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If you have received a new gas card in your Home Energy Top Up pack make sure you have activated it by inserting it into your gas meter for 1 minute first then go to step 1 below.

If you're an electricity customer, you should continue using your existing key, then:

1. go to Home Energy Top Up
2. plug the Home Energy Top Up connector into your computer's USB port.
3. if your computer advises you to download some software, follow the links to the relevant website and install the software.
4. when the download has finished, insert your gas card or electricity key into the connector.
5. click on register on the British Gas site and enter your Customer ID (you'll find this on the letter that came with your connector).
6. you can now top up. When you top up for the first time you may be asked to download ActiveX. Accept the application and follow the on-screen instructions

Home Energy Top Up can be used on a PC or laptop, not a Mac.

To use Home Energy Top Up, your PC or laptop should have:

• Windows XP, Vista or Windows 7
• Internet Explorer 6.0 7.0 or 8.0
• a USB port

How to check what version of Internet Explorer you have:

1. go to the Control Panel.
2. go to System
3. system Properties will appear which will tell you if you are using one of the compatible Windows systems.
4. if you have Internet Explorer, open an internet browser window.
5. go to Help in the control bar.
6. select About Internet Explorer.
7. a box will appear to tell you which version of Internet Explorer you have.

Forgotten Username

Don't have your customer ID? Call us on 0800 107 0188*, we're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

Forgotten Password

Enter you username and answer your security question to arrange atemporary reset of your password. Once you have logged in using this temporary password you can change it to something more memorable.

If you have any other problems? Call us on 0800 107 0188*.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Yes, this is normal. A driver needs to be installed on your computer to use Home Energy Top Up. Lots of computers do this automatically but if your computer doesn't it will tell you that you'll need to manually download the driver.

To manually download the driver:

1. Go to the download page
2. Choose the driver that matches your Windows operating system.
3. Click Run on the file download window.
4. When it's finished downloading, reboot your computer.
5. Now you should be ready to top up.

What do I need to be able to use the Home Energy Top Up system on my computer

Still having problems? Call us on 0800 107 0188*, we're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes

On this page:

ActiveX lets your connectors communicate with the Home Energy Top Up website. It only needs to be installed the first time you use Home Energy Top Up (or if there has been an update).

1. Is there still an error on the screen?
2. Which device are you trying to use, gas or electricity?

The first time you try to top up using Home Energy Top Up there should be a bar at the top or end of your screen. This is advising you that windows internet explorer has blocked ActiveX. You will need to allow the download to be able to top up using Home Energy Top Up.

If not you'll get an 'Error communicating with card The ActiveX control has not been installed' message You can resolve this by following the instructions below:

1. Click back on your browser menu .
2. This should take you back to the screen titled 'Top up your gas card'.
3. You should now see the prompt bar at the top or end of the screen.
4. Click on the prompt bar and install ActiveX
5. Once the bar has disappeared ActiveX has been installed.
6. Now click Submit to top up.
7. The next page should ask you to 'choose the amount you'd like to top up'.
8. Your ActiveX has now been installed.

• Back to top

The first time you try to top up using Home Energy Top Up there should be a bar at the top or end of you screen. This is advising you that windows internet explorer has blocked ActiveX. You will need to allow the download to be able to top up using Home Energy Top Up.

If not installed you'll get a 'Sorry, the ActiveX control for your Home Top-Up connector could not be downloaded' message. You can resolve this by following the instructions below:

1. Click back on your browser menu.
2. This should take you back to the screen titled 'Energy Top-Up'.
3. To top-up your meter please click on the 'Top-Up' link on the left.
4. You should now see the prompt bar at the top or end of the screen.
5. Click on the prompt bar and install ActiveX.
6. Once the bar has disappeared ActiveX has been installed.
7. Now click 'Continue' to top up.

