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Leaving Octopus if you have a prepay meter

We hate goodbyes, but if you want to leave Octopus, all you need to do is sign up with another supplier.

How to check your credit / debit balance

If you have a smart prepay meter

You can see any credit or debt on your online account, or in the Octopus App.

If you have a traditional (non-smart) prepay meter

For a gas meter:

  • Remove your card.

  • Pressing and holding A until you hear a beep.

  • Keep pressing A till you reach screen 27.

For an electricity meter:

  • If the key / card isn't in the meter, insert it.

  • Keep pressing the blue A button until you reach screen S.

If your traditional (non-smart) prepay meter still has credit when you switch supplier

Don't insert the new supplier's key / card as it will wipe the remaining credit. You can either:

  • Use up any credit before you insert the new key / card.

  • Ask us to refund your remaining credit.

If you want a refund: please take a picture of your meter showing the leftover credit balance and email it to us.

When you're ready make sure you use your new supplier's key / card to top up: you shouldn't keep using the old key / card you have from Octopus.