What do I do if there is an Incompatible Browser message?

( ratingratings)
Incompatible browser

The Home Energy Top Up service is only compatible with Internet Explorer 7, 8, 9, 10 & 11. That means if you are using a different browser (e.g. Google Chrome, Mozilla Firefox or Apple Safari) it will not work and you will need to change your browser to Internet Explorer 7, 8, 9, 10 & 11.

To do this:

  1. Close down your current internet session
  2. Locate the Internet Explorer icon (located in either your start bar, task bar or in the program list)
  3. Select this and then re-visit www.britishgas.co.uk/topup


I’m using Internet Explorer and I’m still having difficulties

Internet Explorer comes in 2 versions: 32 bit and 64 bit.

Home Energy Top Up only works on the 32 bit version which may be why you cannot download the Active X software.

You will need to change your internet browser to 32 bit. To do this:

  1. Go to the program list from the Start menu, select “All programs”.
  2. Do you have 2 Internet Explorer icons?
  3. Right click on Internet Explorer (Not the 64 bit version).
  4. Then select “Run as administrator” from the drop down menu.
  5. Navigate back to the British Gas website and go through the top up procedure again.
If you are using Internet Explorer 6

If this doesn’t solve your problem please contact us on 0800 107 0188*.


* Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Opening hours: Monday to Friday: 8am - 8pm, Saturday: 8am - 6pm.



How useful did you find the information on this page?

Share your thoughts to help us improve our website.