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.

You can either pay back all your emergency credit debt in one go – or you can pay it back in stages.

Pay back all your emergency credit debt

Top up your card with enough credit to cover:

• The emergency credit you've used
• Any missed standing charges or instalment plan payments
• Your ongoing gas use

When you put your card in the meter, we'll take a payment to clear your debt. Any credit left after that pays for your ongoing energy use.

Pay back your emergency credit debt in stages

You pay back your emergency credit debt in stages if you don't put enough credit on your card to pay it all back in one go.

This is how it works:

• You top up your card; but it's not enough to pay all your emergency credit debt
• As soon as you put your card in the meter, we automatically take 70% of your credit to pay some of your debt
• You keep the other 30% of your credit for your ongoing energy use

The same thing happens until you've paid back all your emergency credit debts.

Follow these simple rules to keep your gas repayment plan on track:

a) Top up your meter at least once a week
This is how you 'tell' your meter to take your next debt repayment.

We can't take your debt repayment if you don't top up, even if you have enough credit on your meter.

b) Make sure your top-up is bigger than your repayment amount
This stops you falling behind with your payments, so you don't get into further debt.

If your top-up is smaller than your repayment amount, your meter won't take the full payment. It always leaves you with 30% of you top-up for your ongoing gas use.

c) Get in touch if you need help
Please get in touch if you don't understand how your debt repayments work – we're here to help.

Pease get in touch if you see there's debt on your meter when you first move into your new home.

It's a good idea to be near your meter, as we might have to ask you a few questions.