Join Smart Pay As You Go

Activating your emergency credit

Your display will alert you when your balance  is running low. You’ll set your low balance value when you first sign up and if you’d like to change it, you can do so online, via the app or by giving us a call.

You’ll get £15 emergency credit for each fuel, however if you’re a single fuel customer you’ll get £20 emergency credit.

Following a low credit alert, your display will let you know how much credit is available to use. To activate your emergency credit, press Menu/OK and select ‘activate emergency credit’. The screen will update to show you that the emergency credit has been selected and will be used when the credit has been depleted.

You can easily track the remaining meter balance via the home button.

Topping up by UTRN

If your payment hasn’t reached your meter, pay as you go top ups may need to be performed via manual entry of a 20-digit number. If you’ve asked to be contacted by email or text, we’ll let you know if we’re having problems and advise you what to do. If we can’t contact you that way and your payment hasn’t reached your meter, you’ll need to call us. If you’re sent an email or text with a 20-digit number, this is what you’ll need to do:

• On your in-home display press OK
• Use the arrow buttons and scroll to ‘Apply Top Up’. Press OK
• You will then be prompted to enter your 20 digit top-up code
• Using arrow buttons find the number (0 - 9) you need to insert, once you have found it, press OK to confirm. The cursor will move to the next space and you will need to repeat the above steps, until all numbers are entered
• Once complete, to confirm press OK. It will say ‘Top Up Sent’ . You will receive a message which will confirm if the top-up has been Accepted/Rejected
• To view the message, press OK and use arrow buttons to scroll to ‘Messages’

If accepted your balance, minus any debt recovery, will be updated.

If a top-up is rejected it maybe that it has already been applied, check your balance. If not, please repeat the above process checking the code matches.

Getting your supply back on after your meter’s been disconnected 

For your Electricity

If your electricity meter has been disconnected, when you top up you’ll automatically be reconnected when you’re back in credit. Please be aware that any appliance left on or plugged in may restart as soon as the meters reactivate. These include appliances such as electric hobs, heaters and hairstylers.

If your electricity meter has not automatically reconnected, you can do this yourself on your in-home display or meter:

In-home display

• On your in-home display screen it should say ‘Activate Supply’ if you are disconnected. Press OK
• You will be asked to confirm the activation. Press OK
• Once confirmed, you will be asked to make sure it is safe to activate. Please make sure you have all electrical appliances off before confirming. To confirm press OK.

Meter

Follow the instructions on the meter.

For your Gas

If your gas meter has been disconnected and you’re topping up, you’ll need to reactivate your gas meter manually. To get your gas supply back on you’ll need to follow the instructions on your meter. Be careful not to leave any gas appliances such as gas hobs and fires switched on whilst you’re disconnected.

For everything else relating to your new smart pay as you go meter, please refer to your welcome booklet or alternatively give us a call.

Activating your emergency credit

If your balance falls below £2 or less and you can’t top up your meter straight away, you can activate £15 emergency credit per fuel (£20 if you only have electricity).

If your meter display shows ‘EC OFFERED’ press button ‘A’. If it doesn’t, press ‘7’ on the keypad then button ‘A’.

After you’ve activated emergency credit, we’ll still collect your daily standing charge and any repayment plan debts due. Once the emergency credit is used up, your supply will disconnect unless you top up.

Topping up by UTRN

If your payment hasn’t reached your meter, prepayment top ups may need to be performed via manual entry of a 20-digit number. This is done as follows:

• Press A on the keypad followed by the first digit and then B. Repeat until all digits have been entered
• If you make a mistake, press A to start again. If you enter an incorrect code five times in a row, you'll see a KEY LOCKED message and won't be able to try again for 20 seconds.

Getting your supply back on after your meter’s been disconnected 

If you’ve been disconnected, your Smart in-home display will show you how much you need to top up, or you can press button B on your meter keypad.

Once you’re back in credit your electricity supply will automatically reconnect. To get your gas supply back on you’ll need to press ‘B’ on your meter followed by ‘A’ and then ‘B’ within 30 seconds of each other.

For everything else relating to your new smart pay as you go meter, please refer to your welcome booklet or alternatively give us a call.