Help & Support

For customers making online payments, please remember that you may need to confirm your payment with your bank/building society. Please follow their usual online payment process to complete your transaction and make sure that your payment is completed successfully.

1. Buy your top-up

Energy Online customer?

If you have an Energy Online account, go to Keypad to top-up your Keypad now. To top-up all you’ll need is your payment details. However, if you store your payment cards for future use you will be able to view these at checkout each time you top-up!

Not an Energy Online customer?

If you do not have an Energy Online account you can top-up as a guest. You will need the following details to hand:

• Keypad Premise Number (this can be found on the front of your Keypad top up card)

• Payment details

2. Enter your top-up code into your Keypad

Once you have purchased your top-up you’ll need to enter your 20 digit top-up code (powercode) into your Keypad. Press the ‘*’ button on your Keypad, followed by the 20 digit top up code. If you make a mistake press the ‘*’ button to delete each keystroke and then enter the rest of the code. Press the ‘#’ button to finish. A confirmation message should be displayed on your Keypad screen.

Watch our video on how to top-up your Keypad online:

You can also top-up:

• At any PayPoint or Post Office outlet (Find your local PayPoint or Post Office).
• Over the phone by dialling 03457 455 455, and pressing 1 for Keypad top up.