Residential Help & FAQs
How do prepayment meters work?
Prepayment meters are really easy to use. It's a bit like a pay as you go mobile, you just top up with credit to get your electricity and gas. The top ups work in different ways. For gas we'll send you a card and for electricity we'll send you a key. You can take these to any Payzone, PayPoint of Post Office outlets to top up.
What if I can't get to a shop?
Don't worry, for emergencies your meter will make £5 available to you (your emergency credit). Just remember, you'll need to pay this back when you next top up.
Can I switch from a prepayment meter to a standard meter?
We know that prepayment meters aren't for everyone, but they can be really good if you want to be more in control of how much energy you use.
Changing to a credit meter might give you access to the best energy deals from E.ON Next or other suppliers.
If you want to swap to a credit meter we may run a credit check on you first. We do this so we know what payment options to offer you. We don't want you to get into debt, it's not good for you or us.
We'll change your meter (we may charge you for this), as long as you pass the credit check and your account is up to date.
I'm moving home what should I do?
Moving home can be a really exciting time with lots to organise, but don't forget about your energy.
Just tell us as soon as you know your move date, as we don't want you to end up paying for someone else's energy. We'll ask you to take some meter readings, when you move, so we can close your account with us.
To get in touch about your move just email us at email@example.com or just give us a call on 0808 501 5200.
I've just moved into a house with a prepayment meter, what should I do?
Don't panic, all you need to do is contact us at firstname.lastname@example.org or give us a call on 0808 501 5200. If you don't you could end up paying the wrong rates as the previous occupier could have had a debt with us.
I've moved from npower, will my prepayment card or key continue to work?
Both electricity and gas card or keys will continue to work while your account moves over. When your move is complete, we’ll send you a new gas card which you can start using straight away. If you have an electricity prepayment meter we don’t need to send you a new key and you can carry on using your existing one.
If you haven't received your new gas card a couple of days after we've moved your account, please get in touch.
I've moved from npower and I still haven't received my new gas card?
You should receive this a couple of days after your account is transferred to us. If you don't receive it within a few days, then please get in touch,
Where can I top up?
How do I top up my gas card?
It’s easy to top up at a Payzone, PayPoint or Post Office outlet. Just hand them your card with the amount of money you want to top up, a minimum of £1 is needed. Fully pounds only as we like rounding! They’ll put the credit on your card, which will transfer to your meter when you put it back in. Don’t forget to press the red button ‘A’ button when your meter asks as this will transfer the credit over.
How do I top up my electricity key?
It’s easy to top up at a Payzone, PayPoint or Post Office outlet. Just hand them your key with the amount of money you want to top up, a minimum of £1 is needed (full pounds only). They’ll put the credit on your key, which will transfer to your meter when you put it back in.
How do I use my emergency credit?
For gas - If you want to use your emergency credit and you’ve got less than £2 left; put your card in the meter then press the red button ‘A’
For electricity – if you want to use your emergency credit and you’ve got less than 50p left, put your key in the meter and press the blue button. Your meter may make a noise when your emergency credit is available to use.
How is my gas or electricity outstanding debt collected?
For gas - your meter will first check to see if anything is owed before giving you credit for gas. If you have a weekly repayment rate the meter will take this amount from your first top up after a Wednesday morning each week.
For electricity - your debt will be taken by your meter regularly throughout the week.
How much debt do a pay I week?
Insert gas card into meter
Press and hold the red button 'A' until you hear a beep or the display on the meter changes.
Now press the red 'A' again until you get to screen 26
Screen 26 will shop you your weekly collection rate
Inset your electricity key into the meter
Press the blue button until you see the letter 'T' - this will show you your weekly collection rate.
How much debt do I have outstanding?
You can find this information on your meter.
Press and hold the red button 'A' until you hear a beep or the display on the meter changes
Now press the red button 'A' again until you get to screen 27
Screen 27 will show you the total debt balance left to pay
Insert your electricity key into the meter
Press the blue button until you see the letter 'S' which will show you the outstanding balance on your meter
Why do I need to top up every week?
It’s part of your agreement to top up your meter with credit every week even if you aren’t using energy. This is to ensure that your debt is repaid in line with your repayment agreement.
If you don’t keep up with the repayment schedule, the meter will take an amount each night from the available credit until the repayments are up to date.
If you don’t top up your meter, we’ll carry on taking a higher weekly debt repayment amount until you’ve caught up with your repayments.
If you’re struggling to pay, please tell us as soon as possible on 0808 501 5200 or email us at email@example.com. We’re here to help.
What happens if there’s a credit or debit balance on my meter?
Your balance is safe and secure. We’ll transfer it over to your E.ON Next account and you’ll see it on your first E.ON Next bill or statement.
Will my prepayment meter prices change when I move to E.ON Next from npower?
Don’t worry - your prices won’t change when we transfer your account to E.ON Next. As always, they’re still reviewed twice each year in line with Ofgem’s price cap and if they ever go up as part of this review, E.ON Next will let you know in advance.
Will I get a new key or card to top up?
Electricity prepayment meters: You can continue to use the same key to top up your prepayment meter. Just carry on as if nothing’s changed.
Gas prepayment meters: When your account is transferred to E.ON Next, we'll send you a new card.
Will I still be able to use my Warm Home Discount voucher to top up my prepayment meter?
Yes – your voucher will be valid for you to top up with npower or with E.ON Next. Just take it to the outlet where you normally top up your electricity key and they’ll load the credit on to your meter as normal.
What do the fault codes on my electricity meter mean?
If you meter displays one of these codes, here's what you need to do:
Error A3 - don't worry, this just means you've taken out your key too soon. Pop it back in.
Error 10 - Try cleaning your key's chip with a dry cloth. If the message stays, then your key's programmed for a different meter. Please call us on 0808 501 5200.
Blank screen - Insert your key and hold the blue button down. If that doesn't work, call us and we'll send someone to take a look.
Error number from 6-44, NO, A1, A2, A6, A10, B1-B7, B9, C4, C5, D1-D7, D9, E4, E5 - These different error codes are all caused by a faulty key. Please call us on 0808 501 5200.
Reset, token no, or error number 1, 2, 3, 50, 99, A4, A5, A7, A8, A9, C1, E1, E6 - Unfortunately these error codes all mean that your meter is broker. Please call us on 0808 501 5200.
What do the fault codes on my gas meter mean?
If your meter displays one of these codes, here's what you need to do:
Call help - call us on 0808 501 5200
Battery fail – call us on 0808 501 5200
Card not accepted, shown as M***** or M----- on your meter display – call us on 0808 501 5200
Blank screen – call us on 0808 501 5200
Card fail 04, 28, 25, 28 shown on your meter display – make sure your card is clean and reinsert the card. If this does not work, call us on 0808 501 5200.