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.

What should I do If I’ve lost my electricity key or gas card?

If you’ve lost your key or card get in touch with us Monday to Friday, 9AM to 6PM, on 0300 30 30 635 or by email at We can get you a new one sent out in 3-5 working days.

The first key or card you lose we'll replace free of charge. After this, there will be a £5 charge added to the key or card when it's issued.

Prepay gas meters can remember the last two cards that were used to top up. If you’ve still got your old card you can still use it, even after you have used your first Bulb card. We’d advise using up the credit on your old card before you move on to your new one.

With electricity keys, only one can be remembered so you won't be able to use a previous one.

Check out our guide to activating emergency credit if you're running low on credit. 

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