If you think there may have been an error on the system, you can call in to our phone line to make a payment. Please call 0345 2068 333 and ensure you have your top-up card number to hand (these are 19 digits long and can be found on the front or back of your top-up cards). You will also need your payment card details.
Yes. If there is an error and the credit does not get issued to your meter, you will need your receipt to enter the vend code into your meter to active the top-up.
Once we have confirmation from your current supplier and have received all the information we need to successfully take over your supply, we request our card manufacturers to create and send out a new key/card for you to use. We do try and ensure that it arrives on the date that your supply gets taken over by Utilita. If you have not received the key/card after being with Utilita for 10 working days, please contact our Customer Advisors.
Once you have registered your account details (this includes your top-up card number, mobile phone number and payment card/s) – you will be able to top-up by sending a text message*.
Simply text Pay followed by your top-up card number, the amount you would like to top-up and your 3-digit card security code and send it to 01803 500 051.
Example for a £10 top-up:
The amount you have chosen to top-up by will be automatically sent to your meter and you will receive a text message receipt (please allow up to two hours for this to arrive). The receipt will include a 20, 40 or 60 digit ‘Top-up Code‘, in case the top-up does not arrive automatically – this will enable you to top-up manually, for instructions on how to top-up manually please see our how to videos.
* Text messages will be charged at your standard local network rate. You will need to send 2 separate text messages if you are topping-up your gas and electricity; one for each top-up card number.
** You can top-up in whole pounds only - no pence.
The easiest way to top-up is online, however if you'd prefer to top-up over the phone, you can do so by calling our Automated Top-up Line:
Before you phone, please ensure you have your unique top-up card number/s to hand (these are 19 digits long and can be found on the front or back of your top-up card/s). You will also need your payment card details.
The amount that you can top-up varies by payment method:
|Minimum top-up per meter||Maximum top-up per meter|
|Any PayPoint outlet||£2||£45|
|Online & Mobile App||£2||£500|
|Automated Top-up Line: 0345 2068 333||£5||£50|
When your smart meters are installed, our engineer will give you your top-up card(s) and explain how they work. They will also leave you with a User Guide, which includes full instructions on how to use your smart meters and the different ways to top-up.
Don't worry, you can top-up using the unique top-up numbers (printed on the front of your cards). We recommend you note these numbers down somewhere safe. The top-up card numbers can be used to top-up online, via our Automated Top-Up Line or manually typed in at PayPoint outlets. You can also generate your own eCard online to use instantly.
No, each card is unique to its own meter in order to make them secure, so top-ups cannot be made on one card and transferred to another.
The top-up cards are really easy to use and there is no need to get them authorised. There are several ways to top-up with them:
PayPoint outlets are clearly signposted with the two ‘P’s on a yellow background; you can find a full list of them here. Alternatively, you can call our Customer Care Team on 03303 337 442 and they will be able to tell you where your nearest PayPoint outlets are.
If your meter runs out of credit at any time of day, you have access to £15 'Emergency Credit', giving you time to top-up, but you must always activate it to be able to use it and prevent your supply turning off when your meter reaches £0.00. Your in-home display will notify you, which when accepted enables access to this emergency fund - be aware, this will need to be repaid when you next to top-up, so you are in positive credit by at least £1. In some cases you may be able to activate your Emergency Credit at your main meters, even if your supply has already turned off.
If the Emergency Credit itself runs out after 3pm*, the supply will not go off until 10am* the next day, giving you time to get to the shop or buy more credit in whichever way suits you. This additional facility is called 'Friendly Credit' and is accessible during evenings, weekends and bank holidays, to ensure you never go off supply.
Although it is useful to have the convenience of 'Emergency' and 'Friendly Credit', prepayment smart metering works best when you keep your meters topped-up. As with all prepayment meters, if you run your credit down to zero and get disconnected, you will need to top-up so you are in positive credit of at least £1.00, in order to get your supply back on.
If you are using an old gas card or electric key, you may not be able to top-up at any PayPoint outlet after 31 December 2019. By now, you should have received your new top up cards and/or keys that you should start using when you next top-up your meter, and at least before 31 January 2019. If you haven’t received a new key or card, please contact 0345 2072 000 to request your new top-up devices as soon as possible. If you would prefer, you can contact us to book a smart meter installation, this will mean no more trips to the shop! To book an appointment, call us on 0330 0536 778 or see our help page.
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Select the top-up card that looks like yours
Call us Monday to Friday, 8am to 6pm on 0333 0156 662
Call us Monday to Friday, 8am to 6pm on 0333 0156 662
Lost supply? - please call our Emergency Line on 03452 068 999 so we can get you back on supply
This number is reserved for loss of supply enquiries only (Open 8am - 10pm, 7 days a week)
03 numbers are UK wide numbers that are charged in the same way as 01 and 02 numbers.
Utilita Energy Limited, Hutwood Court, Bournemouth Road, Chandler’s Ford, Eastleigh, SO53 3QB
Registered in England & Wales No: 04849181 Regulated by Ofgem