Residential Help & FAQs
Get help with your Smart Pay As You Go meter.
Here are the most asked Smart Pay As You Go questions.
How can I top up online?
How can I top up at the shop?
What type of meter do I have?
I need to enter a valid amount when I'm topping up. What does this mean?
How can I split my Smart Pay As You Go top up between my electricity and gas?
What to do if a payment hasn't reached your meter straight away and we've sent you a code.
How can I activate my emergency credit?
How can I tell if I'm using emergency credit or not?
What are friendly hours?
How to get back on supply after your meter has been disconnected.
How can I check how much energy I'm using?
What will happen to my Smart Pay As You Go account if I change supplier?
How do I check my balance?
How do you collect my standing charge?
My smart in-home display isn't working?
Can I move money between my meters?
Need a bit more help?
Check out the various smart guides we have to help you with your query.
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.
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.
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.
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.