Help & Support
What is friendly credit and emergency credit and how do I get it?
Our friendly credit means that we’ll continue to supply you if you’ve run out, even at less social hours.
To give you enough time to buy a top-up, friendly credit is given automatically on:
Weekdays - if your emergency credit runs out after 4pm (winter) or 5pm (summer), Monday to Thursday, the supply will stay on until 8am* the following day.
Weekends - if your emergency credit runs out after 4pm on a Friday, the supply will stay on until *8am the following Monday.
Holidays - friendly credit will not run out on any of the following dates and your supply will stay on until 8am* the following working day: 1st January, 17th March, 12th July and 25th December.
* 11am (winter) and 12pm (summer) with Economy 7, extended friendly credit and for other tariffs on request
Remember, the next time you buy electricity, the amount of emergency credit and friendly credit used will be deducted from your balance.
When you turn the low-credit warning sound off you will automatically get £1 emergency credit. If you do not turn the warning sound off, your supply will switch off. Should this happen, simply press any button and your £1 emergency credit will come back on after a few seconds.
How to use my Keypad?
I've lost my Keypad powercode.
I need a new Keypad card.
I've got a message on my Keypad - what does it mean?
What information can I find from my Keypad?
Where can I top-up up my Keypad?
My top-up code is being rejected
I topped up but the full amount has not been added to my Keypad.
What does PC Contribution mean?
Why did I get a longer top-up code than normal?
Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.