK?
At the moment, WonderBill is only available to residents of the United Kingdom. If you live in the UK and have accounts held overseas, they unfortunately aren’t supported. International expansion is something we’re looking at in the future though, and we’d love to hear from you if you’re interested in WonderBill in your location.
How do I connect my first provider?
On our app, just tap Providers on the bottom of the screen then tap Add a new provider. On our website you can select Add account. You’ll be asked for your login details, usually your email address and password. Once you’ve confirmed your login details, we’ll then begin connecting your provider. You can check progress on your timeline and we’ll email you when we’ve connected your provider to your WonderBill account.
How long does it take to connect a provider?
Once we’ve checked your provider login details we aim to have your provider connected within 30 minutes to 1 hour. However, some providers may take longer to connect and in these cases it should take no longer than 48 hours. You can check your timeline for progress updates.
How do I find better deals and switch provider?
You can find provider comparisons on the Deals screen of our app. On the WonderBill website you can use the Better Deals banner for the service you’d like to compare.
Using the Timeline screen
Your Timeline screen shows you all your payments and bill PDFs in rows. The rows are ordered chronologically and split into months. From your timeline you can see the amount of each payment listed on the right side of the screen. If there’s a PDF icon, that means you can open and download or share a bill PDF by clicking on the row. You’ll be able to see your bills from December 2017 onwards.
Using the Providers screen
Your Providers screen shows you the providers you currently have connected to your WonderBill account. If you’d like to see a total history of a specific provider you can tap on the provider name and check out all past payments and statements. You’ll also be able to see the last time the account was checked and update your login details.
This is also where you can add a new provider or regular payment. Just tap Add a new provider.
Using the Deals screen
Your Deals screen is where you can find provider comparisons for gas, electricity, broadband, mobile, landline and TV. Tap the service you’d like to compare and you’ll be taken to our switching form. Where you have linked providers we’ll often be able to prefill some data fields for you to make switching providers much simpler.
Using the Settings screen
What's the difference between a provider account and a regular payment?
For provider accounts, we connect to your online account with your username and password to gather your latest bills, payments, usage and account details. This is great for accounts that fluctuate each month (like energy, TV or mobile) because it means you'll always have the latest bills and information in your WonderBill account.
Regular payments don't have bills attached to them, but are there to represent recurring payments you make each month. This could be your rent, your gym membership or any charity donations. Adding regular payments like this means WonderBill can give you a true representation of how much you spend each month.
What does the PDF icon mean?
When there’s a PDF (Portable Document Format) icon on one of the rows on your timeline, that means there’s a PDF version of your bill available. You can tap on the row to open it on your phone and tap Share in the top right corner to message or email your bill as well as saving or printing it.
How do I update my personal details?
On the WonderBill app, just tap settings and you can update your email address, password, name, phone number and email preferences.
On our website, select the three dot icons in the top right corner and then select Settings.
How do I update my provider username or password?
On the WonderBill app, you can access the provider details page by tapping Providers, selecting the provider whose login details you need to update, then tapping the cog icon in the top right corner.
On our website, select the provider then Manage account option.
How do I add accounts that I can’t connect/you don’t support?
We’re constantly working on adding new providers to WonderBill. We'll be growing the categories and providers we support in the near future. If your provider isn’t available yet, you can request it emailing us at firstname.lastname@example.org. We'll prioritise the providers that are requested most frequently. Alternatively you also have the option to add a regular payment.
Why do I have ‘account error’ on one of my provider rows?
Account error means we aren’t able to get your billing account information. The reasons for this include accounts being in foreign currencies, or when we can’t access your payment information due to you paying through another service e.g. paying for Spotify through your mobile phone provider.
You can email email@example.com and we can take a look at your account to see if we can update it.
Why don’t my provider login details work?
Copying and pasting your login details from one website to another isn’t the best way to put your details into WonderBill because this can cause your username or password to be input incorrectly.
We recommend typing your password in and then using the eye icon to reveal what you’ve typed to make sure it’s correct. Always check for spaces at the beginning and end of your passwords and usernames before confirming them on your WonderBill account.
Some providers also require different information when logging in like a phone number instead of a username or an account number. We’ll prompt you for the right information so always check you’re putting the correct information before confirming.
Why is my provider account showing as closed?
We’ve taken a look at your account and can see that your account has now closed and there won’t be any further information that we can update on your timeline.
How do I verify my WonderBill account?
When you sign up to WonderBill you should receive an email asking you to confirm your WonderBill account (if it doesn’t arrive please also check your junk folder). Once you click the link in the confirm account email you should be able to log in to your WonderBill account.
