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Help & FAQs
A greener future
Including any questions you have about your old supplier.
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?
Why is the screen of my In-Home Display (IHD) 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?
How do I reconnect my smart prepayment (PAYG) meter after being disconnected?
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?
Can I still sign up with you if I have a smart prepayment meter?
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?