- Should I be doing anything different with my Electricity/Gas Meter?
We recommend that you download our app so you can top up your electricity meter without leaving your home If you do not have the PrepayPower app installed on your phone you can download it by clicking here and registering with your customer account number. If you are topping up in a shop, then we suggest you top up by a little more to reduce your trips outside.
You are also likely spending more time at home during this difficult time, which means you'll probably use more energy than usual. If you want some practical help to cut your energy use click here.
Finally, it's a good idea to keep an eye on your credit balance so, if you need to , you can activate your emergency credit. You can find out more about Emergency Credit by clicking here.
- What do I do if I feel unwell or have to self-isolate?
You can top up on the website or through the PrepayPower app without leaving the comfort of your home. If you do not have the PrepayPower app installed on your phone you can download it by clicking here and registering with your account number. If these options are not suitable for you, please call us on 0818 911 077 and you can purchase a top up over the phone or to discuss other options open to you.
You can also ask a friend or family member to top up for you. They can do this in a shop, on the website or in the app. If you are giving your top up card to a friend or family member, please remember to follow H.S.E Social Distancing Guidelines when doing so.
- Is there a special offer to get €100 of free gas credit?
PrepayPower has backed an energy industry plan to help support customers in this difficult time and we increased emergency credit for our gas customers from €10 to €100 from March 17th on a temporary basis. This is Emergency Credit, and if you use it you will need to be paid back in full. We suggest that you maintain your normal top up pattern when you can and reserve the emergency credit for when you most need it as once you use the credit it will no longer be available to you until paid back in full. To check if this new emergency credit limit is on your meter please refer to the user guide by clicking here.
- Tell me about Emergency Electricity Credit?
You can get €10 worth of Emergency Credit on your Electricity Meter to ensure you stay on supply until you get the chance to top up. You can find out more about Emergency Credit by clicking here. When the emergency credit is fully used up your meter will disconnect until a top up is applied.
Emergency Credit for Gas was recently increased to €100, but it remains at €10 for Electricity customers. We have a wide variety of top up options available for electricity customers including app, website and phone, that are not available to gas customers. For gas customers the Payzone network provides extensive coverage however we do recognise that Covid-19 could provide challenges to customers who are unable to get to a shop in the future and for that reason we’re happy to be able to offer an increased emergency credit limit to provide support when absolutely required. Once used this credit would need to be repaid in full before it could be availed of again and for that reason, we recommend that customers only use this when necessary.
- Tell me about Emergency Gas Credit?
If you have topped up your Gas Card since the 17th March, you should have access to €100 Emergency Gas Credit on your meter. To check how much Emergency Gas Credit is on your meter, put your Gas Card into your Meter and press the “A” button until you hear a beep. Then keep pressing the “A” button until you see “22. EmCr Limit” on the screen. This should show €100. If it only shows €10. This means you need to top up your Gas Credit and place the card back in the meter to get the new Emergency Credit limit of €100 updated. If you use any of the Emergency Credit, you must pay it all back before you can borrow the whole amount again. For this reason, we’d encourage customers to avoid using emergency credit until necessary, so you can always have comfort that this safety net is available in the coming weeks.
- Do you have financial worries because of Covid-19?
The great thing about PrepayPower is that you don’t need to worry about any future bills coming in or running up any debt. You’re still going to be able to keep control of your bill with us. You’ve got complete control over the electricity and/or gas that you’re using and you’re able to constantly monitor what your using. And if you’re going to be in the house even more over the coming weeks and maybe months that control is going to be important. We’ve also lowered our prices from the 1st April so that’s going to help you out even more.
- I’m going to lose power and it’s an emergency, what should I do?
If it’s an emergency or you might lose power or you are not able to top up during a period of self-isolation, we’ll work with you to keep your energy on. We’ve set up a dedicated team in our centre to help our customers with alternative options when possible, that you can call on 0818 911 077. In some cases, we can arrange a top over the phone or click here for all our contact details and opening hours or you can contact us through Live Chat on our app from the link on this page, the yellow icon on the bottom right corner of the page. We may also be able to send an agent to collect your gas card to top up your meter on your behalf.
You should also check that your Emergency Credit has been activated to make sure you stay on supply. For Emergency Gas credit, insert your Gas Card into the meter. When the Emergency Credit is offered, you can accept it by pressing the red Button A. For instructions on activating Emergency Electricity Credit, please click here.
- I am using more energy because I’m at home more now. What can I do?
We know this is an extremely difficult time for us all and staying at home means you’ll probably use more energy than usual. If you want some practical help to cut your energy use click here.
- How can I contact you?
It is still business as usual for our customer support teams. You can call us on 0818 911 077 or click here for all our contact details and opening hours or you can contact us through Live Chat on our app from the link on this page, the yellow icon on the bottom right corner of the page.
- I have an install booked – will it go ahead as planned?
Yes, your install will go ahead as planned. If there is any reason why we need to delay your install, we will get in touch 24 hours before the scheduled date.
- I am worried that I’m at risk from catching COVID-19 if one of your installers attends my property?
Our installers are taking all precautions as advised by the HSE. They will maintain social distancing and will clean and disinfect all work surfaces after the work has been complete.
- How do I top up my Electricity/Gas?
You can top up your electricity meter without leaving home through our app or website which are available 24/7. If you do not have the PrepayPower app installed on your phone you can download it by clicking here and registering with your customer account number. For a step by step guide on how to top up using our website please click here. If you are unable to use the website or mobile app, please call us to 0818 911 077 where you can purchase a top up over the phone. If you would prefer to top up in a shop you can do so in any Payzone outlet, we suggest that you top up by a little bit more during this period if you would prefer to visit the shop less often.
Your Prepay Gas meter can be topped up using your natural gas card at any one of 3.500 Payzone outlets with a variety of opening hours. For locations of the store most convenient for you please click here. If you would like to go to the shop less often, we suggest that you top up by a larger amount that usual when you do go. Additionally, we are backing an industry initiative to help support customers in this difficult time and will increase emergency credit for our gas customers to €100 from March 17th on a temporary basis. This is enough for four weeks’ worth of gas supply for an average customer. This credit will need to be paid back in full. We suggest that you maintain your normal top up pattern when you can and reserve the emergency credit for when you most need it as once you use the credit it will no longer be available to you.