• Back to top

There could be a few reasons why an 'Error communicating with the card' message appears:

1. ActiveX isn't installed. Find out how to install ActiveX
2. You're using an old gas card. Make sure you're using the new card sent with your pack and it's inserted with the chip facing up. Your new card will have b1.1 on the back of the card bottom right
3. The gas card needs to be activated. Insert your new gas card in your meter for 60 seconds.
4. The gas card is faulty. Do you get an error message on your meter when you insert your gas card? If so, you need a replacement card, please call us on 0800 107 0188*, we're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

Checked all the above? If you still get the error message, please call us on the number above.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Your security is our priority - which is why we make sure Home Energy Top Up is secure at all times.

The Home Energy Top Up payment process is protected by industry standard security certificates and we use secure banking systems to keep your payment card details safe.

You can protect yourself further by logging off after using Home Energy Top Up.

Electricity customers:

Yes. The Home Energy Top Up website will be able to tell you've had a new meter installed, as shown below.

When prompted by your computer, click Pair Meter.

The website will then ask you to remove the key from the connector and to insert it into your meter for at least 60 seconds.

Put the key back into the connector and select 'continue'. Then, just top up your meter as usual.

Gas customers:

You will need to call us on 0800 107 0188* as you may need to have your Home Energy Top Up account reactivated.

Once we've reactivated your account you'll be able to top up as normal.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Yes, you can still top up as normal at your local PayPoint store or local Post Office.

Find your nearest PayPoint outlet.

Find your nearest Post Office outlet.

No. The devices we send out for Home Energy Top Up can only be used with British Gas.

Not with us?
See how much you could save on your gas and electricity. Get a quote or call us on 0800 048 0303*.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

I'm moving house: can I continue using Home Energy Top Up?

No, you will not be able to use the same devices at your new address. We can arrange new devices for your new address

• Is your new property supplied by British Gas?
• Do you have PAYGE meter at your new property?
• Have you got an internet connection at your new property?

To arrange to have a new Home Energy Top Up pack sent to your new home, call us on 0800 107 0188*.

To use Home Energy Top Up, your new property needs to be supplied by British Gas. If you want to sign up with British Gas, call us as soon as you become responsible for your new home. It can take 4-6 weeks to change your energy supplier.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Gas Cards:

You can collect a new gas card from your nearest PayPoint store, simply by telling the shopkeeper that you need a new card.Before putting credit on the card, you need to activate it by inserting it in your meter for 1 minute.

Find a PayPoint near you.

We can post a new card out to you within 3 working days. Call us on 
0800 048 0303*.

If there was any money on the card when it was lost then we can refund this for you. Simply call us on the above number and tell the agent how much was lost. They will perform some checks on this and then issue the refund as a credit to your meter. If the money lost was a large amount then they may ask for you to send in a receipt for the purchase first.

Electricity Keys:

Call us to arrange to collect your new key from your local PayPoint store:

1. We'll give you a reference number when you call us.
2. Wait at least 1 hour then go to your local PayPoint and collect your new key.

Call us on 0800 048 0303* with your meter serial number handy.

How to find your meter serial number: This is the number beginning with S or F and usually under the screen next to the barcode. (If you can't find it, phone us when you're by the meter and we will help you.)

Unable to collect the key yourself?
We can post you a new key within 3 working days.

We can refund any credit you had on the key when you lost it. Simply advise the agent of the amount when you are arranging the reference number with us or having the key posted out. They will then perform some checks on this and program the refund onto the new key. If you lost a large amount on the old key then they may ask you to send in your receipt for the purchase first.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes

To top up your meter using Home Energy Top Up:

1. Go to Home Energy Top Up
2. Select Top up to Login using your username and password.
3. Plug the Home Energy Top Up connector into the USB port on your computer.
4. Select 'Top Up'.
5. Select Energy.
6. Plug in your gas card or electricity key.
7. Enter the amount you want to top up.
8. Add payment card details or choose 'Use stored card'.
9. Make your secure payment.
10. Insert your gas card or electricity key into your meter to transfer the credit.

