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When you’re away from home
If you’re going away, you’ll need to check you’ve got enough credit to last until you get
back. Even if you’ve switched off all your appliances, your meter will collect a daily standing
charge. And if you’re making weekly repayments towards an outstanding balance, it will
collect those too.
You might also be leaving appliances on (such as your fridge and freezer). If so, make
sure you’ve got enough credit to cover those as well. If you run out of credit, there won’t
be anyone around to start the emergency credit, so your supply will stop.
What to do if your top-up doesn’t work
If your top-up doesn’t register on your meter within 40 minutes, you can use a Top-Up
Code (also known as UTRN – Unique Transaction Reference Number) to manually add
the credit to your meter.
If you topped up at a PayPoint or post office, the Top-Up Code can be found on
your receipt. If your top-up was made online, the Top-Up Code can be found in your
email receipt or on the confirmation page once the transaction has been completed.
If you’ve lost your Top-Up Code, contact the Smart Pay As You Go Team on
0345 026 0677
and they’ll be able to tell you the Top-Up Code over the phone.
You can enter your Top-Up Code in two separate ways – either using your IHD or
using your meters. Your credit should appear within 40 minutes and there are separate
Top-Up Codes for your electric and gas meters. For each top-up you buy, you will be
given a new Top-Up Code.
