Get help with your Smart Pay As You Go meter.

If your balance falls below £2 and you can’t top up your meter straight away, you can activate your emergency credit - £10 for electricity and £10 for gas. Once the emergency credit is used up, your supply will disconnect unless you top up.

See how to activate your emergency credit for your particular meter.

Our friendly hours are times that your meter won’t disconnect (even if you run out of credit). These are Monday to Friday 4pm - 10am, weekends and UK bank holidays.

Next time you top up you’ll need to pay for any energy you use during those times, plus emergency credit, any overdue repayment plan payments and the daily standing charge.

If you’ve been disconnected, your smart in-home display will show you how much you need to top up.

Once you’re back in credit, to get your supply back on you’ll need to follow the instructions depending on your meter type.

You can top up by credit/debit card using the mobile, tablet and desktop-friendly versions of our website or by using our app.

Check out the video below for more information.

You can top up at Payzone and PayPoint outlets, as well as the Post Office. Just show your personal barcode(s) and the payment will be made directly to your meter. You can find your barcode in your online account or, we may have sent you a copy in the post.

You might want to print these out or save them on your phone so you've always got them handy.

For more information check out the video below.

You can top up with a minimum of £1 and a maximum of £80 per meter when using a credit/debit card. This limit is lower when topping up by cash at £49.

When topping up by cash you can only top up in whole pounds (eg. £10), however topping up online lets you top up any amount (eg. £10.11)

You won't be able to top up if it takes you over your £500 limit per meter. If it’s going to take you over your limit, we'll let you know on screen and you'll be able to enter a smaller amount.

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).

Yes, to talk to us about changing the mode of your meter, just email us at hi@eonnext.com or just give us a call on 0808 501 5200.

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). We'll need to either change your meter or, if possible, switch it remotely to credit mode. You'll need to pass a credit check and be up to date with your payments. If so, we’ll offer this within a reasonable time frame.

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

It's worth checking what meter type you have as some of our instructions below are dependent on whether you have an earlier SMETS1 smart meter or a newer SMETS2 smart meter.

They can also change depending on your meter manufacturer, eg: L&G or EDMI.

We take your daily standing charge from the credit that's on your meter. This happens around midnight.

If your payment hasn’t reached your meter, you can easily top up using the 20 digit top up code (sometimes referred to as a UTRN) that we'll send to you with your payment confirmation.

See how to top up using a code for your particular meter.

You can check your balance on your meter or your in-home display. See our guides for how to check the balance on your particular meter.

Your online account will show what your balance was at midnight.

If you think you are using more energy that you should be on your Smart Pay As You Go meter, you can switch your In Home Display to a weekly or monthly usage view so you can track how much energy you’re using per week or month.

First, turn it off, take it near your meter and then turn it on again. After a few minutes, once the date and time are showing, it should be working again.

If not, get in touch and we'll see what we can do to help.

If you switch both your gas and electricity to a new supplier, we’ll switch both of your Pay As You Go meters over to standard credit meters and then send you a final bill. This final bill will cover any energy used up to when you start with your new supplier.

If there’s anything to pay, you’ll need to pay this in full or get in touch with us to set up an affordable arrangement. If your bill shows a credit, we’ll automatically add this to your account.

Around the time of you leaving us to joining your new supplier, you’ll lose some of the smart functionality of your Smart Pay As You Go meter.

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 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.

We’ll send you a yearly statement with the following important information:

• Your previous balance - is the balance from your last statement.

• Energy use and costs - shows how much energy you've used and any standing charges and how these are worked out. (If you've switched tariffs, you'll see separate calculations based on the different energy prices).

• Payments - how much you’ve topped up, plus any additional support payments such as temporary credit and government scheme payments (like the Warm Home Discount).

• Balance - this should match up with the balance on your meter on the date this statement charges you up until. It's important to know, this amount is not a request for payment.

For answers to questions such as what is a standing charge, please head to our billing pages where you can find more information