I have a prepayment meter, but have no supply

No electricity from my key meter

Something's broken, lost or I can see an error code

I have an error message on my meter Read our Understanding messages on your meter guide to find out what to do next.

My key is not being accepted at the Payzone or Post Office The outlet may be able to resolve the issue. If not, they may advise you to contact us. Don't worry. We’ll try and resolve the issue.

My key is lost or damaged

If you have the same meter and it hasn’t been exchanged or reset recently, please read Getting a new card or key for your meter. Then you can arrange to collect a new key or card from your nearest Payzone SuperAgent.

My top up isn't working

I've topped up my key, but I don't have any supply The supply may be off because Emergency Credit and Friendly Emergency Credit have been used. There could also be debt on the meter or a build-up of standing charges.

If the meter changes between Display A and Display B every 5-10 seconds, Display B shows the minimum amount you need to top up to clear any charges and restore your supply.

Insert the key or press the blue button to activate the meter. If the screen remains blank, there’s a fault with your meter, and you’ll need to call us.

There’s also a possibility that there’s not enough room on your meter for the top up on your key. Key meters can only hold £255 of credit. For example, if your meter has £100 credit, and your key has £160 to top up the meter. It won’t work until the meter’s credit drops to £95. This will leave room to reach the £255 limit. Debt will only be on the meter if you pay an outstanding balance through an agreed weekly amount deducted directly from your top ups.

If there's debt on the meter that isn't yours because you've recently moved into a property, Please call us before using a card or key left with the meter. So we can ensure you're not paying someone else's outstanding bill.

I think there's something wrong with my meter

I have money on my meter and it's switched on, but I still don't have electricity

• If you run out of credit, your meter will need to be turned back on. Insert your key or press the blue button to reactivate it

• Ensure the meter has available credit and doesn't display EMC (Emergency Meter Credit) or any debt. Sometimes your top up may have been taken to pay back EMC and you'll need to top up again to get your supply back. There could also be a debt to repay or a build up of standing charges

• Check your other appliances are working. If one of them is working, then there's no problem with your supply

• Check your fuse box in case any electrical fuse switches have tripped

If your meter display is blank, physically damaged, seems dangerous, or you still need supply, follow the Emergencies guidelines.

Something's broken, lost or I can see an error code

I have an error message on my meter

You may need a new key for your meter, or an engineer might need to take a look. Read Understanding messages on your meter page to see what to do next.

My card is not being accepted at the Payzone or Post Office

The outlet may be able to resolve the issue. If not, they may advise you to contact us. Don't worry. We’ll try and resolve the issue.

My card is lost or damaged

If you have the same meter and it hasn’t been exchanged or reset recently, please read Getting a new card or key for your meter. Then you can arrange to collect a new key or card from your nearest Payzone SuperAgent.

My top us isn't working

My meter took money from my top up - what happened?

If there's debt on the meter that isn't yours because you've recently moved into a property, Please call us before using a card or key left with the meter. So we can ensure you're not paying someone else's outstanding bill.

I think there's something wrong with my meter

I have money on my meter, and it's switched on, but I still haven't got any gas

• If you ran out of credit your meter will need to be turned back on. Carefully follow the instructions on your meter screen

• Ensure the meter has available credit and doesn't display EMC (Emergency Meter Credit) or any debt. Sometimes your top up may have been taken to pay back EMC and you'll need to top up again to get your supply back. There could also be a debt to repay or a build up of standing charges

• Check the position of the gas Emergency Cut-off Valve (ECV). If it’s in the off position, this could be causing the loss of your gas supply

• Check your other appliances are working. If one of them is working, then there's no problem with your supply

• If your central heating isn’t working, check the boiler for any error messages. If the gas meter runs out of credit and switches off, the boiler may require a reset. You can do this by following the manufacturer's instructions

If your meter display is blank, physically damaged, seems dangerous or you still need supply follow the Emergencies guidelines.

No electricity or gas from my smart prepayment meter

My card is lost or damaged

The quickest and most convenient way to top up your smart prepayment meter is with our app or your online account. It's easy to set up, and you won't need your card to top up in the future.

You can request a card using our automated card request line. Just call 0330 332 0976, select option 3, and we'll send one within 3 working days.

If you need to top up urgently but don't have an online account or the app,you can still top up without your card as long as you know your smart card number. It’s the 19-digit number written on your smart card. If you have this number saved, you can use it to top up using our automated payment line or at your local Payzone or Post Office.

My top up isn't working

My Smart top up hasn't appeared on my meter

We'll make repeatedly attempt to register your top-up on the smart meter over 48 hours.

Check that you have topped up the correct fuel. If you don’t want to wait for the payment to arrive, you can manually add it through your gas or electric meter.

If your top-up hasn’t appeared automatically, here are the instructions for manually topping up your Smart Pay As You Go Gas or Electricity Meter.

If there’s debt on the meter that isn’t yours because you’ve recently moved in to a property, please check with us before using a card or key left with the meter. This is to make sure you don't end up paying someone else's outstanding bill. Call our Pay As You Go customer number and we can help.

I think there's something wrong with my meter

I have money on my meter and it's switched on, but I still have no supply

• If you run out of credit your meter will need to be turned back on. Read the instructions for your meter

• Ensure the meter has available credit and doesn't display EMC (Emergency Meter Credit) or any debt. Sometimes your top up may have been taken to pay back EMC and you'll need to top up again to get your supply back. There could also be a debt to repay or a build up of standing charges

• For gas, check the position of the gas Emergency Cut-off Valve (ECV). If it’s in the off position, this could be causing the loss of your gas supply

• Check your other appliances are working. If one of them is working, then there's no problem with your supply

• If your central heating isn’t working, check the boiler for any error messages. If the gas meter runs out of credit and switches off, the boiler may require a reset. You can do this by following the manufacturer's instructions

• Check your fuse box in case any electrical fuse switches have tripped

If your meter display is blank, physically damaged, seems dangerous, or you still need supply, follow the Emergencies guidelines.