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Debt on a gas prepayment meter

Here's a quick guide to why you might have debt on your gas prepayment meter – and how to find out how much you owe.

1. Emergency credit debt

While using emergency credit, your meter display will say 'EMER IN USE'. It will also show how much emergency credit you have left.

After using emergency credit, you'll automatically pay back some, or all, of what you owe when you next top up.

To find out how much you owe:

  • With your card in the meter, press and hold the red button until the main display comes on
  • Press the red button again to see a screen that says 'OWED'
  • Look at the figure on the screen – this is what you owe for the emergency credit you've used, as well as for any standing charge or instalment plan payments missed while using your emergency credit

Find out more about emergency credit

2. Debt repayment plan

With your card in the meter, press and hold the red button to get to screen 27. This screen tells you how much debt you have left on your repayment plan.

If this didn't work, you can take these steps to get to screen 27:

  1. Take your card out of the meter
  2. Press and hold the red button until you hear a beep
  3. Keep pressing the red button until you get to screen 23, which tells you to insert your card
  4. Insert your card, then press the red button until you get to screen 27

You won't be able to view your total debt if you see the words 'EMER IN USE' on your meter display. You'll need to pay back your emergency credit first.

Find out more about debt on a repayment plan

3. You've just moved in

Pease get in touch if you see there's debt on your meter when you first move into you new home. It's a good idea to be near your meter, as we might have to ask you a few questions.