Help and support

How do I access my emergency or friendly credit on my prepayment meter?

What is Emergency Credit?

If your credit is running low, you’ll see a low credit alert on your meter or, for smart meters, on your in-home smart meter display. 

You’ll be able to add £10 Emergency Credit to your meter.

Smart meters and many non-smart meters also have additional Friendly Credit, in case your Emergency Credit runs out when you can’t get to a shop. 

Remember, you’ll need to repay both Emergency and Friendly Credit the next time you top up.

How to access Emergency Credit

Traditional (non-smart) meters

Electricity

  1. When your meter has less than £1 of credit, it’ll beep to warn you and an ‘E’ will flash on the display. This lets you know that Emergency Credit is available. 

  2. To start using it, put your key in the meter – if it's already in, just take it out and put it back. 

  3. The meter will beep three times to confirm you're now using Emergency Credit.

Gas 

  1. IMPORTANT – first check that all gas appliances are switched off before putting your card in the meter. 

  2. A message saying 'PRESS BUTTON A to accept the Emergency Credit' will come on the display screen. 

  3. Press the red 'A' button and your Emergency Credit will be ready to use.


First-generation smart meters

If you run low on credit, your meter will make a sound and the LED will flash red. To use the £10 Emergency Credit and stop the alarm, press the ‘E-Credit’ button.


Second-generation smart meters

How to access £10 Emergency Credit 

  1. Tap the ‘Lightning bolt/flame’ button on your smart meter display:

    • For electricity credit, until you see the lightning symbol on screen. 

    • For gas credit, until you see the flame symbol on screen.

  2. Tap ‘OK’.

  3. Tap ‘OK’ again to select ‘Emergency Credit’, then use the left and right arrows to choose ‘Yes’ or ‘Not yet’.

  4. Tap ‘OK’ to save your choice.

Check how much Emergency Credit is available 

  1. Tap ‘Home’

  2. Tap the ‘Lightning bolt/flame’ button:

    • For electricity credit, until you see the lightning symbol on screen.

    • For gas credit, until you see the flame symbol on screen.

  3. Tap the left arrow to see your Emergency Credit balance. 

If you go away...

Make sure you leave enough credit on your meter to cover the energy your fridge, freezer and other appliances will use while you’re away, as well as any standing charges.

Friendly Credit: for when Emergency Credit runs out

We understand it can be difficult to get a top-up sometimes, especially at night. So, if you run out of Emergency Credit, our Friendly Credit option kicks in on smart meters and many models of non-smart electricity meters. 

Friendly Credit is automatically applied if your credit or Emergency Credit has been used up during the below times, so you don’t get disconnected before the shops are open:

  • Weekdays from 4pm to 10am

  • Weekends start at 4pm on a Friday and last until 10am on Monday

Remember to repay any Emergency and Friendly Credit you use 

If you don’t top up your meters or apply Emergency or Friendly Credit, your supply will go off when your normal credit runs out. 

Don’t forget, you need to repay both Emergency and Friendly Credit the next time you top up.

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