All things prepayment.

Just joining us?

If you've just moved over your new gas card will be with you soon. Don't worry about the electricity key, you can keep on using your current one.

Once you've received your new gas card you'll need to register it before you can top it up with any credit. Just pop it in your meter until your meter and leave it for two minutes or until it beeps, simple.

Top tip - make sure you use up your credit on your old card before using your new one.

If you do need a new electricity key don't worry, call us on 0808 501 5200.

Don't worry - your balance will be moved over and you'll continue paying the same rates you were paying npower before. If you have an outstanding debt, we'll also continue taking this at the same rate you agreed with your previous supplier.

Topping up

It's easy to top up at a Payzone, PayPoint or Post Office outlet. Find your nearest outlet on their website.

Just hand them your key or card with the amount of money you want to top up. A minimum of £1 is needed, full pounds only.

Emergency credit

Don't worry, for emergencies your meter will make £5 available to you (known as your emergency credit). You'll need to pay this back when you next top up.

For gas, you can use the emergency credit if you've got less than £2 left. Pop your card into the meter and pressing the red button 'A'

For electricity, you can do this if you've got less than 50p left. Pop your key into the meter and then press the blue button.

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.

Fault on your meter? Check out what to do here.

For gas

If your gas 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.

For electricity

If you electricity 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.

Switch to Smart Pay As You Go.

Prepayment customer? Combine the flexibility of a pay as you go tariff with the convenience of a smart meter. Switching to smart means you can top up by app, online, phone or at a Post Office.

Learn more about the smart combination.

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Got more questions?

If you've got more questions, have a look at our prepayment FAQs. The chances are we've been asked it before.

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