Support during the coronavirus outbreak

If you need help and can't find an answer in our Help Centre, send us a message or use our online chat. During business hours we usually respond to chats within 3 minutes.

Read our advice to members or find out what to do in an emergency.

How do I top up my prepayment meter?

If this is your first time using your Bulb key or card, find out what to do before you top up.

You top up your prepayment meter by adding credit to your electricity key or gas card.

You can do this anywhere you see a Paypoint or Payzone sign. 

Once credit has been added to your key or card, pop it into your prepayment meter.

For electricity: wait 5 seconds for the meter to register the top up.
For gas: make sure the gold chip on the gas card is facing up. Then press A to complete the top up.

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