»Ê¹ÚÌåÓýapp

Call us, onÌý01453 761 350 or freephone 0800 917 9525. »Ê¹ÚÌåÓýapp're open from 8.30am â€� 6pm Monday to Thursday, 8.30am - 5pm Friday and 9:30am - 1pm Saturday.

Send us an email at [email protected]

Or write to us at Collections Team, Ecotricity, Lion House, Rowcroft, Stroud, GL5 3BY or Collections Team, FREEPOST ECOTRICITY.

If you're a business customer:

Please contact us on 01453 790 255 or at [email protected]

»Ê¹ÚÌåÓýapp also work with debt collection agency's to find the best solution for you. They may contact you on our behalf to discuss your options and to collect the outstanding balance. They can also reconnect you with one of our trained agents who will support you by discussing the most suitable and affordable way forward. If no solution is agreed, we may instruct a debt collection agent to visit you at your home.

The debt collection agencies we use are:

You may find the below companies helpful too:Ìý

If you’re using a food bank you may be given a fuel voucher. You can take the voucher to a shop with a PayPoint machine to top up your key/card ­� find your nearest shop here: .

If you have a Pay As You Go Smart meter you will need to download the app from the App Store or Google Play store. To register to use the app you will need your PAN (Prepay Account number). If you don’t have this or are unable to use the app, please call use on 0345 555 7100. If you’re unable to use the app, you’ll need a Smart Top-Up Card. This can be used in store with the fuel voucher.Ìý

Emergency credit can only be activated once your credit balance is 50p or less. The meter will beep or show a flashing ‘Eâ€� on the right side of the screen when the emergency credit can be activated.ÌýÌý

Insert your key, the screen will show the amount of emergency credit added to the meter with the words “Token Acceptedâ€� above it. The emergency credit balance will be displayed with a solid letter ‘Eâ€� next to it on the right of the screen.Ìý

Using emergency credit regularly isn’t recommended â€� it should only be used in an emergency.Ìý

Debt repayment or standing charges are NOT collected from emergency credit. So, when you next top up you’ll need to top up the amount of emergency credit used, plus any outstanding debt or standing charges to get your meter back into credit. Display B will show you how much to top up to clear what’s owed. If you don’t top up enough after using your emergency credit, your electricity and gas will remain off.Ìý

Outside of friendly credit hours please visitÌý Help with Pay As You Go | Ecotricity under the section â€�How to activate emergency credit on your smart meterâ€�.Ìý

You won’t need to pay for the advice you receive and speaking to them won’t affect your credit rating.

By contacting us, we can get you immediate telephone support with a Moneyhelper adviser following a call with one of the Ecotricity team on 01453 761350 or freephone 0800 917 9525.

If you’d prefer to submit your own details for an immediate or scheduled call-back from a debt adviser or to be connected with an online self-help tool, please visit

England Consumer Service: 0808 223 1133

Wales Consumer Service »Ê¹ÚÌåÓýapplsh Speaking: 0808 223 1144

If you live in ScotlandÌýCall: 0808 196 8660 or visit ÌýÌý

The website also has lots of great advice.

Ìý

Age UKÌý

Call freephone 0800 678 1602 or visitÌý Age UK offer support with financial matters, health and wellbeing.Ìý

If you’ve been given a receipt it means that your payment has been successful. On the receipt you’ll see a 20-digit Vend Code which you can use to top up your meter manually.

If you’ve made a top up but your payment wasn’t taken, then you may need to check your bank account to ensure you had funds to cover it. If you were given an error message it may have been that our service was interrupted, and you just need to try again.Ìý

If you’re still having difficulty, then please contact us as we may be able to help.

1. The key or card could need a quick clean. Use a soft cloth to wipe your key or card and try putting it back in the meter.

2. If that didn’t work, it could be that there’s something in the key or card slot. Try blowing gently into the slot to clear any dust.

3. If that still hasn’t worked, you should check to see if you topped up enough to allow the credit to come back on. If you’ve used the emergency credit on your meter, you need to pay that back in full before you can access it again. Your top up could have been added to your meter, but was used to pay back your emergency credit.

4. If you’ve not used any energy for a while, there could be a build-up of daily standing charge. The standing charge is a small payment collected from your meter every day which goes towards the cost of actually getting the energy from the grid into your home. As this is collected every day, you should keep your meter topped up for this payment to be collected from, even if you’re not using any energy. Your top up could have been added to your meter, but it was used to pay back the standing charge that had built up.

5. You can check the balance on your meter by pressing the A button. If it’s still below zero, you may need to top up some more.

If you’ve tried all of these things but your top up still isn’t being added to your meter, there’s no power or an error message is appearing, please get in touch with us. »Ê¹ÚÌåÓýapp may need to send out an engineer so please make sure you’re going to be in for the next few hours.

Core Group 2: Customers on low income who receive certain means-tested benefits or Tax Credits, and have high energy costs who do not fall into Core Group 1. (Core Group 2 used to be called the ‘Broader Group� in England and Wales.) The means-tested benefits that provide eligibility include:

Please be advised we can only provide the Warm Home Discount to Core Group customers if we’re notified by the DWP � we’re not able to accept direct requests. If you think you’re eligible, you can find more information .

Broader Group: Customers who receive one of these means-tested benefits:

If you haven't already, we need you to send us evidence of your eligibility, so we can progress your application and provide you with the Warm Home Discount payment. If you have this electronically, please email this [email protected]

Alternatively, you can post your evidence to "FREEPOST Ecotricity"

All received applications are currently being processed with payments being provided before the end of March 2025. »Ê¹ÚÌåÓýapp will endeavour to ensure all customers are kept informed of the status of their applications.

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