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  • Question

    How do I get a new Home Energy Top Up card or key?

    • Answer
    • 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



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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=3145
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