• Using your Smart Pay As You Go meter

    Everything you need to get started

    Below you can find helpful videos, frequently asked questions, a copy of your welcome booklet and links to more information.

  • A couple sitting on a sofa next to their Smart Energy Display
  • A group of teenagers leaning against a wall using their phones
  • Welcome to Smart Pay As You Go

    Step into a new world of control, choice and convenience. Your welcome booklet contains everything you need to get started.

Tips for using Smart Pay As You Go

  • Checking your balance

  • Topping up by card

  • Transferring your money

  • A phone sitting in the palm of a hand showing Smart Pay As You Go

    What's it all about?

    We're now rolling out Smart Pay As You Go, giving you the control of your energy whenever, wherever.

     

     

  • Two guys in a ball pit talking about Smart Pay As You Go from E.ON

    How do I get it?

    So you're already familiar with our Smart Pay As You Go offer, but don't have it yet? You can now go online to see if you're able to switch and book your appointment.


  • A row of laptops on the floor fading into a black background

    How we use your data

    We can read your Smart Pay As You Go meter automatically so you don't have to send us your meter readings anymore, but what happens to your data?

     

Check out our frequently asked questions

 

General information

Do I need to send you my meter readings if I have a Smart Pay As You Go meter?

We can take meter readings from your Smart Pay As You Go meter automatically so you don't need to send them to us.

How often are my Smart Pay As You Go account balances refreshed?

We'll get your balances every 60 minutes if you're logged in, or after every payment or transfer. If you don't log in, we'll get your balances once a month. You can keep on top of your balances by managing your alerts so you'll always know when your balance is low.

When we get your gas balance, there's a chance it could be up to 30 minutes out of date if you're not using a lot of gas. This is because the meter spends a lot of time in 'sleep mode' to preserve battery life.

What'll happen to my Smart Pay As You Go account if I change supplier?

If you've got both your electricity and gas with us and decide to switch your electricity to another supplier, we'll no longer be able to offer you Smart Pay As You Go for your gas.

If you choose to do this, we'll switch both your Smart Pay As You Go meters over to standard credit meters and then send you a final bill for electricity you used up to when you start getting your electricity from your new supplier.

If there's anything to pay, you'll need to pay this in full or get in touch with us to agree another way to make a payment. If you're bill's showing a credit, we'll apply this to your account.

You'll then need to pay for your gas after you use it, so when we send you your bill, you'll need to pay it in full within 14 days of the bill date.

You'll also see an increase in your standing charge from the date you switch as you'll lose your Smart Pay As You Go standing charge reduction. You'll also lose your Dual Fuel discount.

For more information, take a look at our help and support page on billing or find out more about setting up a Direct Debit.

At the time you leave us to join your new supplier, you'll lose some of the functionality of your E.ON Smart Pay As You Go meter, such as automatic meter readings, meter faults and alarms, and your Smart Energy Display (SED) will still show our prices and not those of your new supplier.

What's my Smart Pay As You Go charge reconciliation or balance adjustment?

As the quality of your gas (calorific value) varies on a daily basis, at the end of each month we work out the average quality and adjust your spend based on this. This is your charge reconciliation and could be a debit or a credit, and usually no more than a few pence.

How does my Smart Pay As You Go meter communicate with E.ON?

Smart meters work using GPRS technology – the same used by a mobile phone. We’ll need to make sure that there’s a good signal in your area for your meter to work properly.

As smart meters are wireless, there is a potential for them to interfere with other Wi-Fi appliances in your home, but this is rare. If you find that you’re getting interference, you can try changing your Wi-Fi channel using your online router settings. If you don’t know how to do this, please contact your wireless broadband provider.

 

Topping up your meter

What does it mean if my Smart Pay As You Go payment or transfer has failed?

On rare occasions, such as when the network is down, we'll still get your top up, but we won't be able to send it to your meter. If this happens, we'll send you a top up number so you'll be able to enter this into the meter manually.

To make sure you always get the number we send you, please make sure you keep your contact details up to date. We won't be able to send top up numbers to you if you choose not to accept reminders and notifications about your account.

If you don't want us to contact you with notifications, you can contact us by email or call us on 0345 366 5996 to find out your top up number if you need to.

