Help & Advice Tip: My Pay-As-You-Go Top-Up meter is not working! I have no heating. My meter has error codes. Please Help!

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Top Up Meter/Pay As You Go

Releasing our emergency credit on a libra Pay-As-You-Go Top Up meter

Firstly, make sure all gas appliances are switched off!

Insert gas card:

  • Then, press and hold the black button ‘B’, until the meter flashes ‘release ‘B’, or ‘Let Go’. 
  • Remove card and after 30 seconds you will hear a clicking sound and this is the valve reopening.
  • It can then take up to a further minute for the display to change from ‘Off’ to ‘On’, or ‘C’ to ‘O’ (open). You will then need to reset your boiler.

Resetting Boiler

To do this, please consult your boiler manual that was supplied by your installer; alternatively please contact any gas safe installer to assist you. A gas safe registered installer can be found by entering your postcode here

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If you have an Urgent Query, please contact our customer services team on: 0330 024 9000

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What kind of business are you?

Why am I having to do this?

To give you the most accurate information for your town and county, please enter your postcode below.

How do you pay for your natural gas?

By Credit

Do you receive a monthly bill for your energy usage?


With a Pay as You Go card

Do you purchase a top-up card for your energy?


What kind of business are you?

Small or Medium Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.


Large Business

Large businesses spend about £250,000 or less per bill

Make sure you have your bank details and SMP or meter serial number ready

Bank details

All we need is your account number and sort code *


SMP Number

This is the number usually at the top right of your bill or on your connection paperwork

Okay, I have them

If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0330 024 9000
If you don’t have this number, call our switch team on 0330 024 9000