Using Credit, Emergency Credit & Friendly Credit

Using Smart meter credits

There are three types of credit:

• Normal Credit - this is the amount that's on your meter on your meter still available from your top ups.

• Emergency Credit - you can activate a £10 credit on your meter when you run out of normal credit. We'll deduct the amount used when you next top up your meter.

• Friendly Credit is available on all our smart prepayment meters.

Friendly credit is activated automatically if you run out of credit between 6pm and 9am and there was at least £0.01 of credit at 6pm.

The meter won’t cut off until 9am the next morning, unless it’s a Saturday night or an English Bank Holiday – in which case, friendly credit will cover you up until 9am on Monday or the day after the Bank Holiday ends.

Any friendly credit used will need to be repaid when you next top up.
 

Good to know

If you need to use emergency credit or friendly credit you will have to repay the amount used when you next top up.

For example, If you use £6 of emergency or friendly credit, your meter will show £6 owed. If you top up £10 next time, the £6 will be taken off, leaving you £4 of normal credit.

How to use Emergency Credit on my Smart meter

Your meter comes with £10 of emergency credit. You can use this when you have less than around £2 of normal credit. Find out how to get emergency credit on your meter.

Remember

If you need to use emergency credit or friendly credit you will have to repay the amount of credit used when you next top up.

Your meter will show you the full amount owed, so add that to the amount you would typically top up.

How to use Emergency Credit on my Smart Energy Monitor

You can use your smart energy monitor to access emergency credit. You can also check how much emergency or friendly credit you've used.

Please note that sometimes there can be a delay with your meter updating. If you need to know how much credit you've used urgently and can get to your meter, follow the instructions for using your monitor.

I've used my Emergency Credit or Friendly Credit and about to lose my gas or electricity

You may be eligible for additional support credit if you're struggling to top up your meter and:

• You've used all the emergency credit on your meter
• Friendly credit isn't available

Additional support credit will keep your supply on, but you'll need to repay any credit you've used, and the terms will be fixed. Call Pay As You Go enquiries for more information.

If you are in a difficult or vulnerable situation, we offer additional services for customers who need extra support.

Electricity key meter (not Smart)

There are three types of credit:

• Normal Credit - this is the amount that's on your meter on your meter still available from your top ups.
• Emergency Credit - you can activate a £10 credit on your meter when you run out of normal credit. We'll deduct the amount used when you next top up your meter.
• Friendly Credit is available on all our smart prepayment meters.

Friendly credit is activated automatically if you run out of credit between 6pm and 9am and there was at least £0.01 of credit at 6pm.

The meter won’t cut off until 9am the next morning, unless it’s a Saturday night or an English Bank Holiday – in which case, friendly credit will cover you up until 9am on Monday or day after the Bank Holiday ends.

Any friendly credit used will need to be repaid when you next top up.

Good to know

If you need to use emergency credit or friendly credit you will have to repay the amount used when you next top up.

For example, If you use £6 of emergency or friendly credit, your meter will show £6 owed. If you top up £10 next time, the £6 will be taken off, leaving you £4 of normal credit.

How to use Emergency Credit on my electricity key meter

You must have your key in the meter to access your emergency credit.

Your meter comes with £10 of emergency credit. You can use this when normal credit balance is below £1. The meter will beep to let you know you’re low on credit.

1. Insert the key into the meter. A flashing ‘E’ on the meter display means emergency credit is available. A solid ‘E’ means the meter is already in emergency credit.
2. When you have used all the emergency credit, your electricity supply will disconnect. This includes friendly emergency credit. To restore the supply, top up the meter with enough to repay all the emergency credit used, along with any debt or standing charges due. You should also add some credit for normal usage. Tap screen “B” and add £1 to confirm the total top-up required.

I've used my Emergency Credit or Friendly Credit and about to lose my electricity

You may be eligible for additional support credit if you're struggling to top up your meter and:

• You've used all the emergency credit on your meter
• Friendly credit isn't available

Additional support credit will keep your supply on, but you'll need to repay any credit you've used, and the terms will be fixed. Call Pay As You Go enquiries for more information.

If you are in a difficult or vulnerable situation, we offer additional services for customers who need extra support.

Gas card meter (not Smart)

There are two types of credit:

• Normal Credit - this is the amount that's on your meter on your meter still available from your top ups.
• Emergency Credit - you can activate a £10 credit on your meter when you run out of normal credit. We'll deduct the amount used when you next top up your meter.

Good to know

If you need to use emergency credit or friendly credit you will have to repay the amount used when you next top up.

For example, If you use £6 of emergency or friendly credit, your meter will show £6 owed. If you top up £10 next time, the £6 will be taken off, leaving you £4 of normal credit.

If you don't repay all of the amount owed, only some of your top up will be available for gas.
 

• Screen 00 shows you how much you last topped up
• Screen 01 shows you how much credit went towards the weekly repayment amount
• Screen 02 shows you how much went to your Emergency Credit
• Screen 03 shows you how much credit is available for gas
• Screen 26 shows you your agreed weekly repayment amount for paying any outstanding debt
• Screen 27 shows you the total outstanding amount you owe

Not using gas?

Even when you’re not using gas, you must ensure enough additional credit on the meter to cover any charges or debt repayments. If you don’t, your meter will recover any missed repayments when you next top up. The meter won’t take over 90% of any top up for debt, standing charges and emergency credit.

How to use Emergency Credit on my gas meter

You must have your key in the meter to access your emergency credit.

Your meter comes with £10 of emergency credit. You can use this when normal credit balance is below £1. The meter will beep to let you know you’re low on credit.

1. Insert the key into the meter. A flashing ‘E’ on the meter display means emergency credit is available. A solid ‘E’ means the meter is already in emergency credit.
2. When you have used all the emergency credit, your electricity supply will disconnect. This includes friendly emergency credit. To restore the supply, top up the meter with enough to repay all the emergency credit used, along with any debt or standing charges due. You should also add some credit for normal usage. Tap screen “B” and add £1 to confirm the total top-up required.

Please note: If your gas meter has switched off because it ran out of credit, make sure to turn off your gas appliances before you top up.

I've used my Emergency Credit or Friendly Credit and about to lose my electricity

You may be eligible for additional support credit if you're struggling to top up your meter and:

• You've used all the emergency credit on your meter
• Friendly credit isn't available

Additional support credit will keep your supply on, but you'll need to repay any credit you've used, and the terms will be fixed. Call Pay As You Go enquiries for more information.

If you are in a difficult or vulnerable situation, we offer additional services for customers who need extra support.

How do I use Emergency Credit on my Smart Energy Monitor?

The most common British Gas smart energy monitors are the BBIHD and the Trio II. You’ll find more help and information at Using your smart energy monitor

Emergency Credit on my gas card meter

To access your emergency credit you must have the card in the meter.

Your meter comes with £10 of emergency credit. When the screen displays 'Emergency Credit Available', insert the card into the meter. Then, follow the onscreen instructions. The screen will now display 'Emergency Credit in use' and the remaining credit amount.

Once all the emergency credit has been used, the meter will switch off. Any emergency credit you've used must be fully repaid via topping up. If you've topped up but still have no supply, read our guide- 'I have a Pay As You Go meter, but I am off supply'.

Next time you top up, you'll need to repay the emergency credit, and the remaining amount will be added as credit. If you use all your emergency credit and don't top up to pay it back, you may only have energy supply once you have repaid it.