Using your smart prepayment meter
The following contains important information about
how to reconnect your Smart Prepayment meter.
The following contains important information about how to reconnect your Smart Prepayment meter.
1.Top up your account – you can add credit to your account via your online smart prepayment account or by calling us on 0345 034 2400 or 0800 254 0022. Remember you will need to top up with enough credit to bring your balance above £0. For more details, please follow the steps explained below.
2.Enter your Unique Transaction Reference Number (UTRN) – You will receive an email and text every time you top up confirming what your Unique Transaction Reference is. If your top up does not credit your meter, you can add it manually by following the steps explained below.
3.How to activate your emergency credit – If your meter credit balance is running low and can’t top up straight away, your meter(s) have been preloaded with £15 emergency credit per fuel type. This is available from when your balance reaches £5. For more details, please follow the steps explained below.
4.Reactivate your energy supply – for safety reasons, you will need to manually activate your supply from your in-home display or smart meter(s). This step applies to everyone whose meter has automatically disconnected. For more details, please follow the steps explained below.
5. How to view your credit balance – You can view your credit balance on your In-Home Display (IHD) and on your meter. Your meter might refer to your credit balance as your “meter balance” – they mean the same thing.
6. How to view your debt balance – You can view your up-to-date debt balance on your In-Home Display (IHD) and on your meter.
1.Top up your account
You can add credit to your account via your online smart prepayment account or by calling us
on freephone 0800 254 0022 if you need extra support. To top up and view your credit balance
online, please visit smartprepay.goodenergy.co.uk You can also view your balance on your
meter or In-Home Display Unit.
Remember you will need to top up with enough credit to bring your balance above £0. Once
you’ve topped up to above £0 on your credit balance, your meter is then ready to be
reconnected. This could have the following outcomes:
If we are unable to connect to your meter(s) to be able to add the credit, we will send you a text with your UTRN to let you know it has failed and that you should enter it onto your meter manually.
Once the meter has been topped up, the supply will be ready for you to manually activate. In this instance, you will need to follow the Enter your unique transaction reference number (UTRN) and Reactivate your supply processes below.
Payment successful
In many cases we will be able to connect to your meter after you have topped up. This means your supply will be ‘armed’ and ready for you to manually activate. In this instance, you will need to follow the Reactivate your supply process below. You must follow the step-by-step instructions to reconnect your supply. The best way to avoid having to reactivate your energy supply is to make sure you top-up when you’re notified that your balance is getting low.
2. Enter your unique transaction reference number (UTRN)
The way you enter your UTRN will depend on which device (In-Home Display, Electricity meter and/or Gas meter) you’re using to top up. If you are a dual fuel customer, you will need to enter a UTRN for each fuel type. If you are using your
In-Home Display
In-Home Display Unit Chameleon 6 and 7
1.Press the Menu icon and then press ‘Top-up’.
2.Select the fuel you want to top up – Gas or Electricity.
3.Enter your UTRN and then press ‘OK’.
4.You will see a ‘Top up Sent’ message. Press ‘OK’ to finish. Repeat this for each fuel type, electricity and/or gas.
5.Once your top-up goes through, you’ll see your new balance. The top-up should reach your electricity meter within a few minutes, but it can take up to 30 minutes for gas, as the meter only ‘wakes up’ every half hour.
In-Home Display Unit Chameleon 3
1.Press OK and then use the right arrow to reach ‘Apply Top up’. Then press OK.
2.Choose which fuel you’d like to top up.
3.Enter your UTRN code using the right arrow to scroll through the numbers from 0
to 9. Press OK to select each number. Use left arrow if you need to back and
change a digit.
4.Press OK once UTRN code fully inputted.
5. Once your top-up goes through, you’ll see your new balance. The top-up should
reach your electricity meter within a few minutes, but it can take up to 30
minutes for gas, as the meter only ‘wakes up’ every half hour.
