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.

Why didn’t my gas card work when I topped up after a long wait?

When topping up for the first time in a while, your gas meter will take some of the credit in order to pay off the standing charge debt you've accumulated.

Even when you're not using your meter, you're still charged a standing charge each day. This is the charge for having a meter connection.

You’re charged a daily standing charge, even when you’re not using your meter. This is the charge for having a meter connection and is usually around 30p per day, but you can find the exact standing charge in your Welcome Pack.

We’ll only ever take up to 30% of a top up to pay off this debt, meaning you’ll always have at least 70% of each top up to pay for your usage.

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