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Help & FAQs
A greener future
Is there support available if I'm struggling to pay?
How to read your top up (prepayment) meter
Top up meter error codes and messages
Leaving Octopus if you have a prepay meter
The first time you use your prepay key or card
Topping up after a long period of time
Why is my meter screen blank?
If I'm on prepayment can I go back onto a credit meter?
How can I tell if I'm using prepayment emergency credit?
What should I do if I lose my prepayment top up card?
Do you support prepayment meters?
Where can I top up my meter?
Where has my top up gone?
What happens if I top up using another supplier's key or card?
What if my top up didn’t work or I have lost my key or card?
How much is your Prepayment tariff?
I can’t afford to pay off the debt on my meter, what can I do?
Why is there debt from a previous tenant on my meter?
What is Emergency Credit?
What is Friendly Credit?