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 2 minutes.

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

Topping up a prepay meter

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

Find out how to top up by using:

 

Topping up using a key or card

Go to your nearest open Paypoint or Payzone

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: 

paypoint_logo.gif payzone_logo.gif

You’ll find Paypoints or Payzones in local corner shops, newsagents, supermarkets and garages. Look out for the yellow or pink logo outside the shop, in the window or at the counter. Before you make the trip, call the shop to make sure it’s open.


Hand over the key or card at the counter and pay for the top up

Once you’re in your local Paypoint or Payzone, walk to the counter and explain that you’d like to top up your key or card. Confirm how much you’d like to pay to top up.

For an electricity key, you can add up to £49 per transaction, up to a limit of £255 in total. There is no top up limit on a gas card.

The cashier will top up the key or card, and after taking your payment, return the key or card to you with a receipt.

Check the receipt once you’ve topped up

If the receipt shows ‘Credit failed’ or ‘Cancelled’, your top up hasn’t worked. Ask the cashier for help. Once you’ve successfully topped up, keep the receipt for reference.

Insert the key or card into the meter when you get home

Once credit has been added to your key or card, pop it into your meter when you get home. 

  • 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

 

Discretionary credit (using a TAG code or message) 

In some circumstances, energy companies are able to provide ‘discretionary credit’. Some companies call this 'temporary credit'. This is like a loan to pay for gas or electricity. There’s a different process for topping up with discretionary credit.

Was this article helpful?