FAQs

You can top up your meter using the 20 character Unique Transaction Reference Number (UTRN) that was sent to your phone or is printed on your Post Office receipt. You can enter the 20 characters using either the keypad on your meter or the In-Home Display (IHD) if you have one. If you cannot find the UTRN you can see it by logging into your account How do I access my SMARTprepay account?
Log into your account.
How do I access my SMARTprepay account?
All your top ups will be shown with the most recent at the top of the list.
UTRN stands for Unique Transaction Reference Number. It is a 20 character number that is sent to your phone or printed on your Post Office receipt every time you top up.
Normally when you top up a message will be sent immediately to your meter topping it up automatically – you don’t have to do anything.
However, just in case the message is delayed, you can top your meter up immediately by entering the UTRN into your meter using your In Home Display (IHD) or the keypad on the meter.
Click on ‘Customer login’ at the top right hand corner of any page and enter your Username and password.
Log into your account and click on ‘Order replacement card’.
Log into your account and click on ‘Order additional card’.
Contact your energy supplier who will help you
The Post Office can enter your card number manually.
You should, however, immediately order a replacement card.
How do I get a replacement card?
You can arrange with your energy supplier for part of each top up to be used to make payments for other purposes such as paying off an energy debt. You choose either a percentage of each top up or an amount per day or per week and this will be automatically credited to a separate account. You will be able to see these payments in your online account.
You arrange this with your energy supplier
If you forget your password you can request a new one by logging into your account and clicking on the ‘Request a new password’ link. If we have an email address for you we will immediately send an email giving you a new password. If we don’t have your email address we will notify you by letter.
If we have an email address for you, as soon as your account is opened we send an email containing your virtual card. We also post a plastic card to you which normally you will receive the following day.
You can request up to 3 additional cards.
When you request a replacement card the card that has been lost or stolen is immediately blocked. Your replacement card will have a different card number and the old card will no longer work.
An In-Home Display (IHD) is an electronic device, linked to a smart meter, which provides information on your energy consumption.
An IHD is normally provided by the installation engineer when a smart meter is installed. If you do not have an IHD or your IHD is not working you should contact your energy supplier
Yes. You can set up a Direct Debit for a fixed amount, payable weekly or monthly. For weekly Direct Debits you can choose which day of the week the money is paid and for monthly Direct Debits you can choose the date of the month the money is paid.
You can still top up additional amounts at any time using your phone or at the Post Office.
SMARTprepay solutions are provided by GLOBAL–365 PLC click here for further information. Please note if you are a customer you will need to contact your energy supplier direct