Frequently Asked Questions

What is a prepayment meter? Is it right for me?

A prepayment meter allows you to pay for your energy as you use it, similar to a 'pay-as-you-go' mobile phone. You top up your meter with credit, and your energy is used from that credit. It's ideal for managing your budget, helping you keep track of your energy spending, and avoiding large unexpected bills. It can be a good option if you prefer to have more control over your finances or if you've struggled with energy debt in the past.

How does Energeia Pay help manage my energy?

Energeia Pay provides state-of-the-art prepayment solutions, from installation and maintenance of smart meters to easy top-up options. Our smart meters help you monitor your consumption, giving you a clear picture of how much energy you're using. We also offer dedicated customer support and advice on energy efficiency to help you make the most of your budget.

How do I top up my Energeia Pay meter?

We offer several convenient ways to top up:

• Online: Log in to your secure account portal on our website.
• Via App: Use the Energeia Pay mobile app, available on iOS and Android.
• Retail Stores: Visit any PayPoint or Payzone outlet across the UK. Just present your top-up card or meter key.
• Phone: Call our automated top-up line with your account details.

What happens if I lose my top-up card or meter key?

Don't worry! If you lose your top-up card or meter key, please contact our customer support team immediately on +44 20 7946 0958 or email info@energeiapay.co.uk. We can help you order a replacement. In the meantime, we can provide you with a temporary barcode or code to top up at retail locations.

Where are my nearest retail top-up locations?

You can find your nearest PayPoint or Payzone shops by using their online store locators. Simply search for 'PayPoint locator' or 'Payzone locator' on your preferred search engine, or check within the Energeia Pay app for a map of nearby stores.

My meter screen is blank, what should I do?

If your meter screen is blank, first check if there's been a power cut in your area or if the main fuse has tripped. If not, it could indicate an issue with your meter or supply. Please contact our dedicated technical support team immediately on +44 20 7946 0958. Do not attempt to open or tamper with the meter yourself.

How does emergency credit work?

Emergency credit is a crucial feature designed to ensure your supply doesn't cut off unexpectedly, especially outside of retail top-up hours or during an emergency. When your credit runs low, your meter will typically alert you, and you'll have the option to activate emergency credit. This provides a small amount of credit to keep your supply on until you can top up. Remember, this credit must be repaid with your next top-up.

What should I do if I'm experiencing a power cut?

If you experience a power cut, first check if your neighbours are also affected, and if it's impacting your entire property or just specific appliances. You can also visit your local DNO (Distribution Network Operator) website or call their 105 emergency number directly. Energeia Pay manages your billing, but the physical supply network is managed by your DNO.

What do I do if I'm moving into a property with an Energeia Pay meter?

Welcome! As soon as you move in, please contact us on +44 20 7946 0958 to set up your new account. We'll verify your details, explain how the meter works, and help you get started with your first top-up. It's important to do this quickly to ensure a smooth transition and avoid any supply issues.

What do I do if I'm moving out of a property with an Energeia Pay meter?

Before you move out, please take a final meter reading and contact us to close your account. We'll ensure all outstanding balances are settled and provide you with a final statement. This process helps ensure a smooth handover for the next resident and avoids any future billing complications for you.