Problems getting to or topping up your prepayment meter
If you can’t get to or top up your prepayment meter, your supplier should install a credit meter or remotely switch your smart meter to credit mode.
Your supplier should do this if you:
are aged 85 or older and live alone
are disabled or have a health condition
can’t afford to top up and you’re aged 75 or older
can’t afford to top up and live with children aged 5 and under
You can’t get to your prepayment meter
Your supplier has to make sure you can get to your prepayment meter. Tell them if:
you can’t reach your meter - for example, it’s above head height
you can't get to your meter - for example, it's in a shared cupboard you don’t have a key for
your meter is outside or in a separate building
Your supplier should try to move your meter to somewhere you can get to. If they can’t move it, they can:
replace it with a standard meter that lets you pay for energy after you use it
install a smart meter in prepayment mode
If you can’t top up nearby
Tell your energy supplier if you have a prepayment meter and you can't easily get to a shop to add credit. Tell them if:
you live alone and have a health condition or disability
you’d have to travel a long way or for a long time
it would cost you a lot to get there
you’d find the journey difficult, for example, if you find it hard to walk long distances
Your supplier might agree to give you:
another way to top up your prepayment meter, for example by text message
a smart meter in prepayment mode that you can top up online
a credit meter that lets you pay bills monthly or quarterly
Using cash to top up your smart meter
Tell your supplier if you’re using prepayment mode on your smart meter and need to add credit by paying cash.
They should give you a way to top up your smart meter in a shop, for example they might give you a barcode, card or reference number to give to the shop.
The credit should be added to your meter immediately. Keep your receipt as proof in case there is a problem.
You can use cash to top up at a Post Office, Payzone, or any shop with a PayPoint logo.
You have problems working your meter
Contact your supplier for help if:
you don’t know how to work your meter
you need a new meter key or card
your meter takes tokens - this means it’s out of date and should be replaced
Complain to your supplier if you’ve contacted them and you don’t think their response was reasonable.
Contact the Citizens Advice consumer helpline if you need more help - a trained adviser can give you advice over the phone, online chat or by email.
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