FAQs

General

Can I switch supplier with debt on my meter?

From 01 April 2015, the threshold for customers switching supplier with debt on their meter increased from up to £200 to up to £500. However, a supplier may reject your transfer if you are still in a fixed contract period, unless an exit fee is paid (if applicable), or if you have not made arrangements to pass the debt on to your new supplier.

How do I inform you of the death of an Economy Energy customer?

When a customer of Economy Energy sadly passes away, we'll need you to contact us with the following information:

  • Confirmation of the meter readings for gas and electricity
  • Key/card to be returned to Economy Energy

Our Customer Service Centre will be able to talk you through everything you need to do. Our number is 0333 103 9053.

Can I give my meter readings over the phone?

We are happy for you to give us your meter readings over the phone and we will update our systems accordingly.

I'm going on holiday and have a pre-payment meter. Will I still need to top up?

Yes – you’ll need to ensure you have enough credit on your meter to cover your daily standing charge and any usage while you’re away. If your credit runs out, your power will cut off and any appliances that are on will switch off e.g. your fridge/freezer.

What about engineer visits, missed call outs and meter readers?

We have a pool of engineers for both gas and electric. This ensures a timely resolution to your problem (usually within 3 – 4 hours). If your property is empty we will book a non-emergency appointment. This will be relevant only if there is no vulnerability on site or the property is empty.

There is a missed call-out fee, which we will discuss with you over the phone.

We are happy for you to give us your meter readings over the phone and we will update our systems accordingly.

What is a standing charge?

Depending on your tariff you might have a daily fixed charge that goes towards the cost of supplying services to your home. It includes the cost of the wires , pipes and maintenance of your meters.

What are MPAN and MPRN numbers?

An MPAN is the number that identifies your electricity supply. The MPRN is the equivalent for your gas supply.

  • MPAN stands for Meter Point Administration Number - it's for electricity
  • MPRN stands for Meter Point Reference Number - it's for gas

When you join Economy Energy, we ask you to check these numbers before your cooling-off period ends. That’s to make sure we take over your home’s supply – and no one else’s. To see where to find them please see our handy guides to gas and electricity meters.

I’m moving home. What do I need to do?

If you’re planning to move house, please contact us on 0333 103 9053 and we can arrange for any credit to be refunded. We can also provide you with a quote for your new property.

If Economy Energy supply your new home

Please get in touch with us straight away so we can set up Economy Energy account in your new home. If there’s a different meter to the one you’re used to, we can tell you how to use it.

In the meantime, ask the person moving out to leave you any payment cards, keys or instructions that may go with the meter in your new home.

Why has my previous energy supplier objected to my switch to Economy Energy?

Unfortunately, we don’t know! We can’t get access to this information as it’s confidential between you and your previous supplier. However, the most usual reason for an energy company objecting to a switch is that you’re in debt to them, so you’ll need to look into this.

Even if you think you’ve cleared everything, it might be that you’ve forgotten about some emergency credit or standing charges. We can’t act as a go-between – you’ll need to talk to your previous supplier yourself. The best thing is for you to call them and ask why they’ve raised an objection. Once you’ve sorted out the problem, we can start trying to take over your supply again.

What is the Priority Services Register?

If you have specific needs or are medically dependent on your energy supply, you can apply to be on our Priority Services Register (PSR). We can provide extra services for customers who have specific requirements.

Our Priority Services Register is a way of ensuring we’re helping any customers who:

  • Need to be supported in a particular way.
  • Need tailored communications.
  • Would struggle to maintain their well-being if they lost their energy supply.

This helps us make certain we’re treating every customer as fairly as possible.

This means we can help with providing your statements in different formats (such as large print), we might be able to move your meter, we can send duplicate copies of any letters, documents or emails to a friend, carer or relative chosen by you. If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned off.

Once you’ve contacted us, we’ll register you over the phone or send you a form so you can apply to join our Priority Services Register. It’s completely free and confidential, and it means you’ll always get the help you need, particularly in an emergency.

Who is eligible to join the Priority Services Register?

Anyone who is vulnerable because of age, chronic illness, disability or personal circumstances. For example, you could apply if you’re:

  • A pensioner
  • Disabled
  • Chronically ill
  • Blind or partially sighted
  • Deaf or hearing impaired
  • Bedridden

You could also qualify to join the PSR if your movement is restricted or you have difficulty walking – if you’re in a wheelchair, for example. You might have a long-term or serious illness, a heart condition, arthritic hands, breathing difficulties or speech problems.

You should also apply if you depend on electricity to keep any of these running in your home:

  • Kidney dialysis machine
  • Heart/lung machine
  • Ventilator
  • Nebuliser
  • Oxygen concentrator
  • Apnoea monitor
  • Bath hoist
  • Stair lift

Can I apply for Priority Services Register on behalf of someone else?