If after checking your junk folder you still haven’t received an email, you can request another confirmation email on our app or website. If you don’t receive a second confirmation email, you can contact us at firstname.lastname@example.org.
My account hasn’t been updated - what can I do?
If your WonderBill account is missing a bill for a recent or current month, please email email@example.com and we’ll look into it for you.
What’s the best way of contacting you?
The best way to contact us is to email firstname.lastname@example.org. We can direct you to the relevant department if your query is more specific.
How do I make a complaint?
We always want to provide the best service for our customers, however we sometimes don’t get things right and we want you to tell us. To make a formal complaint please email email@example.com stating you’d like to make a formal complaint and we will follow our complaints procedure to resolve your complaint.
What is switching?
Switching is the term used when you decide to change your provider (e.g. British Gas, E.On, BT etc) for a particular service (gas, electricity, broadband etc). WonderBill offers the opportunity to switch service providers meaning you could potentially save money, find a better deal or get better service from a trusted provider.
You can find out more by clicking the Deals icon in our app or choosing the service you’d like to compare when you’re logged into our website.
How can I switch TV, broadband, landline or mobile provider?
To switch any of these services, head to the deals screen on the WonderBill app. If you’d like to compare TV, broadband or landline providers, tap Broadband and we’ll show you multimedia deals. The wi-fi, phone and TV icons will indicate which services the provider is offering. Tap the provider you’re interested in and we’ll forward you to their website to show you more information.
If you’d like to compare mobile contracts, tap mobile and we’ll show you contracts available across the whole mobile market. Tap any phone you’re interested in and we’ll forward you to the provider website to show you more information. Our TV, broadband, landline and mobile deals are provided to us by Recombu.
Who are Recombu?
How is the amount I can save on gas and/or electricity calculated?
The amount you save depends on a few factors including the current amount you pay monthly or the amount of energy you consume on an annual basis in kWh (kilowatts per hour), whether the new tariff offers a discount for dual fuel (having both electricity and gas on the same tariff) and whether you are already on a cheaper tariff.
Our switching partner Energylinx, who provide us with all of our gas and electricity deals, use an algorithm to calculate this independently and fairly. WonderBill does not influence what providers, deals or savings are shown in the deal table.
Why is my gas and/or electricity comparison search not returning any results/better tariffs?
Sometimes you might be on a tariff that is just right for you and there isn’t a better one on the market. For example, this might be because you recently changed to a new deal and prices have risen in the meantime.
If this is the case, your search may not return any results where you could save money. This will be clearly stated at the top of the results page. If you’re at all unsure then please contact firstname.lastname@example.org.
Who are Energylinx?
We’ve partnered with one of the UK’s biggest gas and electricity comparison services so we can show you the best deals available on the market. Energylinx is regulated by Ofgem and is accredited by the confidence code to compare energy for domestic energy users.
What is the confidence code?
The confidence code is a code of practice that governs independent energy price comparison sites ensuring the energy prices are calculated accurately and are displayed in a fair and unbiased way. Energylinx are members of the confidence code.
How long does it take to switch my accounts?
When you’ve decided you want to switch gas and/or electricity providers with us, expect the process to take between 14 and 17 days.
The first 14 days are a cooling off period in case you change your mind. At the end of that period, you will be switched within 3 days. Your new provider will be in touch with you to organise everything.
Once you're set up with your new provider, don't forget to connect them to your WonderBill account so you can stay on top of all of your bills!
Will there be any interruptions to my gas and/or electricity service when I switch?
Your supply will not be affected in any way. Your new provider will handle most of the work to get you switched.
What do I need to do once I have chosen a new gas and/or electricity provider?
Simply finish filling out the switching form and enter the details including your address and bank account information.
In the next few days you’ll be called or emailed by your current provider for a closing meter reading. Once they have a closing meter reading you’ll have a 14 day cooling off period in case you change your mind.
You’ll receive your final bill after you’ve requested to switch. If you pay by direct debit or standing order, make sure to cancel these after you’ve paid.
After 14 days your old provider will hand over your details to your new provider. Once this has been processed and you confirm your switch you should receive an email from your new provider within 7 days.
You don’t need to do anything more than set up your online account with your new provider and then connect it to your WonderBill account.
Why do you need my bank details to switch?
This allows Energylinx to pass your banking information to the new provider you are switching to so that they can take payment for the services they supply you with.
Energylinx delete your sensitive personal information (including data like your date of birth and bank details) within one month of your switch being requested.
Who can I contact with questions about my switch?
