Information for Keypad customers
From 16 June, when you buy a top-up you will receive a 40-60 digit price change code. Please enter the full code into the meter. If you're experiencing issues topping up email us at [email protected]. Our customer care team are responding to emails 9am to 10pm on weekdays, and 9am to 1pm over the weekend.
You can log in to your online account to retrieve your last top-up code.
You can retrieve previous top-up codes by logging in to your online account. Once logged in select the ‘View previous top-up code’ button on your account dashboard.
Please note that the top-up must have been purchased within 14 days, either online or via our automatic telephone service. Unfortunately, you cannot retrieve top-up codes purchased at the Post Office or PayPoint from your online account. To retrieve these codes, please contact us.
For future top-ups, you can request an email or SMS copy of your receipt, which will include your top-up code. Keeping a copy can be useful if you ever need to refer back to it or avoid losing it again.
Still have questions?
Our team of energy experts would be happy to answer any questions. We’re here to help.
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