Yes of course. If you’re a carer for, or a friend or relation of, an Economy Energy customer who you believe should be on the Priority Services Register, get in touch to let us know.

They could qualify to be on the Register if they have dementia or learning difficulties, if they’re confused, if they speak very little English (or none), or if they meet any of the criteria in the section above.

How can I apply to be on the Priority Services Register?

If you think you should be included on the Register, or you want to apply on someone else’s behalf, please get in touch with us by phone on 0333 103 9053.

Money Problems

We’re all human and sometimes talking about money troubles can be the first step towards sorting things out. If you’re struggling financially and falling behind with other household bills, StepChange Debt Charity may be able to help. Expert personal advice is available on Freephone 0800 138 1111 (Mon to Fri 8am - 8pm and Saturday 8am - 4pm), or online at www.stepchange.org

If you’re finding it difficult to top up

We’re all human and sometimes talking about money troubles can be the first step towards sorting things out. Give us a call, we will listen to your issue and try to find the most helpful and appropriate solution. We might be able to lend you the credit you can pay back or refer you to the debt specialist such as StepChange Debt Charity. If you’d rather speak to them rather than us, you can call on Freephone 0800 138 1111 (Mon to Fri 8am - 8pm and Saturday 8am - 4pm), or online at www.stepchange.org.

I've moved into a new property and there's debit on the meter? Can you help?

You should only ever pay for energy you use. You should give us a call as soon as you move in and provide your up to date opening meter reads. Our lines are open 8am-8pm Monday to Friday and 8am-6pm on Saturdays. We answer 90% of our calls in less than 60 seconds!

We will open the new account for you and only bill you for the time you lived there and energy you used.

My meter screen is blank. What should I do?

Give us a call right away. You meter should not go off supply, but we will need to book the non-emergency appointment for you. If you go off supply, we will treat it as urgent and send out an engineer right away.

My meter is showing battery fail error. What should I do?

Give us a call right away. You meter should not go off supply, but we will need to book the non-emergency appointment for you. If you go off supply, we will treat it as urgent and send out an engineer right away.

How do I know if I am on the right tariff?

Give is a quick call and we will be able to check for you. Pay attention to any of te bills or letters you receive from us. They often list the cheaper options available for you. If you are on the evergreen tariff, you might benefit from the fixed rate. We might also be able to install a smart meter for you allowing you to monitor your usage and to help you save even more.

What are your opening hours?

Our lines are open 8am-8pm Monday to Friday and 8am-6pm on Saturdays. We answer 90% of our calls in less than 60 seconds, and average call answering time is only 8 seconds!

What are your friendly credit hours?

We know that sometimes it’s hard to get to a PayPoint, so there are certain times when your meter won’t cut off, even if you’ve used up all your emergency credit.

If you run out of credit after 4pm weekdays, your electricity will not go off until 10am the next day.  If you run out after 4pm Friday, your electricity will not go off until 10am Monday, or Tuesday if it’s an English/Welsh bank holiday.

I’ve switched to Economy Energy recently. Can I still cancel?

When you sign up to us you have a 14 day of cooling off period where you can cancel for any reason and you will not pay any charges. If it’s been longer than that, you can still leave but some of our tariffs have small exit fees. Please see your welcome pack for details.

I still haven’t received my welcome pack?

Do not worry. Welcome packs can take up to 5 working days to arrive. If it has been longer than that give us a call and we will arrange to send one out for you. Or if you’d like to see one right away we can email you on the spot!

If you’re not happy with our service

You deserve the best possible service, but we don’t claim to be perfect and sometimes mistakes can happen. If they do, we’ll react fast and do everything we can to sort things out the very first time you get in touch.

To find out how to contact us, please see our complaints page.

How should I prepare for the winter?

It sounds simple, but try to budget for the colder weather in winter. When it gets cold outside you’ll use more energy to keep your house warm. Also if you haven’t been topping up your gas meter during summer months, the standing charge may have built up some debt on the meter (depending which tariff you’re on). Check your meters to make sure everything is ok, and if you do have some outstanding debt to pay factor it in when making your top-ups and make sure they last you as long as you need it to.

Where can I find a PayPoint?

You can find your closest PayPoints by searching with a postcode on their website www.paypoint.com/en-gb. If you haven’t used a PayPoint before, you’ll discover it’s very easy. There are over 28,300 PayPoint outlets in the UK, so there’s sure to be one near your home or workplace, and most of them are open 7 days a week.

Do you offer a warm home discount?

As we already provide some of the most affordable energy rates in the UK, we don’t currently participate in the warm home discount scheme, but watch this space!

Power cut or smell gas?

Go straight to our energy emergency page.