(GEO IHD) In-Home Display Unit GEO
1. In the prepay menu, ‘select top up’
2. If both meters are in prepayment mode, select the fuel to top up. Alternatively, select the fuel you’d like to top up on the prepayment screen.
3. Enter the code and then press send
4. If successful, your screen will show a confirmation screen saying ‘top up code sent’.
If you are using your
Electricity meter
Aclara
1.Short press the ‘A’ button to scroll through the options until you reach the ‘Enter UTRN’
option. Then long press the ‘A’ button to select this option.
2.Press the ‘A’ button to increase the number on the screen, when you’re ready to move
onto the next digit press the ‘B’ button.
3.Once you’ve entered all the numbers of the UTRN, press and hold the ‘B’ button to
confirm and validate your entry.
EDMI
1.Press the return or OK button to find the Prepayment Menu and then Hold OK for 1
second
2.Press the return or OK button to find the Top Up Menu and then Hold OK for 1 second
3.Press left or right buttons to scroll through digits between 0-9.
4.Hold OK briefly to select a digit
5.If needed, briefly press return button to delete the currently selected digit and return to
previous digit.
6.Once you have entered the last digit of the UTRN, the screen will display “WAIT”. If
accepted, the screen will show you the amount added on the screen and “DONE”
Itron
1.Press the ‘Select’ button to access the ‘Main Menu’
2. Short press down or up until you reach the “Command Menu”
3. Short press up or down to navigate to ‘Token Entry’ and press “Select”.
4.Use the up and down buttons and press select when your happy with your digit to move
onto the next to enter your 20-digit UTRN.
If your UTRN is accepted, the credit will be applied to the meter.
Kaifa
1.Press the bottom button to navigate the menu.
2.Select “Top-up” and long press the top button to enter the ‘UTRN Input’ interface.
3.You can now enter your UTRN code using the top button and bottom buttons.
4.Short press the top button to increase the number.
5.When your happy with the selected digit, press K2 to move to the next.
6.Repeat the steps until you’ve entered the full 20-digit code.
7.Once you’ve entered all 20 digits correctly, press and hold K2.
8.Press and hold the top button to return back to the upper display menu.
Secure
1.Press A on the keypad. The display should say select “1” for Vend mode
2.Type in the 20-digit top up code using the number keypad.
3.Once you have entered all 20 digits, press B to confirm the UTRN and activate the credit.
Landis + Gyr
1.Press the A Button to find the “add credit” screen.
2.Select B to go to the UTRN entry display.
3.Press A to find the number for you UTRN. Press B to select the number and move onto
the next digit to complete the 20-digit UTRN code.
4.When you have entered the UTRN fully, hold down the B button for more than a second
to credit your meter.
Honeywell
1.Enter the Debt > Enter UTRN screen
2.Short press the ‘next’ button to adjust the number of the UTRN you are selecting.
3.Short press the ‘select’ button to move the cursor to the next character position
4. Repeat until UTRN code complete and then long press the select button to enter the full
UTRN code
If you are using your
Gas meter
Flonidan
1.Press any button to wake up the display, then press button ‘C’ to bring up the menu.
2.Use the ‘B’ button to scroll down to ‘Prepayment’, then press button ‘C’ to select this
option.
3.Scroll down to ‘New Payment’ and press the ‘C’ button to select this option.
4.Press the ‘A’ button to increase the number on the screen, when you’re ready to move
onto the next digit press the ‘B’ button.
5.Once you’ve entered all the numbers of the UTRN, press the ‘C’ button to confirm and
validate your entry.
ITRON
1.Press the orange or blue button or button to locate the ‘Top UP Menu’. Push and hold the
orange button to enter the ‘Top UP Menu. Push and hold the blue button to return to the
previous menu.
2.Short press down or up until you reach the “Command Menu”
3.Press orange or blue buttons to navigate to enter the UTRN
4.Hold the orange button when your happy with your digit to move onto the next to enter
your 20-digit UTRN.
