0115 975 8258
customercare@yuenergy.co.uk

Pre-Payment Meters

Control your energy use and costs with pre-payment meters

Pre-payment meters, or pay-as-you-go meters, enable your business to pay for gas and electricity as you use it and before you’ve used it, perfect for tracking your energy consumption and removing cost concerns.

Types of Pre-Payment Meter

Pre-payment meters, sometimes called key meters or card meters, are electricity and gas meters that let you pay for your energy on a pay-as-you-go basis. Yü Energy customers can do this in various ways, depending on whether they have a standard or smart prepayment meter.

STANDARD PRE-PAYMENT METER

Yü Energy customers have a card for their gas meter and a key for their electricity meter. Simply top up your credit at any Post Office or in any shop where you see the PayPoint or Payzone logos. Then insert the key or card in your meter, which transfers the credit and allows continual energy use.

SMART PRE-PAY METER

Yü Energy customers get a payment card which can be topped up via your mobile phone using the Smart Pre-pay app or at over 40,000 epay top up points in the UK.

Getting started with your pre-payment meter (standard)

If you have a gas meter you’ll be issued a pre-payment card, whereas, for electricity you’ll have a key.

GETTING STARTED / BEFORE TOPPING UP

To activate your pre-payment card or key, simply insert it into your meter for at least 60 seconds. Failure to activate your card or key will result in the meter not recognising your details and not topping up your account as a result.

Entering your new pre-payment key into your meter will wipe any existing credit on that meter. So, ensure you have used any outstanding credit that’s available on your meter before activating your new key.

TOPPING UP YOUR STANDARD PRE-PAYMENT METER

Where?

Your pre-payment card/key can be topped up at any Post Office or in any shop where the PayPoint or Payzone logos are present.

How much?

You can credit up to £49 in a single transaction.

You can have up to £249 credit on your gas meter, and £255 credit on your electricity meter. 

TRANSFERRING CREDIT TO YOUR STANDARD PRE-PAYMENT METER

Electricity

Insert your pre-payment key into your meter. The screen will briefly display your current credit on your key. To ensure your credit Is transferred onto your meter successfully, we recommend that you leave your key in your meter for at least 5 seconds.

Gas

  1. Insert your payment card into the slot in the meter
  2. Press the red button A to transfer your credit to your meter

If your meter display says ‘OFF’, you may need to open the safety valve to get your gas back on. The valve closes for safety reasons if your meter runs out of credit.

How to open the safety valve:

  1. Ensure all gas appliances are switched off
  2. Insert your card into your meter
  3. Press and hold the red button A
  4. You’ll hear a beep. The safety valve will open and the meter display will change to ‘ON’
  5. Your gas supply will now be back on and your credit will be on the meter

Getting started with your Smart pre-pay meter

GETTING STARTED
Once you have been set up with your pre-payment smart meter, you will receive an email with information on how to top up. You will also be sent a card in the post which you should receive 1-2 days after your email.

You can top up on the smart pre-pay portal, by visiting a local epay retailer or by downloading our payment app.

To top up using the app:

Download the PingIt app to pay through your mobile phone. You can then set up a PingIt account by entering your details and bank details.

Once you have downloaded the app, scan the QR code which will have been sent to you in your initial email.

To top up using the app:

  • Select the amount you want to top up
  • Select ‘Continue’
  • Tick the box to agree to accept the SMARTprepay T&C’s.
  • Select ‘Continue’
  • A message will appear asking you to confirm that you want to top up by £<AmountSelected>
  • Select ‘Pay Now’

A message will then appear confirming that you have topped up and the amount. It will also include a 20 character Unique Transaction Reference Number (UTRN). Please keep this number for future reference.

To top up at a local pay point:

You can visit any epay point in the UK to top up using your virtual card barcode, which will be on your initial email, or your physical top up card. You can find your nearest epay point here.

The retailer will scan your barcode and you can pay the required amount, which will be automatically added to your smart meter.

Please keep your receipt from the transaction as it contains a 20 character Unique Transaction Reference Number (UTRN). Please keep this number for future reference.

TRANSFERRING CREDIT TO YOUR METER

You don’t have to do anything! Usually a message will be sent immediately to your meter to top it up automatically.

In the unlikely event that this does not happen, you can use the UTRN to top up on your Smart Energy Display or on the keypad on the actual meter.

Debit, emergency credit and standing charges

What is emergency credit and how does it work?

For conventional pre-payment meters:

If you’re running out of credit and are unable to get to a top up point, you’ll be able to access £5 of emergency credit to stop your power from being cut off. Please note, emergency credit will only become available to you when you have less than 50p left on your meter. Insert your prepayment key into your meter to access your emergency credit.

