Top-up Cards

• How long will it take for my replacement top-up card to arrive?

  It takes around 8 working days from when you request the replacement card for it to be received. However, you can generate your own eCard on the next step to use instantly!

• Do I have to have new top-up cards – can I top-up without them?

  Once a smart meter has been installed, you will no longer need your key/card from your old meter. You will be given a new top-up card so that you are able to top-up at PayPoint or Payzone outlets. On this card will be a long number that you will need when you top up over the phone, on our App, on the website or via SMS.

• I have requested a new top-up card but it’s not arrived within the 8 working days.

  Use our live chat to check the progress of where your top-up cards are if you do not receive them within 10 working days (sometimes they can be delayed due to external reasons, such as Royal Mail delays), a friendly Live Chat representative will be waiting for you here:
  
  

• I’m still waiting for/I have lost a top-up card.

  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. Then print it off or present your smartphone to be scanned at any PayPoint or Payzone outlet. Alternatively, if you’d like a replacement card please note that a £6 charge may apply and will be added to your meter. This will be reclaimed at 25% off of each of your tops-ups until it’s fully paid. You can request a new top-up card here.

• Why has my temporary electricity key and/or gas card not arrived yet?

  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.

• When do I get my smart meter top-up card(s)?

  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.

• What happens if my top-up cards become lost, faulty or stolen – how will I 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 or Payzone outlet. You can also generate your own eCard online to use instantly.

• If I have a dual fuel supply, does the same top-up card work for both my electricity and gas meters?

  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.

• How do the top-up cards work – do I need to get them authorised?

  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: Just take your top-up cards to any PayPoint outlet to make a payment and it will be sent automatically to your meter(s) (it may take up to 30 minutes to arrive). We advise you hang on to your receipt until you have checked the top-up has credited your meter. In the unlikely event your top-up doesn’t arrive, you can credit your meter manually by typing the unique 20, 40 or 60 digit top-up code on your receipt into your in-home display or meter(s) directly. We hope you don’t have to do this but the remote top-up facility relies on the same technology as a mobile phones, so there can be signal issues from time to time.
  
  
  • Payzone: Take your gas and/or electricity top-up card to any Payzone outlet, the retailer will process your payment and your top-up will be sent to your meter automatically. We advise you keep the receipt after processing your payment. If your top-up doesn’t arrive you can credit your meter by manually entering the unique 20 digit top-up code found on your receipt into your in-home display or meter(s). Your supply should be credited automatically, however it can take up to 1 hour to show on your In-Home display.
  
  
  • Online: Follow the easy step-by-step instructions online. All you need is your top-up card(s) and a payment card.
  
  
  • Text Message: Before you can top-up via text message, you first need to register your mobile number and payment details online.
  
  
  • Automated Top-Up Line: A minimum of £5 can be topped-up via our Automated Top-Up Line on 0345 2068 333.
  
  
  • Direct Debit: You can also top-up via a monthly 'Pre- Pay Direct Debit' and we will send the credit directly to your meter(s) on an agreed date every month. You can set this up by calling our Customer Care Team. Please be aware, if your energy usage exceeds your agreed monthly payment, you will have to top-up the difference either at a PayPoint or Payzone outlet, by text message, online or via our Automated Top-up Line, to avoid losing supply.
• Having problems topping up with your key /card?

  If you are using an old gas card or electric key, you may not be able to top-up at any PayPoint or Payzone 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.

Head to the Utilita Community for more helpful content on topping-up!