You can also find your top up number in your transaction history - any failed top ups will automatically be highlighted in red and display a top up number.

If you're trying to transfer your money and this doesn't go through to the other meter, 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.

How do I enter my top up number manually?

If you get a message saying that your top up hasn't been sent to your meter or that it's failed, we'll send you a 20-digit top up number which you can enter into your meter manually.

You'll need to press 'A' on the front of your meter and you should see 'VEND MODE' on the screen. You can then type in the number and once you're done, press 'B' to confirm. If you make a mistake, press 'A'.

If you enter an incorrect number five times in a row, you'll see a 'KEY LOCKED' message and won't be able to try again for 20 seconds.

I need to enter a valid amount when I'm topping up. What's that?

You can only top up with a minimum of £1 and you can't type in any special characters or letters.

If you're topping up more than £80, you'll need to enter full pounds only, for example £83 not £83.50.

You also won't be able to top up if the amount you want to add brings the total value of your top ups for the day to more than £300 if you're a single fuel customer and £600 if you're a Dual Fuel customer. If it does, we'll let you know on screen and you'll be able to enter a smaller amount.

When I try to top up, why is my last top up amount or average spend unavailable?

If you're getting a message telling you your last top up amount or average spends are unavailable, it means you haven't topped up yet. Once you start topping up your meters, you'll see your last top up amounts and average spends instead of the 'unavailable' message.

I've topped up while disconnected and my meter hasn't come back on. Why is this?

Your meter will need to be showing a credit balance for your energy to come back on.

Every day your meter will deduct a standing charge, and collect what you owe us (if relevant), and this'll still happen even if you're disconnected, so you'll need to make sure that you're topping up enough to cover these deductions, as well as enough to bring your meter back into credit.

How should I split my Smart Pay As You Go voucher between my electricity and gas?

If you’re a Dual Fuel customer, we’ll make a recommendation on how your voucher could be split between your electricity and gas meters based on your recent top ups. If you’ve not topped up before, or if we can’t get your balances, we’ll set the slider bar to an equal split between your electricity and gas.

If you want to choose the split yourself, you can either enter the amounts into the box manually, or drag the slider bar left or right until you’ve selected how you’d like to make the split.

You'll need to split your voucher in full pounds only, and the slider bar will move the amounts in blocks of 10%.

You’ll also need to redeem the voucher in one go.

 

Transferring money between your meters

Why do you need my Smart Pay As You Go account balance before I can transfer my money?

We'll need to get your balance first so that we can see if you've got enough credit to transfer from one meter to another. You'll need to have a minimum of £2 on the meter you want to transfer from.

This is because you have to transfer a minimum of £1 to another meter, and  you need to leave a minimum of £1 on the meter you're transferring from.

If you've got less than £2 on the meter you're transferring from, you'll get a message telling you that you don't have enough credit.

What do you mean by "enough credit"?

When transferring your money, you need to have a minimum of £2 on the meter you're transferring from.

This is because you have to transfer a minimum of £1 to another meter, and you need to leave a minimum of £1 on the meter you're transferring from.

If you've got less than £2 on the meter you're transferring from, you'll get a message telling you that you don't have enough credit.

I've got more credit than I need on one of my Smart Pay As You Go meters. Can I have a refund?

If you've got more credit than you need on one of your meters, you can transfer money from the meter with more credit to another meter with a smaller balance.

If you'd like the money back as a refund, we can send you a cheque. Please contact us by email or call us on 0345 366 5996 to arrange this. We're open Monday to Friday 8am to 8pm, or Saturday 8am to 6pm.

 

Your meter display and SED

Why are my Smart Pay As You Go meter prices different to what you've quoted me?

Your meter prices (standing charge) may be different to what you were previously quoted because the meter price will include any discounts you're eligible for, such as Dual Fuel and paperless billing, and your Smart Pay As You Go standing charge reduction.

If you're looking to compare prices with other energy suppliers, please use the rate you were quoted and not the rate shown on your meter. You can find the rates you were quoted in your welcome pack or on any of your Smart Pay As You Go statements.

How can I check if my Smart Pay As You Go meter is using too much credit?

