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  • Question

    I'm having problems registering for Home Energy Top Up: what shall I do?

    • Answer

    • 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

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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=4782
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