Get help with your prepayment energy meter top-up

How to top up your prepayment electric or gas meter, what to do if you've lost your key or card, help if you can't top up, plus more.

Great news – your energy prices are going down

The government is continuing their Energy Price Guarantee. This means that a typical household(1) with a prepayment meter for both gas and electricity won’t pay more than a Direct Debit customer. The government is changing how they apply this discount; it will now reduce your electricity and gas standing charges. We're writing to all our customers to inform them how this will impact them. There's no need to do anything or contact us. The changes will be applied automatically.

Your bill will be based on the amount of energy you use. However, we can assist you in becoming more energy-efficient, which could save you money. Consider switching to a smart Pay As You Go meter to make it easier to budget your energy spend. We also have lots of useful help and advice in our help centre.

What is a prepayment meter?

Prepayment meters are a type of domestic energy meter that requires users to pay for energy before using it. Energy is added by using a smartcard, token or key that can be topped up at a shop or via a smartphone app.

Help and support with your prepayment meter, card or key

EDF key and card to top-up a Pay As You Go prepayment meter

How to top up my electric or gas meter?

You can do an electric or gas top-up at more than 50,000 locations around the UK. Most are open seven days a week. If you can't leave your home to top up, please ask a friend or a family member to do it for you.

Find a shop near you where you can top up:

Screenshots of the free EDF mobile app, displaying how Pay As You Go customers can use the app to top up, set low balance alerts and more!

How can I top up my electricity or gas online?

To top up electricity or gas online you'll need to upgrade to a smart Pay As You Go meter. You can then:

How does electric key top-up and gas card top-up work?

To top up energy, you'll use a key for an electricity prepayment meter or a card for a gas prepayment meter. 

Once you’ve topped up, slot your card or key into the prepayment meter. Your meter will show how much money is left and how much energy you’ve used. Your card or key only works with your meter.

What can I do if I can't top up my energy card or key?

If your meter runs low you will hear a warning 'bleep' sound. Put your card or key into the meter to use emergency credit. Only use emergency credit if you really need to.

If you have any problems topping up get in touch(2).

What happens if I run out of credit, or forget to top up my electricity meter?

Update for any customers who have a traditional prepayment meter. From 1 October 2022, your emergency credit was increased to £10

Please watch how much money you have left on your electricity meter. If you can, top up your energy key or card more than you need to. This way, you won't run out of credit suddenly.

If you run out of credit after 6 pm, your electricity will not go off until 11 am the next day. We call this our non-disconnection period which runs: Monday - Friday, all weekend and Bank Holidays from 6 pm - 11 am.

How can I get a new electric key or card, if it has been lost or damaged?

If you lose or damage your electric card or key please get in touch(2) Monday to Friday 8am to 8pm.

Topping Up

How much can I top up in one go?

  • At a PayPoint you can add up to £49 to your key or card every time you top up. 
  • At a PayZone or Post Office you can add up to £99 to your key or card every time you top up. 

How much money can my meter hold?

  • Your electricity meter holds up to £255.
  • Your gas meters holds up to £999.

Help with your tariff, bills, debt and more


How can I check I'm on the best energy tariff?

Head over to MyAccount to see if you can switch to a different tariff. Once the switch is confirmed, your new tariff prices will show on your meter when you top up and insert your key or card.

Are you vulnerable, or know someone that is, and need extra help?

Our Priority Services provide support with stress, illness, bereavement, disability, debt, and other issues.

family with young child

Get help if you're struggling to pay

If you're finding it hard to pay your energy bills – we're here to support you if you need help.