If you think your Smart Pay As You Go meter is using up too much credit you can switch your SED to a weekly or monthly usage view so you can track how much energy you're using per week or month.

My Smart Pay As You Go SED seems to be showing a higher charge than yesterday for the energy I've used. How can I check?

The summary of the energy you've used today includes your daily standing charge and what you owe us (if relevant), as well as the charge for electricity and gas.

How can I tell if I'm using my emergency credit or not?

You'll be able to tell if you're using your emergency credit by checking your SED. If you've got an icon on the screen that says "EMERGENCY CREDIT" next to an exclamation mark and the initials "EC" you're using your emergency credit.

If it just says "EMERGENCY CREDIT" without the exclamation mark and "EC" then that means you're not using it, but you have some available to use.

 

Alerts and error messages

Why can't you get my Smart Pay As You Go account balances?

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.

I've received a Smart Pay As You Go alert message, what do I do?

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.

I've tried to use a Smart Pay As You Go voucher but I'm getting an error when I input the number. What do the errors mean?

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.

 

Your emergency credit and getting support

How do I activate the emergency credit on my Smart Pay As You Go meter?

If you've got less than £2 credit and aren't able to top up your meter you can access your emergency credit of £15 per fuel (£20 if you only get your electricity from us).

To activate your emergency credit, take a look at your meter. If the display is showing 'EC OFFERED', press 'A'. If it's not, press '7' on your keypad followed by 'A'.

After you've activated your emergency credit, we'll continue to collect your daily standing charge along with what you owe us (if you're on a repayment plan).

Once you've used up all your emergency credit, you'll disconnect unless you top up. You'll need to top up enough to cover both the emergency credit you've used as well as the amount of money you'd like to add. For example, if you've used all £15 of your emergency credit, you'll need to top up with at least £15 to get your supply back on.

How do I reactivate my Smart Pay As You Go meter?

If you're disconnected and you need to reactivate your meter following a successful top up or transfer of credit, your electricity Smart Pay As You Go meter will automatically reconnect and turn your electricity back on.

If you've also got a gas Smart Pay As You Go meter, please make sure you've turned off all gas appliances before trying to reactivate your gas meter. To reconnect your gas supply you'll need to press 'A' on your meter followed by 'B' within 30 seconds of each other.

If you wait longer than 30 seconds before pressing 'B' you'll need to start the process again by pressing 'A'.

When you reactivate your meters, your electricity supply will come back on automatically. If you've still got any gas appliances running (e.g. a cooking hob), you'll see "OVERLOAD" appear on your meter display. This means you won't be able to reactivate your gas supply until you turn off anything that was using the gas at the time your meter disconnected.

How do I change the amount of debt that's collected through my Smart Pay As You Go meter?

If you're struggling to pay back what you owe us, or you'd like to amend the repayment amount we've agreed, or would simply like some advice on how to control your energy use, please call us on 0345 366 5996. We're open Monday to Friday 8am to 8pm, or Saturday 8am to 6pm.

These organisations can also support you if you're having trouble paying your bills:

Home Heat Helpline provides free advice to people worried about being able to pay their energy bills. Call Monday to Friday from 9am to 5.30pm on freephone 0800 33 66 99.

National Debtline is a free service offering debt advice. Call Monday to Friday from 8am to 6pm, or Saturday from 9.30am to 1pm on freephone 0808 808 4000.

Citizens Advice aims to provide advice people need for the problems they face. For England call 08444 111 444, for Wales call 08444 77 20 20.

Money Advice Trust, a charity that helps people to tackle debts and manage their money wisely.

StepChange is a charity offering free advice to help people overcome their debt problems. Call freephone 0800 138 1111.

Why has my Smart Pay As You Go meter been disconnected?

If you don't top up to meet your energy needs, your Smart Pay As You Go meter will automatically disconnect when your balance reaches £0.

There'll be emergency credit available for you to use if you can't top up straight away, and you won't disconnect between 4pm and 11am Monday to Saturday or anytime on a Sunday or bank holiday.

You'll need to pay for any energy you use during these times when you next top up, and you'll also need to pay back any emergency credit used and your standing charge.