Smart Pay As You Go meters

What's a smart Pay As You Go meter?

Find out everything you need to know about your Pay As You Go smart meter. Alternatively, watch our video to help you get the most from your in-home display.

With this kind of meter you pay for your energy up front. This means you need to top up with credit whenever your balance gets low.

If you've switched to this kind of meter from an old prepayment meter, any outstanding debt will be transferred over. This should take about four days. If you have an instalment plan on your old prepayment meter, we'll transfer this over too.

Moved into a new home with a smart Pay As You Go meter?

Please give us a call on 0333 009 7111(1) to ask us to set up an account for you. Once that's done, you can start topping up.

Topping up your smart PAYG meter

To top up your meter, log in to MyAccount. 

Log in

I can't top up my smart Pay As You Go meter after installation

When you get your new smart pay as you go meter, there will be a short delay until you can top it up with credit. You can top up when you see the credit from your old prepayment meter appear on your new meter or its in-home display. This usually happens within four days of your installation.

You'll have energy during this time; you just don't pay for it up front. Instead, debit is added to your meter. We'll automatically take a payment for this as soon as you top up your meter.

How do I top up my smart Pay As You Go meter?

You'll get given a payment card for your smart PAYG meter. But you don’t actually need it to top up your smart PAYG meter. You can top up on the EDF app, in MyAccount or over the phone without your card. You can also top up at your local Pay Point retailer without your card if you have your top-up ID.

You can find your top-up ID on your card or on your installation appointment confirmation email or letter.

To top up online:

  1. Go to My payments in MyAccount and select 'Make a payment'.
  2. Enter your credit or debit card details (you can store your details).
  3. Click 'Pay now'.

To top up on the EDF app:

  1. Tap “Top up your meter” on the home screen
  2. Choose the amount you want top up or enter in other amount
  3. Tap “Confirm top-up”
  4. Enter your credit or debit card details (you can store your card for future payments)
  5. Click “Top up now”

To top up by phone:

  1. Call 0333 009 7111(1) at any time of day or night
  2. Select option 1, and enter your EDF account number, top-up ID or phone number
  3. Give your credit or debit card details, and confirm payment

To top up in person at a PayPoint store:

  1. Take your top-up card (or just the top-up ID that's given on the card) to your nearest PayPoint retailer
  2. Buy your credit
  3. Keep your receipt as it gives your Unique Transaction Reference Number (UTRN)

Can I set automatic top ups?

Yes, you can choose to top-up automatically every time your balance reaches a certain point. For example, you can add £10 of credit every time your balance drops to £5.

To set in MyAccount:

  1. Go to My payments in MyAccount and select 'Auto top-ups'
  2. Choose when your auto top-ups happen, and how much credit to add each time
  3. Enter your credit or debit card details and confirm payment.

To set on the EDF app:

  1. Tap ‘Manage electricity’ or ‘Manage gas’ on the PAYG screen
  2. Select 'Auto top-ups'
  3. Choose when your auto top-ups happen, and how much credit to add each time
  4. Enter your credit or debit card details and tap “Update auto top-up"

How do I get a new top up card?

Go to 'My payments' in MyAccount and click 'Order a new top up card'.

Choose whether you need a new card for electricity or gas.

Once you've confirmed your order, you'll be given the option to print off a new card too.

What happens if my credit doesn't reach my meter? What's a UTRN?

Your credit should arrive on your smart PAYG meter within about an hour of topping up.

If this doesn't happen, we'll send you a text or email with your Unique Transaction Reference Number (UTRN). It looks like this: 1234-5678-9098-7654-3210.

If you topped up in store, you'll find the UTRN on your receipt. You don't normally need your UTRN – it's there as a back up in case your credit doesn't reach your meter. You can enter the UTRN on your in-home display or meter to add your credit manually. Find out how to enter your UTRN.

When do I need to top up?

You'll need to top-up your meter regularly throughout the year even when you are not using much energy. This is so you can make sure that there is enough credit for the standing charge and any debt repayment plans you have in place.

It's important to top up before your balance drops to £0 – your meter will be disconnected if you run out of credit.

Your PAYG balance

To check your balance, log in to MyAccount

Log in

How do I check my Pay As You Go balance?

  • Log in to MyAccount and go to the 'Meter balance' category
  • Log in to the EDF app and go to the PAYG tab
  • Look at the home screen of your in-home display or the display on your PAYG meter

When the balance drops to £5, we'll send you a text or email to let your know your credit is running low. You can change your alert amount on our app or in MyAccount:

How do I change my low balance alert?

