Your prepayment key or card
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.
Things to know
How does my key or card work?
You can add money to your key or card at any of these outlets. Inserting it into your meter will translate the money over to cover your usage. If you need any help - give us a call.
What do I do with my key or card if I’m moving house?
Don’t use an old key or card, they won’t be valid. If you move house it’s best to destroy your old key or card and if you move into a new property and find old keys or cards just destroy them too.
Activating your payment key or card
Before you buy credit on your new key, you’ll need to activate it. Just insert it into your meter for at least 30 seconds and it’ll update your details.
Lost or damaged keys and cards
It’s very important that you look after your key and card as we may charge you for a replacement. If you lose it, just give us a call and we'll get you a new one as soon as possible. It’s usually quicker to pick up the new one from a local outlet - this might not be the same place you usually top up your credit.
We'll give you a reference number to write down and take with you, so make sure you have a pen and paper handy when you call.
If we can't arrange this for you (depending on where you live) or if it’s difficult to collect it yourself, we'll post it to you. Please note this can take up to 3 working days to arrive.
Did you know that you can manage your account online and resolve common issues quickly?
New to your npower online account?
Activate your account now - it's easy and only takes a couple of minutes. All you need is your account number. You’ll find it on your bill, or in emails and letters we’ve sent you.