Top-up Methods
PayPoint
Most common top-up method:
- 30,000+ locations nationwide
- Found in corner shops, supermarkets, petrol stations
- Show barcode from online account or use key/card
- Pay cash or card
- Instant for smart meters, requires insertion for traditional
PayPoint Locator: paypoint.com/locator
Online & App Top-up (Smart Meters)
- Log into online account or app
- Enter amount to top up
- Pay by debit/credit card
- Credit appears on meter within minutes
- Minimum: Usually £1
- Maximum: Varies by meter (typically £49-99 per transaction)
Telephone Top-up
- Call automated payment line
- Enter meter number and payment details
- Available 24/7
- Credit loads automatically for smart meters
Emergency Credit
When Emergency Credit is Available
Eligibility:
- Outside normal top-up hours (typically 6pm-9am)
- Weekends and bank holidays
- Unable to access top-up location
Amount: £5-10 depending on meter and fuel type
Repayment: Deducted automatically from next top-up
Activating Emergency Credit
Smart Prepayment Meters
- Access via online account or app
- One-click activation
- Credit appears instantly
- Can activate remotely for vulnerable customers
Traditional Prepayment Meters
- Press button A or B on meter (varies by model)
- Display shows "Emergency Credit On"
- Must be repaid before additional credit can be loaded
Friendly Credit
Some meters have "friendly credit" - a small buffer (£1-5) that activates automatically when balance reaches zero, giving customer time to top up without disconnection.
Prepay Meter Settings
Debt Repayment Rate
Prepay meters can collect debt from previous bills:
- Standard rate: £3-5 per week per fuel
- Maximum: Cannot exceed 40% of annual consumption cost
- Can be adjusted if customer in financial difficulty
- Shows separately on meter display
Standing Charge Collection
Standing charges collected daily from credit balance:
- Deducted even when not using energy
- Typical: 40-60p per day
- Customer must maintain credit to cover standing charge
- Can result in disconnection if balance too low
Tariff Rates
- Prepay customers on same tariffs as credit customers
- No prepayment premium with Octopus
- Rates change at same time as credit meters
- Customer notified of rate changes via letter/email
Common Prepay Issues
Top-up Not Loading
Troubleshooting:
- Smart meters: Check meter has signal, restart IHD, wait 30 minutes
- Traditional meters: Ensure key/card fully inserted, check for damage
- Both: Verify correct meter number used, check payment processed
Meter Shows Debt
Customer asks "Why is money being taken for debt?"
Explain:
- Debt from previous bills before prepay installation
- Being collected at affordable weekly rate
- Shows separately on meter - not taken from usage credit
- Can request rate review if struggling
- Will stop once debt cleared
Lost or Broken Key/Card
- Order replacement (may have small fee)
- Usually arrives within 5 working days
- Emergency credit available while waiting
- Can switch to smart prepay for better experience
Meter Running Fast
Investigation steps:
- Check appliances aren't left on unnecessarily
- Compare usage to previous periods
- Explain standing charge deductions
- Review tariff rates are correct
- Offer energy efficiency advice
- If persistent concern, arrange meter test