Help and support

What additional help is there if I'm struggling to top up my prepayment meter?

This page is about prepayment meters. If you have a prepayment meter, please click

.

If you’re running out of credit and can’t afford to top up, you risk your supply going off. This is because your standing charge is deducted from the meter’s credit each day even if you don’t use any gas or electricity.

So if you can't afford to top up, please contact us. 

If you don’t buy enough credit to cover your energy usage, standing charge and any debt repayments, then your energy supply will stop – this is called ‘self-disconnection’. We don't want this to happen to you.

We have a friendly, specialist team who will support you in the best way we can, which may include providing you support credit so you can stay on supply. Call our UK-based customer services team on 0333 777 3215.

It’ll also be helpful to tell us if: 

  • Anyone in the household has a long-term illness or disability that means they need a constant supply of electricity. 

  • Anyone in the household is over 60. 

  • You’re facing extreme financial difficulties. 

  • Your home will be empty for a while.

Alternatively, visit our

page.

When you contact us we can:

  • See if you’re eligible for schemes that may be able to provide financial support, such as the

    .

  • Discuss reducing the collection rate, if you have debt that you’re paying back.

  • Direct you to

    who can offer support if you have debt that you are paying back. 

  • Discuss moving you to a more convenient payment method that may be cheaper.

Emergency and Friendly Credit 

Emergency credit 

  • Most meters have Emergency Credit so you won't lose your energy supply before you top up.

  • Some meters automatically enable the credit, while others need you to manually accept it. Find out how to access the Emergency Credit on your prepayment meter

    .

  • Smart meters have £10 Emergency Credit available.

  • On traditional meters, the Emergency Credit has increased from £5 to £10.

Friendly credit

  • If you run out of Emergency Credit, Friendly Credit is automatically available on many prepayment meters at specific times of the day for when it can be difficult to get out to top up: 

Most traditional electricity prepayment meters:

  • Weekdays: 6pm to 9am

  • Weekends: 6pm on Friday to 9am on Monday

Smart electricity and gas prepayment meters:

  • Weekdays: 4pm to 10am

  • Weekends: 4pm on Friday to 10am on Monday

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

Support credit

  • When you contact us if you’re struggling to top up, we may be able to offer you some support credit if you’re in a vulnerable situation, and are either off-supply or at risk of going off supply, depending on your circumstances. 

Support credit is repaid each week at an agreed amount. 

Energy efficiency advice

Explore our

for simple, affordable ways to save energy at home and help your top-ups go further.

Switching suppliers with an outstanding balance 

You can switch to another supplier if you have a debt of less than £500. You’ll need to speak with your new supplier first to let them know how much you owe, and that you want to repay it through your meter once you’ve switched to them. They’ll then contact us to confirm your details and to let us know when you’ll be switching.

We can also provide

.

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