Important information for prepayment customers

You will no doubt be aware of the ongoing Coronavirus outbreak, and the increased planning that many countries are undertaking to help to tackle the spread and impacts of the virus.

As a responsible energy supplier we’re naturally reviewing our plans for what will happen if the Government introduces social distancing measures, or if our business has to work with a reduced workforce or are forced to close our offices for a period of time.

What does this mean to you?

As a prepayment customer, where your energy supply is dependent on having credit on your meter, there is an increased risk that you may not be able to top up your meter as you would normally do if businesses or shops close.  As your energy supplier we’ll always endeavour to provide at least an emergency support function for our prepayment customers but we are also having to try to plan for a situation where we may not be able to due to issues outside of our control.

What can you do to prepare?

Although all this is only a precautionary measure at this stage we are recommending that prepayment customers top up their meters, if they are able too. This will build a credit balance on your meter and lessen the chances of going off supply. You can do this by taking your top-up card to any PayPoint outlet. It is very important that you keep your receipt from your top-up at the PayPoint outlet. You can find your nearest PayPoint retailer here.

If you are a smart prepayment customer you can top-up your smart meter online here.

If you require any further assistance please contact our customer service team at

We had increased the emergency credit levels at the beginning of the Covid lockdown period in March, 2020.  However, these will now go back to the standard emergency credit levels as from 1 August, 2020.  Please contact us if you have any difficulties or see below about topping up your meter.

What is Pay As You Go?

Our Pay As You Go service allows you to pay for your energy just before you use it. You simply top up your credit to cover your future energy usage. It’s an easy way to keep control of your usage and how much you are spending on gas and electricity. However it is a bit more expensive.

You can top up your card or a key at any Post Office, PayPoint and Paypal zone.

We also offer Pay As You Go Smart Meters. With a pre-payment Smart Meter you can also top up online or via your phone.

We always try to be as competitive as possible with our Pay As You Go tariffs to offer you the best price that we can and you will still receive 100% green electricity on this type of tariff at no extra cost.

Is it right for me?

If you want to keep a total control of your spending, this might be the best option for you.

It means that if you want you can build up credit when it is warm to use during winter months, when your usage might be higher.

We offer Pay As You Go tariffs so the best way to find out if this is suitable for you is to read our booklet using links below, or speak to one of our team on 0800 169 0220. Our friendly customer service team can help you to make the best decision and  let you know all of your options.

Our tariffs

Read more about out tariffs here.

Topping Up

Your minimum top up is £5 per fuel so you’ll need to top up £5 on gas and £5 on electricity to get started.

Top up in person

Take your top up card to any PayPoint outlet. It is very important that you keep your receipt from your top up at the PayPoint outlet in case a communication error stops your payment going straight onto your meter. If this happens you will need to manually input your Vend Code into your smart meter or smart meter In Home Display unit.

For guidance on this refer to your support booklet “Welcome to your Smart Meter!” To locate your nearest PayPoint outlet visit the website


Smart Meter users can also top up in these ways:

Top up online

Smart pay as you go top up

Top up over the phone

Call our freephone number on 0800 030 4567 to make a payment.

For more information about smart meters, their benefits and how to get one, click here.

Having top up problems?

Occasionally there may be a communication error that prevents your top up information from reaching your smart meter. If this happens, consult your “Welcome to your Smart Meter” booklet which will give you guidance on manually inputting your top up Vend Code into your In Home Display unit or smart meter.

If you continue to experience problems topping up just call us on 0800 169 0220 and we’ll resolve your issue as quickly as possible.

For more information about how to get a smart meter, click here

Find out more

You can download our Pay As You Go’ booklet here.

Can we help you?

Got a question or need some advice? Get in touch with our team