Frequently Asked Questions
Find quick answers to your questions about pre-pay energy services, smart meters, account management, and more. If you can't find what you're looking for, please don't hesitate to contact us.
How do I top up my PrePay Power Solutions account?
You can easily top up your account online via our secure portal, through our mobile app, or by purchasing a top-up voucher at participating retail locations. Simply visit our Top Up Now page for all options.
What happens if my credit runs out?
If your credit runs out, your supply will temporarily disconnect. Don't worry, once you top up, your supply will be reconnected automatically, usually within minutes. We recommend keeping a small emergency credit balance to avoid unexpected disconnections.
Where can I see my transaction history?
Your full transaction history, including top-ups and usage, is available on your online account portal and our mobile app. This allows you to monitor your energy consumption and manage your budget effectively.
Is the smart meter free to install?
Yes, the installation of your smart meter is typically free of charge as part of a nationwide rollout programme. Our friendly technicians will handle the installation and show you how to use your new smart meter.
How long does smart meter installation take?
A standard smart meter installation usually takes between 1 to 2 hours. Our technician will notify you of the expected duration upon arrival and ensure minimal disruption to your home.
What data does the smart meter collect?
Your smart meter accurately measures your electricity and gas usage in near real-time. This data is securely transmitted to us to ensure accurate billing and provide you with insights into your energy consumption. We adhere strictly to data protection regulations.
How do I move home with my PrePay Power Solutions account?
Please contact our customer service team at least two weeks before your moving date. We will guide you through the process of either transferring your account to your new address or closing your existing account and setting up a new one if necessary.
Who do I contact in an energy emergency (e.g., gas leak, power cut)?
In an energy emergency, you should contact your local network operator directly. You can find their emergency contact details on our website or by searching online for "power cut" or "gas leak" in your area. Do not attempt to fix it yourself.
I've lost my top-up card, what do I do?
Don't worry! You can usually continue to top up using your account number online or via our app. Please contact customer support at +44 20 7946 0958 or info@prepaypowersolutions.co.uk to arrange for a replacement card to be sent to you.
Still have questions? Our dedicated customer support team is here to help.
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