Can’t Top Up Your Prepayment Meter?

If you can’t afford to top up your prepayment meter, the most important first step is to contact your energy supplier and ask about emergency, friendly-hour or extra support credit
Temporary credit and fuel vouchers, including LEAP’s Financial Assistance Scheme can sometimes help you top up
Simple everyday energy-saving habits and regular top-ups all year round can make life on a prepayment meter less stressful

Running out of credit on a prepayment meter is stressful, especially when you’re already cutting back everywhere else. There is support out there.

Here’s information about what to do if you can’t afford to top up, how different types of credit work and how to stay in control. LEAP is here to help if you need extra support.

1. Contact your supplier straight away

Suppliers must offer sup port if you can’t afford to top up your prepayment meter. This can include:

Emergency credit: a set amount of extra credit when your meter runs low or runs out
“Friendly hours” credit: credit that keeps you on supply overnight, at weekends or on bank holidays when top-up points may be closed
Additional/extra support credit: for customers in vulnerable situations who have run out of other options

You’ll usually pay this credit back through future top-ups, but your supplier should agree repayments that are affordable for you.

2. Temporary credit, emergency credit and fuel vouchers

Government guidance is clear if you cannot afford to top up your prepayment meter, you can get temporary credit from your supplier. This is usually added directly to your meter, but it does have to be repaid over time.

On top of that, you may be able to get a fuel voucher: a code sent by text, email or letter that you can use to add credit to your gas card or electricity key. Local councils, food banks and Citizens Advice often help people access these vouchers.

As part of this wider network of help, the LEAP Financial Assistance Scheme may be able to provide fuel vouchers of up to £150 for people on prepayment meters. (Between 2024 and 2025, LEAP issued 4,468 fuel vouchers to 2,022 customers.)

3. If your meter has already gone off

Check the meter screen. It may show if emergency or friendly credit is available and how to activate it.
Try a small top-up if you can, to get back on supply – even a few pounds can help.
Call your supplier immediately if you still can’t restore power or you can’t afford to top up at all.

4. Make future top-ups less stressful

Once you’re back on supply, a few simple habits can make prepayment meters easier to live with.

Top up regularly all year round

Prepayment meters still take a daily standing charge, even when you’re using very little energy. If you stop topping up for a while, those charges can quietly push you into debt. Small, regular top-ups in summer help you build a buffer for winter and avoid nasty surprises.

Know your patterns

Check your meter regularly to see when your credit drops fastest: evenings, shower times or when the tumble dryer is on, for example. This helps you spot where small changes could save the most.

Use reminders

Set alarms or calendar reminders for usual top-up days so you’re less likely to be caught out late at night or just before a weekend.

Stretch each top-up further

Everyday energy-saving habits really do add up:

Switch appliances off at the wall rather than leaving them on standby
Swap old bulbs for LEDs as they fail
Take shorter showers and avoid using the tumble dryer where possible

5. How LEAP can support you

If you’re struggling to top up, you deserve practical help. Alongside the support from your supplier and local advice agencies, LEAP can:

Talk you through how your prepayment meter works and how to use emergency credit safely
Help you understand your usage and find the quickest ways to cut costs
Check what other schemes or financial help you might be entitled to

If you’re worried about keeping the lights and heating on, reach out to LEAP as soon as you can. A short conversation with the right support can make the difference between sitting in a cold, dark home and having a clear plan to stay warm and in control.