Hey @Sandra d 

Sorry to hear about this.

It’ll be best for you to contact the Support Team about this as we don’t have access to accounts here at the Forum.

They’ll be able to help you with this, they’ll be able to see what happened and help get that credit sorted out.

I'm needing help, currently on hold with support.

I went on to emergency on Friday, I tried to top up on the Saturday but was told that my key was no longer valid and it was due to switching to ovo. I'm down to 50p in my meter, I called this morning and was given a code to take to a pp, I don't understand how it's meant to top up as the key is no longer valid. I was also meant to get a engineer down to add credit till I'm able to get to town (I stay in remote area) the engineer had called and due to them being nowhere near me over 300 miles away I said it would be fine till tomorrow but now panicking that I won't be able to top up when I get there tomorrow. I'm sorry if I'm rambling I'm just worried that we won't have power my son had health conditions.

Hey @Wee-ez 

Sorry to hear about this.

Have you got this sorted with Support yet? 

It sounds like a tricky situation. I might recommend making a change away from pay as you go in your situation with you son having health conditions, we wouldn’t want you going off supply for any reason, so it might be worth having a think about changing to pay monthly.

I’d also like to ask if you’re registered on the Priority Services Register? If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.

Hi, 

I am running low on emergency credit. It is a Saturday night and I won’t be able to top up my traditional electricity card. Will my supply be cut off? Or does the “non-disconnected hour” apply?

Hi,

I have a traditional electricity meter. I was recently using emergency credit and had £1.50 left. I topped up £10 on my card and reinserted the card. it says that my new balance is £1.50. However, it is still under emergency credit mode. Shouldn’t it be in normal credit mode? Can someone please explain this to me?

Hi ​@amearmy ,

As we’re now beyond 3pm today (Saturday) you’ll trigger Non-Disconnect Mode until Monday morning. Please ensure you top-up by 9am Monday to keep the lights on.

I would strongly recommend you also consider upgrading to Smart Meters as that would help you avoid this situation in the future.

Hi ​@amearmy ,

You probably didn’t top-up enough to get back into regular credit.

To restore to normal credit, your top-ups need to cover:

• ALL used Emergency Credit
• ALL unpaid Standing Charges
• ALL unpaid debt from when you entered EmCr
• Back to at least £1 of regular credit

Try topping up again when you can.

Hi, 

I see. The £10 should be sufficient to cover all emergency credit I used, and the balance should be more than £1 (£1.50), unless the standing charges were not deducted from the emergency credit. Will try topping up again. Thanks. 

Hi,

Thats a relief to hear. Just curious, my emergency credit will continue being deducted until none is left during this period?

Yes, that’s correct. EmCr will be used first. If you top-up before it runs out, you’ll go back to normal credit once you pay off what’s owed.

No problem.

Standing Charges and debt repayments aren’t collected during EmCr to maximise the available funds for actual usage. They’re still owed but get tracked separately and sapped from future top-ups until the backlog is cleared.

Hey ​@amearmy,

Hopefully the advice from ​@Blastoise186 was helpful above. Did you manage to top up the meter okay today? 

Please let us know if you have any more questions. I’ve also merged both your threads into one big thread and adjusted the title