Smart Meters

What are smart meters?

Smart meters show you exactly how much gas and electricity you’re using and what you’re spending in pounds and pence. This information is displayed in near real time on a handy portable screen known as an in-home display. Smart meters also send automatic meter readings to us, your energy supplier. Everyone in Britain will get one. Smart meters will be fitted in 26 million homes by 2020 as part of a national rollout. It’s the biggest improvement to our energy system in decades.

What is an in-home display?

The in-home display is a clever little device with a touchscreen which lets you do lots of useful things; like see how much energy you have used, check your balance, and set top up alerts. It’s battery operated, can sit anywhere in your home and connects wirelessly to your smart meter.

Do I still need to provide meter readings?

No. You don’t have to do a thing. Smart meter sends the readings to Economy Energy automatically. Our meter readers may still call every 6 months just to complete safety inspections or if your meter is not communicating with us.

How often does the smart meter send information?

Smart meter updates the reading multiple times a day and we get a daily report of your usage.

Will I spend more because I have a smart meter?

No, the smart meter measures your energy usage accurately so you’ll be only charged for the energy you use. As meters send the automatic readings we don’t have to rely on estimates so you will never be overbilled because of it. By using your in-home display you can see how and when you use energy. Understanding how you use energy can help you to make changes that could save you money.

Does the same smart top up card work for both electricity and gas meters?

No, each meter will have its own top up card and they will only work with that exact meter. We’ve made it easy to distinguish which card is for which fuel, so you should have no trouble when topping up.

I want to book a Smart meter installation

Great – Phone one of our advisors on 0333 103 9053. Already have? Lots of people have requested smart meters. We’re getting them out to people as quickly as we can. As soon as there’s an engineer available in your area, we’ll call or email – whichever you requested to set a convenient date.

What happens if my smart meter runs out of credit?

If you’re about to run out of credit for gas or electricity, your smart meter can give you plenty of warning. You can set alerts in your in-home display to let you know when your credit’s getting low. Your in-home display will change light from a green to red, and bleep to let you know when you’re down to £2 of credit. However, you can set it to alert you at a different amount if you wish. Your first step should be to top up your credit – by visiting a PayPoint, online via our website www.economyenergy.co.uk/smart, over the phone or by text.

However, if for some reason you simply can’t top up right away, you may need to access your emergency credit option. You can activate your emergency credit through your in-home display or by using your smart meter keypad.

I haven’t received my top up cards yet?

Do not worry, cards can take up to 5 working days to arrive. If after five days you still haven’t received your new electricity key or gas card, please get in touch with us right away so we can arrange to send you a new one.  We’ll also provide your 19-digit card number in the meantime, which you can use to top up at any PayPoint outlet, online, over the phone or via text message.

What if I lose my top up cards?

Don’t worry your card can’t be used with any other meter. If you lose them, you won’t lose any money. Call us on 0333 103 9053 to report the loss and we will arrange for the new one to be sent out to you (charge might be applicable). We’ll also provide your 19-digit card number in the meantime, which you can use to top up at any PayPoint outlet, online, over the phone or via text message. It’s good to keep these stored in your phone for easy access.

Can I top up online?

Yes, you can top up online via our website. Register for the online payment service and top up on your laptop, mobile or tablet in the comfort of your home. Go to our smart page to register. When using it next time just log in with your email and password and follow the same steps. We advise to make your first top up is in store to ensure your payment card is registered.

What happens if I run out of credit?

If you run out of credit, you will be able to use your ‘Emergency Credit’ – this stops you losing power and gives you time to top up your meter. We supply all smart meters in prepayment mode with £10 emergency credit.

You’ll receive regular alarms from your in-home display telling you when your credit is running low – you can even set them to a level to suit you. Please note: you’ll have to manually activate your emergency credit using your in-home display. You’ll have to repay the emergency credit you use before any other emergency credit is made available. 

What if my top up doesn’t automatically credit my meter(s) and I have to manually enter my top up?

Sometimes (very rarely) your top up won’t go straight through to your meter. In that case you would have to manually top up using the in-home display. It’s really easy. To access your manual top up press account tab on the main menu screen, select gas or electricity (depending which fuel you want to top up) , followed by payment. Type in the ‘vend‘code you received when topping up in store, online or via text message (you can see it on every receipt) in the payment box. 

My manual top up using the in-home display didn’t work. How else can I top up my meter?

If your meter is not automatically credited, then you are able to manually top up using the ‘vend code’ on your receipt.  Press A on your meter; then enter the ‘vend’ top up code and finally press B – your meter should then be credited.

What happens if I lose my receipt before I’ve entered my top up code into the meter?

In the event that you lose your receipt, you can contact our customer service team on 0333 103 9053, who will have a history of all of your transactions and will be able to give you your top up code over the phone.

