Whether you have questions about your account, need technical support, or want to explore our features, you’ll find all the answers here.
Get the answers to the most important questions about data collection.
Get the answers to the most important questions about moving in or out.
A refundable security deposit may be required at the time of registration. The deposit shall be returned upon closure of the account, subject to full settlement of all outstanding charges. - Documents required for deposit refund: Completed and signed bank transfer refund form Valid Emirates ID Official IBAN letter issued by the bank.
For any issues, please email the project team, call or WhatsApp us at 800 istaME. Our team will promptly investigate and assist.
For any technical issues related to your unit, please reach out to our customer service team. We will coordinate with the technical department to conduct the necessary inspections and provide a resolution.
Resolution time varies by issue complexity, but we aim to respond within 24–48 hours.
Yes, our online portal MY ista lets you view bills, track usage, make payments, and manage your account.
Your bill is sent via email on your registered email ID each month each month. You can also check your invoices by logging into our customer portal.
Customers can conveniently make payments through our secure online payment gateway, ensuring fast, seamless, and protected transactions, or via bank transfers where applicable.
Yes, you can pay your bill online via our website’s payment portal. Simply log in, click on quick pay, enter your account details, and proceed with the payment.
** Invoice Number: Bill Number to be mentioned as per chilled water invoices.
Please see number (4) onthe chilled water invoice.Please see below in RED
Late payments may result in penalties or service disruptions. If you’re facing difficulties making a payment, please contact our support team to discuss possible solutions.
Disconnection procedures are usually an ultimate step, when long outstanding payments are not settled by the end user and ista's client needs to ensure that the receivables are capped in order to minimise the risk of bad debt. To avoid this process, End users are urged to refer to the Bill Due Date mentioned on the bill and to ensure settlement on or before the due date.
Reconnection following a disconnection due to overdue payments, occurs Sundays to Thursdays, between 9 AM – 5 PM.
Service will only be restored once:
Your consumption is measured using BTU meters installed for your unit. These meters track the amount of chilled water used for cooling, and your bill is based on actual usage.
Sub-metering is defined as measuring the individual energy consumption inside the building in order to allocate charges invoiced by the utility (e.g. district cooling provider) to each individual end user based on their consumption, registered by individual meters.
Sub-metering enables fair billing as occupants will only pay for their own energy consumption. This will allow occupants to be in full control of their energy consumption and charges. It is proven that sub-metering enhances the responsible usage and generates energy savings to reduce impact on environment.
ista uses advanced BTU metering technology to accurately measure your cooling energy consumption. These meters are installed for your unit and automatically record usage.
You can access your consumption details through our online portal. This allows you to track your monthly usage and manage your energy consumption efficiently.
If you notice any discrepancies in your bill, please contact our customer support team. We will review your meter readings and billing records to resolve any issues.
A BTU (British Thermal Unit) meter measures the amount of thermal energy consumed by your cooling system. It calculates energy usage by measuring the flow rate of water and the temperature difference between the inlet and outlet pipes. This data is then used to determine the amount of energy transferred, typically expressed in BTUs or kilowatt-hours (kWh).
Your bill depends on your cooling consumption, which can change based on factors such as outdoor temperatures, thermostat settings, and occupancy levels.
Registration can be completed either online or with the assistance of our customer service team.
Our strength lies in our personalised service, backed up by our market-leading portals, giving our customers 24/7 access to their energy data, on one bespoke platform.
ista is a leading provider of energy management solutions, specializing in sub-metering and billing services for cooling (chiller) and energy consumption in residential and commercial properties.
We offer metering, billing, and energy efficiency solutions for cooling and other utilities. Our services include meter installation, consumption monitoring, invoice generation, payment collections and customer support.
ista operates across various properties and developments in the Middle East. If you're unsure whether your property is serviced by us, please contact our support team.
You can reach our customer support team via email, phone, or through our website’s contact form. Our support team is available to assist you with any inquiries related to billing, consumption, and service issues.