Get help with your prepayment energy meter top-up

How to top up your pay as you go electric or gas meter, what to do if you've lost your key or card, help if you can't top up, plus more.

What is a prepayment meter?

Prepayment meters also known as 'pay-as-you-go' meters are a type of domestic energy meter that requires users to pay for energy before using it. Energy is added by using a smartcard, token or key that can be topped up at a shop or via a smartphone app.

Energy Bills Support Scheme prepayment information

Energy Bills Support Scheme vouchers

For prepayment customers, any vouchers must be used by 30 June, so please ensure you don't miss out. 

How will I receive my Energy Bills Support Scheme payments?

  • You automatically received your six Energy Bill Support Scheme vouchers in the post. They'll include instructions on how to redeem them

  • You can then redeem your vouchers when you go to top-up. ID will be required to redeem your vouchers. Full details, including expiry dates, will be provided with your vouchers

  • If someone else is redeeming them on your behalf. Make sure you give them your ID as the energy account holder

If you've lost your voucher or the incorrect name is on the voucher, please fill out this form. We can then get this sorted for you asap.

Find your nearest Post Office.

Looking for more info? Head to our Energy Bills Support Scheme page.

Help and support with your prepayment meter, card or key

EDF key and card to top-up a Pay As You Go prepayment meter

How to top up my electric or gas meter?

You can do an electric top-up or a gas top-up at more than 50,000 locations around the UK. Most are open 7 days a week. If you can't leave your home to top up, please ask a friend or a family member to do it for you.

Find a shop near you where you can top up:

Screenshots of the free EDF mobile app, displaying how Pay As You Go customers can use the app to top up, set low balance alerts and more!

How can I top up my electricity or gas online?

To top up electricity or gas online you'll need to upgrade to a smart Pay As You Go meter. You can then:

How does electric key top-up and gas card top-up work?

To top up energy, you'll use a key for an electricity prepayment meter or a card for a gas prepayment meter. 

Once you’ve topped up, slot your card or key into the prepayment meter. Your meter will show how much money is left and how much energy you’ve used. Your card or key only works with your meter.

What can I do if I can't top up my energy card or key?

If your meter runs low you will hear a warning 'bleep' sound. Put your card or key into the meter to use emergency credit. Only use emergency credit if you really need to.

If you have any problems topping up phone 0333 200 5110(1) Monday to Friday 8am to 8pm.

What happens if I run out of credit, or forget to top up my electricity meter?

Update for any customers who have a traditional prepayment meter. From 1 October 2022, your emergency credit was increased to £10

Please watch how much money you have left on your electricity meter. If you can, top up your energy key or card more than you need to. This way, you won't run out of credit suddenly.

If you run out of credit after 6 pm, your electricity will not go off until 11 am the next day. We call this our non-disconnection policy.

This policy runs;
Monday - Friday, all weekend and Bank Holidays from 6 pm - 11 am

How can I get a new electric key or card, if it has been lost or damaged?

If you lose or damage your electric card or key please phone 0333 200 5110(1) Monday to Friday 8am to 8pm.

How much can I top up in one go?

  • At a PayPoint you can add up to £49 to your key or card every time you top up. 
  • At a PayZone or Post Office you can add up to £99 to your key or card every time you top up. 

How much money can my meter hold?

  • Your electricity meter holds up to £249.
  • Your gas meters holds up to £999.

Help with your tariff, bills, debt and more


How can I check I'm on the best energy tariff?

Head over to MyAccount to see if you can switch to a different tariff. Once the switch is confirmed, your new tariff prices will show on your meter when you top up and insert your key or card.

New to EDF?

See what prepayment tariffs we have. All our fixed home energy customers get zero carbon electricity as standard(2).

Are you vulnerable, or know someone that is, and need extra help?

Our Priority Services provide support with stress, illness, bereavement, disability, debt, and other issues.

Are you struggling to pay your electricity or gas bill?

There are lots of things you can do to help you pay your energy bills or manage your debt.