Help and support

How to top up your smart prepayment meter

Topping up is easy.

You can add from £5 to £49 at a PayPoint retailer, or top up from home – or anywhere – using your mobile phone with the UW app. Your new balance can sometimes take up to 45 minutes to appear, but it’s often much quicker.

Top up online

Click

to access the online portal.

Or find it within the Energy section of the UW app. Just log in with your account number and password – or register for the first time.

We suggest you register an account for quicker and smoother payments; you’ll need your bank card details and top up number.

Top up in-store

  • Take your top up number to your local PayPoint outlet. You can find your nearest PayPoint outlet

    .

  • Buy the amount of credit you'd like.

  • The cashier will top up your card and give you a receipt. Keep hold of it until the credit is showing on your display.


Applying an in-store top-up via your meter

If you need access to your top-up sooner, or on rare occasions where the automated top-up by your PayPoint retailer doesn’t register on your meter, these steps show you how to manually register your top-up.

For a first-generation smart meter

1. Type the code from your receipt into your smart energy display.

  • On the main menu screen select ‘Account’

  • Then enter the code on your screen

2. Or type the code from your receipt directly into your meter by:

  • Pressing A on the keypad and the display will show vend mode

  • Then type in the code from your receipt and press B to confirm

  • If you enter a wrong number, press A to delete it

If you need help topping up your smart meter, please

.

For a second-generation smart meter

You’ll need the receipt from your energy purchase, showing a unique 20-digit top-up number.

  1. Tap ‘Home’. Then tap the ‘Lightning bolt/flame’ button to choose electricity or gas. Tap ‘OK’.

  2. Press the right arrow until you see ‘Apply Top-up’. Tap ‘OK’. 

  3. Enter your top-up number using the arrow buttons to scroll through digits 0–9. Tap ‘OK’ to add a digit.

  4. After you’ve entered the last digit of the top-up number, the screen will display 'Top-up sent', then the amount of the top up and ‘Top-up successful’.

  5. If your top-up number is invalid, the screen will display ‘Top-up failed’. If you’re sure you’ve entered everything correctly, call us for help.


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