I’ve lost credit on my smart meter when I switched over from another supplier. What should I do?

If you have no credit on your meter, give our team a call and we will provide you with £5 goodwill credit to tide you over. We will then transfer the call to your previous supplier, so you can claim the refund back. You do not have to switch your supply back to them. This is something you are entitled to and your previous supplier should not prevent your switch.

My display is making a noise. What does it mean?

The audio alert on your display will sound if you go over your budget or your credit is coming to an end. You can switch it on and off in the ‘Settings screen’. 

What if I don’t access my emergency credit, or I use it up so it runs out?

If you don’t activate your emergency credit, your energy will disconnect. Don’t worry, you don’t have to stay off supply for long. As soon as you top up, you can switch it back on again.

What happens if I run out of credit in the middle of the night, or on a bank holiday?

We know that sometimes it’s hard to get to a PayPoint, so there are certain times when your meter won’t cut off, even if you’ve used up all your emergency credit.

If you run out of credit after 4pm weekdays, your electricity will not go off until 10am Monday the next day.  If you run out after 4pm Friday, your electricity will not go off until 10am Monday, or Tuesday if it’s an English/Welsh bank holiday.

How much credit will I need to add if my meter cuts out?

You’ll need to add enough credit to cover the energy you’ve used since your balance reached £0, plus £10 (depending on how you’re topping up) to get your meter started again. Remember, if you ran out of credit at the start of a bank holiday weekend, you could have used 3 - 4 days’ worth of energy over the weekend, that you’ll now need to pay for. As soon as you’re back to a positive balance, you’ll have your energy supply back.

How can I use my in-home display to make sure I don’t run out of credit?

Your in-home display has a range of functions to help you keep an eye on your credit levels and set alerts to make sure you don’t run out of credit. 

Can my in-home display warn me when I’m getting low on credit?

If you go to the ‘Account info’ screen on your in-home display, the LED lights along the top of your in-home display should come on and they can also let you know if your credit is low. They are normally green, but as your credit falls they change from green to amber and then red. Once they reach red, your credit is very low and you may need to activate your emergency credit. 

There aren’t any lights on the top of my in-home display – how do I switch them on?

If the lights don’t come on, they’re probably switched off in your ‘Settings’ menu. It’s easy to switch them on:

  • Go to the main menu
  • Tap the ‘Settings’ menu
  • Tap the button by ‘LEDs’ so it changes from ‘Off’ to ‘On’

How will the in-home display let me know I’ve nearly reached my minimum credit level?

When your credit has nearly run out, your in-home display will display a message on the main menu screen, warning you that you’ll go off supply soon, and prompting you to activate your emergency credit.

If you’re in your gas or electricity ‘Account info’ screen on the in-home display, you’ll also be alerted by the lights on the top of the in-home display. There are two sets: electricity on the left and gas on the right.

If one of them turns orange, your credit for that fuel is getting low. If it’s red, you really need to top up straight away.

What happens if my smart meter runs out of credit?

If you’re about to run out of credit for gas or electricity your smart meter can give you plenty of warning.

You can set alerts in your in-home display to let you know when your credit’s getting low.

In- home display will change from a green light to a red one, and bleep to let you know when you’re down to £2 of credit. However, you can set it to alert you at a different amount if you wish.

Of course your first step should be to top up your credit – by visiting a PayPoint, topping up through our website, text message or over the phone.

However, if for some reason you simply can’t top up right away, you may need to access your emergency credit option.

You can activate emergency credit either through your in-home display or by using your smart Meter keypad.

Simply press the ‘E-Credit’ button to get your emergency credit.

What if I don’t access my emergency credit, or I use it up so it runs out?

If you don’t top up quickly after your emergency credit is activated, you’ll eventually run out of credit.

You can activate your emergency credit using your in-home display. If you don’t, you smart meters will eventually switch off. 

Don’t worry, you don’t have to stay off supply for long. As soon as you top up, you can switch it back on again, by pressing  A, then B on your smart meter panel.

My in-home display is broken.

Please give us a call and we can arrange for the replacement one. There may be a £30 charge applicable. And because they are so popular, there is currently a 6 weeks waiting list.

I have not received my in-home display?

Please give us a call and we can arrange for the replacement one. Because smart meters are so popular, there is currently a 6 weeks waiting list.

Am I in credit or prepayment mode

You can use your in- Home display or smart meter panel to check. If you press dual fuel icon on the main menu panel you will notice 2 small letters in the bottom corners. These tell you which mode you are in (P-prepayment, C-credit). They will also show if you’re in the F-friendly or E-emergency credit mode. 

On your smart meter panel if you press button A it will either say PAYG (prepayment), or CREDIT (credit mode).

