How smart PAYG meters work

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

You pay for your energy up front when your smart meter is working in PAYG mode.

This can give you more control of your energy spend. You choose how you top up, when you top up – and how much you spend each time.

You can top up via the app, online, over the phone, at your local PayPoint retailer – or even set auto top-ups.

Watch our guide to smart PAYG meters

Looking for general information about smart meters?

How smart PAYG can help you manage your energy spend

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

Are you making the most of your smart PAYG meter? It can help you to manage your energy budget – and reduce your spend.

With a smart PAYG meter, you can:

  • Take control of your energy spend

You pay for your energy up front, so there are no unexpected bills. You can use the app to keep an eye on your balance wherever you are. And you can choose how you top up, when you top up – and how much you spend each time.

  • See how much energy you're using, as you use it 

Your smart meter and in-home display let you see when you're using your energy, as you use it. So you can spot times when you're using lots of energy, and take action to use less.

  • Get lots of information to help you save energy – and money

Energy Hub is the place to go in MyAccount to keep track of your energy spend. It gives you an idea of how you use your energy around the home, and gives you personalised energy-saving advice.

How to top up your smart PAYG meter

How to use your smart meter and in-home display

Go to energy Hub

Topping up your smart Pay As You Go meter

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

You pay for your energy upfront by topping up with credit with smart PAYG.

This puts you in control of your energy spend. You choose how you top up when you top up – and how much you spend each time.

You just need to make sure you never run out of credit. Please always remember that you'll be cut off if your balance drops to £0.

Top up in MyAccount

You won't get cut off if you run out of credit overnight, on a Sunday or bank holiday. Find out more

When to top up

You can top-up the balance on your smart PAYG meter at any time. Just make sure you do it before you run out of credit - you don't want to get cut off.

You'll know when to top up by:

  • Check your balance regularly.
    You can check your balance in the app; in MyAccount (under 'Meter balance'); and on your in-home display and smart meter.

    Check your balance in MyAccount
  • Looking out for your low-balance alerts.
    You get these by email or text every time your balance gets low (unless you've turned your alerts off or set auto top-ups).

Not using much energy – or going to be away?

Remember you still need to top up...your fridge and freezer will still be using energy; you have a daily standing charge to pay, and any debt repayments you're making will carry on. Download the app so you can top up wherever you are!

Set auto top-ups

Make sure your smart PAYG meter never runs out of credit by setting auto top-ups. Go to the app or MyAccount to choose how much you want to add and when. Maybe you'd like to add £10 of credit every time your balance drops to £5, for instance.

We'll let you know every time you've topped up, so you can keep track of your payments.

Set auto top-ups in the app:

  1. Tap ‘Manage electricity’ or ‘Manage gas’ on the PAYG screen – 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 tap “Update auto top-up"

Download app

Set auto top-ups in MyAccount:

  1. Go to My payments 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

Set auto top-ups

Top up on the app

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

Download app

Top up online in MyAccount

  1. Go to 'My payments' and select 'Top up meter'.
  2. Enter your credit or debit card details (you can store these to make it easier next time)
  3. Click 'Pay now'

Go to My Payments

Top up by phone

  • Call us at any time of day or night - and select option 1
  • Enter your EDF account number, top-up ID or phone number
  • Give your credit or debit card details, and confirm payment

Call 0333 009 7111(1)

Top up 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)

Find nearest PayPoint

Add credit manually when your top-up fails

Tried to top up your smart PAYG meter, but no sign of your credit? No problem, you can add the missing credit to your in-home display or meter.

You just need your Unique Transaction Reference Number (UTRN), which looks like this: e.g. 1234-5678-9098-7654-3210. 

You'll get it: 

  1. After every top up (see your receipt if you went to a PayPoint retailer)
  2. By text or email if your top up takes more than an hour to reach your meter
  3. In 'Top-up history' in MyAccount or the EDF app

How to enter your UTRN 

How long it takes

Just topped up? Your credit should arrive on your smart PAYG meter within the hour.
If it takes a little longer, we'll send your Unique Transaction Reference Number (UTRN) by text or email. You can enter this into in-home display or meter to add your credit manually.

