Coronavirus (COVID-19) - latest information

Due to the coronavirus outbreak, we've made some temporary changes to help if you're on a prepayment meter.

See the latest information for our prepayment customers

Where to buy credit

You’ll find a list of your nearest outlets in the letter we sent you with your key or card. Or you can check online:

To top up your credit, take your key or card to an outlet.

  • The credit you buy will be added to your key or card
  • You can put up to £49 on your card at a time, in whole pounds
  • You can have up to £249 credit on your gas meter, and £255 credit on your electricity meter

Always buy credit for your meter using your own npower programmed payment key or card to make sure the money is credited to your account. If you use a key or card from a previous supplier, the money you pay may not be credited to your npower account. You could be charged the wrong rates and your payments may go to the wrong supplier. Only top up at an authorised outlet and never buy credit from anyone visiting your home.

Transferring credit to your meter

Gas meters

Simply insert your payment card into the slot in the meter. Press the Red Button A to transfer your credit to your meter.

If your meter display says 'OFF', you might need to open the safety valve to get your gas back on. The valve will close for safety reasons when your meter runs out of credit.

To open the safety valve:

  1. Make sure all your gas appliances are switched off
  2. Insert your card into your meter
  3. Press and hold the red button A
  4. You’ll hear a beep. The safety valve will open and the meter display will change to 'ON'. Your gas supply will now be back on and your credit will be on the meter.

Electricity meters

Insert your payment key into your meter. The screen will briefly show the amount of credit on your key. To make sure your credit is transferred onto your meter successfully, we recommend you leave your key in for at least 5 seconds.

Your guide to prepayment meters (PDF, 318KB)

Emergency credit

Your prepayment meter has an emergency credit facility that lets you ‘borrow’ money from the meter if your credit runs low. Our standard emergency credit amount is £7.00 (or £12.00 for Economy 7 meters).

You should only use this in an emergency. You’ll have to pay any emergency credit you borrow back to the meter, along with any debt owed - including standing charges that may have built up while you’ve been using the emergency supply.

Gas meters

To use the emergency credit, just put your card into the meter and press the red button A. Your meter will then display 'Emergency credit in use'.

Electricity meters

To use the emergency credit, just put your key into the meter when your credit is below £1.00. The meter will then display an ‘E’ to show that it’s on emergency credit.

What your meter will display:

Display number What this means
A or 1 How much you have left before your emergency supply runs out, eg. £4.50E - the ‘E’ means emergency credit mode.
B or 2 How much you need to put onto your meter to get it back to normal, eg. £7.00.
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  • No more torchlit meter readings, no more estimated bills*
  • Make it easier to see where you could save money
  • Your Smart meter comes at no extra cost

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