If you’d like to change your mode just give us a quick call and we will arrange it for you.

How can I check the tariff prices on a smart meter?

You can check your tariff details by pressing the ‘tariff’ icon on your in-home display or by pressing 6 on your meters.

Where can I find a PayPoint outlet?

If you choose to top up your meters at a newsagent, supermarket or petrol stations, there are a number of ways to find your nearest PayPoint store: On the letter attached to your cards, you’ll find the four closest PayPoint outlets to your home. Any store on the high street that offers PayPoint services are clearly signposted with two ‘P’s on a yellow background. If your top up card does not swipe at Paypoint, you can ask the retailer to do it manually for you by typing in the number in the top up machine.

The PayPoint store finder: www.paypoint.com


Prepayment Meters

How do I top up for the first time with my new key or card?

When you sign up with Economy Energy we will send you a key to top up your electricity meter and a card to top up your gas meter.

You’ll need to start by registering your electricity key and/or your gas card.  To register them, you simply put them into the relevant meters for 60 seconds, once you hear a noise and see a message on the screen they will be ready. For more information, see our handy guides to electricity and gas meters.

Now you’re ready to top up!

  • Take your key or card to your local PayPoint outlet, and ask them to top it up.
  • When you’ve handed over your key or card and paid for the top-up, the shop assistant will load the credit onto your key or card.
  •  
  • When you get home, insert your key or card into the relevant meter. Always follow the instructions on your meter.

We recommend you keep your receipt each time you top up, in case there’s a problem – for example, if the money doesn’t load onto your meter – and we need to investigate it for you.

These instructions are for traditional prepayment meters. Some energy customers have Smart meters, which you’d top up differently.

Adding credit to your meter/s

Prepayment gas and electricity meters are topped up with either a key or a card. As an Economy Energy customer, you’ll be provided with a key to top up your electricity meter and a card to top up your gas meter.

You can take your gas card or electricity key to any PayPoint to top up. Simply tell the shop assistant how much you’d like to top up, and they’ll load your credit onto the key or card once you’ve paid. When you’re back home, just insert your key or card into the relevant meter to add the amount of credit you’ve paid for.

My top-up hasn’t appeared on the meter. Why?

Keys and cards are very simple pieces of kit, and occasionally things can go wrong. Check your key/card and give it a quick wipe with the dry cloth reinsert it.

If nothing changes, check your receipt and make sure the credit is loaded on the right meter.

If an error code appears when you insert your key or card into the meter, please let us know what it says so we can work out what we need to do to put things right for you.

If you don’t see an error code but the money doesn’t seem to have gone on to your meter, it may be that the credit has gone towards paying off debt.

If you believe there is a fault with your key/card, please give us a call and we will arrange for the new one to be sent out free of charge.

I topped up the wrong key by accident. Can you help?

Do not worry. If you still have your receipt give us a call and we can issue a refund to the right key. But be patient, it may take few days. If you don’t have the receipt, we can perform a consumption analysis and see what your options are.

I topped up my meter, but the full credit hasn’t gone onto a meter. What happened?

The amount you’ve been topping up isn’t enough to cover both your energy use and your daily standing charge.

You may not have realised that we take a daily standing charge on some tariffs from the credit in your meter. If you hadn’t topped up in a while the standing charge may have built up on the meter.

If you’re not sure how much your standing charge is, please give us a call, or check your welcome letter or email. You can also see the amount of your standing charge on the screens on your meter – just scroll through the screens until you get to screen F or 4 on your electricity meter or screen 17 on your gas meter. For more info see our handy guides for electricity and gas meters.

We suggest you keep an eye on how much you spend each week (especially when the weather gets colder) so you know how much to top up without going into your emergency credit.

You’ve been using your emergency credit and your standing charges have built up.

When you’re using your emergency credit, the meter doesn’t take your daily standing charge, so it builds up as a debt until you next top up and are back in credit. When you top up after you’ve used your emergency credit, you have to repay the full amount you’ve used plus little extra to stay in the positive credit.

What happens if my prepayment meter runs out of credit?

If your prepayment meter runs out of credit, you could go off supply – but the good news is that it’s easy to get it up and running again.

 

As long as you keep topping up your credit and checking your meter/s regularly, you’re not likely to run out of credit.

 

But it can happen – so if it does, here’s what to do.

Your first step should be to top up your payment key or card with credit at your local PayPoint.

However, if for some reason you simply can’t top up right away, you may need to access your emergency credit option. That will give you some extra credit and some breathing space so you can get to a shop to top up.

You should always keep an eye on the amount of credit in your gas and electricity meters to make sure your credit doesn’t get too low. However, if you’re very busy, or you’ve been away for a while, or you simply forget to check, you may run out of credit and need to activate your emergency credit.

