0115 697 1806
What is a Smart Pay as You Go meter?
A Smart Pay as You Go meter enables you to pay for your energy before you use it, by adding credit to your meter. This method allows you to manage your energy consumption and can also help you control the amount of money you spend.
Yü Energy customers with a Smart PAYG meter will receive a payment card which can be topped up using the Pay-As-Yu-Go smartphone app (available to download through your app store), online, or by taking your card into any PayPoint location.
When Should I Top-Up My Smart PAYG Meter?
With Smart PAYG, you can pay upfront for your energy expenses by adding credit to your meter, giving you full control over your energy spending. You have the flexibility to choose how, when, and how much to top up each time. To ensure there are no interruptions to your supply, please make sure you have sufficient credit in your account. You can do this by regularly checking your balance through our ‘Pay-As-Yu-Go’ App or by receiving low-balance alerts via email or text.
Getting started with your prepayment meter
Once you have been set up with your Smart PAYG meter, you will receive an email with all the information on how to register your PayPoint account and top up electronically.
It is important to ensure we have correct and up-to-date details for you as we will send your top-up card in the post 1-2 days after your meter installation.
How Do I register for a PayPoint account?
You will need your PAN number to register a PayPoint account and top-up your meter.
You can register your account online or on our new app, Pay-As-Yu-Go.
To register, simply enter your email address, create a password, and enter your PAN number.
How Can I Top Up My PAYG Meter?
There are a number of ways that you can top-up your meter, so you can choose the most convenient one for you. Please note: All top ups must be in whole pounds.
Top up through the app
You can download our new ‘Pay-As-Yu-Go’ app from the app store, and register using your PAN number. Once registered, you can top up your meter via the ‘Make a Card Payment’ screen.
You can also add additional meters to the app if they are in Pay-As-You-Go mode and do ‘Guest Top Ups’ where you can top up without being registered, if you have the PAN number.
Keep track of your payments by viewing all payments made in the app or on our website. Each payment will have a receipt, which you can quickly view and print.
Top up using our website
You can also register or access your account on our website. Similar to the app, you can top up through the ‘Make a Card Payment’ screen and view all transactions you have made through the app or website.
Top up instore
You can also top up your meter by taking your card to any PayPoint location.
You can find your nearest store here.
You will be given a receipt showing a Unique Transaction Reference Number (UTRN). Please save this receipt for your own records.
What is Emergency Credit and How Does It Work?
What happens when my credit runs out?
Your energy supply may be interrupted if your balance falls below £0. However, a credit of £15 is available for emergencies like these. This emergency credit will give you enough time to arrange a top up.
How much credit do I get?
You’ll get £15 of emergency credit on your electricity meter and £15 on your gas meter.
What happens when my emergency credit runs out?
If you run out of emergency credit and do not top up your meter, you may experience interruptions to your supply, unless it falls within our ‘Friendly hours’.
Friendly Hours or Non-disconnection times:
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 not be disconnected – even if you run out of emergency credit.
To be eligible for Friendly Hours credit, you must have at least 1p credit on your meter when the Friendly Hours period starts.
- Monday – Thursday between 4pm and 10am from November to March (clocks go forward)
- Monday – Thursday between 3pm and 9am from March to October (clocks go back)
- Weekends: Friday 3pm/4pm through to Monday 9am/10am*
- Bank holidays: 3pm/4pm the day before until 9am/10am the day after*
*Dependent on seasonality (as explained above)
Friendly Hours credit should only be used as a last resort and you will need to repay what you have used during these hours, as well as any emergency credit, standing charges and debt repayments incurred prior to receiving credit on your meter.
How do I pay back debt?
A set amount of 40% from each top-up will be allocated towards any outstanding debt you may have accrued.
For example, if you top up £10.00 then £6.00 will be allocated to your PAYG meter and £4.00 will be allocated towards your debt.
Please keep this in mind and top up with enough credit to cover your energy usage, standing charge and any emergency/Friendly Hours credit used, as well as the agreed repayments, otherwise your meter may be disconnected.
If you’re having issues with your debt repayment, please call us on 0115 975 8258 and we will be happy to discuss your options and what we can do to support you.
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. This is taken at midnight each day.
What do I need to do if I’m due to be away from the business for a period of time?
If you’re due to be away from the business for a period of time, ensure that the meter is topped up with enough credit to cover all standing charges, consumption, and debt repayments for the duration of your absence. This will ensure your meter doesn’t disconnect. We are not responsible for any losses if a meter disconnects due to running out of credit.
Troubleshooting your meter
IF YOU THINK SOMETHING IS WRONG WITH YOUR METER
Check that you have credit on your meter. If the issues you’re experiencing persist, please contact us on 0115 697 1153 from 9am to 5pm.
Between 9am to 5pm Monday to Friday we work closely with a third party to support you.