Being in and out of lockdown has affected a lot of systems and services, and whilst we’ve managed to avoid most potential changes, we’re currently unable to get physical cards out to customers with smart meters.
This is down to being unable to have people in the office (or limited staff in the office when not in lockdown), which means there was no one to post these out to customers.
Instead, though, we’ve been generating a barcode for customers. This can be emailed to you, but you can also find this on your app.
It can take up to 5 days to get a barcode generated and sent over, but in the meantime, you should be able to provide the top up codes we’ll provide to a PayPoint operative, who can type them in. Also, helpful forum user