If you've got a question about your prepayment meter, take a look at our answers to frequently asked questions.

Our customer service expert

Laura talks you through how to get a card or key for your prepayment meter, and how and where to top it up.


I'm moving house, how do I let you know?

If you've got a prepayment meter and you're moving, or if you've moved to into a home that has one of our prepayment meters, tell us your details using our prepayment meter moving home form.

I need a new payment card, what should I do?

If you’ve lost your payment card or key, or if you haven’t received the one we’ve sent, please phone us on 0345 303 3040, tweet @EONhelp or ask us on Facebook.

We're online 8am to 6pm, Monday to Friday and 8am to 4pm on Saturdays.

I think my meter is taking too much money. What can I do?

You might notice you need to put more money in your prepayment meter over the winter as you use lights, heating and appliances more often.

If you’d like to reduce the amount of money you put in your meter, we can give you some useful energy saving tips, or you can call our energy efficiency team direct on 0345 301 4875 (Monday to Friday 8am to 8pm, Saturdays 8am to 6pm).

If you owe money to your prepayment meter, you need to pay the weekly fixed amount, plus the charge for the energy you’ve used. Remember that if you don’t top up to your prepayment meter one week, your meter will take more next time.

If you’re still concerned your meter is taking too much money, we can check your meter settings. First, take the readings from your meter, then contact us.

Can I change my prepayment meter and have a credit meter instead?

If you would like your prepayment meter removed, you will need to:

•    pass a credit check 
•    set up a fixed Direct Debit
•    clear any outstanding balance

The meter exchange is free of charge – to discuss exchanging your meters, please contact us.

I have a prepayment meter, why do I have an outstanding debt or credit?

Prepayment accounts can show a debt or a credit for the following reasons:

  • If your meter readings have been estimated
  • If your payments haven’t been added to your account
  • If you’ve been sent a refund in error
  • If an incorrect amount was set to collect on your meter
  • If your meter hasn’t been set with the correct prices

If you think the debt or credit is incorrect, try gathering the following information first:

  • Your meter balance, the meter reading, and when you last topped up
  • Details of your payments on a recent statement
  • Your last top-up receipt – to help us find your correct payments

Once you have this information, please contact us.

Why do I still receive bills when I have a prepayment meter?

We still have to send you a statement at least once a year, to show you the charges for any energy used, and also details of any payments made to your account.

My credit isn’t transferring to my meter, what can I do?

If you’ve put money on your key or card, but this isn’t transferring onto your meter:

  • Check the key or card is inserted properly
  • Try wiping the device with a clean dry cloth, then reinsert the key or card.

 If it still doesn’t work, please contact us.

Can I change supplier if I have a debt on my prepayment meter?

You can move to a new energy supplier, so long as your prepayment meter debt is £500 or less.

Speak to your chosen new supplier and ask if they will take on your debt. The potential new  supplier will contact us to transfer the debt – this is known as a Debt Assignment Protocol.

Your request to move to a new energy supplier normally takes about five weeks to complete.[R1] 

Your new supplier will tell you when they have started supplying your property.

How and where can I top up my prepayment meter?

You can put money on your key or card at any service station or shop where you see the PayPoint or Payzone signs, or at all participating Post Offices.

You can find your nearest store to top up by using our prepayment store locator tool.

Once you've found your nearest top up point just follow these steps to add new credit to your prepayment meter.

    - Hand over your key or card to the shop assistant and ask for a top up to the value you want. You can only top up in full pounds.

    - Once you've paid they'll take your key or card, pop it in their machine and add your new credit. Please make sure you keep your receipt.

    - When you insert your key or card into your meter at home your credit will be transferred.

How does my meter collect debt and standing charge?

Yes, your electricity meter collects standing charges and debt on a daily basis, even if no electricity has been used. Please make sure that enough credit is put on the meter to cover these charges. If you don’t, your meter will go into debt, which will be collected the next time you put money on your meter.

My friend's card fits my meter, can I use it to top up my credit?

Please don’t use anyone else's key or card to buy energy. If you put money on another person's card or key, that payment goes to their account not yours, meaning your account will go into debt.

My payments aren’t showing on my statement, what should I do?

If your payments aren’t showing on your statement, please find the receipt from when you last topped up your prepayment meter and then contact us.

What happens if E.ON changes its prices?

We update your prepayment meter with new charges when you put money on your key or card. We’ll send a message to your meter to update your about the new prices. This usually happens straight away, but can take up to three top-ups to show on your meter.

If you have a question about these prices, please contact us.

Do you have a booklet you can send out to me?

We have a booklet that we have produced for our prepayment customers which can be viewed here

Prepayment booklet (PDF)

How do I read my prepayment meter?

For electricity meters:

Read your meter by pressing the blue button which will display various settings each time the button is pressed.  On a single rate meter the reading will be on display ‘H’. On an Economy 7 meter, the reading displays are ‘H’ for the day, and ‘J’ for the night.

For gas meters:

Older meters usually have the reading on the front of the meter. For newer meters, press button ‘A’ until 'meter index’ is displayed on the screen – the figures next to this will be the meter reading.