If we need to add credit to your electricity meter, we’ll call or email you to give you an 8-digit number, also known as a ‘TAG code’, which usually starts with the numbers 05. Then you just follow these instructions:
If you’ve run up a debt and we need to load it onto your electricity meter, we’ll send an ‘action message’ to your meter. Carry on adding credit to your meter as usual, and within a few top-ups you should see the debt on your meter.
The action message will usually take anything from 3 to 5 top-ups to reach your meter, depending on how often and where you top up. It might take up to 10 top-ups if any of these applies to you:
If we need to add credit to your meter, we send a message to a PayPoint. If you’d like us to send it to a specific PayPoint of your choice, you’ll need to let us know; otherwise, we’ll simply send it to the PayPoint you last used.
If we send the message before 3pm, the credit will be available for transfer to your gas meter from 6pm that day.
If we send it after 3pm, it may not reach the PayPoint until the evening of the following day.
To see the credit on your meter you just need to:
At first the meter screen will only show your top-up amount, but then it should show your balance increasing by the amount of credit we’ve added through the PayPoint message.
If you’ve fallen into debt with us, and we’ve arranged with you to load that debt onto your meter for easy repayment, we send a Paypoint message in the same way.
If you contact us and pay off some outstanding debt in another way (by making a one-off payment, for example), we can use the same system to wipe the debt off your gas meter.