I can’t afford to top up or pay for my energy. What should I do?

If you can’t afford to top up, please contact us on webchat. Click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 6pm Monday to Friday and 9am to 2pm on Saturday.

Or call us on 0330 175 966. We’re here Monday to Friday, 8am to 8pm, and 9am to 5pm on weekends. We’ll be able to talk through the different ways we can support you. 

We don’t ever want you to risk losing power. We’ve helped thousands of people in your situation and can help you too.

Here are a few ways we can help: 

Additional Support Credit

We might be able to give you Additional Support Credit. To help with your request, we might also ask for some information from you. Any credit you borrow will need to be paid back. But we can spread the cost so you only have to pay it off a little bit at a time. We’ll find a repayment plan that works for you. Just click the green chat icon at the bottom right of your screen – we’re here to help.

Activate emergency credit 

Each Pay As You Go meter has emergency credit for times when your balance is low and you’re unable to top up right away.

Find out how to activate emergency credit.

Get help with our Extra Support Package 

If you need some additional help to manage and pay for your energy, please apply for support. It doesn’t take long. Whether you've had a change in your circumstances or an ongoing need, financial help is available. Find out more. 

Is Pay As You Go still right for me?

If you have a medical issue, young children living with you, or you need extra practical support managing your energy, Pay As You Go might not be right for you. If any of these apply, please get in touch as soon as possible to discuss other options. 

Just click the green chat icon at the bottom right of your screen or call us on 0330 175 9669. We’re available Monday to Friday, 8am to 8pm and 9am to 5pm on weekends – we’re here to help.