5.Press the Blue button to delete the currently selected digit and return to previous digit.
6.Hold the orange button when you have entered the last digit to enter the full UTRN code.
If your UTRN is accepted, the credit will be applied to the meter.
EDMI
1.Press the return or OK button to find the Prepayment Menu and then Hold OK for 1
second
2.Press the return or OK button to find the Top Up Menu and then Hold OK for 1 second
3.Press left or right buttons to scroll through digits between 0-9.
4.Briefly hold OK to select a digit
5.Briefly hold return button to delete the currently selected digit and return to previous
digit.
After you have entered the last digit of the UTRN, the screen will display “Applying top up”. If
accepted, the screen will show you the amount added on the screen and “Top up Successful”
Secure
1.Press A on the keypad. The display should say select “1” for Vend mode
2.Type in the 20-digit top up code using the number keypad.
Once you have entered all 20 digits, press B to confirm the UTRN and activate the credit.
Landis + Gyr
1.Wake the screen up and then press A button twice or three times if emergency credit
available
2.Press B to open the vend screen
3.Press A consecutively to increment the number and then press B to move onto the next
number of the UTRN code. If an incorrect number selected accidentally, press B
multiple times to go back to change the number.
4.When all digits are selected correctly, hold the B button to enter the top up. The meter
should say it’s been accepted.
Honeywell
1.Navigate to the Enter UTRN screen
2.Use the right or left button to increment the number of the UTRN
3.Press middle button to move to the next digit
4.Repeat until UTRN complete and then long press the middle button to apply the UTRN
If your meter has not been credited after one hour of topping up, or you have received a text
from us to say that the top up has failed, we recommend following the instructions above to add
it manually before trying to top up again.
If you have any issues adding top ups to your meter manually, please get in touch so we
can support you by emailing us at hello@goodenergy.co.uk or by calling us on freephone
0800 254 0022. Our phone lines are open 9am to 5pm Monday to Friday but we also have
an emergency line available if you need urgent support outside of these times. Our
emergency line is available 8am to 8pm on weekdays and 8am to 5pm on weekends and
bank holidays.
3. How to activate your emergency credit
If your meter credit balance is running low and can’t top up straight away, your meter(s) have been preloaded with £15 emergency credit per fuel type. This is available from when your balance reaches £5.
Things to remember:
- Once you’ve used all your emergency credit, your supply will disconnect until you top up.
- When you top up, you’ll need to add enough to:
- Repay the emergency credit you’ve used
- Cover any standing charges that built up while you were using emergency credit
- Bring your balance above £0 to pay for your ongoing usage
- Cover any debt repayment rates
- Debt repayments won’t be collected while you’re using emergency credit. This means it’s important to avoid using it where possible so that you don’t fall behind with your repayment plan.
- Emergency credit is there as a safety net for short-term help only – try not to rely on it day to day.
You can activate your emergency credit by following the steps below depending on whether you are using your In-Home Display Unit or your Electricity and/or Gas meter to do so:
If you are using your
In-Home Display Unit
In-Home Display Unit Chameleon 6 and 7
1.Your In-Home Display unit should alert you when emergency credit becomes available.
2.Press MENU and then E-CREDIT.
3.Select which fuel type you’d like to access emergency credit and then press OK to activate.
In-Home Display Unit Chameleon 3
1.To activate emergency credit, press OK.
2.Scroll down using the arrows and then select “Emergency Credit”. Then press OK.
3.Press Home to view your remaining meter balance.
(GEO IHD) In-Home Display Unit GEO
1. If emergency credit is available, it will appear in the prepay menu. Alternatively, on the prepayment screen or any screen where the emergency credit pop up window appears.
2. Once fuel is selected, select yes.
If you are using your
Electricity Meter
Aclara
1.Navigate to screen showing “EMC available”. If not showing on screen already, press A
repeatedly until it shows. Press A, the meter will then show you the emergency credit balance of
£0.
