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Topping up a prepayment meter

How often should I top up my prepayment meter?

The frequency of top ups will depend on the size of your house (and how many people live there) and whether you are a low/medium/high energy user. We’d always advise keeping a close eye on the credit left on the meter to avoid running out. Even if you’re away from the house for a prolonged period of time, there needs to be enough credit on the meter to cover a daily standing charge and any debt repayments. The meter should also have enough credit to cover any energy used by appliances that are kept on while you’re away. If there isn’t enough credit, you run the risk of these appliances switching off.

I have a First Utility prepayment meter, how do I top it up?

Make sure to check your credit regularly to avoid running out, click here to find out how. You can top up your account at any Pay Point location (usually at your local shop) or by calling us on 01926 320 775. We’ll also send you an annual statement, so you can see:

  • Your energy usage over the last 12 months
  • The payments you’ve made
  • Your current account balance.

There may be a 30 minute delay before your credit is added to your gas meter.

If you’ve lost your prepayment top up card, click here for advice.

What happens if I lose my prepayment card / key or it stops working?

Please take good care of your top up cards/key as there’s a charge of £5 to cover the cost of replacing them. If you do need a new one, please call us on 01926 320 775.

Can you use someone else’s electricity key or gas card to top up your prepayment meter?

No, your key/card will only work in your meter. It’ll show how much credit you have left, how much energy has been used and what the current meter reading is. If you use someone else’s key or card, you run the risk of losing any credit balance you may have had on the meter and losing supply to both your meter and your friend’s meter.

What should you do if a door-to-door seller offers you prepayment cards?

There have been reports of individuals selling prepayments credit for a discounted price of the amount usually offered for electricity/gas. You should never buy credit from a door-step seller and should only buy credit from authorised vendors like PayPoint or Payzone.

I’ll be away from home – do I need to add credit to my meter?

If you’re going away, you still need to have credit on your meter. There must be enough to cover:

  • the standing charge
  • any debt repayment on your account and
  • any energy used while you’re away.

If you don’t add credit, you could have no power when you come back and build up more debt.

Emergency credit

You will have £10 on your meter for emergencies, so if you’re running out of credit you can use this. But, if you use up your emergency credit, you’re not able to top it up again and you’ll need to pay it back. The amount used will be taken from your credit next time you top up. You can activate your emergency credit if your credit drops below £4 and press option seven on your meter, for instructions.

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