Using Emergency Credit and Friendly Credit on your smart top up (prepay) meter

When you’re getting low on credit, you’ll have access to £10 Emergency Credit. This makes sure your home has electricity or gas until you’re able to top up.

You’ll also have ‘Friendly Credit’ in case you run out of credit during the weekend, between 6pm and 9am on weekdays, or on a bank holiday.

If your meter runs out of credit, it’ll switch off. Find out how to switch your meter back on again after you’ve topped up.

Activating Emergency Credit

You’ll be able to access Emergency Credit when you’ve got less than £2 credit left on your meter. 

Follow these steps to activate your Emergency Credit.

If your meter has a keypad (it’ll also have the manufacturer’s name ‘Secure’ printed on it):

  1. Press the number ‘7’ on the keypad on your meter. If Emergency Credit is available, you’ll see a message saying ‘EC OFFER’ on the screen. 
  2. Press the ‘A’ button on your meter. This will tell your meter you want to activate your Emergency Credit. 
  3. Press the ‘B’ button to confirm. This will activate your Emergency Credit, and your meter will then go back to the home screen. 

If your meter doesn’t have a keypad:

  1. Press the ‘A’ button on your meter to turn on the screen.
  2. Press the ‘A’ button again. If your Emergency Credit is available, you’ll see the Emergency Credit screen - it’ll say ‘EmCr’ in the top right of the screen. 
  3. Press the ‘B’ button to activate your Emergency Credit. You’ll see a message confirming it’s been activated, and your meter will then go back to the home screen. 
  4. Pressing the ‘A’ button again will show you how much Emergency Credit you’ve got left.

You’ll need to repay your Emergency Credit in full before you can use it again.

 

Your Friendly Credit hours 

Your meters offer ‘Friendly Credit’, to make sure your home doesn’t run out of gas or electricity at an inconvenient time, like during the middle of the night.

Friendly Credit kicks in automatically at the following times:

Days Times
Monday to Friday 6pm to 9am
Weekends and bank holidays

all day (24 hours)

You’ll need to repay any Friendly Credit you use in full before you can use it again.

To avoid your meters running out of credit, we suggest topping up regularly. With Smart Pay As You Go, we’ll let you know when you’re nearly out of credit.

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