You can only top up in whole pounds from £5 to £49. For instance, you can't top up £48.50.

ActiveX: When topping up for the first time using Home Energy Top Up you may be prompted to download ActiveX. Accept this application and follow the on-screen prompts.

Find out more about ActiveX.

Or you can call us on 0800 107 0188* for further advice.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes

Please allow up to 28 days for delivery of your Home Energy Top Up pack.

If you are a new customer please allow 28 days after we start supplying you.

If it has been longer than this, please call 0800 107 0188*.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

This is due to a server error or a problem with the website. Try to top up again in half an hour. If it is still unsuccessful, call us on 0800 107 0188*.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Please check your email account to see if you have received a receipt. If you have not received a receipt you have not been charged please try to top up again using Home Energy Top Up.

If you have received a receipt but no credit please call us on 
0800 107 0188*.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If this message appears, 'Error communicating with card the card reader may not be properly installed' . This is normal. A driver needs to be installed on your computer to use Home Energy Top Up. Lots of computers do this automatically but if your computer doesn't it will tell you that you'll need to manually download the driver.

To manually download the driver:

1. Go to the download page.
2. Choose the driver that matches your Windows operating system.
3. You will need to know what operating system your computer uses.

You can check which operating system you are using by following these steps.

1. Hold down the windows button and pause/break key
2. This will open a system properties window that will tell you if you are using a 32 bit or 64 bit operating system (Windows XP will be 32 bit unless otherwise stated). You can now choose the correct version of driver to install by:
3. Clicking Run on the file download window.
4. When it's finished downloading, reboot your computer.
5. Now you should be ready to top up.

Still having problems? Call us on 0800 107 0188*.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If you top up at a PayPoint

You can collect a new gas card from your nearest PayPoint store, simply by telling the shopkeeper that you need a new card. Before putting credit on the card, you need to activate it by inserting it in your meter for 1 minute.

Find a PayPoint near you.

Unable to collect the card yourself?

We can post a new card out to you within 3 working days. Call us on 
0800 048 0303*

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If you top up at a PayPoint
You can collect a new gas card from your nearest PayPoint store, simply by telling the shopkeeper that you need a new card.

Before putting credit on the card, you need to activate it by inserting it in your meter for 1 minute.

Find a PayPoint near you

We can post a new card out to you within 3 working days. Call us on 
0800 048 0303*. We're open 24 hours a day

If there was any money on the card when it was stolen the we can refund this for you. Simply call us on the above number and tell the agent how much was lost. They will perform some checks on this and then issue the refund as a credit to your meter. If the money lost was a large amount then they may ask for you to send in a receipt or the crime reference report first.

If you top up online using Home Energy Top Up 
Find out how to get a replacement Home Energy Top Up card

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

This could be a fault with your meter or with your card.

Unable to top at your local PayPoint store

Please try another location as this may be a problem with the store's terminal. Find a PayPoint near you.

Error messages on your meter

1. Card fail (possibly with number after it)
   If you see this message when you insert your card into your meter, you need a new card. You can collect a new gas card from your nearest PayPoint store, simply by telling the storekeeper that you need a new card. Find a PayPoint near you. Before putting credit on the card, you will need to activate it by inserting it in your meter for 1 minute.
2. Call help, Battery, Battery fail, ----- , M***** , Card Pass, Invalid Card, Please Wait (stuck on meter screen)
   If you have any of these messages on your meter screen we may need to send an engineer out. Please call us on 0800 048 0303* when you're near your meter.
3. Card not accepted
   If your meter says card not accepted this could be a problem with either the card or the meter. Please call us on 0800 048 0303* when you're near the meter so we can fix the problem.

Call us on 0800 048 0303* to arrange to collect your new key from your local PayPoint. You will need to have your meter serial number to hand when you call us.

How to find your meter serial number:

This is the number beginning with S or F and usually under the screen next to the barcode, as shown below. (If you can't find it, phone us when you're by the meter and we will help you.)

