If you’ve lost your keypad card, you can order a replacement by giving our customer care team a call on 0808 304 9870.

Please note that new cards can take up to 3 weeks to arrive. You can still make top-ups without a keypad card, though - simply use your 19 digit Keypad Premise Number (KPN) which should begin with ‘98260287’.

Phone lines are open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for training and quality assurance purposes..

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It's possible to top-up without your Keypad card - you'll just need to have your 19 digit keypad premise number, (KPN) to hand.

The KPN begins with the numbers ‘98260287’ and can be found on any previous top-up receipt. If you don’t have a receipt, call us 0808 304 9870 and we'll confirm your 19 digit premise number.

Phone lines are open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for training and quality assurance purposes..

If you're considering getting a keypad meter installed at your property, we’ll organise a date and time that suits an NIE engineer to replace your standard meter with a keypad meter. After this, you will pay for your energy on a pay-as-you-go basis.

We’ll use a meter reading to calculate your balance, and issue your final paper bill within five days of the keypad installation.

Keypads are a great way to keep track of how much electricity you use -  call us on 0808 304 9870 to get started.

Phone lines are open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for training and quality assurance purposes.

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There are a number of ways to top up with Share Energy

• By clicking on the "Top-up" link at the top of our website

• By visiting any retail outlet with a PayPoint 

• Via the Share Energy app 

Please note that you'll need your 19 digit KPN before topping up. When your payment is approved, you'll receive a 20 digit top-up code which must then be entered into your keypad meter. To do this: 

1.  Press the * button

2. Enter your 20 digit top-up code

3.  Press the # button 

If your top-up is successful, an “Accepted” message will be displayed on the keypad meter's screen.

Your keypad meter contains a wealth of useful information to help manage your electricity usage. Below are some of its functions explained.

Press * - before entering top-up codes

Press # - after entering top-up codes

Press # - at all other times to see remaining credit

Press 1 - to view remaining credit time (in days)

Press 2 - to view cost of previous day/week/month usage

Press 3 - to view unit rates and units remaining

Press 4 - to view the last five top-up codes entered

Press 5 - to view total credit added to the meter

Press 6 - to view current usage in Kilowatts

Press 7 - to view standing charge repayment rates per day (if applicable)

Press 8 - to view highest consumption in any half-hour within last 24hrs (and when it occurred)

Press 9 - to view total units used

Press 0 - to view test, time and date

Yes. Please download the Share Energy app and follow the instructions.

If you have received a 'friendly' or 'emergency' credit, it's possible that some of the top-up amount is being used to repay it. 

If you have any issues or concerns, give us a call on 0808 304 9870.

Phone lines open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for quality assurance and training purposes.

If you know who the card belongs to, the best approach is to sell the top-up code to them and purchase a new code for yourself, using the correct keypad card.

If you don't know whose card or premise number you have used, please call us on 0808 304 9870.

Phone lines open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for quality assurance and training purposes.

Don't worry. There are a few ways to retrieve the top-up code. You can:

• Log in to our Customer Portal

• Use the Share Energy App

• Call us on 0808 304 9870.

Phone lines open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for quality assurance and training purposes.

Don't worry, there are a few things you can do:

Make sure that you are pressing the ‘*’ button - followed by your 20 digit top up code, then the ‘#’ button to finish.

If you are following the above steps and the code is still being rejected, please check if:

• All 20 digits have been entered correctly

• The 19 digit premise number on your keypad card matches the one on your receipt, website or app (and begins with ‘98260287’).

• You have used your own keypad card, rather than a friend or relative's. Remember that each keypad card works with one meter only.

If you are topping up online, it may be necessary to confirm a payment with your bank or building society. Please follow their usual online payment process to complete the transaction.

If you are still having issues, reach out to our customer care team on 0808 304 9870.

Phone lines open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for quality assurance and training purposes.

This is an document we send annually to show how much electricity you have used in the past year, as well as the following account information:

• Discount received (if any)

• Total number of top-ups

• Tariff

• Unit rate

• Usage

This statement is purely for your records and will not require you to take any action.

Yes. Press button 2 to see how much you have used in pounds and pence each month (for the last 13 months).

Friendly credit
With our friendly credit, if you run out of electricity, we’ll continue to supply you in order to give you enough time to buy a top-up.

From Monday to Thursday, you'll automatically receive a friendly credit if your electricity runs out after 4pm (5pm on summer days). This friendly credit will last until 11am the following week day (12pm in summer days).

If your credit runs out after 4pm on a Friday, we’ll supply energy until  11am on Monday morning (12 pm on Summer days).

On holidays such as January 1st, March 17th, July 12th and December 25th, we'll keep your supply running until 11am the following working day (12pm on Summer days).

Please note that when you next top-up, the amount of any emergency or friendly credit used will be deducted from your balance.

Emergency credit
When you hear the "low credit" chime on your keypad meter, turn it off and we'll automatically send you a £3 emergency credit. 

If you do not turn the warning sound off, your supply will switch off. If this happens, press any button on the keypad and the £3 emergency credit will be added.

The minimum top-up amount across all of our payment channels is £10.

Usually, keypad top-up codes have 20 digits, but you may receive a longer number if the tariff has changed. In this case, you'll receive a 40 or 60-digit code. This will credit your keypad with the desired top-up amount and apply to the new unit rate to all future usage.

You may also receive a special 40 or 60-digit top-up code should we need to update your meter.

While the code may be longer, the procedure to enter it remains the same.