Prepayment Meter Emergencies
If you use a prepayment meter and are unable to afford a top-up, you may be at risk of losing access to gas or electricity.
Running out of credit can be particularly worrying, especially during cold weather or if someone in the household has health conditions, disabilities or young children. If you're facing a prepayment meter emergency, help may be available from your energy supplier, local support organisations and emergency assistance schemes.
The sooner you seek support, the more options are likely to be available.
What Is A Prepayment Meter Emergency?
A prepayment meter emergency occurs when:
- You cannot afford to top up your meter.
- Your gas or electricity supply is about to be disconnected.
- Your meter has run out of credit.
- You are struggling to repay energy debt through your meter.
- You have no access to heating, hot water or electricity.
Emergency support is intended to help households maintain access to essential energy services.
What Should I Do If I'm Running Out Of Credit?
If your meter is running low:
1. Contact Your Energy Supplier
Many suppliers have support available for customers experiencing financial hardship.
They may be able to provide:
- Emergency credit.
- Additional support credit.
- Payment arrangements.
- Referrals to hardship schemes.
2. Don't Wait Until The Supply Stops
It's usually easier to arrange support before your credit runs out completely.
Contact your supplier as soon as possible if you think you're going to struggle.
3. Seek Independent Advice
Advice services may be able to help you access:
- Emergency fuel vouchers.
- Household Support Fund assistance.
- Energy grants.
- Benefits and income support.
What Is Emergency Credit?
Many prepayment meters include an emergency credit facility.
Emergency credit is a small amount of additional energy credit that can be used when your balance reaches a certain level.
The emergency credit used will normally need to be repaid through future top-ups.
Your supplier can explain how emergency credit works on your meter.
What Is Friendly Credit?
Some suppliers offer friendly credit periods.
This means your electricity or gas supply may not disconnect during certain times, such as:
- Evenings.
- Weekends.
- Bank holidays.
Friendly credit can give you additional time to top up your meter when shops or top-up locations may be closed.
The availability of friendly credit will depend on your supplier and meter type.
What If My Energy Supply Has Already Gone Off?
If your meter has run out of credit and your supply has stopped:
- Contact your supplier immediately.
- Ask about emergency support.
- Seek advice from Citizens Advice or your local council.
- Ask whether emergency fuel vouchers are available.
Support may still be available even if your supply has already been disconnected due to lack of credit.
Additional Support For Vulnerable Households
Energy suppliers may provide extra support if someone in the household is:
- Of pension age.
- Living with a disability.
- Living with a long-term health condition.
- Dependent on medical equipment.
- Pregnant.
- Caring for young children.
Make sure your supplier is aware of any circumstances that could affect your wellbeing if your energy supply is interrupted.
Should I Join The Priority Services Register?
The Priority Services Register (PSR) is a free service offered by energy suppliers.
You may qualify if you:
- Have a disability.
- Have a long-term health condition.
- Are of pension age.
- Need additional support during power cuts or supply interruptions.
Being on the register may provide access to additional assistance during emergencies.
Can I Get Help With Energy Debt?
If money is being deducted from your top-ups to repay energy debt and you're struggling to afford your energy usage, support may be available.
Your supplier may be able to:
- Review repayment rates.
- Discuss affordable arrangements.
- Signpost hardship funds.
- Consider additional support options.
Speak to your supplier as soon as possible if debt deductions are causing financial hardship.
Other Support That May Be Available
You may also be able to access:
- Emergency Fuel Vouchers.
- Household Support Fund.
- Warm Home Discount.
- Energy supplier hardship funds.
- Local Welfare Support Schemes.
- Benefits you may not currently be claiming.
A benefits check may help increase your household income and make energy costs more manageable.
Tips For Avoiding A Prepayment Meter Emergency
✅ Top up before your credit becomes low
✅ Understand how emergency credit works on your meter
✅ Contact your supplier early if you're struggling
✅ Join the Priority Services Register if eligible
✅ Check whether you're entitled to benefits or grants
✅ Seek support before your supply is affected
✅ Understand how emergency credit works on your meter
✅ Contact your supplier early if you're struggling
✅ Join the Priority Services Register if eligible
✅ Check whether you're entitled to benefits or grants
✅ Seek support before your supply is affected
Common Myths About Prepayment Meter Emergencies
"I Have To Wait Until My Supply Stops Before Asking For Help"
Support is often easier to access before your meter runs out of credit.
"My Supplier Can't Help Me"
Many suppliers have dedicated support teams for customers experiencing financial hardship.
"Emergency Credit Is Free"
Emergency credit usually needs to be repaid through future top-ups.
"There's No Support Available"
A range of support options may be available through suppliers, councils, charities and advice services.
Need Help?
Our advisors can help you:
- Access emergency energy support.
- Check your entitlement to benefits and grants.
- Apply for emergency fuel assistance.
- Create a realistic household budget.
- Explore options for managing energy debt.
Contact our team for free, confidential advice and support.