If your prepayment meter runs out and you don’t have any credit, we give you £5 of emergency credit which you pay back to us later.
Emergency credit is there to help you for those times when you can’t get to a Post Office, PayPoint or Payzone, if your meter runs out in the night, or if you’re snowed in and can’t get out of your home for a while.
You can get emergency credit if you have a gas or an electric prepayment meter.
Electricity meters and emergency credit
When your electricity meter beeps, it’s a warning that you've got less than £1 of credit left. At this point, we can give you £5 emergency credit. To get your emergency credit, just insert your key into the meter and it will transfer your £5 credit.
We won't cut you off at night, even if you run out of credit.
Gas meters and emergency credit
When your gas meter beeps, it’s a warning that you've got less than £2 of credit left. At this point, we can give you £5 emergency credit. To get your emergency credit, just pop your card in the meter and press the red "A" button.
When your credit goes down to zero, a valve in the meter will close to switch the meter off. When this happens you can get it back on again by topping up, inserting your card and following the instructions on the meter screen. However, if your meter display says ‘call help’ you’ll need to get in touch with us and wait for an engineer to come and reset your meter to switch it back on again.
Try to keep a bit of credit on the meter at all times to stop it switching off.
Find help and support on our Facebook page , or tweet @EONhelp . We're online 8am to 8pm from Monday to Friday, and 8am to 6pm on Saturdays.
Or you can call us on 0345 303 3040 (8am to 8pm from Monday to Friday, and 8am to 6pm on Saturdays).
We offer emergency credit to make sure you have enough energy until you can get to the shop or Post Office to credit your top up card.
Your meter (electricity or gas) will take back any emergency credit you’ve used from your next top up. Gas and electricity meters do this in different ways. To find out more about how meters collect debt and emergency credit, see our repayment pages.
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If you have an agreed repayment arrangement with us, your meter can collect what you owe.