Smart Pay As You Go

Download a welcome booklet

Whether you've just joined us or you need a refresher, our welcome booklet is a great place to get to grips with Smart Pay As You Go.

How to top up my Smart Pay As You Go meter

You can top up by debit or credit card    

  • Online at eonenergy.com/top-up
  • Login to your online account at eonenergy.com/login
  • Use our app by visiting eonenergy.com/app from your smartphone or download the app from Google Play or the App Store.
  • Call our freephone automated service at 0800 015 6368
  • Or by voucher by buying an E.ON top up voucher at any Post Office. You’ll then need to visit the app or eonenergy.com/redeem to activate the voucher before you can use it, or you can call our automated service on 0800 015 6368

Live chat

Our advisors are ready and waiting to chat about all things Smart Pay As You Go.

No-one likes waiting in a call queue, let's get you chatting.

What type of smart meter do I have?

It's worth checking what meter type you have as some of our instructions below are dependant on whether you have a SMETS1, a SMETS2 L&G or a SMETS2 EDMI smart meter. 

What kind of Smart Meter do I have?

SMETS1

If you have a SMETS1 meter, the easiest way to tell is by looking at your In Home Display. This is the monitor that helps you view your energy use. If you have a SMETS1 meter, your display screen will be black and white and look similar to the image below.

What to do if a payment hasn’t reached your meter straight away and we’ve sent you a code

SMETS1:

If your payment hasn’t reached your meter, top ups may need to be performed via manual entry of a 20-digit number that we will send to you. This is done as follows:

  • Press A on the keypad followed by the first digit and then B. Repeat until all digits have been entered.
  • If you make a mistake, press A to start again. If you enter an incorrect code five times in a row, you'll see a KEY LOCKED message and won't be able to try again for 20 seconds.

SMETS2 L&G:

Once you've been sent an email or text with a 20-digit number, this is what you’ll need to do

Electricity:

  • From the home screen press the 'A' button 3 times, then press 'B' when prompted to “Add Credit”. You can then enter the code. Pressing button ‘A’ will advance the number by 1. When on the correct number press 'B' to move to the next digit repeat for all 20 digits. When you have entered the 16th digit the screen will scroll left only showing the remaining 4 digits.
  • If a mistake is made you can press 'B' repeatedly to find the error, then use ‘A’ to change the number
  • Hold button 'B' to confirm entry and you'll get a message advising if the number has been, 'Accepted', 'Rejected' or 'Invalid'

Gas:

  • From the home screen press the 'A’ button 4 times to get to the “credit entry” screen then press 'B'.  You can then enter the code. Pressing button ‘A’ will advance the number by 1, when on the correct number press 'B' to move to the next digit repeat for all 20 digits.
  • If a mistake is made you can press 'B' repeatedly to find the error, then use ‘A' to change the number.
  • Hold button 'B' to confirm entry and you'll get a message advising if the number has been, 'Accepted', 'Rejected' or 'Invalid'

SMETS 2 EDMI:

Electricity:

  • Press and hold the 'OK' button on the meter to activate the screen, then press and hold 'OK' to bring up “pre-pay menu”
  • Press and hold 'OK' to enter “top up mode”.  Use the 'OK' button to advance the number and press and hold 'OK' to confirm each number and enter the next number
  • To correct an incorrect number entry press and hold 'Return' to go back to the number you wish to change, you will delete any subsequent numbers when doing this
  • Press and hold 'OK' to confirm the number and move to the next and repeat the process 
  • Once you’ve entered all the numbers press and hold 'OK' to submit and you will get a message saying ‘DONE’ advising if it has been successful. If it fails the following will show ‘FAIL DUPLICATE’ or ‘FAIL NOT VALID’

Gas:

  • Press and hold the ‘OK’ button on the meter to activate the screen then press and hold the ‘OK’ button to open the “Prepay Menu”.
  • Press and hold the ‘OK’ button which will open the “Top Up option” and you will now be prompted to enter the code you 've been given Use the ‘Return’ or the ‘OK’ button to scroll to the number you want to select
  • When you have the number you want, press and Hold ‘OK’ to select the number and move on to the next number. To correct an incorrect number entry press and hold 'Return' to go back to the number you wish to change, you will delete any subsequent numbers when doing this
  • When you've selected the last number (by holding OK) press and hold ‘OK’ again to apply the top up and you will see “applying top up” on the display and finally “top up successful”

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

You can only top up with a minimum of £1 and a maximum of £300 per day.

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’s going to take you over your limit, we'll let you know on screen and you'll be able to enter a smaller amount. You can only attempt to make five top ups within a 24-hour period. 

I'm having trouble using a Smart Pay As You Go voucher. What do the errors mean?

You can buy an E.ON top up voucher at any post office. You’ll then need to visit eonenergy.com/redeem to activate the voucher before you can use it, or you can call our automated service on 0800 015 6368.

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

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.

How can I activate my emergency credit?

SMETS 1:

If your balance falls below £2 and you can’t top up your meter straight away, you can activate your £5 emergency credit.

If your meter display shows ‘EC OFFERED’ press button ‘A’. If it doesn’t, press ‘7’ on the keypad then button ‘A’.

