If you're a Pay As You Go customer with a smart meter you can now top-up from the comfort of your sofa using our handy Swift payg app.Find out more
Our prepayment solution
Everything you need to know
If you're on Pay As You Go then you'll need a lot of specific information that you might not need with any other payment method. You'll have a pre-payment meter, a different way of paying, an electricity key and a gas card, emergency credit and more. It can be a lot to get your head around. and so to help you out, we've listed some key advantages and disadvantages.
- You have control over what you're spending
- It's more difficult to get into debt if you have a pre-payment meter, and if you do owe us money you can pay us back via the meter.
- For landlords: you don’t run the risk of tenants leaving you with a lot of debt!
- Pre-payment meters can be a more expensive payment method than paying by Direct Debit because it costs more to service your account.
- If you top up using a key card, you may have to visit a PayPoint or Payzone shop to buy credit.
- You’ll still need to pay standing charges (and debt repayments if you have them) even when you’re not using any energy.
- Your meter will disconnect if you run out of emergency credit.
- You’re responsible for keeping credit on your meter and your supply connected.
Smart pre-payment meter
If you're a Smart Pay As You Go customer there are a number of additional benefits you can access. For more information, see 'Topping up with a smart meter' below:
- Top-up from anywhere - download our Swift app today. It's free and once you register, your payment information and unique top up codes are securely stored - so next time, you'll be able to top-up your meter in seconds.
- Register online for Smart Pay with your unique top up code to top up online, on your phone or from your local PayPoint
- Friendly credit - Making sure your supply stays live (until 8am) if you run out of credit overnight, on a weekend or a bank holiday
- Emergency credit - Each meter comes with £5 emergency credit
- In Home Energy Display - No need to go to the cupboard to check your credit status or your recent usage, your IHD will display all this information for you!
This section of the website will help guide you through getting started and living with Pay As You Go. Check out the 'Getting started' and 'Topping up' sections for all the details.
There are a few things to remember when your key or card arrives:
1. Use it up
Make sure to use up all the credit on your meter before you insert your new Spark key for the first time. If you don’t use it, you’ll lose it, so don’t forget!
2. Set it up
Before you top up your new key you’ll need to enter it into the meter for 30 seconds. This is really important as it updates your meter with all the information about your great new tariff.
3. Top it up
Once you’ve done all that, you’re ready to go and get topped up.
The process is the same for both gas and electricity, but if you’re having any trouble, just let us know and we’ll get you back on track.
Where can I top up my credit?
You can top up your key or card at thousands of locations around the country including:
22,000 PayPoint locations
17,000 Payzone locations
You’ll find PayPoint or Payzone in a corner shop, garage or supermarket near you. Find your nearest PayPoint here.
When can I top up?
You can only top up during the opening hours of your local PayPoint or Payzone location – so try to make sure you don’t run out of credit outside these times.
What if I run out of credit?
One benefit of having a PAYG meter is a service called Friendly Credit, which applies during periods of Non-Disconnect. This means that if you run out of credit between the hours of 20:00 and 08:00 (Monday-Friday) and all day during weekends and Bank Holidays, you will stay on supply until the following day when you can next top-up. Please note that this applies to traditional Electric PAYG meters; Gas ones are slightly different, and you should get in touch with the meter manufacturer if you have any queries regarding Friendly Credit.
What if I have a smart meter?
If you have a smart meter, there are a couple of other options for topping up - read on for more details.
Smart meters are ideal for Pay As You Go - you no longer have to worry about inserting a card or key into the meter as the credit will go straight onto the meter automatically.
Swift pay app
Get our stress-free Swift payg app today, so you can focus on the important things:
- Top-up in a few simple taps
- Add a new bank card to your account
- Keep track of your previous top ups
Don't want the app? That's okay, you can still top-up online using our Smart Pay option from the comfort of your sofa.
Create an account and manage all your payments online or make one-off payments to tide you over until your next trip to the shops – it’s up to you. Once your account is up and running, you can even pay by text if you want to.
What if I run out of credit?
One benefit of having a PAYG meter is a service called Friendly Credit, which applies during periods of Non-Disconnect. This means that if you run out of credit between the hours of 16:00 and 10:00 (Monday-Friday) and all day during weekends and Bank Holidays, you will stay on supply until the following day when you can next top-up.
Other ways to pay
Topping up online with our Swift app or via your Smart Pay account is the easiest and quickest way to manage your meter. If you aren't registered for Smart Pay , you can still top-up over the phone, it’ll just takes a little longer. Simply contact us on our automated service by calling: 0333 313 9170
There might be a 10 minute delay while we transfer the credit to your meter, but it should be there by the time you get home from the shops or grab a cuppa.
Note down your unique top up codes and take them to your nearest PayPoint location – you’ll find it in a corner shop, supermarket or garage near you.
If you need help to find your nearest PayPoint visit www.paypoint.com and pop in your postcode.
The cashier will be able to use your unique top up code to add credit to your meter – anything up to £100 per meter.
Keep track of your spend
You can use the History button on the Transactions screen to view your current balance and recent top-up activity, to help keep track of how much you’ve spent and what’s remaining.
How to access your emergency credit
When your pre-payment credit gets low, your IHD will make a noise to alert you.
You’ll have the option to access £5 of emergency credit per fuel to keep things running until you can get topped up.
To access it, simply hit the E-Credit button on the Low Credit screen. Once you do, you’ll see the credit start to count down, and this is your cue to run out to your local PayPoint and get topped up!
If you don’t top up before the emergency credit runs out, you’ll be cut off and have to reconnect when you do top up again. Remember that you’ll need to repay the emergency credit you’ve used when you top back up too.
Helping you out with a broken meter
If your prepayment meter isn’t working properly, please let us know as soon as possible on 0345 034 7474 between the hours of 8am and 6pm Monday to Friday and 9am and 1pm on Saturdays. If you have an emergency outside of these hours, call the same number and you'll be re-directed accordingly to a helpline. Before you call, if there is an error code on the screen of your pre-payment meter please make a note of this and let us know which one when you call.
Not yet with us and you've got outstanding debt?
If you're a Pay As You Go customer who is thinking of moving to Spark, switching couldn’t be easier - click here and follow the simple steps to find out what great value tariffs we have available to you.
If you have an outstanding debt of £500 or less per fuel, you may also be able to transfer your debt to us when you switch - click here to find out more.