Adding your top up credit UTRN to your meter

If your credit doesn’t show on your meter, you can add it manually.  When you top up, you’ll be given a 20-digit Unique Transaction Reference Number  (UTRN) which you’ll find in ScottishPower app on the top up confirmation screen or on your store receipt if you paid in store.

Here’s how to enter your UTRN manually:

We also have videos to help you enter your UTRN manually:

If you’ve waited an hour after topping up and you’ve tried manually entering your UTRN, there are a few reasons why your top up may have failed:

If you’ve run out of money on your meter and your electricity or gas has gone off, you’ll need to restart your meter.

What to do

Step 1 - Before you can restart your meter, you’ll need to top up or use emergency credit. If you’ve already used your emergency credit, you’ll need to top up enough to pay it back and add some extra money to your meter for the energy you’ll use next.

Step 2 – For safety, make sure all appliances are switched off before restarting your meter. If you have a gas meter, this includes your boiler and any other gas appliances.

Step 3 – You’re now ready to restart your meter. The steps and buttons you’ll need to use will depend on the type of meter you have. please follow the instructions for your specific meter here.

Still off supply after restarting?

Check your trip switches are in the “on” position and if you have a gas boiler make sure it doesn’t need to be reset. After checking, if you’re still unable to get your supply back on please get in touch with us.