How do I get my emergency credit on my prepayment meter?

Run out of credit on your meter and can’t top it up straight away? Activating your emergency credit will get you extra credit to keep your energy flowing.

If you’re on a PAYG plan, you should always keep an eye on the amount of credit in your gas and electricity meters to make sure your credit doesn’t get too low. However, if you’re very busy, or you’ve been away for a while, or you simply forget to check, you may run out of credit and need to activate your emergency credit.

Some traditional prepayment meters will bleep to let you know if you’re about to run out of credit for either your gas or your electricity. 

Others may not, so you might go off supply unexpectedly if you haven’t checked the credit balance on your meter recently. That’s why it’s so important to monitor the level of credit in your meters.

If either your gas or electricity does cut off, of course your first step should be to top up your credit – by visiting a PayPoint, Payzone or Post Office to top up your electricity key, or a PayPoint for your gas card, and then transferring the credit to your meter. 

However, if for some reason you simply can’t get to a PayPoint right away, you may need to access your emergency credit option.

You can use the digital screen on your electricity meter to check how much emergency credit is available by inserting your payment key and then pressing the button. The digital display will then scroll through a set of screens showing information about your supply and prices. When screen R or 7 appears, it will have the information you need.

Find out more about reading your meter screen here

Once you’ve activated your emergency credit, you can also check how much you’ve got left by scrolling back to screen R or 7 again in the same way.

If your gas or electricity has gone off but you believe you still have some credit in your meter

If you think there’s a power cut, you can check by calling the power cut helpline on 105 for an update.

If there’s definitely not a power cut going on, there may be something wrong with your meter, so please contact us as soon as you can. Just give us a call on 0800 358 3523 or on our landline number 01173 701 041 – we’re around Monday to Friday 8am – 8pm, and Saturday 9am – 5pm.

We’ll need to know your OVO energy account number, so please have it ready to tell us.

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