What’s the minimum and maximum I can top up?

This partly depends on where you’re topping up, as different shops have different minimum amounts. However, these are the usual minimum and maximum top-up amounts:

  • The least you can top up on gas and electricity is £1.
  • The maximum you can top up your gas meter in a single transaction is £49.
  • The maximum you can top up your electricity meter in a single transaction is £50.

What’s the most I can have on my gas card or electricity key at any time?

The maximum amount a card can hold is £249 and the most a key can hold is £250.

What’s the maximum amount of credit I can have on my meter at any time?

You can have up to £255 credit on your electricity meter and £249 on your gas meter. If you try to top up more than this, the credit in your key or card won’t transfer to your meter. Don’t worry – it won’t be lost. It will just stay in your key or card until the credit balance in the meter is low enough to allow you to add the credit without exceeding the maximum amount.

I’m using too much credit – is something wrong with my meter

In 99.99% of cases, it’s unfortunately just that you’re using more because it’s winter. This is the common issue amongst all suppliers.

Are you on the best available tariff?

Give us a call and we can check if you’re on the best plan based on your usage and consumption needs.

If you’re convinced that you’ve got a faulty meter, please call our team on 0333 103 9053. There are some checks you can perform at home to see if there is a problem. We can also send an engineer to your home – you will be charged for this service; costs will be refunded to you if we find a fault.

I think I’m paying off a debt on my meter – what’s happened?

There are several possible reasons why there might be debt on your meter. Read on to see whether any of them apply to you.

The amount you’ve been topping up isn’t enough to cover both your energy use and your daily standing charge.

You may not have realised that we take a daily standing charge on some tariffs from the credit in your meter. If you hadn’t topped up in a while the standing charge may have built up on the meter.

If you’re not sure how much your standing charge is, please give us a call, or check your welcome letter or email. You can also see the amount of your standing charge on the screens on your meter – just scroll through the screens until you get to screen F or 4 on your electricity meter or screen 17 on your gas meter. For more info see our handy guides for electricity and gas meters.

We suggest you keep an eye on how much you spend each week (especially when the weather gets colder) so you know how much to top up without going into your emergency credit.

You’ve been using your emergency credit and your standing charges have built up.

When you’re using your emergency credit, the meter doesn’t take your daily standing charge, so it builds up as debt until you next top up and are back in credit. When you top up after you’ve used your emergency credit, you have to repay the full amount you’ve used plus little extra to stay in the positive credit.

You’ve recently moved into a new property and the debt was already on the meter when you moved in.

The debt could have been loaded onto the previous tenant’s meter by us or another supplier because that tenant owed money, or it could be because the property was empty for a while before you moved in. If so, standing charges may have built up as a debt on the meter.

Give us a call so we can go through the meter screens with you to find out what kind of debt it is. That will tell us exactly how to wipe it off, and we can refund you for anything you’ve already paid towards it.

We might ask you to send us your tenancy agreement before we can wipe off the debt

You’ve run up a debt with your previous energy supplier, and they installed prepayment meters to help you repay the debt.

If so, please give us a call to tell us how much you owe (it would also really help us if you could send us photos of the meter screens). You don’t owe this money to Economy Energy, so we’ll need to wipe the debt off your meter, to stop it making extra debt repayments whenever you top up. You’ll also need to get in touch with your previous supplier to arrange to pay off the debt to them.

Where can I find a PayPoint?

You can find your closest PayPoints by searching with a postcode on their website www.paypoint.com/en-gb. If you haven’t used a PayPoint before, you’ll discover it’s very easy. There are over 28,300 PayPoint outlets in the UK, so there’s sure to be one near your home or workplace, and most of them are open 7 days a week.

My key/card hasn’t arrived yet. Should I be worried?

Not necessarily, keys and cards can arrive up to five working days after we start supplying your energy. Just keep using your old supplier's key or card until ours arrives.

If after five days you still haven’t received your new electricity key or gas card, please get in touch with us right away so we can arrange to send you a new one.

My key/card isn’t working – what should I do?

Keys and cards are very simple pieces of equipment- but even the simplest things can occasionally go wrong. We recommend taking the key/card out of the meter and wiping it with a clean, dry cloth and reinserting it. Check there is no visible damage of broken parts and the key is inserted the right way. If you re-insert it and it still doesn’t work, please get in touch with us and we can send you a replacement. 

Is your meter showing an error code when you insert your key/card? If so, please make a note of it and let us know about it when you get in touch. That will help us come up with the most appropriate solution for you.

I’ve lost my electricity key – can you help?

If you’ve lost your electricity key, do not worry. We can have you back up and running in an hour. Just give us a call on 0333 103 9053 and speak one of our advisors.

