I topped up but my credit hasn't appeared on my meter – what should I do?

For SMETS1 meters (with a keypad)

There are 2 ways to top up manually:

1. 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.

2. 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 (usually either an Aclara electricity meter with 2 buttons, or a Flonidan gas meter with 3 buttons)

There are 2 ways to top up manually:

1. 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.

2. Use your Aclara electricity and Flonidan gas meter.

For electricity, use your Aclara meter: 

• Press A on your meter until you see Enter Top Up Code
• Press and hold A to begin typing
• Enter your code using the A and B buttons to navigate through the digits
• Press and hold B when complete

If successful, the top-up amount will appear on the screen.

For gas, use your Flonidan meter:

• Press C on your gas meter to enter the menu
• Using A and B, scroll to Prepayment and press C
• Tap A and B until you see New Payment
• Press C to select it
• Use A and B to enter your code
• Tap C again

Please visit our smart guide page if you need any more help.