If you top up at a PayPoint
You can collect a new gas card from your nearest PayPoint store, simply by telling the shopkeeper that you need a new card. Before putting credit on the card, you need to activate it by inserting it in your meter for 1 minute. Find a PayPoint near you.
We can post a new card out to you within 3 working days. Call us on 0800 048 0303.* We're open 24 hours a day.
If there was any money on the card when it was stolen then we can refund this for you. Simply call us on the above number and tell the agent how much was lost. They will perform some checks and then issue the refund as a credit to your meter. If the money lost was a large amount then they may ask you to send in a receipt or the crime reference report first.
If you top up online using Home Energy Top Up, you'll need a new card. Find out how to get a replacement Home Energy Top Up card.
*Calls may be recorded and/or monitored for quality assurance and compliance purposes.
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