Questions and Answers

EDF Energy Pay As You Go

Have a question about EDF Energy Pay As You Go or a problem with your prepayment card, key or meter? The chances are you’ll find the answer here.

I’ve lost my EDF Energy Pay As You Go card or key, how can I get a new one?

To receive a new card or key, call our Customer Services team on 0800 015 1733 and request a replacement. 

You may be charged £7 for a new one and we can't refund any credit that was on your card or key. 

The credit already loaded on your meter will not be lost. Once you've received and used your new keycard, you won't be able to use the old ones if you find them again.

How do I change from a prepayment meter to a credit meter or vice versa?

To change your meter, you need to call our Customer Services team on 0800 015 1733. If you change to a credit meter, you must return your EDF Energy Prepayment card or key to us. You can give it to the person who comes to change your meter or send it once your meter has been replaced to:

Freepost RRYZ-BRTT-CBJS
EDF Energy
Osprey House
Osprey Road
Sowton Industrial Estate
EXETER
EX2 7WN

What happens if I move into a house with a prepayment meter?

If your new home has a prepayment meter fitted already, we may need to come and reset the meter to make sure you only pay for the energy you use. Call us at least two days before you move or as soon as possible on 0800 015 1733.

What happens if I change my energy supplier?

Your new supplier will tell us the date that they’re taking over supply and give us a final meter reading. You should continue to use your EDF Energy card or key until your new supplier issues you with an alternative – at that point you must stop using our card or key and return it to us at:

Freepost RRYZ-BRTT-CBJS
EDF Energy
Osprey House
Osprey Road
Sowton Industrial Estate
EXETER
EX2 7WN

If you decide to come back to EDF Energy, please visit www.savetodaysavetomorrow.com to sign up to our competitive prices.  Alternatively, call us free on 0800 015 1733.

How can I use my prepayment meter to budget more efficiently?

Just save some of the credit on your card or key until you need it. For example, if you charge your card or key with £10 but only want to use £5 at present, insert your card or key in the meter and press the white or grey budget button to choose the amount you want to release. The balance will be saved on the meter until you reinsert your card or key to release it.

What happens if my meter runs out of credit?

Your prepayment meter carries emergency credit in case you need it – if you are unable to buy credit due to illness for example.

How do I repay emergency credit?

The first time you insert your card or key into the meter after using emergency credit, you will have to pay for the emergency credit you used as well as recharging the meter. To check how much you’ll have to pay, press the blue button on your meter.

What do I do if I think my prepayment meter is faulty?

For gas or electricity meter faults and appointments, please call us on 0800 015 1733.

What do I do if my usual PayPoint machine is out of order?

You can see where other PayPoint machines are near you at www.paypoint.co.uk

As a rule, most faulty PayPoint machines are fixed within 4 working hours when reported.

What do I do if I get a fault message on my meter?

When you are at home, you will need to contact us with the error message that appears on your meter. This will help us to work out whether it is a problem with your key / card or whether the problem is with your meter.

If I use my emergency credit on my gas meter and I have an existing debt on my meter, how much do I have to pay back?

Your meter will know whether any debt is owed, this could be an outstanding bill that is being collected back through your meter, or any emergency credit that has been used and needs repaying.  Depending on the amount, the debt and/or emergency credit may not have been paid in full and will need to be recovered at a later date. 

You will always be given some gas from the credit you have purchased, which is set at 30%, regardless of the amount of debt owed.  The meter will seek to recover all of the debt you owe in each week. If for any reason there is not enough credit on your meter at the time of collection, which is usually at 2am on a Wednesday morning, your meter will collect 70% for debt and your meter will then go into time debt recovery.

When your meter is in time debt recovery and credit is inserted into the meter during the week, the meter will still attempt to collect the maximum debt owed. Once you have repaid any outstanding debt to the meter, time debt recovery is switched off; therefore no additional credit will be taken.