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What should I do if I lose my prepayment top up card?

If you lose your card, please contact us on 0808 164 1088  or email us at and we will order a new card for you.

Once you have a new card, if you find the old one it will no longer work.

In the meantime, if you have a smart prepayment meter you still top up using the Octopus app, your online account, or using the top-up number (PAN) which you can find on your online account, and any top up email we have sent you.

What can we help you with?

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