Residential Help & FAQs

Get help with your prepayment meters.

Not sure where your nearest top-up point is or how to check your credit? Here's how you do it.

Here are the most asked prepayment questions.

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.

Need a bit more help?

Check out the various prepayment guides we have to help solve your query.

New to prepayment meters?

Check out our blog about the 5 things you need to know about your electricity and gas prepayment meters.

Paying debt through your meter

Your meter will collect any outstanding balance, if there is one, at the rate we've agreed with you. You'll need to top up enough to cover your weekly repayment amount, regular energy use and daily standing charge.

For gas

Your meter will take money for this debt until the weekly repayment amount has been paid in full. It will take this amount from your first top up after a Wednesday morning each week, and every top up after that until your weekly amount is paid. Any money owed to the meter will be taken in full before you get any gas or electricity.

For gas, the top up will be allocated as shown in the example below

StepsWith a debtWithout a debt

Step 1

Value of top up (full pounds only).

£10 top up

£10 top up

Step 2

Is there a weekly repayment rate?

£5 weekly repayment amount

£0 weekly repayment amount

Step 3

Is there any Emergency Credit or Standing Charge owed?*

£2 emergency credit and standing charge

£2 emergency credit and standing charge

Step 4

Any remaining credit will be allocated for gas

£3 credit for gas

£8 credit for gas

*Press the red 'A' button to check the owed screen

For electricity

Your debt repayments will be taken at regular intervals throughout the week.

Still need to get in touch with us?

We've got a number of ways you can get in touch with us through our community forum, social media pages or by phone and email.

Why not head over to our community forum?

Chat with other customers just like you to get some hot tips and the latest news.

Go now

Contact us by social media.

You can contact us by email, Facebook or Twitter to get a response within hours, we're here to help you 8am - 10pm, 7 days a week. We’ve got all hands on deck and fingers on keyboards to answer questions or concerns as quickly as possible. We promise to reply as soon as we can. 

Contact us by email.

Drop us an email and we'll get back to you as soon as we can.

Home related emailshi@eonnext.com
Business related emails.hellobusiness@eonnext.com

Contact us by phone.

If you prefer giving us a ring, know that our lines are open 9am - 5pm Monday to Thursday, 9am - 4pm Friday.

Speech or hearing impaired customers can put 18001 in front of our phone number to use text relay at no extra cost. You can find out more on the Relay UK website.

Home related calls0808 501 5200
Business related calls0808 501 5699

We're always still here for you after 5pm or over the weekend if you have an emergency with your prepayment or credit meter. You can either call 0808 501 5088, or you can email us or get in touch on our Social Media channels.