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What is a prepayment key/card – and how do I use it?

Summary

  • You use a prepayment key to top up your electricity prepayment meter with credit; and a prepayment card to top up your gas prepayment meter.
  • You can top up your key/card with credit at your nearest Payzone, PayPoint or Post Office outlet.
  • You can put any amount on your key/card from £1 up to £49 (whole pounds only) – but we'd advise not putting too much on at a time, just in case you lose your key/card.
  • Never buy prepayment credit on your doorstep – it's illegal. Anyone found to be using illegal credit will need to pay their energy company for the energy they've used. So you could end up paying twice: once to the doorstop seller, and again to the energy supplier.
  • This information is for prepayment meters only; it's not for pay-as-you-go smart meters.

How do I get my prepayment key/card?

We'll send out your electricity key about 7-10 days after we install your prepayment meter.

You should get your gas card six days before we install your meter.

Or, if you're switching your prepayment tariff to EDF Energy, we'll send out your key/card to you when your switch is complete.

If you think you should have your key or card by now, click the Chat button on the right and our online agent will help.

 

How do I activate a new prepayment key/card?

To activate a new key/card, put it into your meter for a minute; it's then ready to be topped up with credit.

 

I didn't get a prepayment key/card with my new prepayment meter – what do I do?

Please click the Chat button on the right, and one of our online agents will help.

 

What do I do if I've lost or damaged my prepayment key/card?

To get a replacement key/card, please fill out our form. We can usually get it to you within about five working days. Your first replacement is free; we might charge you for further replacements.

If you need an urgent replacement, please get in touch by clicking the Chat button on the right. We might be able to arrange for you to pick up a new key/card at your local top-up outlet.

Remember to activate your new key/card by leaving it in your meter for a minute. Then you can top it up in the usual way.

 

How do I get credit back from a lost/damaged key or card?

Please click the Chat button on the right, and one of our online agents will help.

 

My prepayment key/card isn't working – what do I do?

Your prepayment key/card might not be working – or might not appear to be working – for several reasons:

  • Your transaction might have failed. If your receipt says 'Cancelled' or 'Failed', you'll need to top up again. If the machine where you usually top up isn't working, find another Payzone, PayPoint or Post Office outlet.
  • Your key or card might be dirty. Give the contacts on your electricity key a clean with a dry toothbrush or cloth; or wipe the electronic strip on your gas card with a clean, dry cloth. An electricity meter will often show 'TOKEN NO' if your key is dirty.
  • You might still owe money on your electricity meter. You'll need to add more credit to the meter to get your supply back.

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  • Your meter display shows an error message. Get in touch by clicking the Chat button on the right. Please be near your meter, as we'll need to ask you a few questions.

If you think you need a replacement key/card, please fill out our form to get a new one. If you need it in a hurry, get in touch by clicking the Chat button on the right.