Help if you've lost your energy supply

What help do you need with your power supply?

How do I activate my emergency credit?

You can activate your emergency credit when your balance drops below £1 – but before your credit runs out. You get £10 of emergency credit on your electricity meter, and £10 on your gas meter.

You can activate it through your in-home display or through the meter itself.

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 electricity won't get disconnected 'out of hours'.

Model type: Chameleon 3

It's not possible to activate emergency credit through the older 'Chameleon' models. Please follow the instructions to activate emergency credit via your meter instead.

Watch our video below to find out how to activate your emergency credit.

Or follow these steps:

  1. Press ‘Menu’ (the 'Home' button) to find ‘Emergency Credit’ then press ‘OK’
  2. Press the electricity or gas symbol to choose which fuel you want to access the emergency credit for.

During certain periods when we always keep your supply on, for example overnight, you may build up a small amount of debt. If this happens​ you will see the amount owed the next morning at 9am.

If you are unable to top up, emergency credit will still be available for you but will be reduced by the amount of debt you have built up overnight. In the above example, only £7.50 more can be used before your supply will be disconnected. If you select emergency credit, your in-home display will show the full amount (£10) of emergency credit even though you actually have less than this amount. So it’s important that you top up very soon.

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