How Did We Do? Smart Meter Top-up

Frequently Asked Questions

Have a question? Try here first.

We’ve put together some of the answers to the questions we’re asked every day.
If you can’t find the answer you’re looking for, please contact us using the information below.

Please choose from one of the following options:

Supply Loss
Topping-Up
Meters & Smart Installations
Moving Home
Warm Home Discount
General FAQ's
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Supply Loss

My meter is not working

Take your gas card or electricity key to any PayPoint or PayZone outlet (gas & electricity) or Post Office (gas only). Pay for the amount you would like to top-up on each device and simply put them in your meter when you get home.

  1. Check the balance on your meter to make sure you have credit, it may be that you need to top up.

  2. Try wiping your key or card down with a clean dry cloth and insert this into the meter. Make sure you are using the right card and key, old cards and keys will not work.

  3. If you have a blank screen, try pressing a button to wake the meter up. If your electricity meter does not respond and you have no supply, contact your local distributor by calling 105 to check if you have a power cut.

If you do not have a power cut or have any other problems with your meter, please contact us.

  1. Check the balance on your meter to make sure you have credit, it may be that you need to top up. You can check your balance on your IHD or press 7 on your meter.

  2. If you have just topped up after running out of credit, it may be that you need to restore your supply. You can do this by pressing A on your meter and then following the instructions on the screen.

  3. If you have a blank screen, try pressing a button to wake the meter up. If your electricity meter does not respond and you have no supply, contact your local distributor by calling 105 to check if you have a power cut.

If you do not have a power cut or have any other problems with your meter, please contact us.

My meter is displaying ‘Off’ but I have credit

My meter is displaying ‘Off’ but I have credit

  1. Turn any gas appliances off.

  2. Make sure you have credit on your gas meter or gas card.

  3. Insert the card into your meter.

  4. The meter will display the credit you have on the card (if the card has no credit, it will display ‘0.00 on card’).

  5. The meter will prompt you to ‘Hold A for Gas’, A is the red button on your gas meter.

  6. You will then be prompted to ‘Release A for Gas’ at which point you can let go of the red button.

  7. The meter will beep and the display will change from ‘Off’ to ‘On’ and supply will be re-instated.

You may need to reconnect the supply. Press A on your meter and follow the instructions on the screen. You can also restore your electricity from your IHD, click here to find out how.

My smart gas meter is showing an ‘OVERLOAD’ message on the screen

Please complete the following steps to restore your gas supply:

  1. Make sure all appliances are turned off from the mains.

  2. Turn the red lever (next to the smart gas meter) to the ‘off’ position.

  3. Press ‘A’ on your gas meter and follow the prompts on the screen.

  4. Turn the red lever back to the ‘on’ position to release the gas and restore your supply.

Smell gas?

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services line immediately on 0800 111 999.

You should open windows and doors, turn gas appliances off and turn the gas off at the meter emergency control valve if possible (the handle next to the meter).

Do not smoke, light a match or use any naked flame, do not turn any electrical switches on or off and do not go back inside until you’re told it’s safe to do so.

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Topping Up

Topping up for the first time?

When you switch to E, we will send you a key to top up your electricity meter and a card to top up your gas meter.

Simply put your key and card into the relevant meter for 60 seconds and once you see a message on the screen, your key/card will be ready to use.

We will send you a top up card for your electricity meter and one for your gas meter. You don’t need to do anything to register them but can take them straight to a PayPoint to top up. If you would like to top up online, using our app, over the phone or by SMS, you will need to create an account online or on the app first. Click here to create an account now.

How do I top up?

Take your gas card or electricity key to any PayPoint or PayZone outlet (gas & electricity) or Post Office (gas only). Pay for the amount you would like to top up on each device and simply put them in your meter when you get home.

We recommend you keep your receipt each time you top up in case there’s a problem, for example, if the money doesn’t appear on your meter and we need to investigate it for you.

You can take your smart cards to any PayPoint to top up and the credit will go straight onto your meter.

There are also many ways to top up on the go; you can top up online, using our app, over the phone or by SMS. If you would like to top up by any of these methods you will need to create an account online or on the app first. Click here to create an account now.

