I topped up but my credit hasn't appeared on my meter – what should I do?
How to top up your smart meter
Your smart meter type should be printed on the front of your meter. If you can't see it, you can also find it out by looking at the meter serial number.
| Make | Electric | Gas |
|---|---|---|
| Aclara | xxMxxx | GxFxxxxx or ExFxxxxx |
| Elster | xxKxxx | GxKxxxxx |
| L&G | xxLxxx | ExSxxxxx |
| EDMI | xxExxx | ExExxxxx |
| Utilita | xxPxxx | GxPxxxxx |
For SMETS1 meters (with a keypad)
The easiest and fastest way is to use your In-Home Display (IHD)
Press the Account button
Choose the fuel you want to top up
Enter your PayPoint code
Press enter
Then your top-up will appear on the screen.
Use your gas or electricity meter
Press A on your gas or electricity meter
Enter the code from your receipt
Tap B to confirm
Then your top-up will appear on the screen.
If this doesn’t work, please check your code and try again.
For SMETS2 meters
There are 2 ways to top up manually:
The easiest and fastest way is to use your In-Home Display (IHD)
Tap the menu icon at the bottom right of the screen
Press Top-Up
Choose the fuel you want to top up
Press OK
Enter your PayPoint code
Tap OK
The IHD will then confirm that your money has been added to your meter.
Aclara meters
Electric
Press button B until you reach the Available Credit screen
Press button A until you reach the Enter UTRN, and then press and hold button A to enter this screen
Use button A to increase the digit and button B to move on to the next digit, or to scroll through the numbers if you've entered a digit incorrectly.
Once you've entered all the digits correctly, press and hold button B on the last digit and the UTRN will be accepted.
Gas
Press the right button to enter the main menu
Press the centre button to scroll down to PREPAYMENT and press the right button to enter
Use the centre button to scroll down to NEW PAYMENT and press the right button to enter
To enter the UTRN Top-Up Code number, use the left button to increase the digits and the centre button to move on to the next digit, or to scroll through the numbers if you've entered a digit incorrectly.
Once you've entered all 20 digits correctly, press the right button to confirm - a top-up accepted message will appear if successful.
Elster meters
Electric
From the meter's main screen, press the middle button on the meter to enter the menu screen
Use the top and bottom buttons to navigate the menu until you reach Prepayment, and press the middle button to enter.
Navigate to Enter UTRN and press the middle button
On the Enter UTRN screen, enter all 20 digits - use the top and bottom buttons to select the correct number and the middle button to move on to the next digit.
Once all 20 digits have been entered, press and hold the middle button to confirm (you'll need to press it on the last of the 20 digits).
Gas
Press the middle button to wake up the meter
Use the right arrow button to scroll to the UTRN Entry screen and press the middle button to enter
Use the arrow buttons to select the first digit and then press the middle button to move on to the next number
Once you've entered all 20 digits, press and hold the middle button to confirm (this can be on any of the digits).
L&G meters
Electric
Press button A to enter the main menu
Press button A twice to access the Add Credit screen
Press button B to access the Top-Up Code Entry screen
To enter the Top-Up Code number, use button A to increase the digits and button B to move on to the next digit, or to scroll through the numbers if you've entered a digit incorrectly.
Once you've entered all 20 digits correctly, press and hold button B to confirm. If successful, confirmation of the top-up amount accepted will appear, e.g. £10.00.
Gas
Press the button A to enter the main menu
Press button A twice to access the Credit Entry? screen
Press button B to access the Vend Code screen
To enter the Top-Up Code number, use button A to increase the digits and button B to move on to the next digit, or to scroll through the numbers if you've entered a digit incorrectly.
When you've selected all 20 digits correctly, press and hold button B to enter the code into the meter. If successful, confirmation of the top-up amount accepted will appear, e.g. £10.00.
EDMI meters
Electric
Press the OK button to enter the main menu
Press and hold the OK button on the Main Prepay screen
Press and hold the OK button on the Prepay Top-Up screen
To enter the Top-Up Code number, use the arrow buttons to increase or decrease the digits and the OK button to move on to the next digit.
When all digits have been correctly entered, press and hold the OK button to confirm the Top-Up Code. If successful, confirmation of the top-up amount accepted will appear, e.g. £10.00.
Gas
Press the OK button to enter the main menu
Press the OK button to enter the Prepay menu
Press the OK button to enter the Top Up menu
To enter the Top-Up Code use the arrow buttons to increase or decrease the digits and the OK button to move on to the next digit
When you've selected all 20 digits correctly, press and hold the OK button to enter the code into the meter. If successful, confirmation of the top-up amount accepted will appear, e.g. £10.00.