 

They’ll give you an 8-digit code, which will be ready to use one hour later. All you need to do is stop by one of the PayPoint outlets and pick up a new key (if they don’t have our key on hand other supplier keys will work too). When you give this code to the PayPoint assistant they’ll be able to programme your new key with our rates and other relevant information so you can register it when you get home. 

Before you try to add any credit with your new key, please register it in the meter (pop it in the meter for 60 seconds). If you try to do a top-up before registering your key, it could be wiped. For more info on this see our handy guide for electricity meter.

If you prefer, and you’re not in a hurry, we can send you a new key in the post, already programmed, which will reach you within 3-5 days. 

There is a small charge of £7 for both code issue and replacement in post, which will be taken back through your meter at the rate of £1 per week, so you won’t even notice the difference. You can even get it delivered next day for an extra charge of £5.

I’ve lost my gas card– can you help?

If you’ve lost your gas card, do not worry. We can have you back up and running in 2 hours. Just give us a call on 0333 103 9053 and speak to one of our advisors.

They’ll give you a 7-digit code, which will be ready to use 2 hours later. All you need to do is stop by one of the PayPoint outlets and pick up a new card. When you give this code to the PayPoint assistant they’ll be able to programme your new card with our rates and other relevant information.

If you prefer, and you’re not in a hurry, we can send you a new key in the post, already programmed, which will reach you within 3-5 days. 

There is a small charge of £7 for both tag code issue and replacement in post, which will be taken back through your meter at the rate of £1 per week, so you won’t even notice the difference. You can even get it delivered next day for an extra charge of £5.

Your key/card is not available at my local PayPoint. What should I do?

You can pick up any supplier electricity key if ours is not available at your local PayPoint. Just give them the 8 digit code you received and they can program it onto any key and it will work just fine.

For your gas card give us a quick call and we will send one out for you or point you to the nearest PayPoint stocked with our card supplies.

The code you have given me over the phone is not working at the PayPoint. What should I do?

Most of the time it’s because not enough time has passed for it to start working. Remember you can use the code for your electricity key an hour after it has been issued and need to leave 2 hours for gas card to work. If you’re sure enough time has passed give us a call and we can provide another code for you.

My Key/Card is showing an error code

There is a number of things that can happen to the keys and cards. There are very simple pieces of kit, and occasionally things can go wrong. Give it a quick wipe with a dry cloth and it might resolve the issue. If it hasn’t solved the problem an error code note  it down and get in touch with us letting us know what it is. Our friendly team will be happy to help you and find the appropriate solution.

How do I activate my emergency credit?

You have to activate it on your meter. For your electricity, you might need to remove the key or card and re-insert it to activate the emergency credit.

For your gas meter, you should insert your card and press the red ‘A’ button to accept the offer of emergency credit.  For more info see our handy guides for electricity and gas meters.

What happens if I use up all my emergency credit?

If you use up all your emergency credit in either your gas or electricity meter, it will shut off,so you’re ‘off supply’.

If that happens, you need to get to a PayPoint and add credit as soon as possible. Make sure you buy enough credit to:

  • Repay all the emergency credit you’ve used.
  • Repay the standing charge debt you’ve built up while you’ve been in emergency credit or off supply.
  • Pay for the gas or electricity you’ll need until you can top up again.
  • Cover any existing debt repayments that you may pay from your meter.

You may notice that your meter balance goes below £0 and the word ‘owed’ appears beside your balance. That’s because your meter is effectively lending you any emergency credit you use, and any standing charges that aren’t paid while you’re out of credit. The amount owed will continue to grow until you top up enough to pay it off. 

Here’s an example of why this might happen:

If you didn’t use your gas heating all summer, you might not have needed to top up your gas meter during that time, so you wouldn’t have added any credit to the meter.

However, you’d still need to pay standing charges over the summer, so these build up as a debt on your meter. 

What happens to my standing charge when I’m using my emergency credit?

While you’re using emergency credit, we don’t take your daily standing charge from your meter, so it builds up as debt. When you next top up, we’ll take enough to pay off your emergency credit and the standing charge debt you’ve built up. You won’t be able to use your emergency credit again until you’ve paid off your standing charge debt, and paid back the emergency credit used.

How do I avoid using my emergency credit?

You should always keep an eye on your meter making sure you have enough credit to last till next top up. when you’re going away for holiday it might be worth topping up a little more to make sure the standing charge rates are covered.                                                                                   

Once you’re using your emergency credit, you really should top up as soon as you can – or your supply will be disconnected. You’ll need to top up the meter before you can restart it – and the top-up must include enough to replace your emergency credit as well.

If your meter displays the word ‘CALL HELP’ or ‘ERROR’ when you try to reconnect it, call us at once, as an engineer might need to come and reset it.

