Get help with your prepayment energy meter top-up
How to top up your prepayment electric or gas meter, what to do if you've lost your key or card, help if you can't top up, plus more.
The government is continuing their Energy Price Guarantee. This means that a typical household(1) with a prepayment meter for both gas and electricity won’t pay more than a Direct Debit customer. The government is changing how they apply this discount; it will now reduce your electricity and gas standing charges. We're writing to all our customers to inform them how this will impact them. There's no need to do anything or contact us. The changes will be applied automatically.
Your bill will be based on the amount of energy you use. However, we can assist you in becoming more energy-efficient, which could save you money. Consider switching to a smart Pay As You Go meter to make it easier to budget your energy spend. We also have lots of useful help and advice in our help centre.
What is a prepayment meter?
Prepayment 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.
Quick links to important Prepayment meter info
Help and support with your prepayment meter, card or key
How to top up my electric or gas meter?
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:
- See how much you're spending in pounds and pence
- Set up low balance alerts in MyAccount to get a text or email reminder to top up
- Activate £10 emergency credit if your balance drops below £1
- Top up whenever, from wherever you are with our mobile app, online in MyAccount, via our automated phone line, or in a shop with a PayPoint or Payzone symbol
How does electric key top-up and gas card top-up work?
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 happens if I run out of credit, or forget to top up my electricity meter?
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 period which runs: Monday - Friday, all weekend and Bank Holidays from 6 pm - 11 am.
- 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 £255.
- Your gas meters holds up to £999.
Help with your tariff, bills, debt and more
Get help if you're struggling to pay
If you're finding it hard to pay your energy bills – we're here to support you if you need help.
- Explore how to get help to pay and manage your energy bills
- Get in touch to find out all the different ways we can help
- Get free independent advice from our partner Citizens Advice Plymouth