There are two things you need to do to get back on supply.
1. First, top up enough to bring your balance above zero
You can do it at any PayPoint shop, like you usually do.
2. Then, reconnect your meter
After you’ve topped up, for safety reasons, you’ll have to reconnect your meter manually.
Done. Your energy should be back on track. For your safety, make sure your boiler pilot light is on and there’s no gas escaping from any fires, hobs or gas ovens that you were using when the gas went off.
That means your top-up did not go through – most likely because your meter’s connection was not working when you were topping up. In this case, enter your top-up receipt number manually (it’s made of 20 digits), like this:
Your meter is performing safety checks before getting you back on supply. So you just need to make sure everything’s in order, like this:
If you’re still stuck and can’t get back on supply, give us a call on 0330 102 7517. We’ll help you out.
Emergency credit is there to provide some flexibility if you can’t top up right away. You can use your emergency credit to keep your energy flowing (here’s how). , up to a maximum of £5. Just ensure that next time you do top up, it’s with at least £5. That way, you’ll pay your emergency credit off and see your energy supply continue.
To ensure there is no disruption to your energy supply, you’ll need to cover any standing charges from emergency credit use. When you top up, pay at least £5 to bring your account back to zero. Emergency credit use only ever goes towards your energy. We will never take charges directly from your account.