My prepayment or Pay As You Go top up key or card isn't working

You don't need your card to top up! You can add credit to your meter through MyAccount online or on the app, by our automated telephone line or at your local PayPoint retailer.

Go to MyAccount

Check your receipt: if it says 'Cancelled' or 'Failed', your transaction didn't complete, so you'll need to try again.

If the machine at your usual top-up outlet isn't working, you can find another Payzone, PayPoint or Post Office outlet.

Sometimes your top up card might just be a bit dirty – try giving the barcode a wipe with a clean, dry cloth.

If this doesn't work, you might want to order a new key or card. You can also order a new card in MyAccount.

  1. Go to 'My payments' in MyAccount and click 'Order a new top up card'.
  2. Choose whether you need a new card for electricity or gas.
  3. Once you've confirmed your order, you'll be given the option to print off a new card too.

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Notes

  1. Calls to UK-wide numbers are included in any inclusive call plan you may have. If you don’t have an inclusive call plan, calls are charged at a national rate. Please check with your service provider if you’re unsure.

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