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Published: 15/12/2020

How do I pay my Npower bill?

Gas & Electricity top-ups

You can pay your Npower bill by topping up your Npower energy card at a Payzone or Post Office store, via direct debit directly through Npower or making payments over the phone or online with a credit or debit card.

Prepayment Meter top up

To top up your prepayment meter with Npower, take your energy card to your nearest Payzone store or Post Office branch. All Payzone stores accept cash payments while debit and credit card payments can be made at the discretion of the retailer.

Direct Debit

You can pay your Npower energy bill by direct debit by setting up an online account. You can pay in fixed monthly payments so the same amount is paid each month, or opt for variable monthly payments. Variable monthly payments are determined by the amount of energy that you use. You can set up a direct debit online or over the phone on 0800 073 3000.

Telephone Payments

To pay your Npower energy bill over the phone, call the 24-hour automated payment line on 0800 073 3000. They accept all major MasterCards and Visa Cards. To speak to a member of the Npower Customer Service team about your payment call 0330 100 3000.

Online Payments

You can pay your Npower energy bill online via the Npower mobile app, the Npower website or your internet banking app.

To pay your bill via the app, download the app from the Apple App Store or Google Play and follow the account setup instructions. You can make instant payments, submit meter readings, set up reminders and more.

To pay your bill via the Npower website, access the account login area here. The secure, web-based payment service will take your online payment.

To pay your bill via your internet banking app, make a bank transfer to Npower using their Sort Code: 62-30-09 and Account Number: 00000000 and quote your Npower Customer Account Number as the reference.

Prepayment Meters

How do I get a new Npower (gas/electric) top up card?

If you need a replacement Npower pay-as-you-go energy card, you can collect one from your nearest Payzone SuperAgent. Payzone SuperAgents are highlighted in blue on our Store Locator. Or, you can ask for a card to be sent to you via post. It can take up to 3 working days to arrive.

Before you collect a new card you need to get in touch with Npower for an activation code. You can do this by calling 0330 100 3000 or contacting help and support on their Facebook page, or tweet @npowerhelp. Customer support is available online 8am to 8pm from Monday to Friday and 8am to 6pm on Saturdays.

Where can I top up my Npower prepayment meter?

You can top up your Npower prepayment meter at any Payzone store or Post Office branch. There are over 24,000 Payzone stores and Post Office branches across the UK. Use our Store Locator to find your nearest Payzone retailer or Post Office.

How do I top up my Npower Smart meter?

There are 3 different ways you can top up your Npower Smart meter; over the counter, online or over the phone.

At a Payzone Store or Post Office Branch

For customers with a Smart prepayment meter, you can top up your electricity meter over the counter at over 24,000 Payzone stores and Post Office branches. Take your Npower energy card to your nearest Payzone store or Post Office branch and top up over the counter with cash. You can top up any amount from £1 to £49 in a single transaction. Once you have topped up your Npower electricity key put it into your meter. The credit will transfer to your meter automatically. This is the only way to top up your electricity if you have a standard prepayment meter.

Online

To top up your Npower Smart meter online, log in to your Npower online account and click the ‘Top Up’ button. Enter the amount you want to top up, choose which credit or debit card you want to use and enter your 3 digit security code before confirming your payment.

You can also top up through the Npower app, which can be downloaded through the App Store or Google Play.

Telephone

To top up your Npower Smart meter over the phone, call 0800 073 3000 or 0330 100 3000. You will need your customer reference number and your debit or credit card details.

How do I top up my Npower meter without a card?

If you’re a customer with a Npower prepayment meter, you can’t top up without a gas card or electricity key.

If you have lost your gas card or electricity key or need a replacement, you can collect one from your nearest Payzone SuperAgent. Payzone SuperAgents are highlighted in blue on our Store Locator. Before you visit your nearest store, you need to contact Npower for an activation code. You can do this by calling 0330 100 3000 or contacting help and support on their Facebook page, or tweet @npowerhelp. Customer support is available online 8am to 8pm from Monday to Friday and 8am to 6pm on Saturdays.

If you’re a Npower customer with a smart meter, you can top up without a card online, through the Npower app or over the phone.

Why is my Npower top up card not working?

If your Npower top up card is not working, there could be a problem with either your meter or your card.

  • Give your card a wipe and try again.
  • Check if the card or key is inserted correctly.
  • Check your meter for error messages.

If your card is still not working, contact Npower and call 0330 100 3000. If your card is damaged, Npower will give you an activation code so that you can collect a replacement from your nearest Payzone SuperAgent. Payzone SuperAgents are marked in blue on our Store Locator.

How do I put emergency credit on my Npower meter?

Your Npower prepayment meter has an emergency credit that is built into the meter if your
credit runs out. The value of emergency credit available is £7.00 (or £12.00 for dual meters).
You can access emergency credit if your metre has less than £1.00 of credit left.

To release emergency credit you need to insert your Npower card or key into the meter and it will switch to emergency credit mode. You will know if you have triggered emergency credit as the meter will display an ‘E.’ Only use the emergency credit if you really need to, as you’ll have to pay it back the next time you top up your meter. This will include outstanding debt and any standing charges that have built up while you’ve been using the emergency supply.

What is the minimum amount you can put on a Npower Card?

The minimum amount you can put on a Npower energy card is £1, up to a maximum of £49 in a single transaction. Your meter will hold a maximum of £255.

Additional Questions

How do I let Npower know I’m changing address?

If you’re moving home and you’re on a prepayment meter you’ll need to let us know so that you only pay for the energy you. You should also leave your card/key in the meter as it won’t work in your new home.

If you don’t have a prepayment meter, you can let Npower know you’re changing address by phone or online.

By Phone

If you're moving or have moved home, you can contact Npower on 0330 100 8658.

Online

To let Npower know you’re changing your address online visit the ‘Moving Home’ section on their website for more information.

How do I contact Npower by phone?

You can contact Npower’s 24-hour automated line by calling 0800 073 3000. To speak to a member of the Customer Support Team call 0330 100 3000. They're open from 8am to 8pm from Monday to Friday, and 8am to 6pm on Saturday.

How do I contact Npower by email?

To speak to someone about an issue with your Npower account it is best to use the Live Chat function on their website. To make a complaint, you can email complaints@npower.com.

How do I contact Npower out of hours?

In some cases, you may need to contact Npower out of hours.

If you need to report a power cut, call 105. 105 is a free nationwide number that will put you through to your local electricity network operator.

If you need to report a gas leak, you can call the National Grid Emergency Line on 0800 111 999.

If you’re experiencing issues with your meter, such as loss of supply, call the Npower team on 0800 073 3000.

Npower is open 8am to 8pm Monday to Friday, 8am to 6pm on Saturday. If you’re calling outside of these times, you can call the Npower emergency metering team on 0800 048 0540.

Who qualifies for Npower Warm Home Discount?

There are two ways you can qualify for the Warm Home Discount scheme.

If you are a pensioner who receives the Guarantee Credit element of Pension Credit you are eligible for the Warm Home Discount.

Or, if you are on a low-income and receive income support, income-related employment and support allowance (ESA) or income-based job seeker’s allowance you may also be eligible. However, your benefit must include one of the following:

  • Child element for children aged 5 or under
  • Disabled child element
  • A disability or pensioner premium

You can apply to the scheme here.

 

 

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