My top-up hasn’t gone onto the meter

Give your key or card a wipe with a clean dry cloth and reinsert into the meter. Check your receipt to make sure the payment went through successfully and to the right supply. Check that you have topped up enough to clear any emergency credit or debt that was on your meter.

If an error message appears on your meter, please contact us so we can put things right for you. You will need to be near the meter and have your receipt to hand for us to troubleshoot with you.

Your receipt or confirmation email will contain a 20 digit code. Locate this and go to the relevant meter. Press A and enter the 20 digit code, followed by pressing B, and this will add the credit to your meter.

I’ve lost my card/key

We can provide you with a replacement card or key if you contact us, but please be aware that there may be a charge.

You can still top up without your card. If you register online or on our app, you can make a top up at the same time and also top up by SMS or over the phone.

You will need your smart card numbers which you can find on your IHD or we can email them to you if you email us your request.

Replacement cards may be sent out to you but please be aware that there may be a charge.

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Meters & Smart Installations

Smart meter installations

Smart meters are free of charge and mean you can top up from the comfort of your home or on the go and you don’t need to worry about keeping track of your key or card. Our Smart customers do not pay a standing charge which means they do not pay anything on days when they consume no gas or electricity. They also have access to £15 emergency credit.

If you have both your gas and electricity supply with us and would like to have a smart meter installed, please call 0330 363 9995 (option 1) to arrange an appointment.

How do I check the balance on my meter?

To check your electricity balance, press the blue button on the meter (you do not need your key to do this). If you are using your emergency credit or are in debt, if you press the blue button again you will reach screen ‘B’ which will tell you what you need to top up to clear any emergency credit or debt and get you back in positive credit.

To check your balance, press the red button on the meter (you do not need your card to do this). If you press the red button again, you will reach the ‘owed’ screen which will tell you if you have any emergency credit or debt outstanding that will be taken from your next top up.

You can check your balance by pressing B on the meter. You can also find this on your IHD by selecting the fuel you would like to see the balance of.

How does my emergency credit work?

If you run out of credit and cannot top up, you can access your emergency credit by inserting your card or key into the meter. You can use this credit to keep you on supply, however remember that when you next top up, you will need to pay back anything you have used.

There is no charge for using the emergency credit but remember that debt and standing charges are not taken whilst using emergency credit so when you top up, you may need to put a little extra on to cover this.

If you run out of credit and cannot top up you can access your emergency credit by accepting the prompt on your IHD or by pressing 7 on your meter. You can use this credit to keep you on supply, however remember that when you next top up, you will need to pay back anything you have used.

There is no charge for using the emergency credit but remember that debt and standing charges are not taken whilst using emergency credit so when you top up, you may need to put a little extra on to cover this.

What is Friendly Credit?

‘Friendly Credit’ means you will not lose electricity during evenings, weekends and bank holidays.

If you run out of credit (standard or emergency) during the following hours, your electricity will not go off supply:

Monday to Saturday 8pm – 8am

Sunday all day until 8am on our next working day

Bank holidays all day until 8am on our next working day

The next time you top-up, any emergency and friendly credit used will be deducted from the payment you have made.

‘Friendly Credit’ means you will not lose electricity or gas during evenings, weekends and bank holidays.

If you run out of credit (standard or emergency) during the following hours, your electricity and gas will not go off supply:

Monday to Friday 3pm – 10am

Saturday and Sunday all day until 10am on our next working day

Bank holidays all day until 10am on our next working day

The next time you top-up, any emergency and friendly credit used will be deducted from the payment you have made.

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Moving Home

Moving out

In order for us to close your account we will need a reading from the meter and the name of the person or organisation taking responsibility for the property.

Once you have this information, email us at tenancy@e.org or call us on 0333 103 9575.

If you would like us to supply you at your new property, let us know and we can arrange this.

Moving in

We will need to open an account in your name but before we do that we may require a copy of your tenancy agreement or proof of purchase/property ownership. You can email a copy of this over to us at tenancy@e.org.