2.Press B to activate emergency credit.
EDMI
1.When emergency credit becomes available, an E within a circle will be displayed on the home
screen
2.Hold the Return button to activate emergency credit
Itron
1.Press any button to light up the display.
2.The screen will show the following message: “supply reconnect Confirm?”
3.Short press the ‘Select’ button to activate the emergency credit
4.Press up or down if you do not want to activate emergency credit to return to the previous
menu
Kaifa
1.You’ll see the display message saying “Activate Emergency Credit”.
2.Long Press K! to activate the emergency credit.
Secure
When the meter indicates Emergency credit is available, Press A.
Landis + Gyr
1.When your reach to below £5 of credit, press the A button
2.Press the B button to activate emergency credit
Honeywell
1.The meter will say emergency credit available.
2.Press the top push button to activate emergency credit
If you are using your
Gas Meter
Flonidan
1.Press any button to wake up the display, then press button ‘C’ to bring up the menu.
2.Use the ‘B’ button to scroll down to ‘Prepayment’, then press button ‘C’ to select this option.
3.Scroll down to ‘Emerg. Credit’ and press the ‘C’ button to select this option.
ITRON
Press the return button to activate Emergency Credit.
EDMI
1.When emergency credit becomes available, the display will prompt you to activate
emergency credit.
2.Hold the return button to activate emergency credit
Secure
When the meter indicates Emergency credit is available, Press A.
Landis + Gyr
1.The meter display will advise that emergency credit is available
2.Press A to reach the meter index screen and then A again when the emergency credit
acceptance screen is displayed.
3.Press B to activate emergency credit.
Honeywell
1.Press the centre button to accept emergency credit when emergency credit becomes
available
2.Screen should then say “accepted”
Once activated, please follow the how to reactivate your energy supply process below.
4. How to reactivate your energy supply
For safety reasons, after you’ve topped up your balance above £0 and your meter is currently off
supply, you will have to reactivate your energy supply manually. Your electricity meter will be
ready to reconnect within minutes, however it can take up to 30 minutes for your gas meter to be
ready due to its battery saving sleep cycle.
For your safety, ensure all your gas appliances are switched off before trying to reconnect
your gas meter.
How you reconnect your supply will depend on the device (In-Home Display, Electricity meter
and/or Gas meter) you’re using. If you are a dual fuel customer, you will need to reconnect both
fuel types.
In-Home Display (Electricity only)
In-Home Display Unit Chameleon 6 and 7
1.Press the Menu icon and then ‘Activate’, followed by ‘Yes’.
2.Then press continue and your IHD will show ‘Your Electricity Supply is now active’.
3.Press ‘OK’ to finish and return to the home screen.
In-Home Display Unit Chameleon 3
1.From the Home screen, scroll through to “Activate Electricity Supply”. Then Press OK.
2.Then press HOME to return to the Home screen.
In-Home Display Unit GEO
1. Navigate to the prepay menu
2. Select ‘Yes’ when the pop up window shows ‘enable supply?’
If you are using your
Electricity meter
Aclara
When the meter is ready to be reconnected, press and hold the ‘A’ and ‘B’ buttons for about 10
seconds, you will hear a click when the supply has been reactivated.
EDMI
1.You should see the message “Armed hold ok to enable”.
2.Press and hold the “OK” button to enable the supply.
3.Your supply should now be reconnected.
Itron
1.Press any button to light up the display.
2.The screen will show the following message: “supply reconnect Confirm?”
3.Press any button to re-activate the supply. You should hear a clicking sound as the meter reactivates.
4.Your supply should now be re-activated.
Landis + Gyr
1.Short Press A and then short press A again – the Prepayment mode display will be shown
2.Press the B button briefly – the enable Supply display will be shown
3.Press and hold B button for more than 2 seconds – your meter should then reconnect
Kaifa
1.You’ll see the display message saying “disconnected”.