For SMETS2 meters in pre-pay mode:

Emergency credit of £10 will become available when the credit on your smart meter is running low. You will get an alert to ACTIVATE emergency credit on your smart energy display. You must ACTIVATE the emergency credit when this appears. If you don’t, you risk temporary disconnection of your power supply and the emergency credit will no longer be available.

Emergency credit will give you enough time to arrange a top up, however, if the emergency credit runs out before you top up then the power supply will be disconnected.
If your supply does become disconnected, you can activate your power supply through your smart energy display. Please note, the amount of emergency credit used will be deducted automatically from the next top up so please consider this while purchasing a top up.

Non-disconnection periods

We understand that sometimes being unable to top up is simply out of your control. That’s why if you run out of credit during a bank holiday or on the following times, your meter will never disconnect – even if you run out of emergency credit.

– Between 8pm and 8am from November to February

– Between 9pm and 9am from March to October

– From 12am and 7am all year round if you have an E7 meter

Emergency credit should only be used as a last resort and you will need to repay what you have used when shops are open.

How do I pay back debt?

If you have debt, this will be discussed with our Relationship Managers and a mutually agreed amount will be taken from your credit each week when you top up. Please keep this in mind and top up with enough credit to cover your energy usage, as well as you’re agreed upon repayments.

If you’re having issues with your debt repayment, please call us on 0115 975 8258 and we’ll do our best to help.

What is a standing charge?

A standing charge is taken from your credit along with the cost of your energy consumption. The purpose of a standing charge is to cover costs such as keeping your property connected to an electricity or gas network, meter maintenance and various other environmental obligations. 

Troubleshooting your electricity meter

SOMETHING’S WRONG WITH MY METER

Check that you have credit on your meter, if the issues you’re experiencing persist, please follow the advice below.

UNDERSTANDING MY ELECTRICITY METER

Your electricity meter displays a large amount of information; a lot of this can be overwhelming at first sight. Here’s a guide to better help you understand fault codes and other potential messages, as well information as to whether you need to do anything if they appear.

My meter has a blank screen

Try inserting your key into the meter, then press and hold the blue button. After completing this, if your meter is still displaying a blank screen, contact us on 0115 9758 258.

My meter is displaying error messages

Please see a complete list of electricity meter error codes and follow the appropriate action. Otherwise, contact us on 0115 9758 258.

Meter settings

To view the different settings for your meter, press the blue button. Keep pressing this button to scroll through the options available.

A Default screen which displays the credit on your meter

B If you’ve used any emergency credit, this shows how much you need to be pay to be in credit

C Time

D Date

E Total amount of credit on your meter

F Your standing charge payment amount, and if you’re repaying debt; how much you repay each week when you top up

G Total energy usage for your meter

H Meter reading

I Price of your energy per kWh

J Off-peak meter reading (your meter reading at night)

K Price of your off-peak energy (how much you’re charged at night)

To see the following, you’ll need to have your key inserted.

R The emergency credit you have available

S How much debt you have left to pay (If applicable)

T Your weekly agreed debt repayments (if you’re in debit)

All of these settings may be displayed slightly differently depending on your meter.

If you have any queries, please don’t hesitate to contact us on 0115 9758 258 from 9am to 5:30pm.

Between 5:30pm and 08:00am we will be working closely with third parties to support you outside of our office opening hours.

Troubleshooting your gas meter

SOMETHING’S WRONG WITH MY METER

Check that you have credit on your meter, if the issues you’re experiencing persist, please follow the advice below.

UNDERSTANDING MY GAS METER

To switch through each of the information displays on your meter:

  1. Take your card out of the meter
  2. If the screen is blank, press red button A – it’ll then display ‘for gas’
  3. Press and hold red button A until you hear a beep
  4. Let go and you’ll see ’00’ on the screen
  5. Keep pressing button ‘A’ to scroll through each of the screens
  6. To see where the credit is going when you’ve topped up your meter, take a look at the displays ’00’ to ’03’

Your gas meter display guide

Please see a complete list of the most useful displays, these may vary depending on the type of meter you have.

Error Messages

Please see a list of the most common error messages and the information you’ll need to fix them.

Going on holiday?

Before you go on holiday, please ensure that you have enough credit on your meter to cover your standing charge, weekly debt repayments (if applicable), whilst also having enough to cover the energy costs to keep appliances such as your fridge and freezer running whilst you’re away.

I've lost my key/ card

Contact us on 0115 975 8258 and we’ll sort you out with a new one.

We’re able to either post you a new key/card or issue you with a code (sometimes referred to as a tag number). Take this code to your nearest stockist to receive your new key or to have your current key reprogrammed.

Please note that once you have received a code (or tag number), you will have to wait at least one hour before picking up your new key from the shop.

Your new key can be picked up from the Post Office or in any shop where a PayPoint or Payzone logo is present.