Once you have done this we will also need some information from your meter, so please call us on 0333 103 9575 when you are near your meter.

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Warm Home Discount

Do you offer the Warm Home Discount?

We are pleased to be offering the warm home discount for eligible customers from Winter 2019.

For more information, visit us here: https://www.e.org/support/warm-home-discount.

Who is eligible for the Core Group?

If you were receiving your electricity supply from us on the qualifying date, 7th July 2019 and you, or someone within your household is of pensionable age and in receipt of the Guaranteed Element of Pension Credit, you are eligible for the Core Group rebate.

You do not need to apply to receive the Core Group rebate, instead, you will receive a letter from the Department for Work and Pensions (DWP) detailing what you need to do next.

Who is eligible for the Broader Group?

If you do not qualify for the Core Group, you may be eligible for E’s Broader Group scheme provided you meet the eligibility criteria.

How do I apply for the Broader Group?

The quickest and easiest way to apply for the Broader Group is on our website. You can APPLY TODAY. Customers can also apply by telephone on 0333 103 9575.

Please note that we have a limited number of rebates available which will be awarded to successful applicants on a first come first served basis.

When will the Warm Home Discount rebate be paid?

The Core Group and the Broader Group rebates will be paid to eligible customers by 31st March 2020.

How will the rebate be paid?

You will receive your £140 rebate as PayPoint energy vouchers which can be redeemed at any PayPoint outlet. To find your nearest PayPoint outlet, please click here.

Your £140 rebate will be credited directly to your smart electricity meter as standard.

Can the rebate be paid to my gas meter?

You can use your PayPoint energy voucher rebate against either your electricity or gas meter.

Once you have received your rebate, you can request for this to be transferred to your gas meter by calling our Customer Service Team on 0333 103 9575.

What happens if I switch supplier or move home before my Broader Group rebate is paid?

If you switch electricity supplier or move home before the Broader Group rebate is paid, you will no longer be eligible to receive the payment from E. You will need to reapply with your new supplier.

Please note that some suppliers do not offer the Warm Home Discount and others may have different eligibility criteria or application windows for their schemes.

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General FAQs

How do I receive the £50 dual fuel credit?

If you have both your gas and electricity on supply with us on an eligible tariff for a period of 12 months from your supply start date, you will be eligible for a £50 (inclusive of VAT) credit to your electricity meter.* You must contact our Customer Service Team to claim your £50 dual fuel credit which you can do at any time once you have been on supply with us for 12 months.

* The £50 credit is a one off payment redeemable after your first year of prepayment dual fuel supply only (subject to qualifying tariff & excluding change of tenancy).

What are standing charges?

This is a daily charge for each day you are connected to the network. It pays for maintaining your supply and isn’t related to the amount of gas and electricity you use.

A standing charge may vary depending on tariff, meter type and whether the supply relates to gas or electricity.

I feel like I am using too much energy

You can find energy saving advice on our website by clicking here or you can view our energy saving guide here.

The Energy Saving Trust has independent tips and advice for energy efficiency which you can find by visiting their website www.energysavingtrust.org.uk

There is also information about grants for energy efficiency improvements on the government’s website www.gov.uk/energy-grants-calculator

Struggling to pay?

To find out more about available payments, please click here: https://www.e.org/support

Alternatively you can find further advice through these external agencies:

GOV.UK: www.gov.uk
Energy Saving Trust: www.energysavingtrust.org.uk
Simple Energy Advice: www.simpleenergyadvice.org.uk or 0800 444 202
Step Change: www.stepchange.org/contact-us
Citizens Advice: www.citizensadvice.org.uk or 03444 111 444

If you are struggling to pay and believe that your supply might be affected, we may be able to help. Please contact us as so that we can discuss your individual circumstances.

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Call us on 0333 103 957

Call us on

0333 103 9575
Monday - Friday 8am - 8pm
Saturday 9am - 5pm


Write to us

Write to us at

E, T3
Trinity Park
Birmingham
B37 7ES


If you have an urgent enquiry please call our Customer Helpline number 0333 103 9575