What if my top up doesn’t work?
Don’t worry when you top up through the ScottishPower App or using the barcode at a shop, you’ll always get a Unique Transactional Reference Number (UTRN).
This 20-digit number acts like a receipt - so, if your top up doesn’t automatically apply to your meter, you can manually type your UTRN into your In-Home Display or directly into your meter. Once you’ve typed in the UTRN number into the meter, the credit should show on your balance.
We have some video guides below demonstrating how to enter a UTRN number into your meter. The buttons that you use to complete this process will vary depending on the type of smart meter you have
I have topped up but I’m still off supply. Why is this?
You may need to reconnect it. Further advice on how to reconnect your meter can be found here.
It is worth noting that:
• Top ups can take up to 1 hour to update on your meter.
• If you are topping up for the first time having not used your supply for a period of time, you may have built up daily standing charges, which are applied to your meter even when you’re not using energy.
• Similarly, if you have an agreed debt recovery rate and haven’t made regular top ups, you may have built up debt. To start using energy again, you’ll need to top up enough to clear any debt on your meter, plus the amount of credit you’d like to add
How do I get my smart meter back on supply?
If your gas or electricity meter goes off supply, you’ll need to reconnect your meter. Before starting the process, you’ll need to top up or activate the emergency credit function on your meter. This is because your meter requires credit before we can reconnect the supply. To help get your meter back up and running, we’ve outlined the steps you need to follow below. Please note that the instructions and screen displays mentioned may differ slightly depending on the type of meter you have.
If you have an electricity meter:
• Before attempting to reconnect your meter, please turn off all major electrical appliances.
• To turn your meter on, press and hold the middle or ‘Okay’ button.
• From the home screen on your meter, wait until the message “Armed Hold Okay” is displayed.
• Press the middle or ‘Okay’ button and your supply will turn back on.
If you have a gas meter:
• If you’re reconnecting your gas meter, make sure all your gas appliances are turned off (including your boiler) before you start.
• To turn your meter on, hold the middle or ‘Okay’ button.
• From the home screen on your meter, wait until the message “Armed Enable” is displayed.
• Your meter will now carry out a gas appliance check. Once complete, press the middle or ‘Okay’ button again - your gas supply should now be back up and running.
• If you didn’t turn off all your gas appliances at the start, the valve will re-close as a safety precaution. If this happens, you will need to make sure all your gas appliances are switched off and then repeat the process by going back to step 1.
I have received an error message when attempting to top up via the app
Any system errors should only be temporary meaning you’ll able to use the app at a later date to top up. If you require to top up immediately to prevent your supply going off, please use your barcode to top up at your local Post Office or Payzone outlet.
If we have not completed the process of setting up your smart Pay As You Go account, there may be a slight delay in you being able to top up via the app. The below error message will be displayed when you attempt to top up.
We've noticed that your electricity meter / gas meter is not operating in Pay As You Go mode. Please don't worry, you'll not go off supply. We're working hard to resolve the issue
Last updated: 8 May 2023