Help please re Utilita and getting credit on?

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Hi can anyone help please? Heading to relatives soon and want to be able to help.

A relative is on a prepay meter. Energy through Utilita.

New card received and used at the shop to
top up credit.

Credit hasn't gone on and this was yesterday.

There are three lines on the receipt.

I have no idea about any of this can anyone explain really simply for when I go round what I need to do to get this credit on?

Many thanks

Utilita have a customer help line and any problems with credit not registering on the meter they can fix remotely. First try to enter the voucher number into the metre. You can also make a guest payment online if you know the address and have the number of the payment card. IME if the meter is in debt with 'friendly credit' you might have to top up again to restore power. There are lots of videos online showing you how to operate the different meters.

Thanks I think the other issue was getting through on the phone but may do a guest top up and see if that helps.

Easiest way is a manual top up where you type in the no on receipt directly onto the meter. This goes on instantly. Google “manual smart meter top-up “and you’ll get clear instructions

Thank, that is what I ended up doing. I think as the number is so long, relative was putting it in wrong and locked the system. All done now.

Apparently there is a signal issue which needs to be rectified but there are no current available dates for an engineer to visit.

Utilita have an app that you can use to top up for the future. My dad has pre pay meters and can’t get to the shop/ not tech savvy. So I saved his card to the app and top it up for him when it’s running low. Depending on your relationship with your relative that could be an idea?

I can't get through to them on the phone. I tried twice and was on hold for an hr both times and gave up. There app is really good though and there is a support section on it

I downloaded the app and offered to try the guest top up but relative reluctant to even do that. Thinks that as there is no signal the top up will get stuck then he will lose it.