Pre-payment Support

Traditional & Smart Prepay Guidance

The Basics

Electricity

  • Requires a top-up KEY
  • Emergency Credit: £10
  • Friendly Credit available

Gas

  • Requires a top-up CARD
  • Emergency Credit: £20
  • No Friendly Credit available

Top-ups are available at any PayPoint, PayZone, or Post Office. RTIs can be redeemed at these same locations.

Friendly Credit (Electricity Only)

Prevents disconnection if credit runs out during specific "safe" hours:

  • Mon - Fri: 4pm to 10am
  • Weekends & Bank Holidays: All day until 10am the next working day

Important: Usage during these hours accumulates as debt and must be repaid in full on the next top-up to restore supply.

Emergency Quick Guide

Always an Emergency

  • Off supply & no electricity key/gas card
  • Meter fault (e.g., Gas "Call Help")
  • Off supply & less than £5 credit
  • Vulnerable customer (PSR) with no supply

Rarely an Emergency

  • Meter in "Failsafe Mode" (Blank screen but has power)
  • Customer using an old supplier's key
  • Gas Error B3 (lasts for a few more top-ups)

Electricity Error Codes

Common codes and required actions:

  • A1 / B1: Comm error. Re-insert key; if it fails, issue RTI for new key.
  • A2 - A5 / B2 - B5: Corrupted data or invalid key. Must issue RTI for a NEW key.
  • C1 / E1: Irrecoverable data error. Meter exchange required.
  • D1 / D2: Re-insert/Try again. If it persists, RTI for new key.
  • 1, 2, 3, 50-99: Meter fault. Issue reset RTI; if fails, exchange meter.
  • 11-45: Key fault. Issue reset RTI or RTI for a new key.

Enrolling Prepay Customers

Steps for manual enrollment in Kraken:

  1. Click ENROL CUSTOMER.
  2. Select meter type (Standard or Economy 7).
  3. MUST CHECK: "Is Prepay" and "Skip Payment" boxes.
  4. Select Octopus Key and Card tariff.
  5. If done correctly, key and card are sent automatically.

Debt & Support

Discretionary Credit (ASC)

Vulnerable Customers (PSR)

If a customer has high-risk vulnerabilities (respirators, stairlifts):

  • Traditional: Book a meter exchange to a credit meter immediately.
  • Smart (SPAYG): Fill out the change of mode form.
  • Ensure they are registered on the Priority Services Register (PSR).

Troubleshooting Tips