After you’ve activated emergency credit, we’ll still collect your daily standing charge and any repayment plan debts due. Once the emergency credit is used up, your supply will disconnect unless you top up.

SMETS 2 L&G:

Electricity - Press button ‘A’ when “Emergency Credit” is flashing as available on the screen. When prompted press ‘B’ to accept emergency credit. “Emergency Credit accepted” will now be shown on screen.

Gas – Press button ‘A’ until you see screen ‘ACCEPT EmCr?’ Press ‘B’ to accept screen will display ‘Confirm EmCr? Press ‘B’ to ‘Confirm’ or ‘A’ Decline.

SMETS 2 EDMI:

Press the 'OK' button on the meter to activate the screen. If emergency is available, the meter display will show a prompt to “press return for Emergency”. Press and hold the return button on the meter. When successful the “EC Remaining £5.00” will be shown on the meter which means it is now activated.

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

SMETS 1:

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.

SMETS 2 L&G:

Electricity

  • Press the 'OK' button to activate the screen cycle.
  • Continue to press the button until you reach the “EMCRD” screen which is third in the cycle and tells you how much emergency credit you have left.

Gas

  • Press button ‘A’ display will show ‘Credit’ and underneath will show ‘EmCr’ with the value remaining, if monetary value is followed by ‘Acc’ the emergency credit has been accepted but not in use.If the monetary value is followed by ‘Rem’ then the emergency credit is in use.

SMETS 2 EDMI:

Electricity

  • Press the 'OK' button to activate the screen cycle. 
  • Meter auto cycles displays between “EC Remain” and “Min Topup” every 3 seconds

Gas

  • Press the 'A' button to activate the screen cycle.
  • Meter auto cycles displays between “EC Remain” and “Min Topup” every 3 seconds

How to get back on supply after your meter has been disconnected

SMETS 1:

If you’ve been disconnected, your Smart in-home display will show you how much you need to top up, or you can press button B on your meter keypad.

Once you’re back in credit your electricity supply will automatically reconnect. To get your gas supply back on you’ll need to press ‘B’ on your meter followed by ‘A’ and then ‘B’ within 30 seconds of each other.

For everything else relating to your new smart pay as you go meter, please refer to your welcome booklet or alternatively give us a call.

SMETS 2 L&G:

Electricity

Press button ‘A’ to wake up the meter, when prompted press ‘B’ for electricity then press ‘B’ to enable supply, display will show ‘Supply Enabled’

Gas

Press Button ‘B’ for gas. If appliances are off hold ‘A’ for Gas Note - this can take some time. When prompted release the ‘A’ button to release gas. Await the valve opening. Once successful screen will return to show credit and On status.

SMETS 2 EDMI:

Press and hold the 'OK' button on the meter to activate the screen. Press the 'OK' button on the meter when prompted. Meter will show enabling as the Gas comes through again, be patient this can take a few minutes. When shows Enabled the supply is back on

What are friendly hours?

Our friendly hours are times that your meter won’t disconnect, even if you run out of credit.

We won't disconnect you on Sundays, UK Bank Holidays, or between 4pm-11am, Monday to Saturday. Next time you top up you’ll need to pay for any energy you use during those times, plus emergency credit, any overdue repayment plan payments and the daily standing charge.

Why do you need my account balances before I can transfer my money?

SMETS 1:

We’ll need your balances first so we can see if you’ve got enough credit to transfer from one meter to another.

You need a minimum of £2 on the meter you want to transfer from. The minimum you can transfer is £1.

If you have less than £2 on the meter you’re trying to transfer from, you’ll get a message stating you don’t have enough credit.

SMETS 2 L&G and EDMI:

We’ll need your balances first so we can see if you’ve got enough credit to transfer from one meter to another.

You need a minimum of £2 on the meter you want to transfer from. The minimum you can transfer is £1.

If you have less than £2 on the meter you’re trying to transfer from, you’ll get a message stating you don’t have enough credit. The maximum amount you can transfer should be no more than £150.

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

SMETS 1:

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.

However, if you have made a mistake or you would like a refund you can have a refund of an amount you've topped up.

SMETS 2 L&G and EDMI:

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.

However, if you have made a mistake or you would like a refund you can have a refund of an amount you've topped up. We can only issue refunds below £150.

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

If you switch both your gas and electricity to a new supplier, we’ll switch both of your Pay As You Go meters over to standard credit meters and then send you a final bill. This final bill will cover any energy used up to when you start with your new supplier.

If there’s anything to pay, you’ll need to pay this in full or get in touch with us to set up an affordable arrangement. If your bill shows a credit, we’ll automatically add this to your account.

Around the time of you leaving us to joining your new supplier, you’ll lose some of the smart functionality of your E.ON Smart Pay As You Go meter.

If we supply both your electricity and gas, but you only decide to switch over your electricity to another supplier, we’ll no longer be able to offer you Smart Pay As You go for your gas.

Transferring money between meters

On the app, simply press the transfer button, choose which pay as you go smart meter you want to move money from, and the amount of money you want to transfer. You can do this using your online account too. It’s as easy as that.