When you call us we will give you a reference number. Wait at least 1 hour then take your reference number to your local PayPoint to collect your new key.

Unable to collect the key yourself?

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Call us on 0800 048 0303* with your meter serial number handy. We're open 24 hours a day, 7 days a week.

How to find your meter serial number: This is the number beginning with S or F and usually under the screen next to the barcode. (If you can't find it, phone us when you're by the meter and we will help you.)

To collect your new key from a PayPoint store outlet:

1. We'll give you a reference number when you call us.
2. Wait at least 1 hour then go to your local PayPoint and collect your new key.

To have the key posted to you: 
We can post you a new key within 3 working days.

We can refund any credit you had on the key when it was stolen. Simply advise the agent of the amount when you are arranging the reference number with us or having the key posted out. They will then perform some checks and program the refund onto the new key. If you lost a large amount on the old key then they may ask you to send in your receipt for the purchase first.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

This could be a fault with your meter or your key.

Unable to top at your local PayPoint store

Please try another location as this may be a problem with the store's terminal. Find a PayPoint near you.

Error messages on your meter

If you have an error message on your meter it could be a problem with your key or your meter. If it is a fault with your key we can arrange a new one for you. If the fault is with your meter we can arrange for an engineer to fix it. Please call us on 0800 048 0303* so we can determine the problem.

When you call us, please make sure:

1. you're near your meter
2. you've noted the fault message on the screen
3. you have your meter serial number handy

How to find your meter serial number

This is the number beginning with S or F and usually under the screen next to the barcode, as shown below. (If you can't find it, phone us when you're by the meter and we will help you.)

If you need a new key

When you call us we will give you a reference number. Wait at least 1 hour then take your reference number to your local PayPoint to collect your new key.

Unable to collect the key yourself?

We can post a new key to you within 3 working days. Call us on 
0800 048 0303.*

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Maybe - but to make sure you don't end up paying their outstanding balance we need to check the previous tenant did not owe money.

Call us on 0800 048 0303*, we're open 24 hours a day, 7 days a week, with:

• the date you moved
• a meter reading - find out how to read your meter
• your address
• your meter serial number

How to find your meter serial number:

On your electricity meter:
This is a number beginning with S or F and usually under the screen next to the barcode.

On your gas meter:
This is a number beginning with L or M next to the barcode.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If you have a Pay As You Go meter, you pay for your gas or electricity before you use it.

You top up credit onto a card or key and transfer this to your meter by inserting the card or key.

With Pay As You Go Energy™, you have complete control over your spending. And at British Gas our Pay As You Go customers pay the same prices as those who receive bills*.

Download our electricity meter guide.

Download our gas meter guide.

* Based on average of all Pay As You Go Energy™ customers on standard prices paying by quarterly cash or cheque customers, across all UK regions.

You can get credit:

• at your local PayPoint store
• at any Post Office
• by topping up from your computer using Home Energy Top Up

If it is your first time topping up:

1. first, if you have run out of credit turn off all your gas appliances
2. before you top up your key/card you need to put your key/card into the meter for at least 1 minute
3. take your key/card to your PayPoint store and buy some credit. You will be given a receipt
4. take the key/card home and put it into your meter. Electricity will show automatically. For gas, press and hold the red button (A)

Repeat steps 1, 3 and 4 each time you want to top up.

To repay a debt using your meter we first agree a weekly amount that will be taken from your electricity meter.

We take 1% of your agreed amount every 101 minutes. So if your agreed amount is £6, we take 6p every 101 minutes until we have taken £6. That works out as 85p a day.

What if I don't top up every week?
It is part of the agreement to top up your meter with credit every week even if you aren't using electricity.

If there's not enough credit on the meter to collect your repayment, the meter will switch off and you'll have to pay any debt owed before it can be turned back on.

Struggling to make your weekly payments?
To help you with your debt repayment, we can arrange for your weekly recovery to be increased or decreased for short periods of time to suit your lifestyle.

