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 during the weekday and 9am to 1pm over the weekend.
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 credit runs out after 4pm (winter) or 5pm (summer), Monday to Thursday, the supply will stay on until 8am* (winter) or 9am (summer) the following day.
Weekends - if your credit runs out after 4pm (winter) or 5pm (summer) on a Friday, the supply will stay on until *8am (winter) or 9am (summer) the following Monday.
Holidays - friendly credit will not run out on any of the following dates and your supply will stay on until 8am* (winter) or 9am (summer) the following working day: 1st January, 17th March, 12th July and 25th December.
* 11am (winter) and 12pm (summer) with Economy 7, Electricity Vehicle tariff or extended friendly credit.
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 £3 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 £3 emergency credit will come back on after a few seconds.
Please note that emergency credit increased from £1 to £3 on 1 August 2023.
Still have questions?
Our team of energy experts would be happy to answer any questions. We’re here to help.
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