To change it in MyAccount:

  1. Log in to MyAccount and go to 'My Payments'
  2. Click on 'Low balance alert'
  3. Choose whether you want to change the alert for electricity or gas
  4. Choose a new alert amount: £10, £15 or £20
  5. Click 'Update'

If you've given us your mobile number, we'll text your low balance alerts to you. If not, we'll email them.

To change it on the EDF app:

  1. Go to PAYG > Manage electric/gas > tap edit Low balance alerts
  2. Choose whether to change your alert for electricity or gas
  3. Select your alert level: £5, £10, £20 or £50
  4. Confirm your new low-balance alert

What happens if I run out of credit?

We never want you to be left without an energy supply. So we put £10 of emergency credit on your electricity meter, and £10 on your gas meter. If you dip into your emergency credit, it simply gets topped back up next time you add credit to your meter.

This means that next time you top up, you'll need to add enough credit to cover:

  • The amount of emergency credit you've used
  • Any daily standing charges you've missed
  • Any debt repayments you've missed (we don't charge these while your meter is using emergency credit)
  • Your ongoing energy use.

Remember to keep an eye on your balance and make sure you don't run completely out of credit as you'll be disconnected. You need enough credit to cover

  • Daily standing charges
  • Automatic / timed heating systems
  • Appliances in use (e.g. your fridge and freezer)
  • Appliances left on standby
  • Any debt repayments you may have

Find out how to activate emergency credit, or to see how much money you owe:

  1. Press 'Menu' on your in-home display.
  2. Use the arrows to scroll to the 'Debts to clear' screen.
  3. The figure you see on this screen tells you how much you owe.

Why was my smart meter disconnected while I was on holiday or when I wasn't even using energy?

This will happen if you ran out of credit. You might have switched off all your lights and devices, but you would still have been using credit for:

  • Daily standing charges
  • Automatic / timed heating systems
  • Appliances still in use (e.g. your fridge and freezer)
  • Appliances left on standby
  • Any debt repayments you may have

To get your meter back up and running, you just need to top up with credit and then activate your supply.

What happens to debt from my old prepayment meter when I get a smart Pay As You Go meter?

Any outstanding debt on your old prepayment meter will be transferred over to your new meter. This should take about four days. If you have an instalment plan on your old prepayment meter, we'll transfer this over too.

Reconnecting your smart PAYG supply

What happens to my supply if I run out of credit?

Your smart PAYG meter will automatically disconnect when you run out of credit. To get reconnected you need to top up with credit, then activate your supply.

1. Top up with credit
Remember to add enough credit to cover:

  • any emergency credit you've used
  • any daily standing charges and debt repayments you've missed
  • your ongoing energy use

2. Activate your supply via your in-home display or via your meter
Watch our activation video – or follow these steps:

Model type: Chameleon 3

  • Press 'Menu' and scroll through to find ‘Activate Supply’
  • Press ‘OK’
     

Model type: Geo Trio II

  1. Press 'Menu' or the 'Home' button on your in-home display
  2. Use the arrows to scroll to 'Prepay'
  3. Press the 'Selection' button
  4. Select 'Enable supply'
  5. Use the arrows to scroll to 'OK'
  6. Press the 'Selection' button to reconnect your supply.

Model type: L&G

l and g gas smart meter
  • Press any button on your smart PAYG gas meter to wake it up.
  • Press the black button ('B') on your meter – you'll see 'For gas' appear in the bottom half of the screen.
  • Now press and hold the black button until told to release.
  • Press and hold the red button ('A') when asked to confirm your appliances are turned off; keep holding until told to release.
  • Wait for the valve to open – your screen should now say 'Credit ON'.
     

Model type: Aclara

  • Press any button to wake up display.
  • Look for a message that says “Push to reconnect”.
  • Press button ‘C’ to initialise valve opening and re-activate your gas supply.

I've topped up after being disconnected, but I still don't have any energy

Did you follow the steps to activate your supply through your in-home display or your meter? You'll always need to do this after your smart pay as you go meter was disconnected.

If you did, it may be that you had debt on your meter. You need to add enough credit to pay back your debt and for your energy use. You might just have to top up again. Add more credit now in MyAccount – log in and go to 'My payments', then select 'Make a payment'.

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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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