If your supply has stopped but you’ve got plenty of credit

You might want to also check whether the trip switches are still on.  There might have been a power cut. If you think the power cut is still ongoing, and you want updates on what’s happening, please contact Electricity Helpline by dialling 105 number.

What should I do if I run out of credit on my prepayment meter and can’t get to a PayPoint straight away?

Just in case you ever run out of credit and can’t get to a top-up point quickly, your meters each have £5 of emergency credit available on your electricity meters, £5 on your gas meter during summer months and £10 emergency credit on your gas meter during winter months (October- April ) built in. When you next top up you’ll need to add enough to pay back the emergency credit, as well as covering your daily energy use.

How much credit will I need to add if my meter cuts out?

Keep in mind that we don’t take any standing charges or debt repayments while your energy is disconnected, or when you’re using emergency credit. So those charges will come off as a lump sum when you next top up.

That means that when you top up to reconnect your meter, you’ll need enough money to cover the emergency credit you’ve used, and any standing charges and debt that weren’t paid while you were off supply.

There’s no minimum credit amount to reconnect your meter – but make sure you top up enough to keep your energy on supply until you’re ready to top up again.

What happens if I run out of credit in the middle of the night, or on a bank holiday?

We know that sometimes it’s hard to get to a PayPoint, so there are certain times when your meter won’t cut off, even if you’ve used up all your emergency credit.

If you run out of credit after 4pm weekdays, your electricity will not go off until 10am the next day.  If you run out after 4pm Friday, your electricity will not go off until 10am Monday, or Tuesday if it’s an English/Welsh bank holiday.

Paying back emergency credit on your electricity meter

If you use the emergency credit on your electricity meter, your debt will need to be repaid before any of your top-up money can go towards credit. So if you’ve used all your £10 emergency credit and then top up with £9, every penny of that £9 will be used to repay your emergency credit.  You'll need to top up again by at least £2 (to repay the rest of your emergency credit, plus any standing charge debt you’ve built up) to get some credit in your meter. It’s always good to check ‘screen B’ to see how much is owed.

Paying back emergency credit on your gas meter

With your gas meter, only 70% of your top-up will go towards repaying your emergency credit (and other debt), so 30% will still appear as a credit on your meter. So if you add £5 and you’ve built up a £7 debt, your top-up will pay off £3.50 of debt, and you'll get £1.50 of credit. This split will continue until the full emergency credit, standing charge and amount used has been repaid.

Why can’t I access my emergency credit?

If nothing happens when you try to activate your emergency credit, you may have used it already and not paid it all back yet.

Before you can draw on your emergency credit again, you need to pay back your previous emergency credit, plus any standing charge debt that built up while you were using your emergency credit or off supply. Once you’ve paid off these debts, your emergency credit will be available again. You can check this on the ‘OWED’ screen for gas and ‘B screen’ for electricity. To see where to find it please see our handy guide to gas and electricity meters.

How do I reconnect my meter?

Your electricity meter should reconnect as soon as you’ve topped up enough. If you’re topping up after running out of gas, for your safety, the meter may ask you to check that all gas appliances are off. If they are, press  RED BUTTON A. this will turn your gas supply back on.


Credit meters

Why has my direct debit amount changed?

We change your Direct Debit if you’re overpaying or underpaying for the energy you use.

If your Direct Debit goes up, it’s because you haven’t been paying enough to cover the cost of the energy you’re using, and we’re making sure you don’t build up a debit balance. And if the amount you pay goes down it’s because you’re paying too much. You can help to make sure your Direct Debit’s correct by giving us regular meter readings – once a quarter is ideal.

How often should I receive a bill?

If you are paying via direct debit, you are paying the agreed monthly instalments spread out over 12 months. To make sure everything stays on track we will send you a statement every quarter. If you pay on the receipt of the bill you will receive one every month.

My bill is wrong?

Of course we’ll do our best to make sure there are never any problems with your bill, and if something does go wrong, we’ll probably spot it right away. Then our team will focus on putting it right before you even notice it.

However, if you’re certain something’s wrong with your bill, or it doesn’t add up to what you were expecting, please give us a call. You will need to provide your up to date meter readings, we will recalculate your usage and update your bills in the next month. 

How do I change my direct debit details?

If you’d like to change your direct debit details, please give our friendly customer service team a call who will be able to quickly update it for you. Our lines are open 8am-8pm Monday to Friday and 8am-6pm on Saturdays. We answer 90% of our calls in less than 60 seconds!

How can I submit my meter readings?

You can submit your readings in a quick and easy way by sending us an email on directdebit.reads@economyenergy.co.uk  with your meter reads along with your account number, name and address. Alternatively give is a call on 0333 103 9053 and speak to a member of our team.


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