Contact us online: Or over the phone on 0800 048 0303*. We are open 24 hours a day, 7 days a week.

Your debt might not appear on your meter straight away. If this is the case, we will always write and let you know when it will be added.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes

To repay an outstanding balance, we first agree a weekly amount that will be taken through your gas meter. We then take the agreed amount from the top ups you make. On a gas meter a week runs from Wednesday morning to Tuesday night.

If you top up by less than the agreed amount, we don't take the full amount of your top up to pay your debt. We take 90% of the amount you top up and leave 10% for gas until the agreed weekly amount is reached.

So if your agreed amount is £10 and you top up £10, we will take £9 and leave you £1 for gas. This means you still owe £1, which we will take next time you top up that week.

Once you've paid your weekly amount, any further top ups will go onto your meter in full - until the next Wednesday when it starts again.

What if I don't top up every week?
It is part of the agreement to top up your meter with credit every week even if you aren't using gas to make sure the meter can collect the debt to the agreed repayment schedule and so you have credit available for fuel.

If you don't keep up the repayment schedule, we take an amount each night from the meter (2/7ths of whatever is on the meter) until repayments are brought back on date. If you don't use your meter, we will try to take the weekly repayments you've missed the next time you use it.

Struggling to make your weekly payments?
To help you with your debt repayment, we can arrange for your weekly recovery to be increased or decreased for short periods of time to suit your lifestyle.

Contact us online or over the phone on 0800 048 0303*. We are open 24 hours a day 7 days a week.

Your debt might not appear on your meter straight away. If this is the case, we will always write and let you know when it will be added.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes

If the full amount you topped up by is not showing on your meter it may be that:

• you have used up your emergency credit, find out more aboutemergency credit
• you have an outstanding balance to pay off - if this is the case, an amount may be taken from your top up. If you are a debt customer follow the links below:
  
  

Electricity meter

If you're still concerned, Contact us online or you can call us on 
0800 048 0303*. We're open 24 hours a day 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If your energy use seems to be a little higher than usual, it might not be the result of a faulty meter. It might be worth thinking about your energy habits and whether they've altered recently.

As a rule, most of our customers use more energy during the colder months, so the amount you top up by in winter is likely to be much more than in summer.

Lifestyle changes, like the arrival of a new baby or school holidays, might see increases in your usual consumption. New appliances like washer-dryers and LCD televisions also tend to use slightly more energy.

You also might pay more if you are paying off a debt through your meter and have not been topping up weekly. The meter will automatically take more than your weekly recovery rate to help you catch up.

Find out more about how you repay money through your meter:

Electricity meter

If you're concerned about your energy usage see if we can help you save by trying our free Energy Savers Report.

If you think your energy usage hasn't changed fill in our
Online contact form selecting Pay As You Go Energy™ from the drop-down menu. If you prefer, call us on 0800 048 0303* we are open 24 hours a day 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If you're getting a:

• replacement pay as you go meter, the engineer will transfer your balance from your old meter to your new meter
• new credit meter, try to keep your balance as low as possible the week before the new meter is fitted

If there's any credit left on your meter on the day of exchange you can arrange for it to be transferred to your account by contacting us on 
0800 048 0303*. We're open 24 hours a day, 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

First, check you have credit on your meter. If you have run out of credit, ensure you turned off your electric cooker if you have one before you top up again.

Has your key stopped working at the PayPoint? If you've tried topping up at multiple PayPoints, you'll need a new key. Find out how to get a new electricity key.

Is there an error message on your meter? If so, for instructions on what to do next choose the error message from the options below.

Blank display
If there's a red light on the meter, try inserting your key or pressing the blue button. If this doesn't fix it, call us on 0800 048 0303,* our lines are open 24 hours a day 7 days a weeks.