Change your low-balance alert

You'll automatically get a low-balance alert every time your balance drops to £5 (unless you've turned the alerts off, or you've set auto top-ups). You'll get your alerts by text or email.

Most meters let you change your low-balance alert. Maybe you want to get an alert every time your balance drops to £10 or £20, for instance.

Change your low-balance alert in the app:

  1. Tap ‘Manage electricity’ or ‘Manage Gas’ on the PAYG screen
  2. Select ‘Set up’ low balance alerts
  3. Choose the amount for your alert, or select ‘Turn on Low-balance alert’
  4. Tap ‘Confirm low-balance alert’

Download app 

Change your low-balance alert in MyAccount:

  1. Go to 'My payments' and click 'Low balance alert'
  2. Choose to change your electricity or gas; and click your new alert level (£10, £15 or £20)
  3. Click 'Update' – and relax.

Change alert in MyAccount

Why midnight top-ups aren't needed

We don't want you to worry about running out of credit in the middle of the night – or at any time on a Sunday or bank holiday.

That's why your smart PAYG meter will never get cut off if your balance drops to £0 during 'non-disconnection' hours.

The non-disconnection times are:

  • Monday to Friday 6pm to 11am
  • Weekends from 6pm on Saturday, until 11am on Monday
  • Anytime on a bank holiday, until 11am the next working day

But make sure you top up as soon as you can. You will get disconnected if you still have no credit at 11am the next day. And please make sure your top-up is big enough to cover:

  • Any energy you use during non-disconnection hours
  • Any missed standing charges
  • Any missed instalment plan payments

This all goes onto your meter as 'debt', and you automatically pay debt back as soon as you top up.

Add credit manually when your top-up fails

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

Tried to top up your smart PAYG meter, but no sign of your credit? No problem, you can add the missing credit to your in-home display or meter.

You just need your Unique Transaction Reference Number (UTRN), which looks like this: e.g. 1234-5678-9098-7654-3210.

You'll get it:

  • After every top up (see your receipt if you went to a PayPoint retailer)
  • By text or email if your top up takes more than an hour to reach your meter
  • In 'Top-up history' in MyAccount or the EDF app

How to enter your UTRN

How to make sure you never run out of credit

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

What happens if you run out of credit

Your energy supply will be cut off if your balance drops to £0.

To get switched back on, you simply have to top up by enough to pay for:

  • any debt on your meter (like any missed standing charge or instalment plan payments)
  • your ongoing energy use.

Once you’ve done that, you can switch your meter back on.

Keep on top of your balance

By keeping on top of your balance, you'll always know when you need to top up. You can check your balance:

Set auto top-ups

Make sure your smart PAYG meter never runs out of credit by setting auto top-ups. Go to the app or MyAccount to choose how much you want to add and when. Maybe you'd like to add £10 of credit every time your balance drops to £5, for instance.

We'll let you know every time you've topped up, so you can keep track of your payments.

Set auto top-ups in the app:

  1. Tap ‘Manage electricity’ or ‘Manage gas’ on the PAYG screen – 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 tap “Update auto top-up"

Download app

Set auto top-ups in MyAccount:

  1. Go to My payments 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

Set auto top-ups

Top up on the go with the app

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

Download app

Change your low-balance alert

You'll automatically get a low-balance alert every time your balance drops to £5 (unless you've turned the alerts off, or you've set auto top-ups). You'll get your alerts by text or email.

Most meters let you change your low-balance alert. Maybe you want to get an alert every time your balance drops to £10 or £20, for instance.

Change your low-balance alert in the app:

  1. Tap ‘Manage electricity’ or ‘Manage Gas’ on the PAYG screen
  2. Select ‘Set up’ low balance alerts
  3. Choose the amount for your alert, or select ‘Turn on Low-balance alert’
  4. Tap ‘Confirm low-balance alert’

Download app

Change your low-balance alert in MyAccount:

  1. Go to 'My payments' and click 'Low balance alert'
  2. Choose to change your electricity or gas; and click your new alert level (£10, £15 or £20)
  3. Click 'Update' – and relax.

Change alert in MyAccount

Remember to top up if you're going to be away.

