New system update for prepayment customers
As technology is always changing, we’ve created a new energy account system that will make managing your energy as easy as possible. This will give you the best prepayment experience possible.
Watch our quick video
Find out the key things you need to know about moving onto our new system, including downloading our new app and about activating your new look account.
Topping up next steps
If you top up in store or top up as a guest
If you only top-up instore, you’ll receive a new Smart Card which will replace your old one, which won’t work anymore – please recycle it. Find your nearest recycling centre at www.recycle-more.co.uk.
If you top up using the app
You won’t be able to top up in the current ‘British Gas’ app anymore - please download the new British Gas Energy app . You can follow the links below to do this. You can still use your existing login details.
If you top up on our website
To continue topping up online, activate your new-look online account here. You can use your existing login details or set up a new online account if you don’t have one already.
If you need to get in touch
You’ll get a new account number that you can use whenever you contact us. It will also be available in your online account, in the app or any correspondence you get from us.
Common FAQs
I'm having trouble accessing my new online account
If you have trouble accessing your new account, try resetting your password on the login page first. And if that doesn’t work, please contact us on Live Chat - we’re open Monday to Friday 8am-8pm, Saturday 9am-5pm.
Will my smart meter work on the new system?
Yes, moving onto our new system won’t have any impact on smart meters. If your smart meter was working correctly before the switch, it’ll continue to work afterwards.
Will my supply be interrupted?
Your supply will continue as normal, but if you notice any problems please get in touch with us as soon as possible.
I can’t top up
There is a possibility you won’t be able to top-up the day that we move your account across. Please try again in a few hours when it should be working properly for you.
If you’re having trouble topping up on other occasions, you can top-up using the British Gas Energy app, online, over the phone or at your local Payzone outlet or Post Office.
If you’re still having trouble please get in touch with us and we will help you.
I’m unable to top-up in new app
There is a possibility you won’t be able to top-up in our new app on the day that we move your account across. If you experience this issue, please try again in a few hours. If you need to top-up straight away, please contact us. Otherwise, please wait until the following day when it should be working properly for you.
Will my tariff be affected?
Your tariff and prices will stay the same. You may see your tariff now being referred to as Standard Variable Tariff but there will be no change to the prices you are charged.
For more details about the rates we charge go to www.britishgas.co.uk/alltariffs
Where can I find my T&Cs?
You can find the full terms and conditions of your energy supply on our website at www.britishgas.co.uk/terms
How will I know when I’m on the new system?
On the day your account has been moved to the new system, you’ll receive an email and/or a letter from us with everything you need to know, including your new Smart Card number. If we have a mobile number for you, we’ll send you an SMS too.
Here’s what you can expect:


I've used my old card to top-up
If you have used your old card to top up after we have moved you to our new system, please contact us so we can arrange for this to be added to your new account and make sure your meter is up-to-date.
Download the new British Gas
Energy app
For our new system, we have a new-look app. Search for ‘British Gas Energy’ in the App store and Google Play.