If you've run out of credit and can't top-up right away, we'll lend you £5 emergency credit.

If you've got a smart Pay As You Go meter, you can start using your emergency credit quickly and easily through your In-Home Display, or your Smart Energy Tracker if you have one of these. You can also activate emergency credit directly on the smart meter(s).

Select the option that's right for you:

How to activate emergency credit on your In-Home Display
How to activate emergency credit on your Smart Energy Tracker
How to activate emergency credit on your gas smart Pay As You Go meter
How to activate emergency credit on your electricity smart Pay As You Go meter

When you can activate emergency credit

You can activate emergency credit when you've got credit of £2 or less on your meter. You'll get notifications on your In-Home Display, or Smart Energy Tracker if you have one of these, when you're able to do this.

In-Home Display dashboard showing readings for electricity and gas

How to activate emergency credit on your In-Home Display

  1. Choose the Prepay balance tab from the tracker’s home screen. If you see a grey “e” symbol, you can activate emergency credit.
  2. Select either “Electricity” or "Gas".
  3. You’ll see a box asking if you want to activate your emergency credit. Select OK to confirm.
A hand holding a smart energy tracker

How to activate emergency credit on your Smart Energy Tracker

  1. First, you'll need to make sure you're on your Smart Energy Tracker's main menu. Here you can choose either “Electricity” or "Gas".
  2. Next select “Your Account” and then "Your credit".
  3. You'll then see a box at the bottom of the screen that says “Emergency credit” and an "Activate" option. When you're ready, press “OK”.
  4. Finally, you'll be asked “Are you sure?” Answer "Yes" to start your emergency credit.
Play video: How to activate emergency credit on your gas smart Pay As You Go meter

How to activate emergency credit on your gas smart Pay As You Go meter

  1. If you've run out of credit, press the “Orange” button (“A” button) twice.
  2. You should see a screen that says, “Accept EmCr? A=Next B=Yes”.
  3. Press the “Black” button (“B” button). You should see a screen that says, “EmCr £5.00 ARM Press B For Gas”.
  4. Press the “Black” button (“B” button) again to confirm.
Play video: How to activate emergency credit on your electricity smart Pay As You Go meter

How to activate emergency credit on your electricity smart Pay As You Go meter

  1. If you see a screen that says, “OWED” and an amount, press the “A” button.
  2. You should see a screen that says, “EMCR ACCEPT A=NO B=YES”.
  3. Press the “B” button to access.
  4. You should see a screen that says, “EMCR ACCEPTED”.

Extra help topping up your emergency credit

If your emergency credit runs out, please top up as soon as possible. If you're unable to top up, we may be able to offer further support. The easiest way is to use our form. You'll need to pay back any credit you borrow, but we can spread the cost so you pay a little bit at a time. We’ll make sure your repayment plan is affordable.