Help & Support


What is friendly credit and emergency credit and how do I get it?

Friendly credit

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.

Emergency credit

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.

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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