Messages starting with an E, D2 or any other message not listed
Make a note of your meter's serial number (begins with S or F and is usually under the screen next to the barcode), as shown below. Then call us on0800 048 0303*, our lines are open 24 hours a day 7 days a week.

D1, D3, D4, D5, D6, D7, D8 and D9 messages
Sometimes it's just a bit of dust on the key that can cause this problem. Blow the key to clear any dust or wipe with a clean cloth then try inserting it in the meter again.

Still not working? You need a new key, see: My electricity key is faulty/damaged: what should I do?

No error message
If you have credit and there's no error message on your meter, follow the advice below:

• check your trip-switches. If one is down, a faulty appliance or faulty wiring could have caused this to turn the electricity off
• if there is no red light on your meter and the screen is blank, there may be a problem in your area. We recommend calling your local electricity distributor for assistance.

If there is a distribution problem in your area, for safety we recommend turning all appliances off, but keep one light on so you know when the power comes back on. Find the electricity distributor for where you live by using our post code look up tool.

Still have questions about your electricity supply? Contact us on 
0800 048 0303 or textphone 18001 0800 072 86268,* we're open 24 hours a day, 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

First check you've got credit on your meter. If you have run out of credit, for your safety, turn off all appliances before topping up.

If there's no error message on your meter, see No message on meter in copy below

If there is an error message on your meter, get instructions on how to solve the problem by choosing the error message you're seeing from the list below.

Card fail (possibly with number after it)
Call help
Battery
Battery fail
-----
M*****
Card Pass
Invalid Card
Card not accepted
Please Wait (stuck on meter screen)
Blank screen

Card fail (possibly with number after it) you need a new card. See: My gas card is faulty/damaged: what should I do?

Call help, Battery, Battery fail, ----- (5 dashes), M***** (5 stars), Card Pass, Invalid Card, Card not accepted, Please Wait (stuck on meter screen, Blank screen.

We may need to send an engineer out. Please call us on 0800 048 0303* or textphone 18001 0800 072 86268* when you're at home and have access to your meter. Our lines are open 24 hours a day 7 days a week.

No message on meter
Check your gas appliances are turned on and that you have credit. If youhave credit and there's no error message on your meter, call gas emergency services on 0800 111 999.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

We may be able to exchange your meter if:

• you're over 18 or somebody over 18 is willing to take responsibility for your account
• you're not in debit on any British Gas account
• you're not in credit by over £50 (we suggest you run your credit down as much as possible as we can't transfer large amounts to your new credit meter)

Take an up-to-date meter reading and call us on 0800 048 0303*. We'll do a credit check in your name. If you pass the credit check we can arrange for a date for your meter to be exchanged and discuss your payment options.

Prefer not to be credit checked? We can still exchange the meter if you pay a security deposit upfront, based on your consumption history. Call us on 0800 048 0303* to discuss what this payment would be for you.

Our phone lines are open 24 hours a day, 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If you're having an issue with your meter, check our advice below:

• there's a message on my gas meter
• there's a message on my electricity meter
• my gas meter screen says OFF
• my meter's damaged
• my reading hasn't changed or is going backwards

Damaged meter
If you notice fire, sparking, smoking or burning, call the fire brigade. Then turn off all your appliances and call your local distributor.

Find your electricity distributor by post code.

If your meter is damaged we can send someone out to make sure you and your property are safe. Call us on 0800 048 0303* to report the problem. Our lines are open 24 hours a day 7 days a weeks

Reading hasn't changed or is going backwards
If this is the case, you may be using energy that you're not paying for. You'll have to pay this back so it's best to tell us as soon as possible so we can fix the problem.

Call us on 0800 048 0303* or textphone 18001 0800 072 86268**. Our lines are open 24 hours a day, 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

For instructions on what to do next, choose from the options below:

Blank display
Is the red light on your meter lit up? Try inserting your key or pressing the blue button. If this doesn't fix it, call us on 0800 048 0303*.

