Help & Support


I'm changing to Keypad - when will I get my final bill?

If you're changing from a credit meter (bill pay) to Keypad (pay as you go) you'll receive a final statement clearing your balance.

The meter reading taken on the day your Keypad is installed will be used to calculate your final statement. We’ll send you a letter informing you of this amount within 4-5 days of your Keypad being installed.

If you pay by Direct Debit we’ll either cancel it once your Keypad installation appointment is made or within one week of your installation if your Direct Debit is due within this time.

If your account is in credit

If your final credit balance is over £50 you'll receive a cheque for this amount or if you previously paid by Direct Debit this amount can be credited to your bank account. If your final credit balance is under £50 you'll receive this as part of a future top-up Powercode.

If your account is in debit

If your final statement shows a debit balance you can pay this in full. You also have the option of paying off your final balance through your Keypad. The amount you owe is added on to your Keypad as a balance owing. 40% of future Keypad top-ups will go towards paying this outstanding amount until the account balance is clear (this is called a PC contribution).

Related questions


How to use my Keypad?

Here's our step by step guide to topping up.

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I've lost my Keypad powercode.

If you’ve lost your Powercode and haven’t yet typed it into your Keypad you can find it using our website or app.

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I need a new Keypad card.

If you've lost your Keypad card, don't worry. Simply call us on 03457 455 455 and we'll send you out a new card.

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I've got a message on my Keypad - what does it mean?

If you've got a message on your Keypad, here's what it could mean.

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What information can I find from my Keypad?

Find information using the buttons on your Keypad.

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Where can I top-up up my Keypad?

You can buy top-ups for your Keypad meter a number of ways including online, app, Post Office, PayPoint or phone.

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My top-up code is being rejected

If your Keypad Powercode is not being accepted, firstly check that you are pressing the "*" button, followed by your 20-digit code then the "#" button.

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I topped up but the full amount has not been added to my Keypad.

If there is any outstanding balance on your account, a percentage of each top-up you buy goes towards reducing this until it is cleared (this is called a PC Contribution).

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What does PC Contribution mean?

PC contribution stands for ‘Previous Charge’ Contribution. You’ll see this on your top-up receipts if part of your top-up is going towards an outstanding balance on your account.

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Why did I get a longer top-up code than normal?

Powercodes usually have 20-digits. However, when you buy a top-up after electricity prices have changed you will be given a special 40 or 60 digit Powercode. You may also receive a special 40 or 60 digit Powercode if you change your keypad tariff.

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