Get help with your prepayment energy meter top-up

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

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 top-up or a gas top-up at more than 50,000 locations around the UK. Most are open 7 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:

If you have any problems you can contact us by phone on 0333 200 5100(1), WhatsApp on 07480802942 or send an SMS text message to 07481341928.

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 phone 0333 200 5110(1) Monday to Friday 8am to 8pm and Saturday 8am to 2pm.

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

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

If you run out of credit after 6pm your electricity will not go off until 9am the next day. We call this our non-disconnection policy. This policy runs Monday to Friday from 6pm to 9am, Saturdays from 6pm and all day Sunday and Bank Holiday until 9am the next working day.

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 phone 0333 200 5110(1) Monday to Friday 8am to 8pm and Saturday 8am to 2pm.

How much can I top up in one go, and how much money can my meter hold?

Youu can add up to £49 to your key or card every time you top up. Your electricity meter holds up to £249. 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.

New to EDF?

See what prepayment tariffs we have and switch to zero carbon electricity at zero extra cost(2)

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.

Are you struggling to pay your electricity or gas bill?

There are lots of things you can do to help you pay your energy bills or manage your debt.

Are you affected by the Coronavirus pandemic and need advice?

Take a look at our FAQs for advice about your energy and bills during COVID-19.