Messages starting with an E, D2 or any other message
Make a note of your meter's serial number (this begins with S or F and is usually under the screen next to the barcode) and call us on 
0800 048 0303*.

D1, D3, D4, D5, D6, D7, D8 and D9 messages
Sometimes it's just a bit of dust on the key that can cause this problem. Blow the key to clear any dust or wipe with a clean cloth then try inserting it in the meter again.

Still not working? You need a new key, see below:

My electricity key is faulty/damaged: what should I do?

* Our lines are open 24 hours a day, 7 days a week. Calls may be recorded and/or monitored for quality assurance and compliance purposes.

For instructions on what to do next, choose the error message from the options below:

Card fail (possibly with number after it)
If you see this message when you insert your card into your meter, you need a new card, see: my gas card is faulty or damaged.

Call help, Battery, Battery fail, ----- , M***** , Card Pass, Invalid Card, Card not accepted, Please Wait (stuck on meter screen)
If you have any of these messages on your meter screen we may need to send an engineer out. Please call us on 0800 048 0303* when you're near the meter.

* Our lines are open 24 hours a day, 7 days a week. Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Each type of meter is read slightly differently. Here is a guide to the different types of gas and electricity meters and how to read them:

On this page: Gas meters: | Electricity meters:

On some meters there is a second glass screen with a sequence of numbers behind it. This is your meter reading.

Other meters have a digital display:

1. Press the red button A once to activate the screen.
2. Wait for the Please wait message to disappear.
3. Press the red button A twice.
4. You should see a screen that says meter index - this is your meter reading.

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You can see your meter screen information by pressing the blue button on your meter. To get from screen to screen press the blue button again.

• Single rate meter: your meter reading is on screen H
• 2 rate meter (or economy 7 meters): your meter reading is on screens H and J.

You'll find the screen letter on the left of your meter display.

Taking a meter reading to give to us? Remember to make a note of the date you took it.

This is easily fixed:

1. Turn all of your appliances off.
2. Remove your gas card.
3. If your screen is blank, press the red button A to activate the meter display.
4. Your screen will show your credit balance and the word OFF.
5. Turn your meter on by pressing the red button. This message will appear on the screen: If appliances off Press A button.
6. Press the red button and hold it down until the meter beeps.

We're sorry if an engineer has missed an appointment with you. Call us on our free phone number 0800 048 0303* so we can investigate what has happened and reschedule the appointment.

* Our phone lines are open 24 hours a day, 7 days a week. Calls may be recorded and/or monitored for quality assurance and compliance purposes.

You can check your gas tariff information on your Pay As You Go meter. Simply:

1. remove your card from the meter
2. press the red button A once
3. wait for the 'Please wait' message to disappear then press and hold button A until it beeps
4. keep pressing button A until you get to screen 9. This screen shows you your tariff for tier 1
   

5. press the button again and screen 10 shows you your tariff for tier 2

What are tier 1 and tier 2 prices?
They are your prices in pence per kilowatt hour. You pay the tier 1 rate for just the first 2680 kWh you use per annum and the tier 2 rate for everything after that. To give you an idea what this means, the average customer uses 16,500 kWh of gas per year.

Yes. With the Dual Fuel discount, you get up to £15 per year (including VAT) if we supply gas and electricity to your home. Both accounts must be in the same name at the same property on 31 August each year to qualify for the discount.

There's no need to register for the Dual Fuel discount. The money will be credited to you within 3 months of 31 August.

If you haven't been with British Gas for a full 12 months before this date, we'll calculate a pro-rata amount.

Not available to Token or Smartcard customers.

If you have any queries about your Dual Fuel Discount you can contact ususing our online form.

To repay an outstanding balance, we first agree a weekly amount that will be taken through your gas meter. We then take the agreed amount from the top ups you make. On a gas meter a week runs from Wednesday morning to Tuesday night.

If you top up by less than the agreed amount, we don't take the full amount of your top up to pay your debt. We take 90% of the amount you top up and leave 10% for gas until the agreed weekly amount is reached.

