If I pay in advance, how can I owe money?

There are a few different ways:

• You used the emergency credit to keep your power on. If this happens, you’ll need to pay back the amount you used. If you need to do this gradually, get in touch via one of the methods below to discuss spreading the cost of the repayment. 

• You’re repaying a debt through your Pay As You Go meter(s), which will take credit from your balance each day to repay your debt. 

• If you've asked us to apply additional support credit to your meter, we’ll add this as a debt to your meter. You’ll need to repay it through your Pay As You Go meter(s).

• You missed one or more daily standing charge payments due to not having enough credit. This would mean your meter goes into a negative balance.

• You were in a period of “non-disconnect” overnight or on the weekend (this means you wouldn’t run out of electricity at these times). But as a result, you might’ve built up a negative balance.

You can always contact us if you’re worried or struggling to pay for your energy. You can reach us by clicking the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669 and we’ll be able to talk through the different options together, and find one that's right for you.