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Topping up with Smart Pay As You Go

Smart Prepayment

With Smart Pay As You Go you can top up your meters using the Octopus App, in your online account, or at your nearest PayPoint store (using a payment card, or the PAN barcode from the Octopus app or online account).

In the Octopus app or your online account

Go to the ‘Top up’ section, where you can choose how much you want to add to each meter.

After we’ve processed your payment, we’ll send it to your meter. This shouldn't take more than a few minutes. We'll send an email and notification to confirm your top up once it's complete.

At your nearest PayPoint store

If you prefer to top up in store, you can use:

  • your digital top up cards in the Octopus app

  • a physical card, get in touch with us if you would like one of these - we don't send them by default 

There are separate cards for your gas and electricity meters, which have minimum top up amounts:

  • £5 for electricity

  • £1 for gas

In the PayPoint store, ask the cashier to scan the barcode on your top up card, or type in the long number underneath it. Once you’ve paid for your top up, make sure to keep your receipts.

How to check your balance

The Octopus app and online account both show your current live balance. You’ll see how much credit you’ve got, and how long we estimate this will last. 

You can also check your balance on the meter itself. If your meter:

  • has a keypad, press the ‘B’ button once

  • doesn’t have a keypad, press the ‘A’ button once

Sometimes it can take up to an hour for your top up to show up on the meter and in your Octopus account. If you can't see it on your meter after an hour please get in touch and let us know.

If there's a problem with your top up

If Octopus can’t communicate with your meter, or your top up hasn’t worked, we’ll send you a 20 digit code to top up. This code is sometimes called a UTRN, and can be entered into your meter manually to add credit.

You can see your top up history in the Octopus app and online account. You’ll also see a UTRN code next to each top up. The code will also be printed on your receipt if you topped up in a store. 

If you can’t see a 20 digit number or the code doesn't work, please get in touch so we can help.

How to manually add credit to your meter

If you’ve topped up and you’re still off supply, you’ll likely need to turn the meter back on. Find out how to do that here.

If your meter has a numerical keypad (manufactured by Secure)

  1. Press the ‘A’ button on your meter - you’ll see the message ‘Vend Mode’ appear on the screen.

  2. Enter your top up code using the keypad on your meter. If you make a mistake, press the ‘A’ button to scroll back to the number you want to change and enter the correct number.

  3. Once you’ve finished adding your code, press the ‘B’ button to confirm.

  4. The meter will check the code to make sure you entered it correctly. If everything looks ok, the message ‘accepted’ will appear on the screen along with your top up amount.

If the meter shows a ‘rejected’ message, it’ll also tell you the reason for the error. You might need to try entering your top up code again, or check your code hasn’t been used already. If you see the message ‘invalid’ on the screen, please get in touch so we can help.

If your meter has 'A' and 'B' buttons (manufactured by Landis+Gyr)

  1. Press the ‘A’ button on your meter twice to get to the ‘Add credit’ screen. 

  2. Press the ‘B’ button - you'll see the 'UTRN' screen, where you can enter your top up code. 

  3. To enter your code, press the ‘A’ button to scroll through the numbers 0 to 9, then press the ‘B’ button to move to the next digit.

  4. Once you’ve finished adding your code, hold the ‘B’ button down for at least 2 seconds to confirm. The meter will check the code to make sure you’ve entered it correctly, then will return to the home screen.

If the meter shows an ‘invalid payment code’ message, check the code hasn’t been used already, then try entering it again. 

If your meter has an 'OK' button and a 'return' button (manufactured by EDMI)

The ‘return’ button is the one with the arrow pointing up and to the left.

  1. Press the ‘OK’ button to enter the main menu.

  2. Press the ‘OK’ button to enter the ‘Prepay Menu’. 

  3. You’ll see the words ‘Top Up’ on the screen. Press ‘OK’.

  4. To enter your code, use the arrow buttons to scroll through the numbers 0 to 9. Press the ‘OK’ button to move to the next digit. 

  5. When you’ve finished adding your code, press and hold ‘OK’ to confirm. 

  6. The meter will check the code to make sure you’ve entered it correctly. If everything looks ok, you’ll see the message ‘DONE’ or ‘Successful’ and your top up amount. 

If the meter shows a message saying ‘FAIL’, try entering the code again. If that still doesn’t work, please get in touch so we can help.

If you have a Kaifa meter

  1. Press and hold K1 to get to the UTRN entry screen

  2. When you enter the Top-Up menu you will see a screen stating ‘INPUT UTRN’

  3. Below this you will see the following ‘^’ character which shows the current position.

  4. To enter the 20 digit code you will need to use the K1 and K2 buttons.

  5. Short press K1 will increase the number in the current position until it gets to 9 and then cycles back to 0.

Example: if the first digit of your Top-Up code (UTRN) is 6, you will need to press the K1 button 6 times and then press the K2 button to move the current position 1 digit to the right. Once you have entered all 20 digits and are happy this is correct then you can long press K2 to submit.

If you have a Flonidan meter

  1. Select PREPAYMENT on the main menu

  2. Select NEW PAYMENT

  3. The display will now show 'Enter UTRN'

  4. Use the left-hand button (A) to cycle from 0 to 9

  5. Use the middle button (B) once you're ready to move along to the next digit

  6. When you reach the last digit, you can use the right-hand button to press 'return' and enter your UTRN

  7. If all the digits are correct, press the C button to confirm and make your top up

If you have a Honeywell meter

Electricity:

  1. You can enter your UTRN on the meter or on your In-Home Display

  2. Select 'Enter UTRN'

  3. Use the 'Next' button to increase the selected value from 0 to 9

  4. The value will flash. Press select to confirm and move on to the next digit

  5. Repeat the process until the UTRN is complete

  6. Press 'select' once done. The meter will either say 'TopUp Accepted' or 'TopUp Rejected'.

  7. If rejected, press 'select' to retry. Use the 'next' button to choose between 'Yes' and 'No'.

Gas:

  1. You can enter your UTRN on the meter or on your In-Home Display

  2. To enter the UTRN on your meter, go to 'Meter top-up', and press the middle push button to enter the UTRN

  3. Use the right button to increase the value of the selected digit (or left to decrease the value)

  4. Press the middle push button to move to the next digit

  5. Repeat steps 3-4 for all 20 digits

  6. When all digits are entered correctly, press and hold the middle push button to add the top-up to your meter

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