You can top up your prepayment meter online through your customer portal between 10am - 4pm. 

Log in to your account, select the top-up option and follow the steps to add credit to your meter.

If you need to top up outside of these hours, you must use the out of hours top up portal at: https://portal.smart-prepay.com/

You also have been sent cards in the post. You can use these to top up your meters in a shop. Not all shops will let you top up your meters, so please check here for participating locations: https://smart-prepay.co.uk/locations 

For more help, use our step-by-step guide here.

Firstly make sure you’re on the correct payment page. If it is between 10am - 4pm you can use your customer portal to top up your meters.

If it is before 10am or after 4pm you must use your Smart Prepay portal:  https://portal.smart-prepay.com/

If you're having trouble logging in, try resetting your password first.

1. Go to the login page and select Forgot Password.

2. Enter the email address linked to your account.

3. You'll receive an email with a link to reset your password.

4. Follow the instructions in the email, then try logging in again.

Not received the email?

• Check your junk or spam folder.

• Make sure you've entered the correct email address.

• Allow a few minutes for the email to arrive.

If you've tried the steps above and still can't access your account, please contact us.

If you've made a payment but your credit hasn't appeared yet:

1. Check that your payment was successful.

2. Allow 30 mins for the top-up to reach your meter.

3. Check whether you've received a top-up code that needs to be entered manually.

4. Check whether your top up was enough to put your credit into a positive balance

After your top up is successful & your meter is showing credit, you may need to reactivate your supply by pressing some buttons on the meter. For all gas meters, this is a mandatory step.

For specific instructions on how to do this for your meter, please check the prepay guide that has been emailed to you or view it here.

If you've followed these steps and your supply has not come back on, please contact us with your address & payment details so we can help.

Start by logging into your customer portal and topping up your meter. If it is before 10am or after 4pm, you must log in to your Smart Prepay account to make the top up. 

Your meter may also have emergency credit available, which can temporarily restore your supply.

Check your meter instructions to see whether emergency credit is available and how to activate it. Specific instructions for your meter can be found in the prepay guide emailed to you. 

If you have no supply and you're unable to top up or restore it, please contact us.

If your meter is displaying an error message:

1. Make a note of the error code or message shown on the screen.

2. Check your meter guide here for any recommended troubleshooting steps.

3. Follow the instructions provided where it is safe to do so.

If the error remains, please contact us and provide the error code & a picture of your meter so our team can investigate.

If your meter uses a physical key or card and it has been lost or damaged, you may need a replacement.

Please contact our team so we can advise you on the next steps.