How do I top up my meter?

Please carry on topping up your meter with your top-up cards/key. Once we’ve created your account, we'll send you new cards. You can then top up online, or on the Shell Energy Top Up app if you have a smart meter.

Can I still use the same app to top up? 

Once you receive your new cards, you can download the Shell Energy Top Up app. You can then top up using the numbers on these cards. 

Will I still have emergency credit?

Yes, your meter will still give you an emergency-credit option if you’re running low on supply and are unable to top up straight away. 

Will I still have friendly credit? 

Yes. For smart meters, friendly credit applies between 8pm and 9am Monday to Friday, and 8pm Friday to 9am Monday (or next working day on bank holidays). For traditional meters, friendly credit applies from 6pm to 9am Monday to Friday, and 6pm Friday to 9am Monday (next working day on bank holidays).

I’m struggling to top up. What should I do? 

Please call us on 0330 094 9180, so that one of our customer-service agents can support you with options to keep you on supply (lines are open 8am to 8pm Monday to Friday, 9am to 4pm Saturday.)

I’ve topped up, but it’s not showing on my meter

Please call us on 0330 094 9180 and one of our customer-service agents will be able to help (lines are open 8am to 8pm Monday to Friday, 9am to 4pm Saturday.)

I was in the process of changing to a prepayment meter – will this still go ahead?

No, this won’t happen. But once we’ve set up your account, you can contact us to discuss your options.

I’ve lost my card. How do I get a new one?

Call us on 0330 094 9180 and one of our customer-service agents will be able to help you (lines are open 8am to 8pm Monday to Friday, 9am to 4pm Saturday.)