Unable to Top Up

What happens if I don’t top up?

Your meter has £10 emergency credit built in. This is to help keep your energy supply on until you’re able to top up or the credit runs out. Once you run out of emergency credit, your supply may be temporarily disconnected. When your meter runs out of credit it changes to Disabled Mode, which then means you need to top up. Topping up changes the meter status and allows you to reconnect your meter.

If you run out of credit during periods when it may be difficult to top up, your electricity meter's friendly credit hours will be activated. This is a safety function to ensure your energy supply won't turn off.

How do Emergency Credits work?

Your meter has £10 emergency credit in Summer and £30 in Winter. This is to help keep your energy supply on until you’re able to top up or this credit runs out.

Emergency credit has to be repaid - you must repay any amount of emergency credit used plus standing charges and any payments you’re making towards an outstanding balance (if applicable). It's important to also top up enough credit to cover the cost of the energy you’ll use.

How do Friendly Credit Hours work?

If you run out of credit during periods when it may be difficult to top up, your smart meter’s friendly credit hours will be activated. Traditional electricity meter’s friendly credit hours are from 6pm to 11am Monday to Saturday, all-day Sunday and bank holidays.