Pay as you go customers
FAQs
Topping up
How do I top up for the first time with my new key or card?
Adding credit to your meter/s
Why does my balance not match my top-up amount?
My top-up hasn't worked?
I topped up the wrong key by accident. Can you help?
What happens if my prepayment meter runs out of credit?
What’s the minimum and maximum I can top up?
What’s the most I can have on my gas card or electricity key at any time?
What’s the maximum amount of credit I can have on my meter at any time?
I’m using too much credit – is something wrong with my meter?
I think I’m paying off a debt on my meter – what’s happened?
Where can I find a PayPoint?
Keys/Cards
My key/card hasn’t arrived yet. Should I be worried?
I've lost my electricity key?
My key/card isn’t working – what should I do?
I've lost my gas card?
Your key/card is not available at my local PayPoint. What should I do?
The code you have given me over the phone is not working at the PayPoint. What should I do?
My Key/Card is showing an error code
Emergency Credit
What is the emergency credit?
How do I activate my emergency credit?
What happens if I use up all my emergency credit?
If your supply has stopped but you’ve got plenty of credit
How do I avoid using my emergency credit?
What should I do if I run out of credit on my prepayment meter and can’t get to a PayPoint straight away?
How much credit will I need to add if my meter cuts out?
What happens if I run out of credit in the middle of the night, or on a bank holiday?
What are your friendly credit hours?
Paying back emergency credit on your electricity meter
Paying back emergency credit on your gas meter
Why can’t I access my emergency credit?
Off supply
My gas or electricity supply has gone off?
How do I reconnect my meter?
Charges
What is a standing charge?
What are the charges to transfer from prepayment to credit meter?
What are the charges for lost electricity key or gas card?