2.Press any button to reconnect.
Secure
Press A. The display will light up and the message “SUPPLY-READY” will appear on the screen.
Press A again and the supply should now be re-activated.
Honeywell
The contactor symbol will flash when the meter is ready to be re-enabled.
Press any button to re-enable the supply.
If you are using your
Gas meter
First, ensure you have turned off all Gas appliances.
Flonidan
1.At the bottom of the display the following messages will flash alternatively ‘Turn off
appliances’ and ‘Press button to connect’.
2.After pressing any button, the meter will check that there is no gas flow.
3.If there is no gas flow the supply will be restored.
4.If there is gas flow detected, you must start the process again after checking all gas
appliances are off.
EDMI
1.You should see the message “Armed ENABLE? Press OK”.
2.Press and hold the “OK” button to enable the supply.
3.Your supply should now be reconnected.
ITRON
1.Press any button to light up the display.
2.The screen will show the following message: “Armed Enable?” Press “OK” to Confirm.
3.Press any button to re-activate the supply. You should hear a clicking sound as the meter reactivates.
4.Your supply should now be re-activated.
Secure
1.Press A. The display will light up and the message “READY” will appear on the screen,
followed by “PRESS A” and “CONNECT”
2.Press A to display the message “PRESS B”
3.Press B to reactivate the supply.
Landis + Gyr
1.When “press B for Gas” is displayed, Hold B until advised to release.
2.Hold A to confirm appliances are off until display says release
3.Wait for valve to open for up to 30 seconds. If appliance was left on, you may be asked to
repeat these steps.
Honeywell
1.Hold centre button on the meter for few seconds till meter starts to attempt the valve re-open
process
2.The meter will display the progress of checking the gas flow to enable the valve to remain
open
3.Once this is completed successfully the display will say “gas flow check successful”.
4.Press centre button to confirm, otherwise it will not enable.
5.If process unsuccessful, meter will display “gas flow check failed, try again”
6.Press centre button to acknowledge
7.Let screen sleep and then re-awake screen to start process again.
If there is a gas flow detected, you must start the process again after checking all gas
appliances are off.
5. How to view your credit balance
You can view your credit balance on your In-Home Display (IHD) and on your meter. Your meter might refer to your credit balance as your “meter balance” – they mean the same thing. You can also view your credit balance in your online account. If you’re not set up yet, just email hello@goodenergy.co.uk and we’ll help you get started.
In-Home Displays (IHDs):
Chameleon 3, 6 and 7
- Press the home button to view your credit balance
GEO
- Press the return button to go to the main menu.
- Select meter balance.
Electricity meters:
Aclara
- Press the A button repeatedly until you see the meter balance option. Then hold down the A to view your credit balance.
- If you can’t see the meter balance option, press B once, then repeat the first step.
EDMI
- Press the ok button to wake up the display
- Hold down ok to view your credit balance.
Itron
- On the Home Menu, press the Select button to access the Main Menu.
- Scroll through and select the Account Info menu.
- Continue scrolling until you reach Meter Balance to view your credit balance.
Kaifa
- Press K1 to open the menu and view the meter balance.
- Select PERSONAL DATA and hold K1 to view the payment mode.
- Press K2 to move to the next screen, which shows your meter balance.
Secure
- Press B to wake the display.
- Press the number 4 twice to view your credit balance.
Landis + Gyr
- Press A to view your meter balance.
Honeywell
- Press B to wake the display and show your credit balance.
Gas meters:
Flonidan
- Press A to view your credit balance.
ITRON
- Press DOWN to scroll to ACCOUNT INFO, then press SELECT.
- Press DOWN again to find METER BALANCE, then press SELECT.
EDMI
- Press any button to wake the display.
The screen will then alternate between your PAYG balance and your energy consumption.
