1. What should I do if I haven’t received my key or card?
If you have not received your electricity key or gas card prior to the change of supply, you can use your previous supplier’s key and card until it arrives. Please register your Green Star Energy key or card as soon as it arrives. If your key or card has not arrived within 7 days, please contact us.
2. I’ve lost my electricity key or gas card or it’s been stolen, what should I do?
You will need to order another one from us. Please have your account number and meter serial number to hand when calling. You can find your account number detailed on your ‘Welcome Pack’ and the meter serial number on your meter, this is located underneath the bar code on the front of your meter.
To order another electricity key or gas card please call us on:
Telephone - 0800 012 4510*
We are open Monday to Friday, 8am to 6pm.
Electricity key
You can pick up a new electricity key from any shop that facilitates PayPoint and/or Payzone. We’ll give you an activation code and you can use this to pick up the key after one hour.
If you are unable to collect the electricity key we can post a new one to you to arrive within 3-4 working days.
Gas card
We will arrange for a gas card to be sent to you by post to arrive within 3-4 working days. We can offer you a next day delivery service from Monday to Thursday but this will be charged to you at a cost of £11.
Just to let you know that your first electricity key or gas card due to loss or damage is free of charge, thereafter there is a charge of £7 per electricity key or gas card.
3. What do I do if it’s out of hours during the week or the weekend and I’ve lost my electricity key or gas card, it’s been stolen or it’s not arrived in the post?
If you have no supply at all and do not have key or card, or if either is faulty, please contact us.
Your call will be routed to a company called Lowri Beck who manage our out of hours service. They will arrange for an emergency engineer appointment to visit you within 4 hours. The engineer will replace your meter and switch on the £5 emergency credit for electricity or provide you with gas credit until a new gas card is posted to you.
We will arrange for an electricity key or gas card to be sent to you in the post to arrive within 3-4 working days.
Just to let you know that your first electricity key or gas card due to loss or damage is free of charge, thereafter there is a charge of £7 per electricity key or gas card.
4. What do the electricity keys and gas cards look like?
The electricity key is on the left, and the gas card is on the right above.
5. How do I use my new electricity key or gas card?
After you have received your new electricity key or gas card, you will need to insert your electricity key or gas card in the meter for 1 minute for it to activate.
If you have credit on an electricity key or gas card from your previous supplier, please use this first. Once you have used this credit up, please use your new Green Star Energy electricity key or gas card. When you start to use our electricity key or gas card, you will be on our tariff.
You have to activate your electricity key or gas card at your meter before you take it to a shop to top up. Once you have topped it up you have to insert your electricity key or gas card into the meter to transfer the credit to the meter.
You do not need to activate your electricity key or gas card if it’s a replacement that’s been provided.
6. Does my key or card update from our change of supply date or the date when I first insert it into the meter?
You will pay Green Star Energy tariffs from the time that you first insert the key into the meter, until that time, you will pay your previous supplier’s rates. If you have any issues, please contact us.
7. Does the Green Star Energy electricity key or gas card wipe any credit that may be on the meter when inserted for the first time?
In the majority of cases, yes. You should insert the Green Star Energy key and/or card in order to reset the meter and apply our tariff charges. Please use up any credit prior to inserting and using our key and/or card.
8. Can I use the credit that I still have on my previous supplier’s electricity key or gas card
Electricity keys
Yes, you must use any credit left on your previous supplier’s electricity key before you use your new Green Star Energy electricity key.
Any credit that you have on your previous supplier’s electricity key will be charged on the tariff provided by your previous supplier and should be used up first. It is important that you use up any existing credit that you have before inserting our key so that you do not lose it. If you do not use up any existing credit we are unable to refund it to you.
Our tariff is only effective when you insert our electricity key into the meter for the first time. When our electricity key is inserted this will clear any credit with a previous supplier therefore, it is important to use it up first.
Once you have received your new electricity key from us and you have been notified of your ‘Change of Supply’ date you can start to use your new key on this date.
Gas cards
Yes, please use any credit left on your previous supplier’s gas card before you use your new Green Star Energy gas card.