So if your agreed amount is £10 and you top up £10, we will take £9 and leave you £1 for gas. This means you still owe £1, which we will take next time you top up that week.

Once you've paid your weekly amount, any further top ups will go onto your meter in full - until the next Wednesday when it starts again.

What if I don't top up every week?
It is part of the agreement to top up your meter with credit every week even if you aren't using gas to make sure the meter can collect the debt to the agreed repayment schedule and so you have credit available for fuel.

If you don't keep up the repayment schedule, we take an amount each night from the meter (2/7ths of whatever is on the meter) until repayments are brought back on date. If you don't use your meter, we will try to take the weekly repayments you've missed the next time you use it.

Struggling to make your weekly payments?
To help you with your debt repayment, we can arrange for your weekly recovery to be increased or decreased for short periods of time to suit your lifestyle.

Contact us online or over the phone on 0800 048 0303*. We are open 24 hours a day 7 days a week.

Your debt might not appear on your meter straight away. If this is the case, we will always write and let you know when it will be added.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes

You can check your weekly recovery rate on your meter:

1. Make sure your card is not in the meter.
2. Press the red button A once to activate the screen.
3. Wait for the Please wait message to disappear.
4. Press and hold red button A until you hear a beep.
5. Check the bottom right of your screen to see what number screen you're on. Keep pressing the red button until you reach screen 27.

Screen 27: Total amount owed if you have energy debt

Screen 25: Minimum amount per meter week to pay off a energy debt (your weekly recovery rate)

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You can check how much you have left to pay

1. Insert the key into the meter.
2. Press the blue button to move through screens.
   • See your balance on screen S - if screen S shows £0.00 you've finished paying your debt. Remember that if you've been using your Emergency Credit, you may still have this to pay back.
   
   
   
   • See your weekly recovery rate on screen T.
   
   
   

We really don't want to lose you, but if you've made up your mind call us on0800 294 9352* with your final meter reading handy.

You can use your existing credit with your new supplier. Continue to use your credit as normal. Just begin to use your new suppliers card/key as instructed by them.

When will my new supplier take over? Your new supplier will let you know the date. If you have an outstanding balance on your account, you need to pay this before you leave. Call us on 0800 048 0303* or textphone 
18001 0800 072 8626*. We are open 24 hours a day, 7 days a week.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

If your current supplier has objected to you transferring over to us because you have an outstanding balance of between £20 and £200 and if you have a Pay As You Go meter we may still be able to help you.

Call us on 0800 072 7907* with an up to date meter reading.

Lines are open 8am to 8pm Monday to Friday and 8am to 6pm on Saturday.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Energy companies have discovered a doorstep scam which seems to offer cheaper electricity top-ups (for example, £50 of credit for just £25 in cash), but actually means customers end up paying for their electricity twice - once for the illegal top ups, and once again to their energy company.

So far, over 100,000 households have already been affected. To find out more, visit the top up safely website.

We will never come to your door to try and sell you credit for your meter. You can buy electricity top-ups from a range of official outlets, such as, Pay Point and the Post Office, but never from people selling it on the doorstep.

Not only will you lose the money you gave them, but as your energy company will detect that the energy used has not been paid for, you will end up paying twice for your electricity.

We have been doing as much as we can to let our customers know about this illegal activity and keep them safe from it. We have called our customers, sent out letters and text messages, and we have also produced leaflets and messages on till receipts.

It is vital that we make sure as many customers as possible are aware of this so together we can stop it from happening. We have also been working with other energy suppliers and Consumer Focus to launch the Top Up Safe Campaign.

See the Top Up Safe website, for more information.

Call us immediately on 0800 980 4365* (Monday to Friday 9am-5pm) and let us know the details. You can also contact Crimestoppers anonymously on 0800 555 111.

*Calls may be recorded and/or monitored for quality assurance and compliance purposes.

Pay As You Go Energy