Winter support
Winter Support
PrepayPower has a range of resources and safeguards to support our customers this winter.
Sales Executive
We’re Here to Help

PrepayPower will continue to provide you, our valued customers, with every available support. And we encourage you to get in touch with any issues or questions about your home energy.  

You can freephone our dedicated Customer Contact Centre on 1800 929 022. 

Our lines are open:

  • Monday to Friday (8am-9pm)
  • Saturday (9am-7pm)
  • Sunday (10am-6pm)

The energy crisis means we’re all facing an uncertain winter. But your PrepayPower pay-as-you-go system is the ultimate defence against uncertainty. Because it gives you complete visibility and control over your costs and consumption.

Here’s a quick reminder of how PrepayPower puts you in charge of your energy:

  • No Surprises. Freedom from shocking bills and wild estimates means peace of mind.
  • Cost Control. Prepaying makes it easier to stay on budget because you always know how much you’re spending.
  • Personalised Insights. Monitoring your usage from your app or meter helps you adjust and reduce it.
  • Flexible Payments. You decide when and how you pay: with your app, on our website or in the shop.
  • Expert Advice. Our excellent rating on Trustpilot comes from our commitment to customer service. So call our advisors anytime on 1800 929 022.

Did you know? New PrepayPower customers reduce their energy usage by an average of 8.3%* one year after switching. So don’t forget to keep track of your consumption and cost insights.  

You can monitor this information from your PrepayPower app or meter. It will help you control your daily electricity usage and avoid unnecessary spending. 

For example, checking your personalised insights makes it easier to: 

  1. Identify when your consumption is highest and lowest. 

  2. Adjust your usage based on real-time data. 

  3. Pinpoint the appliances that consume the most power – and money. 

  4. Expose vampire energy (used by always-on devices). 

  5. Cut out waste such as lighting and heating unoccupied rooms. 

You don’t have to be an energy expert to reduce your usage and costs (even in winter). Here are some proven and practical tips you can use to cut back and save: 

Our SmartPay+ electricity customers wanted to set something aside for a rainy day. So, just in time for winter, we added the helpful Savings feature to their SmartPay app.

The Savings feature makes it easier to manage and control energy costs year-round. It even gives you two handy ways to save:

  1. Once-Off Savings. Put a little extra whenever it suits you.
  2. Savings Routine. Pick a day to automatically save each week.

You can upgrade to SmartPay+ here.

All our electricity customers can book a free one-on-one usage review with a PrepayPower energy coach. They’ll provide you with helpful energy-saving tips and advice based on consumption data from your electricity meter. 

Please freephone 1800 911 977 to schedule your review

Friendly credit hours are the times of day you cannot temporarily lose power even if your balance falls below zero. You will never temporarily lose power during night-time and weekends. 

  • Classic Pay: 4 pm to 8 am from Monday to Friday and weekends. 

  • SmartPay: 23 hours a day from Monday to Friday and weekends. 

  • SmartPay+: 23 hours a day from Monday to Friday, weekends and Bank Holidays. 

Your emergency credit has been increased from €10 to €20. You can avail of this temporary advance if you cannot top up when your balance is low. We will, as always, send you low-balance alerts via your app or meter.  

Top Tip. Don’t forget you’ll need to repay any emergency credit used. So please only use as much as you need.

 

How to Activate Your Emergency Credit:

Your €600 Government Electricity credit will be paid in three €200 instalments in November 2022, and January and March 2023. You will receive your first payment between November 1st and 11th. 

  • Classic Pay: We will text you two top-up codes (each for €100). Enter the codes on your meter keypad like any other top-up. 

  • SmartPay and SmartPay+: We will automatically add the €200 to your balance and contact you to confirm the payment. 

We work closely with MABS who provide additional information on how best to budget. They will also help guide you to where you might find additional support. You can contact MABs on 0818 07 2000 (Monday-Friday| 9am to 8pm). SVP also has hardship funds available to distribute essentials such as energy. Please contact SVP here. 

PrepayPower has partnered with the Money Advice and Budgeting Service (MABS) to create a Hardship Fund for customers experiencing financial difficulties. MABS will also provide free guidance and support to customers who need help with their finances.

Please contact MABS here if you wish to avail of the Hardship Fund and/or speak to one of their advisors.

PrepayPower has waived early contract termination fees for electricity and gas customers struggling to pay for their energy until March 31st, 2023. Please contact our customer support team if you are having financial difficulties with your energy on our dedicated line at 1800 929 022.  

We can activate a debt recoup payment plan in the rare event your PrepayPower electricity or gas meter goes into arrears. This allows you to repay any outstanding debt in smaller, more manageable instalments from future top-ups.

How it Works

We’ll notify you if debt accrues on your account and create a recoup plan based on your ability to repay it. Then a set percentage (10% max.) will be deducted each time you top up until the debt is repaid. You can also choose a higher percentage or repay the debt in full.

Your payment options include online, in the shop (any Payzone outlet) or via your PrepayPower app. Please call our dedicated customer support line on 1800 929 022 for more information.

You’ve protected yourself from disconnection by joining Prepay Power. We only request disconnection in the case of vacancy or very rarely in the cases of confirmed fraud where the customer refuses to engage. 

Please find details of the extended disconnection moratorium.  

  • All domestic customers (December 1st, 2022 to February 28th, 2023). 

  • Vulnerable customers (until March 31st, 2023). See below for more information. 

PrepayPower provides priority and special services registration for customers critically dependent on electrically powered devices for independent living or medical equipment.

Customers can also register due to advanced age (66 or over) or for physical, sensory, intellectual or mental health reasons. Please find more information in our Vulnerable Customer Codes of Practice.

Furthermore, every PrepayPower customer can nominate a third-party representative to manage their account on their behalf.

How to Register

You have three ways to register as a vulnerable customer and/or nominate a third party to manage your account.

  1. You can complete our online form here.
  2. Download the form and email it to priorityservices@prepaypower.ie
  3. Call 0818 919 487 to request a paper form and a stamped addressed envelope.