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My smart pay as you go top up card isn't working

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

But you don't need a top up card to add credit onto your meter.

  • Go to your local PayPoint retailer; all you need is your top up ID
  • Log in or sign up to MyAccount; go to 'My payments' and select 'Make a payment'.

Top up now

  • Use our automated phone line – call 0333 200 5108* at any time of day or night.


How to order a new card online

  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.

Order a new card 


*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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