Help and support

I've lost/damaged my prepayment key

If you're off supply or at risk of running out of credit because you’ve lost or damaged your prepayment key, please contact us and we'll arrange a replacement as soon as possible.

We'll provide you with a reference number to take with you to your local outlet where you can request a compatible key (this may be an Npower, EDF or E.ON key).

If you've lost your key outside of

, you can still call us and you'll be given out-of-hours support instructions. Please call 0333 220 0233.

Remember if you’ve just moved suppliers and haven’t received your new key from us yet, you can still use your old key to top up.

Have a smart meter?

If you’ve lost your smart top-up card, don’t worry. All you need is your top-up number. You can find out how to top up your smart prepayment meter by clicking


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