Questions we answer in this guide
How do I top up a Smart PAYG Meter
You can either top-up online or with your Smart Card at any Payzone location around the Island.
Top-up online
If you plan to make multiple top-ups in the future, you should create a top-up account.
To create an account you'll need your 19-digit Smart Card Number and your email address.
Follow these steps to create a top-up account:
- Go to www.topup.je
- Register your name, email address and a password
- You'll receive a confirmation email
- Click 'confirm account' on the email and you are ready to top-up
Once you've created an account, follow these steps to top-up:
- Select 'top-up account'
- Key in the last 7 digits of the Smart Card Number, the first 12 digits have been pre populated.
- Key in the amount you wish to top-up (minimum £5)
- Complete the payment form with your card details. Your card details can be stored for future transactions.
- You'll receive confirmation that your payment was successful and a receipt to download. This will also be sent by email.
- Keep this receipt safe. Your payment should be added to the credit on the meter within an hour. If it is not, or you wish to add the payment sooner, use the 20 digit payment key code at the bottom of your email receipt.
One-off top-up online
- Visit www.topup.je
- Select one-off top-up
- Enter your 19-digit Smart Card number and email address
- Enter the amount you wish to top-up (minimum £5)
- Proceed to payment with your debit or credit card details
- You'll receive confirmation that your payment was successful along with a receipt to download. This will also be sent by email.
- Keep this receipt safe. Your payment should be added to the credit on the meter within an hour. If it is not, or you wish to add the payment sooner, use the 20 digit payment key code at the bottom of your email receipt.
Top-up at a Payzone location
You'll need your Smart Card to top up. This card carries your unique 19-digit Smart Card number.
Give this card to an assistant at any of the 50+ Payzone charging points shown on this map and purchase the amount of credit (minimum £5) you wish to put on the meter. Keep the receipt safe.
Your meter will be automatically credited with this amount within the hour directly from the point of purchase (less any debt/debit recovery, if applicable).
What should I do if my top-up didn't work?
If your meter doesn't top-up within 1 hour, you'll need to enter the 20-digit payment confirmation code on your receipt into your meter.
Follow these steps to manually enter the payment confirmation code:
- Press button 'A'
- Enter the 20-digit payment confirmation code
- Press button 'B'
If your meter doesn't top-up the correct amount, please contact our Customer Care team on 01534 505460.
Please note: The code is unique, will only work ONCE and only on this specific meter. It will NOT function again if the meter has successfully topped up automatically.
How do I check the credit on a Smart PAYG Meter?
The balance for smart PAYG meters can now be viewed on the My JE app. Simply log on and select the 'Balance' screen to see your latest meter balance and top-up transactions. For information on how frequently your meter balance is updated in the app, visit our My JE FAQs.
Not yet downloaded My JE? Find out how.
You can also check the credit on a Smart PAYG Meter by pressing button 8. The meter will scroll through to show your balance as follows:
F-Credit
Off Now/On Now
On at 21:00/Off at 08:00
(tonight's date)
PAYG Balance
£ XX:XX (Your credit)
Using Now (your usage since midnight)
X.XX KW
Cost Now (cost of your usage since midnight)
£ X.XX
Days Left
About X days = the estimated time your balance will last based on the previous day's usage
We recommend you check your credit regularly.
Take note of the credit before and after you top-up. If the credit doesn't increase after topping up, you'll need to manually enter your 20-digit payment confirmation code.
What happens if I run out of credit?
When your credit drops below £3, the screen will come on periodically to show a warning - 'Low Credit' - and display the balance on the meter.
When the credit falls below £1, 'Low Credit' and your balance will display more frequently, giving you a chance to activate Emergency Credit.
Activating the emergency credit
To activate Emergency Credit whilst your power is still on press button '7' to check the status of the Emergency Credit. Then press button 'A' to activate.
If you decline, you will not be offered emergency credit again until you top up the meter.
To activate Emergency Credit whilst your power is off press button '7' to check the status of the Emergency Credit. Then press button 'A' to activate.
You'll then need to connect the meter. Press button 'A' to connect the meter, then press button 'B' to confirm.
Reactivating the Smart PAYG Meter
A safety feature built into the meter prevents the power coming on after you've topped-up if no one is home.
Once you have topped-up, you will need to reactivate the meter. Press button '8' to check the credit is on the meter (if not, manually add it). Then press button 'A' to connect and button 'B' to confirm.
Why is there a debt collection on my payment?
We set the meter with £5 credit to start with, in addition to the Emergency Credit built into the meter. This is to ensure you don't have to immediately top-up until you are familiar with how to do it.
We recover this £5, along with any monies owed on your account, as a debt in stages as a percentage of your payments when you top-up.
Your receipt will show precisely how much you owe and how much electricity you are getting.
Can I top up for someone else?
You can top-up a Smart PAYG Meter for a friend or relative using the following methods:
- Top-up on-line or at the Payzone outlet, as long as you have their 19 digit Smart card number.
- Top-up over the phone as long as you have their 6 digit meter number.
Likewise, if you get into difficulties, you could ask a friend or relative to top-up for you.
I'm moving home, how do I transfer credit or remove debt?
Complete this online 'Change of address' form at least 48 working hours before your move.
We'll transfer any credit from your old property to your new one. We'll send a new Smart Card to make sure your future payments go to the right meter.
If you've registered for online top-ups at www.topup.je, remember to delete your existing meter details (the 19-digit Smart Card number) from your top-up cards .
Then you'll need to register a new top-up with your new Smart Card number. If you don't, you'll credit the meter at your former home.
Removing debt
If you completed a 'Moving Home' form we will have checked and removed any existing debt from your old meter.
If you are a new customer, please call us to register at the new premise, and we'll remove any debt from the meter.
Our Customer Care Team is available on 01534 505460 8am to 6pm, Monday to Friday.
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