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British Gas: Frequently Asked Questions

Pay as you go

• How do I top up first time or activate my card or key?
  • You can activate both your card or key by simply putting them into your meter for at least a minute. This will activate your card or key. 
  • You can then top up your key or card at a Payzone retailer or Post Office convenient for you.
  • Once you have topped up your card or key you just need to put them back into your meter. For electricity (using the key), your credit will transfer automatically. For gas (using the card), you also need to press and hold the red button 'A' to transfer the credit to the meter.
• Where can I go to top up over the counter?
  • You can top up at any Payzone retailer (which you can find using the store locator or look out for retailers with the Payzone logo), or 
  • You can top up at any Post Office (which you can find using www.postoffice.co.uk/branch-finder)

Issues with Keys and Cards

• What if my gas card is not working?
  • If you’re at your meter - wipe the gold chip on the card and try again. If it still doesn’t work, check your meter for error messages. If there is an error message, you can check what this means by going to the British Gas website at www.britishgas.co.uk/help-and-support/meters/getting-a-new-card-or-key-for-your-meter  and clicking on Understanding messages on your meter
  • If your card still doesn’t work, you can collect a new one from certain Payzone stores (see our store locator for locations - any store which shows a blue marker on the Store Finder holds keys and cards) or  you can order direct from British Gas.
  • If you’re at the retailer you may need to swipe the card a second time. If this doesn’t work, you can collect a new one from certain Payzone stores (see above for locations) or order directly from British Gas.
  • When ordering from British Gas, you'll need your meter serial number handy, (it's the number beginning with L) which is usually under the screen next to the barcode. If you can't find it, British Gas can help you when you contact them.
  • You can reactivate your card by leaving it in your meter for one minute. It should then be ready to be topped up.
• What if my electricity key is not working?
  • If you’re at your meter - wipe the key and try again. If it still doesn’t work, check your meter for error messages. If there is an error message, you can check what this means by going on the British Gas website at www.britishgas.co.uk/help-and-support/meters/getting-a-new-card-or-key-for-your-meter  and clicking on Understanding messages on your meter
  • If your card still doesn’t work, you can collect a new one from certain Payzone stores (see our store locator for locations - any store which shows a blue marker on the Store Finder holds keys and cards) or  you can order direct from British Gas.
  • When you ask for a new key you will need to quote your meter serial number. This is the number beginning with S or F - it's usually under the screen next to the barcode.
  • You can reactivate your key by leaving it in your meter for one minute. It should then be ready to be topped up.
• Can I get lost credit on my card or key back?
  • Yes, you can, but you may need to provide evidence of buying that credit such as a receipt.
  • To claim lost credit, contact the British Gas Pay as you go live chat agents. You’ll need to tell them how much credit was on your card or key - you can do this at the same time you're ordering a new one.
  • British Gas will then check that this is the right amount and refund you the credit onto your new card or key.

Paying Energy Bills

• Where can I pay my energy bill over the counter?
  • You can pay your bill at any Payzone store (which you can find on our store locator) or alternatively at any Post Office which you can find using Post Office's Branch Finder).

Smart Meters

• What is a Smart Card?

  This is your top up card for both gas and electricity that you can use with your Smart Energy Monitor.

• What does the Smart Energy Monitor do?

  Your Smart Energy Monitor allows you to track your credit, energy usage and monitor costs.

• Can I top up at Payzone retailers?

  Yes. You can do this as with any other prepay card or key as described above.

• Why is my credit not showing on my Smart Meter?

  This could be because your top up can take up to an hour to appear. If it doesn’t arrive though, enter the 20-digit top up code from your payment receipt into your smart energy monitor. Remember, you can’t make repeat top ups of the same amount more than once in 24 hours.

• How can I avoid being disconnected?
  • Watch for credit alerts. Before your credit runs out, your smart energy monitor will display the Alert symbol, giving you time to top up. 
  • You have £5 emergency credit for when you run out of gas and electricity and can’t top up. 
  • If you run out of credit during a ‘friendly credit’ period, your meter won’t be disconnected during that time, so you’ve some extra time to top up. 
  • To find out more about these features contact British Gas or go to www.britishgas.co.uk/aem6/content/dam/britishgas/downloads/smart-meters/smart-paygo-userguide.pdf
• How do I get reconnected?
  • You can top up in your usual way but remember to purchase enough to repay any emergency credit or any energy you used during a ‘non-disconnect’ period, or other charges since you ran out of credit. 
  • To restore the gas supply: First, make sure all gas equipment is switched OFF. Then press button B on your gas meter. Next, press and hold button A until you hear the supply come on. 
  • To restore the electricity supply: Press and hold button B on your electricity meter.
• Is my data secure?
  • British Gas takes the responsibility for storing the readings collected by smart meters very seriously. You can find out more about how we keep your data secure at britishgas.co.uk/help  
  • To download a record of your fuel use (up to 24 months) go to britishgas.co.uk/identity/