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What happens if my prepayment meter runs out of credit?

If your prepayment meter runs out of credit, your energy could go off supply – but the good news is that it’s easy to get it up and running again.

As long as you keep topping up your credit and checking your meter/s regularly, you’re not likely to run out of credit. 

But it can happen – so if it does, here’s what to do.

Some traditional prepayment meters will bleep to alert you 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 when you’re not expecting it. 

Either way, your first step should be to top up your payment key or card with credit at your local PayPoint or Payzone (electricity only). 

However, if for some reason you simply can’t top up right away, you may need to access your emergency credit option. That will give you some extra credit and some breathing space so you can get to a shop to top up. 

What if I don’t access my emergency credit, or I use it up so it runs out?

Once you’ve run out of credit, your energy will disconnect and go off supply – but don’t worry, as soon as you top up, it should automatically reconnect when you insert your key or card into the meter again. 

How much credit will I need to add if my meter cuts out?

Keep in mind that we don’t take any standing charges or debt repayments while your energy is disconnected, or when you’re using emergency credit. So those charges will come off as a lump sum when you next top up.

That means that when you top up to reconnect your meter, you’ll need enough money to cover the emergency credit you’ve used, and any standing charges and debt that weren’t paid while you were off supply. 

There’s no minimum credit amount to reconnect your meter – but make sure you top up enough to keep your energy on supply until you’re ready to top up again.

How do I reconnect my meter?

You don’t need to do anything – your meter should reconnect as soon as you’ve topped up enough. However, if it doesn’t reconnect, or you see a message on the screen, please call us on 0800 358 3523 or 0117 370 1041.

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