Prepayment FAQs

Search through some of our commonly asked questions about prepayment meters.

How does my gas meter collect what I owe?

Your meter will first check to see if anything is owed before giving you credit for gas. If you have a weekly repayment rate the meter will take this amount from your first top up after a Wednesday morning each week. 

What if I don’t top up gas every week?

It’s part of your agreement to top up your meter with credit every week even if you aren’t using energy. This is to ensure that your debt is repaid in line with your repayment agreement.

What if I can’t get to a shop to top up?

Don’t worry, for emergencies your meter will make £5 available to you (your emergency credit). You’ll need to pay this back when you next top up. If you want to use your emergency credit and you’ve got less than £2 left; put your card in the meter then press the red button ‘A’.

How do I check my weekly collection rate (if you’re repaying a debt through your meter)?

Press and hold the red button on your meter until it beeps, your meter setting screens should now be showing. Keep pressing the red button and the number in the bottom corner of the screen will change. Your collection rate is shown on screen 26. This amount is taken on your first top up after each Wednesday.

How do I check how much I owe for emergency credit and my standing charge if I’ve used my emergency credit?

Press the red button once (without holding it down) this will show your “owed” screen. This is how much you owe the meter for your emergency credit and standing charge.

How do I get emergency credit?

Electricity meters and emergency credit

When your electricity meter beeps, it’s a warning that you've got less than 50p 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.

How do I order a new key or card?

If you lose your card or key, have it stolen, or think it’s missing in the post, you’ll need to get in touch. We’ll check shops in your area to see if you can pick a new one up from there (you can do this at most shops with a PayPoint or Payzone sign). We’ll give you an activation code and you can use this to pick one up after two hours.

To get a new card or key fill in our form online or 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).