How do I activate the emergency credit on my Smart Pay As You Go meter?
Unlike with standard pre payment meters, on Smart Pay As You Go you need to activate your emergency credit before you run out.
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’ve got a single fuel account).
You can activate your emergency credit by pressing ‘B’ on your meter’s keypad. This’ll bring up the option to select your emergency credit, and you can either press ‘A’ to activate it, or ‘B’ to decline .
You’ll need to pay for any emergency credit you use when you next top up. You can see what you owe us on your In Home Display or by pressing ‘7’ on your meter. The amount includes your standing charge and any repayment plan we’ve agreed.
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 In Home Display. 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.
What will 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 the electricity you used up to when you started 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 your bill’s showing a credit, we’ll apply this to your account.
You’ll then 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.
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 In Home Display will still show our prices and not those of your new supplier.
How can I check how much energy I’m using?
If you think you are using more energy that you should be on your Smart Pay As You Go meter, you can switch your In Home Display to a weekly or monthly usage view so you can track how much energy you’re using per week or month. You can also use E.ON See located in your account. If you still feel your energy consumption is too high then contact us.
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. If you’re topping up more than £80, you’ll need to enter full pounds only, for example £83 not £83.50. You also can't type in any special characters or letters.
You won't be able to top up if it takes you over your daily £300 limit (single fuel) or £600 (dual fuel). If it is going to take you over we'll let you know on screen and you'll be able to enter a smaller amount.
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.
Why do you need my Smart Pay As You Go account balances before I can transfer my money?
We’ll need your balances 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.
I've tried to use a Smart Pay As You Go voucher but I'm getting an error message when I input the number into your website. 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.
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 will also receive alerts by text and email.
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 should you need it. 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 top up 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 number 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.
There was a problem 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 top ups and transfers in your transaction history – any problems will automatically be highlighted in red and display a reason.
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.
To use your emergency credit you will need to manually activate it.
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.
How do I reactivate my Smart Pay As You Go meter?
If you’re disconnected and need to reactivate your meter following a successful top up or transfer of credit, your Smart Pay As You Go meter display will swap between ‘READY’ then ‘PRESS A’ and ‘CONNECT’.
You’ll need to press ‘A’ and then ‘B’ within 30 seconds of each other to confirm and reconnect your meter.
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 gas at the time your meter was disconnected.
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. If you have topped up before and are still seeing this message then please get in touch.
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. 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 it will show on your meter and online account (if you have one).
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 continue to experience problems, please contact us.
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.
My Smart Pay As You Go In Home Display 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.
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.