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    The ActiveX control has not been installed/downloaded

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    • On this page:

      How to download ActiveX for gas: | How to download ActiveX for electricity:

      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?

      How to download ActiveX for gas

      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.

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      How to download ActiveX for 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 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.

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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=3110
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