Any credit that you have on your previous supplier’s gas card will be charged on the tariff provided by your previous supplier and should be used up first. It is important that you use up any existing credit that you have before inserting our card so that you do not lose it. If you do not use up any existing credit we are unable to refund it to you.
Our tariff is only effective when you insert our gas card into the meter for the first time. When our gas card is inserted this will clear any credit with a previous supplier therefore, it is important to use it up first. Once you have received your new gas card from us and you have been notified of your ‘Change of Supply’ date you can start to use your new card on this date.
9. What is emergency credit?
Prepayment meters have £5 of emergency credit built into them. This is activated when the purchased credit has reached a limit set by the energy company. Green Star Energy have set this limit at £3. This means that if your credit goes below £3, your £5 of emergency credit will be switched on.
It’s there to help you in an emergency if you’re unable to get to a PayPoint, Payzone or Post Office to top up your electricity key or gas card.
You can only get emergency credit if you have an electric or gas prepayment meter.
When you next top up, you’ll need to buy enough credit to cover the emergency credit you’ve used. It will also need to cover your everyday use, any build-up of standing charges and any repayments you’re making.
10. How do I get emergency credit?
Electricity meters and emergency credit
When your electricity meter beeps, it’s a warning that you’ve got less than £3 of credit left. To get your emergency £5 credit, just take out your key and then insert it again into the meter and it will transfer the credit. The display on your meter will change to show the letter ‘e’ when you’re using emergency credit. It will also show how much emergency credit you have left.
If you run out of credit during the night your electricity supply may stop.
Gas meters and emergency credit
When your gas meter beeps, it’s a warning that you’ve got less than £3 of credit left. To get your emergency £5 credit, just take out your card and then insert it again into the meter and press the red button, ‘A’. The meter displays ‘Emergency credit in use’ to show that it’s in emergency credit mode. It will also show the emergency credit you have left.
If you run out of credit during the night your gas supply may stop.
11. If I run out of credit on a Friday, will I lose supply over the weekend?
Yes. Please visit your nearest outlet to top up your key and/or card.
Lowri Beck provide our out of hours support for both electricity and gas customers. If it is outside the hours of 8am - 6pm, Monday to Friday and you have no supply at all, do not have an electricity key / gas card, or it’s faulty, you will need to contact us.
12. How do I pay back emergency credit?
Electricity meter and repayment of emergency credit
When you next top up, you’ll need to buy enough credit to cover the emergency credit you’ve used. It will also need to cover your everyday use and any repayments you’re making. The meter won’t collect any debt or standing charges whilst in emergency credit mode so you need to top up enough to cover this too. To find out the smallest amount you need to top up, press the blue button once on your meter.
Gas meter and repayment of emergency credit
When you next top up, your emergency credit will be repaid from this following the repayment of any debt repayments that are due. After this, any remaining credit will go towards any standing charges that have built up during emergency credit mode (standard charges are not applied when in emergency credit). Any further credit remaining will go towards your everyday use.
To see how much energy you’ve used, remove the card and press the red button ‘A’.
13. Can I get emergency credit again if I’ve had it before?
Yes, emergency credit can be provided again for electricity and gas providing the emergency credit previously used has been repaid in full. It should only be used again in an emergency.
14. If my credit runs out when I’m away from home, will my emergency credit start automatically?
No, it will not start automatically if you run out of credit. In order to start emergency credit someone needs to be able to take out the electricity key or gas card and insert it back into the meter so your supply will continue.
If you are going away, please check that you have enough credit to last until you return.
15. What happens if my credit goes down to £0?
If your credit goes down to zero on any day of the week, a valve in the meter will close to switch the electricity or gas meter off. When this happens you can get it back on again by topping up, inserting your electricity key or gas card and following the instructions on the meter screen.
Try to keep a bit of credit on the meter at all times to stop it switching off.
However, if your meter display says ‘call help’ you’ll need to get in touch with us and wait for an engineer to come and reset your meter to switch it back on again.
If this happens please contact us.