Get help with your prepayment meters.

Both electricity and gas card or keys will continue to work while your account moves over. When your move is complete, we’ll send you a new gas card which you can start using straight away. If you have an electricity prepayment meter we don’t need to send you a new key and you can carry on using your existing one.

If you haven't received your new gas card a couple of days after we've moved your account, please get in touch.

You can top up at any Payzone, PayPoint or Post Office outlet. You can find your closest outlet on their website.

For gas, your prepayment meter has £10 emergency credit, available when you have less than £2 left on your meter.

We're updating emergency credit for electricity from £5 to £10, starting with the most vulnerable customers first and we'll contact you with more details about what's going to happen and when the change will be made. For now, there's £5 emergency credit unless we've already let you know yours is changing and you'll be able to activate this when you've got less than 50p left.

Just remember, you'll need to pay back your emergency credit the next time you top up.

For gas - If you want to use your emergency credit and you’ve got less than £2 left; put your card in the meter then press the red button ‘A’

For electricity – if you want to use your emergency credit and you’ve got less than 50p left, put your key in the meter and press the blue button. Your meter may make a noise when your emergency credit is available to use.

It’s part of your agreement to top up your meter with credit every week even if you aren’t using energy. This is to ensure that your debt is repaid in line with your repayment agreement.

If you don’t keep up with the repayment schedule, the meter will take an amount each night from the available credit until the repayments are up to date.

If you don’t top up your meter, we’ll carry on taking a higher weekly debt repayment amount until you’ve caught up with your repayments.

If you’re struggling to pay, please tell us as soon as possible on 0808 501 5200 or email us at hi@eonnext.com. We’re here to help.

In the summer months you must remember to keep topping up your meter. You might use less energy, but the standing charge is still debited each day from your meter during the summer months.

Keeping your meter topped up, helps you spread the cost throughout the year and makes you more prepared for winter.

Prepayment meters are really easy to use. It's a bit like a pay as you go mobile, you just top up with credit to get your electricity and gas. The top-ups work in different ways. For gas we'll send you a card and for electricity we'll send you a key. You can take these to any Payzone, PayPoint or Post Office outlets to top up.

Don't worry, for emergencies you can activate emergency credit on your meter - there's £10 for gas and £5 for electricity (being increased to £10 - we'll contact you when this is changing on your meter).

Just remember, you'll need to pay this back when you next top up.

Yes, as long as you're not paying back a debt through your meter and you pass a credit check, we can book an appointment with you within a reasonable time frame to swap your prepayment meter for a shiny new smart meter.

If you switch to a credit meter you'll pay for your energy monthly by Direct Debit or we'll send you a bill (which you’ll need to pay in 7 days).

If your circumstances mean that a prepayment meter is not safe or practical it's really important that you talk to us so we can help.

Moving home can be a really exciting time with lots to organise, but don't forget about your energy.

Just tell us as soon as you know your move date, as we don't want you to end up paying for someone else's energy. We'll ask you to take some meter readings, when you move, so we can close your account with us.

To get in touch about your move just email us at hi@eonnext.com or just give us a call on 0808 501 5200.

Don't panic, all you need to do is contact us at hi@eonnext.com or give us a call on 0808 501 5200. If you don't you could end up paying the wrong rates as the previous occupier could have had a debt with us.

It’s easy to top up at a Payzone, PayPoint or Post Office outlet. Just hand them your card with the amount of money you want to top up, a minimum of £1 is needed. Fully pounds only as we like rounding!

They’ll put the credit on your card, which will transfer to your meter when you put it back in. Don’t forget to press the red button ‘A’ button when your meter asks as this will transfer the credit over.

It’s easy to top up at a Payzone, PayPoint or Post Office outlet. Just hand them your key with the amount of money you want to top up, a minimum of £1 is needed (full pounds only). They’ll put the credit on your key, which will transfer to your meter when you put it back in.

If your meter displays one of these codes, here's what you need to do:

Error A3 - Don't worry, this just means you've taken out your key too soon. Pop it back in.

Error 10 - Try cleaning your key's chip with a dry cloth. If the message stays, then your key's programmed for a different meter. Please call us on 0808 501 5200.

Blank screen - Insert your key and hold the blue button down. If that doesn't work, call us on 0808 501 5200 and we'll send someone to take a look.

Error number from 6-44, NO, A1, A2, A6, A10, B1-B7, B9, C4, C5, D1-D7, D9, E4, E5 - These different error codes are all caused by a faulty key. Please call us on 0808 501 5200.

Reset, token no, or error number 1, 2, 3, 50, 99, A4, A5, A7, A8, A9, C1, E1, E6 - Unfortunately these error codes all mean that your meter is broken. Please call us on 0808 501 5200.

If your meter displays one of these codes, here's what you need to do:

Call help - call us on 0808 501 5200.

Battery fail – call us on 0808 501 5200.

Card not accepted, shown as M***** or M----- on your meter display – call us on 0808 501 5200.

Blank screen – call us on 0808 501 5200.

Card fail 04, 28, 25, 28 shown on your meter display – make sure your card is clean and reinsert the card. If this does not work, call us on 0808 501 5200.

If your prices need to change we’ll let you know and we’ll send your new prices to your meter. If for some reason this doesn’t work we’ll investigate and fix this in a reasonable timescale.

You can find this information on your meter.

For gas:

1. Press and hold the red button 'A' until you hear a beep or the display on the meter changes.

2. Now press the red button 'A' again until you get to screen 27.

3. Screen 27 will show you the total debt balance left to pay.

For electricity:

1. Insert your electricity key into the meter.

2. Press the blue button until you see the letter 'S' which will show you the outstanding balance on your meter.

For gas - your meter will first check to see if anything is owed before giving you credit for gas. If you have a weekly repayment rate the meter will take this amount from your first top up after a Wednesday morning each week.

For electricity - your debt will be taken by your meter regularly throughout the week.

For gas:

1. Insert gas card into meter.

2. Press and hold the red button 'A' until you hear a beep or the display on the meter changes.

3. Now press the red 'A' again until you get to screen 26.

4. Screen 26 will show you your weekly collection rate.

For electricity:

1. Inset your electricity key into the meter.

2. Press the blue button until you see the letter 'T' - this will show you your weekly collection rate.

When you’ve finished paying your debt - we’ll stop collecting your repayments from your meter automatically.

If having a prepayment or SPAYG meter doesn’t work for you, we may be able to offer a different option, such as a Direct Debit. To change your meter we’d need to run a credit check and potentially take a security deposit - but don’t worry, we’ll go over this with you.

You can check your balance and your debt amount anytime on your meter.

How to check your SPAYG meter.

There are many different types of SPAYG meters - pop over to how to check your SPAYG meter to get your info.

How to check your prepayment meter.

For gas:

• Press and hold the red button 'A' until you hear a beep or the display on the meter changes.

• Now press the red button 'A' again until you get to screen 27.

• Screen 27 will show you the total debt balance left to pay.

For electricity:

• Insert your electricity key into the meter.

• Press the blue button until you see the letter 'S' which will show you the outstanding balance on your meter.

If you’re struggling to pay for your energy we have a range of payment support and independent advice available - from grants funded by the E.ON Next Energy Fund to free, personalised and impartial debt support from StepChange. For mental health support visit our charity partner Mind. Or get in touch and we’ll do all we can to help.

We can set up a long term, affordable repayment plan and we might also be able to offer you extra credit (you'll still need to pay this back but we won’t charge you any extra for this).