Topping-up

Top-up your energy credit with My Utilita, via SMS, by calling our automated top-up phone line or at any PayPoint or Payzone outlet.

Need your credit on your meter straight away? Want to know how to add your top-up to your meter manually? Find more info on how to use your top-up code here.

FAQs

• I can’t get to the shop, how can I top-up my meter/s?

  Not only can you top-up your smart meter/s at your local PayPoint or Payzone outlet, we give you multiple different ways to top-up:

  • You can top-up online or by downloading the My Utilita app.
  • You can call our automated top-up line on 0345 2068 333.
• How do I top-up with My Utilita?

  You can top-up in minutes with our award-winning app, simply download My Utilita from your app store, register for an account and visit the Payments tab - top-up your electric or gas (or both at the same time) from just £2.

  You can also make future top-ups even easier, with VISA Checkout or by saving your own cards to your wallet, you’ll be able to top-up in a click.

• I’ve topped-up but my credit hasn’t gone onto the meter, what can I do?

  Your top-ups should go onto your smart meter automatically within 30 minutes of topping-up, however in some cases it can take a little longer or the vend code may need to be entered onto the meter manually.

  To enter the top-up onto your meter, you’ll need the ‘Vend Code’ - this can be found on your printed receipt or in your ‘Payment History’ in My Utilita. Once you have this, simply follow the steps in the help video below.

• Where can I find my top-up card/s?

  We’ll send your top-up card/s to you when you switch to us, however if these haven’t arrived or you’ve misplaced them, you can find your top-up eCard on the My Utilita app or by generating your own here. (You can use an electronic top-up card just like your ordinary top-up card, the PayPoint or Payzone outlet will simply need to scan the barcode on the e-card.)

• I’m still waiting for/ I have lost my top-up cards

  You can generate a free digital top-up eCard here, simply pick the type of card you need, and we’ll email it to you. You can then print it off or show your smartphone to be scanned at any PayPoint or Payzone outlet. Alternatively, we can send out a new card if you’ve lost your card and would like a replacement, however a £6 charge will be added to your meter and reclaimed through top-ups at 25% until repaid. You can request a new top-up card here.

• Why do I need to enter a one-time passcode when making a payment?

  You may be asked to enter a one-time passcode (OTP) when making a payment on My Utilita or on our website - this is to help protect you from fraud. From time to time your bank may request Purchase Authentication by sending a notification to your phone, please make sure your bank has your most up to date email or phone number.

  Utilita or your bank will NEVER ask you to share your pin or passcode for your bank account.

• How do I top-up over the phone?

  The quickest and easiest way to top-up is with My Utilita, however if you’re unable to access the internet or would prefer to top-up over the phone, you can call our automated top-up line on 03452 068 333.

  Before you call, be sure to have your unique top-up card number/s to hand (this is the 19-digit number on the front or back of your top-up card/s), as well as your payment card details.

• Is there a minimum/maximum top-up amount?

  Yes. However, the amount that you can top-up varies by the payment method used:

  
  

  	Minimum top-up per meter	Maximum top-up per meter
  Paypoint	£5	£45
  Online & My Utilita App	£2	£500
  Automated Top-up Line: 0345 2068 333	£2	£175
  SMS	£10	£50
  PayZone	£5	£99

• Do I need to keep my top-up receipt?

  Yes. If you’ve topped-up at your local PayPoint or Payzone outlet, we would recommend keeping hold of your receipt just in case there is an error – as you may need your receipt to enter the vend code onto your meter. If you top-up using My Utilita, your Payment History can be found under the Payments tab on our app.

• Where can I find my nearest PayPoint, Payzone or Post Office outlet?

  There are over 28,000 PayPoint outlets across the UK, so you’ll never be too far away from your local store – just lookout for the PayPoint logo (two ‘P’s on a yellow background) around your town. You can also find a full list here.
  
  Payzone together with the Post Office, have a network of over 24,000 stores and branches across the UK. You can find your nearest store here.
  
  Don’t forget, you can also top-up from £2 without leaving the sofa on My Utilita.

• What happens if I run out of gas and/or electricity credit?

  If either of your meters run out of credit and you’re unable to top-up, there’s no need to worry – you have access to £15 ‘Emergency Credit’ on your smart meter, plus POWER UP if payday is a little way off.

  Emergency Credit:

  • Your smart meter comes with £15 Emergency Credit, giving you more time to top-up. When your meter balance gets below 50p of credit, you’ll automatically be sent a notification to your In-Home Display, simply accept this notification to activate this emergency fund. (Please note, any Emergency Credit used will need to be repaid when you next top-up.)
  
  
  • Missed the notification? You can also activate the Emergency Credit from your main meters by pressing ‘7’ on your smart meter keypad, followed by ‘A’ to accept and then ‘B’ to confirm.
  
  
  • It's never been easier to view when your Emergency Credit is available - just check your home screen on My Utilita. You can download My Utilita from the App Store or Google Play Store.

  Friendly Credit:

  • If your credit runs out after 2pm, your supply will not go off until 10am the next day due to Friendly Credit hours. This additional feature on your smart meter is available during evenings, weekends and bank holidays – making sure your supply stays on during these times.
  
  
  • If you’ve been a Utilita customer for over three years, Friendly Credit Hours also extend to all day Monday - Great!
  
  
  • You can view within My Utilita when you're in Friendly Credit Hours.

  Although 'Emergency' and 'Friendly Credit' are convenient to use, we’d recommend that you keep your meters topped-up. As with all prepayment meters, if you run your credit down to zero and the supply goes off, you’ll need to top-up – making sure that you’re in positive credit of at least £1.00 to restore your supply.

• How do I transfer credit between meters?

  Simply head to the Payments section of the My Utilita app and select Transfer Credit (or Transfer Credit from your Savings page). From here, you can select your meter and the amount you’d like to transfer to your Savings. Please leave up to 30 minutes for the transfer to complete.

  Once this is complete, use any credit from your Savings to top-up the meter of your choice by choosing ‘Withdraw Savings’ from your Savings page.

• Why is my transfer credit unavailable?

  Your selected meter balance will need to be above £7 as you’ll need at least £5 remaining on your meter – this leaves a minimum transfer amount of £2. Alternatively, if you haven’t submitted an up-to-date meter reading, you may not be able to use this feature.