Things like your fridge and freezer will still be using energy. You have a daily standing charge to pay. And any debt repayments you're making will carry on.



Why not download the app? You can keep an eye on your balance and top up wherever you are.

 

Emergency credit on a Smart Pay As You Go meter

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

How emergency credit works

Your meter will get disconnected if your balance drops to £0. We don't want that to happen, so we give you some credit to use in case of an emergency.
You get £10 of emergency credit on your electricity meter and £10 on your gas meter.
You need to activate emergency credit if you want to use it. You can do this when your balance drops below £1 – but before your credit runs out.
You'll see 'Emergency credit selected' as soon as it's activated, and then 'Emergency credit in use' once you start using it.

How to activate emergency credit

Remember, emergency credit is only there to give you a bit of time to top up. Your meter will disconnect when your £10 of emergency credit runs out. We'll automatically take a payment for any emergency credit you've used when you next top-up. This keeps you covered in case of another emergency. Why your won't get disconnected 'out of hours'.

 

How you pay emergency credit back

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

What are the non-disconnection times for smart Pay As You Go?

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

We don't want you to worry about your electricity cutting off in the middle of the night – or at any time on a Sunday or bank holiday.

That's why your smart PAYG meter will never get cut off if your balance drops to £0 during 'non-disconnection' hours.

The non-disconnection times are:

  • Monday to Friday 6pm to 11am
  • weekends from 6pm on Saturday, until 11am on Monday
  • anytime on a bank holiday, until 11am the next working day

But make sure you top up as soon as you can. You will get disconnected if you still have no credit at 11am the next day. And please make sure your top-up is big enough to cover:

  • Any energy you use during non-disconnection hours
  • Any missed standing charges
  • Any missed instalment plan payments

This all goes onto your meter as 'debt', and you automatically pay debt back as soon as you top up.

Reconnecting your smart Pay As You Go meter

Update on the latest government announcement

On October 17, the new Chancellor confirmed their Energy Price Guarantee will now be in place until April 2023 and will be reviewing support beyond April 2023. 

Keep up to date with all the latest information visit our Energy Price Guarantee page & £400 Energy Bills Support Scheme.  Our agents won't have any additional information at this time if you call.

Get your electricity switched back on

Your electricity meter will get disconnected if your balance has dropped to £0. So the first thing you need to do is top back up with credit.

Once you've done that, you're ready to turn your electricity back on. You can do this on your meter (see your meter display for instructions). Or you can do this on your in-home display (see instructions below).

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 electricity use

Switching back on with your in-home display

Chameleon 3


  1. Top up with credit
  2. Press 'Menu' and scroll through to find ‘Activate Supply’
  3. Press ‘OK’

Geo Trio II in-home display

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

Get your gas switched back on

Your gas meter will get disconnected if your balance has dropped to £0. So the first thing you need to do is top back up with credit.

Once you've done that, you're ready to turn your gas back on. You can do this through your smart PAYG meter (not your in-home display).

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 gas use

Switching back on with your meter

L&G meter

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

Aclara meter

  1. Top up with credit
  2. Press any button to wake up display.
  3. Look for a message that says “Push to reconnect”.
  4. Press button ‘C’ to initialise valve opening and re-activate your gas supply.

Model type: EDMI

EDMI Gas Smart Meter

If your Gas meter is off supply, ensure all appliances are turned off before you take action

  1. Press and hold OK button to wake meter up.
  2. Screen shows as ‘supply disabled’.
  3. Press OK.
  4. Screen shows ‘Supply: Armed’ press OK.
  5. Screen shows ‘enable’ press OK.
  6. Screen should then show ‘enabled’ and valve will open.

Wait for 2-3 minutes until you turn any appliances on


Model type: Secure

Secure Gas Smart Meter
  1. On the meter key pad press button A, screen will show ‘Vend Mode’, press button number 1.
  2. Screen will show Vend Mode ‘enter token’.
  3. Enter UTRN using number buttons.  If need to go back, use button A.
  4. Screen will show if accepted or rejected.  If it fails, a reason will be shown.
  5. Re-try UTRN
  6. Next screen shows monetary amount added

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  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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