Secure
- Press B to wake the display.
- Press the number 4 twice to view your credit balance.
Landis + Gyr
- Press A to wake the display.
- Continue pressing A until you see your credit balance.
Honeywell
- Use the LEFT or RIGHT button to scroll to SUPPLIER INFORMATION.
Press SELECT to view your meter balance.
6. How to view your debt balance
You can view your up-to-date debt balance on your In-Home Display (IHD) and on your meter. You can also view it in your online account. If you’re not set up yet, just email hello@goodenergy.co.ukand we’ll help you get started.
In-Home Displays (IHDs):
Chameleon 6 and 7
- Select the Menu button in the bottom right.
- Select Debts.
Chameleon 3
- Go to the Menu, press OK, then use the arrow buttons to scroll to Debts’
- Select OK.
GEO
- Press the return button to get to the main menu.
- Select money owed.
Electricity meters:
Aclara
- Press the A button repeatedly until you see Accumulated Debt.
- If you can’t see this option, press B and then repeat the first step.
EDMI
- Go to the PREPAY menu and press and hold OK.
- Go to the DEBTS menu and press and hold OK.
- Press OK repeatedly until you reach DEBTS TIMED.
Itron
- On the Home Menu, press Select to access the Main Menu.
- Scroll and select Account Info.
- Continue scrolling until you reach ACCUMULATED DEBT.
Kaifa
- Select Personal Data and press and hold K1 to show the meter Payment Mode.
- Press K2 repeatedly until you see Acc debt, which is your total debt balance.
- Press K2 again to view your recovery rate.
- Secure
- Press B to wake the display.
- Press 5 twice to view your debt balance.
Landis + Gyr
- Press any button to wake the screen.
- When your meter reading appears,
press A.
- The meter will then run a quick display test where all symbols light up.
Press A again.
- You will enter the prepayment menu, which will scroll automatically
- When OWED appears, the amount shown is your current debt balance.
Honeywell
- Press B to wake the display.
- Press A to open the meter menu.
- Press B until PREPAYMENT appears, then press A.
- Press B until DEBTS is shown, then press A.
- Use B to scroll through the debt information.
Gas meters:
Flonidan
- Press B repeatedly until DEBT appears, then press C.
- Press B to scroll through the debt screens:
- DEBT 1 –Total outstanding debt on the account.
- DEBT 4 –Amount currently owed, including any emergency credit used, ongoing debt repayment, and energy consumed during friendly credit hours.
ITRON
- Press DOWN to scroll to ACCOUNT INFO, then press SELECT.
- Continue pressing DOWN to move through the options, and press SELECT to view:
- ACCUMULATED DEBT –Current amount owed, including any emergency credit used, debt repayments, and energy consumed during friendly credit hours.
- TIME DEBT 1 RATE –Your debt repayment rate.
- TIME DEBT 1 OWED –Remaining debt amount.
EDMI
- Go to the PREPAY menu and press and hold OK.
- Scroll to the DEBTS menu and press and hold OK.
- Press OK repeatedly to cycle through the following screens:
- DEBTS TOTAL –Total outstanding debt on the meter.
- DEBTS TIMED –Debt amount you’ve agreed to repay over a set period.
Secure
- Press V to wake the display.
- Press 5 twice to view your debt balance.
- Landis + Gyr
- Press A repeatedly until you see your total debt balance.
- Honeywell
- Use the LEFT or RIGHT button to scroll to DEBT INFORMATION, then press SELECT.
- Continue scrolling using the LEFT or RIGHT buttons until you reach DEBTS TIME BASED.
If you have any questions or need help getting reconnected, please call us on freephone 0800 254 0022 – we’re here to help. Our phone lines are open 9am to 5pm Monday to Friday but we also have an emergency line available if you need urgent support
outside of these times. Our emergency line is available 8am to 8pm on weekdays and 8am to 5pm on weekends and bank holidays.