Occasionally, if the network goes down, we won't be able to connect to your meters to get your balances. You'll still be able to make a top up, and we'll send it to your meters as soon as we're able to connect. However, you won't be able to transfer your money as we need to know how much money is on your meters before you can transfer.
If we need to draw your attention to something urgently, we'll place an orange alert message at the top of your online account summary screen telling you why we've alerted you and suggest what you can do next to remove the alert. You can also receive alerts by text and email.
If you don't have one you can register for a free online account.
There are a number of alerts you might get:
Your fuel has been disconnected because there's no credit on your meter - if your credit runs out you'll be disconnected, but you can then access your emergency credit by pressing a button on the meter. You can also top up by either following the link in the banner or by pressing the 'top up' button.
Your fuel balance is running low - if you've almost run out of credit on your meter, we'll let you know with this alert and you'll be able to top up by either following the link in the banner or by pressing the 'top up' button.
Your fuel balance has fallen below your specified amount - this means your credit has dropped below the amount you've said you'd like us to warn you about. If you've set this at a low amount, you might want to make a top up. You can also manage your alerts if you'd like to change when we contact you.
There was a problem when trying to send your payment to the meter - this means that we've received your payment (so you don't need to make another one), but we're unable to apply it to your meter at the moment. If this happens, we'll send you a top up number, which you can apply to your meter manually. There's also a button in the alert for you to access your top up code yourself if you want to.
There was a problem when trying to transfer credit onto your other meter - if there's a problem transferring credit from one meter to another, we'll keep trying to send it across. Once it's transferred, we'll let you know. If you continue to experience problems, please contact us by email or call us on 0345 366 5996. We're open Monday to Friday 8am to 8pm, or Saturday 8am to 6pm.
There was a problem when trying to send your debt payment to the meter - if you get this message it means we've received your one-off debt payment, but we're unable to apply it to the meter at the moment. Once it's reached your meter, we'll let you know.
To make sure you always get information about your account, please make sure you keep your contact details up to date. We won't be able to let you know about failed top ups and transfers if you choose not to accept reminders and notifications about your account.
You can also find out the status of any payments and transfers in your transaction history - any problems will automatically be highlighted in red and display a reason.
If you’re getting an error message when you try to input your voucher number, here’s what the errors might mean and what you can do:
Please enter numbers only – all our voucher codes contain numbers only, no letters or symbols.
Sorry your voucher number isn’t valid. Please check and try again – we aren’t able to find this number in our systems. We’ll automatically add spaces after every four digits, so if you also press the spacebar, you’ll run out of room to enter a full code. It could also mean the voucher has been voided by the store where you bought the voucher.
Sorry your voucher has already been used – you can only redeem a voucher once, so if you try to use it again you’ll get this error message.
Your voucher has already been refunded and can’t be used again – if you’ve already returned the voucher to the store and been given a refund, you won’t be able to use that voucher later on.
If you continue to get these error messages you may be told you’ll need to wait awhile before trying again. If you think your voucher is valid and you’re still seeing an error message, please get in touch with us on 0345 366 5996 and we'll do what we can to help. We're open Monday to Friday 8am to 8pm, or Saturday 8am to 6pm.