Online or using our app
Top-up with your debit card through your online account
If your top-up code is rejected, check that you are pressing the '*' button, followed by your 20 digit top up code then the '#' button to finish.
If you are making an online payment, please remember that when topping up online, you may need to confirm your payment with your bank or building society.
If the top-up code if still being rejected, you should do the following.
It is free to register for an online account. You can top-up anytime, anywhere, straight from your smartphone. By using our app, you can:
If you’ve lost your Keypad card, don’t worry. You can order a replacement card by filling in an online form and we will send a new card in the post.
New cards can take up to three weeks to arrive. You can still make top ups without your Keypad card, if you have your 19 digit premise number. This should begin with the numbers ‘98269’. You can find this number on an old top-up receipt.
Your Emergency Credit is £3. This is to give you enough time to buy a top-up code. If you use your Emergency Credit, the amount you have used will automatically be taken from your next top-up balance.
To get £3 of Emergency Credit, press any button on your Keypad. When your Emergency Credit runs out, extra credit (called Friendly Credit) is provided in the following circumstances.
You can still make top ups without your Keypad card, if you have your 19 digit premise number. This should begin with the numbers ‘98269’ and can be found on an old top up receipt.
If you don’t have an old receipt call us on 03457 455 455 and we'll provide you with your 19 digit premise number. Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.
You can get FREE electricity with Keypad Reward. With Keypad Reward, when you top-up £50 or more in a single transaction using our website or app you get free electricity. The more you top up the more you get.
Get the most out of your Keypad:
* Press this before entering top up codes.
# Press this after entering top up codes.
# Press this to see the amount of credit left.
1 Credit time left in days.
2 Cost of previous day’s, week’s, month’s use.
3 Unit rates and number of units left.
4 The last five top up codes entered.
5 Total money entered into meter.
6 Electricity being used presently in kilowatts.
7 Standing charge repayment rates per day if applicable.
8 Highest consumption in any half-hour in last 24hrs and when it occurred.
9 Total units used. 0 Display test, time and date.
If there is an 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. To help keep track of this, we’ll send you an annual account statement and we'll let you know as soon as the outstanding balance has been cleared.
If the card used belongs to a family member, close friend or landlord you should sell the top up code to them and then purchase a new code for yourself using the correct Keypad card.
If you don't know whose card or premise number you have used please call us on 03457 455 455*.
Don’t worry if you’ve lost your top up code. If this is the last top up code you purchased, and you haven’t yet typed it into your Keypad you can find it within your online account.
This uses Bluetooth technology to send top ups straight to your Keypad meter, meaning you do not need to type in long top-up codes