If you have a question or need some clarity around your switch, email email@example.com and we’ll do our best to help.
I want to cancel my switch, how do I do that?
Once you confirm you’d like to switch energy providers you have a 14 day cooling off period where you can choose to cancel your switch and stay with your current energy provider at no cost to you.
After the 14 days elapse you may be liable for an exit fee if one is associated with your new tariff. If you’re thinking you want to cancel your switch you can get in touch with firstname.lastname@example.org and we can help you with this.
What do I do when I have switched gas and/or electricity provider?
You need to set up an online account with your new provider and then you need to connect your new provider to your WonderBill account. This allows us to provide you a better understanding of your household outgoings with all of your bills in one place.
Who regulates gas and electricity providers?
Ofgem is the independent energy regulator for both gas and electricity. Ofgem are also tasked with ensuring providers are able to supply sufficient energy to meet the demands of their customers.
Are you compliant with the GDPR?
We’re committed to the protection of your personal data and have been working hard behind the scenes to ensure WonderBill is fully compliant with the General Data Protection Regulation (GDPR) and relevant UK Data Protection legislation.
The GDPR doesn’t change what we use your personal information for, but it makes it easier for you to find out what we hold and for you to exercise your rights. You can find out more about deleting your account and Subject Access Requests at the bottom of this page.
Is my data secure?
Security is our highest priority and we take a multi-layer approach to information security
to protect your data. We employ secure design principles and abide by the least privilege model in order to prevent unauthorised access.
We use strict access control mechanisms, network and service isolation and encryption to make sure that your information is secure. You can find out more about our security here.
Is it safe to give out my provider details?
At WonderBill we respect the trust our customers give us. We reflect that in every decision we make and as we’re developing and growing our platform.
When you connect your account we encrypt your provider details in our purpose built vault, which can only ever be accessed by our platform to retrieve your bill information for you. You can find out more about the way we handle your data here.
How do you keep my details secure?
Security has always been a primary focus for WonderBill. Along with following industry standards with features like data encryption, regular security updates and monitoring, we also apply a layered approach to our security controls to protect our systems and your information. We’ll never share your personal data with anyone without your permission. You can find out more about our security here.
How do I adjust my marketing preferences?
Your personal information helps us give you the best service possible. If you opt-in to marketing communications you’ll receive messages occasionally. You can opt out from these at any time by following the unsubscribe links in any email or SMS (text) marketing that we send you, or by updating your communications preferences within the WonderBill app.
How is my personal data used? Do you sell it to advertising companies?
Your personal data is never sold to third parties. It is only used to provide you with the WonderBill service. This may include:
Knowing which products and services you’re using and telling you about possible savings on your household bills.
Sending you service updates and information e.g. notifications that a new bill is available, that your contract has expired or that your provider is increasing their prices.
Allowing you to keep track of your household bills and being able to view the bill PDF.
Getting to know you as a customer so we can send you emails and offers we think are relevant to you, based on your use of our services, your purchase history, your participation in promotions, surveys and other digital channels.
With your consent, checking with authorised third party companies in cooperation with WonderBill such as utility providers and price comparison services.
How do I complete a Subject Access Request?
You have the right to ask for a copy of any personal information that we hold about you in our records to correct any inaccuracies, to update any out of date information or delete your personal data and/or entire WonderBill account. If you wish to exercise any of these rights, please email email@example.com
We’ll need validation from you in order to process your request to ensure we’re protecting all of our customers. Under the new Data Protection Regulations we are required to complete your request within 28 days.
How do I delete my WonderBill account?
We know that WonderBill might not be for everyone and that you may want to stop using our service. We’ll be sorry to see you go but we understand.
If you want to delete your entire WonderBill account, you can do so by emailing firstname.lastname@example.org with the name and email address you used to create your account.
Once we’ve received your deletion request we’ll send a confirmation email and will ask you for feedback on your experience in using WonderBill. We really appreciate any feedback and suggestions you have.
We will then process your account deletion request which means removing all information that’s identifiable to you from our systems and database. Please note that whilst your account is in the process of being deleted you may still receive messages about the accounts you have connected. These will stop when we have confirmed by email that your account has been deleted.
How long does deleting my account take?
GDPR stipulates that deletion should take no longer than 28 days, however we aim to delete your information within 1 business day and we’ll email you once all your information has been deleted. If you haven’t received confirmation that your account has been deleted within this time, please email email@example.com.
**Please note, that deleting the WonderBill app from your device will not mean that your WonderBill account is deleted. To remove all information from our platform please email firstname.lastname@example.org.