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How do I top-up for the first time using my new gas card or electricity key?

When you switch to E we will send you a key to top up your electricity meter and a card to top up your gas meter.

You will need to start by registering your electricity key and/or your gas card. To register them simply put them into the relevant meter for 60 seconds and once you hear a beep and see a message on the screen, your key/card will be registered.

Now you’re ready to top up!

How do I top up my meter?

Take your gas card or electricity key to any PayPoint or PayZone outlet (gas & electricity) or Post Office (gas only). Simply tell the shop assistant how much you’d like to top up and they’ll credit your key or card once you’ve paid and provide you with a receipt.. When you’re back home, just insert your key or card into the relevant meter to add the credit you purchased.

The minimum top-up you will be able to make is £1 and you will only be able to top-up in whole pounds.

We recommend you keep your receipt each time you top up in case there’s a problem, for example, if the money doesn’t appear on your meter and we need to investigate it for you.

My top–up hasn’t worked

Check your key or card and give it a quick wipe with a dry cloth and reinsert it into the meter. If nothing changes, check your receipt and make sure the credit was added to the correct supply (gas or electricity).

If an error message appears on your meter when you insert your key or card, please call us on 0333 103 9575 so we can put things right for you.

When you call you will need to be near the meter for us to troubleshoot with you.

If you do not see an error code but the money doesn’t seem to have gone onto your meter, it may be that the credit has gone towards paying off debt or emergency credit.

If you believe there is a fault with your key or card, please give us a call and we will arrange for a new one to be sent out free of charge.

I have topped up the wrong key by mistake, what do I do?

If you still have your receipt give us a call and we can issue a refund to the correct key. If you don’t have the receipt, try and obtain a merchant’s copy by going back to the store you topped up at and requesting a copy of your receipt. If you’re unable to do this, please give us a call to discuss your options.

My gas meter is showing ‘Off’ but I have credit

You need to open the valve to release the gas. Please complete the following steps:

  1. Turn any gas appliances off.
  2. Make sure you have credit on your gas meter or gas card.
  3. Insert the card into your meter.
  4. The meter will display the credit you have on the card (if the card has no credit, it will display 0.00 on card)
  5. The meter will prompt you to ‘Hold A for Gas’, A is the red button on your gas meter.
  6. You will then be prompted to ‘Release A for Gas’ at which point you can let go of the red button.
  7. The meter will beep and the display will change from ‘Off’ to ‘On’ and supply will be re-instated.

The 8-digit credit code you have given me over the phone does not work. What should I do?

It takes up to one hour for the code to become active, check when you were issued the code and try collecting it again once an hour has passed.

If you’re sure enough time has passed, give us a call and we can check the code for you.

You need to make sure you are trying to pick the code up from a PayPoint. Find your closest PayPoint and enter your postcode.

What is emergency credit?

Sometimes things don’t go to plan and we know there are times when you just can’t leave the house. If you run out of credit and cannot go out to top-up, you can access your emergency credit to tide you over by inserting your card or key into your meter and following the instructions.

Next time you top up you’ll have to pay back the emergency credit you’ve used. When you are topping up your key or card, remember to include enough money to cover the emergency credit and standing charges, as well the amount you would like on your meter.

You won’t be able to use emergency credit again until it’s been paid back in full.

To access your emergency credit, you must have the key or card in the meter.

What happens if I use up all of my emergency credit?

If you use up all your emergency credit in either your gas or electricity meter, it will shut off your gas or electricity so you will become ‘off supply’.

If that happens, you need to get to a PayPoint or PayZone outlet (gas & electricity) or Post office (gas only) and add credit as soon as possible. Make sure you buy enough credit to:

  • Repay all the emergency credit you’ve used;
  • Repay the standing charges you’ve built up whilst you’ve been in emergency credit or off supply;
  • Pay for the gas or electricity you’ll need until you can top up again;
  • Cover any existing debt repayments that you may pay from your meter.

What should I do if I have an error message on my electricity meter?

This may be because there is some dust on the key which will stop it from working.

Try blowing on the copper chip at the top of your key or try wiping the chip with a soft cloth – DO NOT USE ANY CLEANING PRODUCTS.

Re-insert the key into the meter and check if the error message appears again.

If the error message remains, make a note of your meter serial number. This begins with S or F and is usually located under the display screen,above or below the barcode. Once you’ve done that please call us on 0333 103 9575 during our opening hours.

Have I been charged for using my emergency credit?

There is no charge for using your emergency credit. When you’re using your emergency credit, the meter does not take your daily standing charge, and instead it builds up as debt until you next top up and are back in credit. When you top up after you’ve used your emergency credit, you have to repay the full amount you’ve used plus any standing charges you’ve built up. If you’re unsure of how much you need to top up after using your emergency credit go to your meter and press the blue button once. This will show you screen B which is the amount you would need to top up to clear the emergency, standing charge, any debt payments you are making and get you back in credit.

What is the maximum credit I can have on my meters?

You can have up to £255 credit on your electricity meter and £249 on your gas meter. If you try to topup more than this, the credit on your key or card won’t transfer to your meter.

Don’t worry the credit is not lost but it will just stay on your key or card until the credit balance on the meter is low enough to allow you to add the credit without exceeding the maximum amount.

What is the maximum and minimum amounts that I can top up?

  • The minimum you can top up is £1.
  • The maximum you can top up in a single transaction is £49.

How do I receive the £50 dual fuel credit?

If you have a standard electricity meter, after the 12 month period, we will send you a voucher for you take to your local payment store when you top up your electricity meter.

If you have a Smart Meter, we will credit your electricity meter after the 12 month period.

Call us on 0333 103 957

Call us on

0333 103 9575
Monday - Friday 8am - 7pm
Saturday 9am - 5pm


Write to us

Write to us at

E, T3
Trinity Park
Birmingham
B37 7ES


If you have an urgent enquiry please call our Customer Helpline number 0333 103 9575