Get help with your prepayment meter

What is a prepayment meter

You can use a prepayment meter to pay for electricity or gas in advance rather than after you have used it.

This can be helpful if you:

• are on a tight budget and do not want to pay for what you use all at once
• want more control over the energy you use
• are struggling with debt

You can talk to your supplier if you want to move to a prepayment meter. They may also suggest it if you are building up debt.

How to use your prepayment meter

If you have a smart prepayment meter, you may be able to top up online or using your supplier’s mobile app.

If you do not have a smart prepayment meter you need to buy credit before you can use any gas or electricity.

You can do this at a local Paypoint store or Post Office using your meter’s:

• key or card
• barcode (for smart prepayment meters)

Once your credit runs out you will not be able to use any energy until you top up again.

Get help if you cannot pay for the energy you need

Talk to your supplier if you cannot afford to top up your meter. They must offer to help you, for example by giving you extra credit if you’re in a vulnerable situation or while you work out ways to pay.

Find out more about the support you can get from your supplier on the Citizens Advice website.

You will need to pay back any credit you get when you next top up. Your supplier must work with you to agree on a payment plan you can afford.

See our get help with your home or business energy bills page for more on the support available from government or charities.

Get help if you cannot reach your meter

If you cannot reach your meter easily to top it up, ask your supplier to move it. You may have to pay a fee. It is illegal to move it yourself.

Read the Citizens Advice guidance on how to move your gas or electricity meter.

If your meter cannot be moved, your supplier must replace it with a different type of meter.

What to do if your supplier wants to install a prepayment meter without your permission

Suppliers can move you to a prepayment meter without your permission if you are building up debt and have not responded when they have tried to help you.

Find out the checks they should complete first, and the rules they have to follow.