Need image of our top up cards

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

New cards can take up to 3 weeks to arrive. You can make top ups without your Keypad card, if you have your 19 digit Keypad Premise Number (KPRN) on hand. That number will begin with ‘9826’.

Please note, Phone lines open Monday to Friday 8am to 7pm, Saturday 9am - 1pm. Calls are recorded for quality assurance purposes.

You can still make top ups without your Keypad card if you have your 19 digit premise number to hand. This should begin with the numbers ‘9826’ and can be found on a previous top up receipt. If you don’t have a receipt, call us 0XXX XXXX XXXX and we'll provide you with your 19 digit premise number.

Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

Keypad is a convenient way to support household budgeting by being able to keep a track of what you’re spending. If you are thinking of getting a Keypad meter installed at your property, call us on 0XXX XXXX XXXX.

Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

Getting your Keypad installed
We’ll organise a date and time that suits for an NIE electrician to remove your standard meter and replace it with a Keypad meter. After this you’ll pay as you go.

A meter reading will be taken at this stage which we’ll use to calculate your final balance. We will then issue your final statement within 4-5 days of your Keypad being installed.

Step 1
There are a number of ways to top up with Share Energy:

• Online – www.share-energy.com
• At any PayPoint – have link to PayPoint outlets
• The Share Energy app – link to download of app
Please note that you will need to know your 19 digit KPN before topping up.

Step 2
When your payment is approved you will receive a 20 digit top up code.

Step 3
Go to your meter

• press the * button
• Enter your 20 digit top up code
• Press the # button when you have successfully entered the 20 digit top up code
• An “accepted” message will be displayed on the meter screen.

__PRESENT

__PRESENT__PRESENT__PRESENT

* Press this before entering top up codes.
# Press this after entering top up codes.
# Press this to see the amount of credit left.
1 Credit time left in days.
2 Cost of previous day’s, week’s, month’s use.
3 Unit rates and number of units left.
4 The last five top up codes entered.
5 Total money entered into meter.
6 Electricity being used presently in kilowatts.
7 Standing charge repayment rates per day if applicable.
8 Highest consumption in any half-hour in last 24hrs and when it occurred.
9 Total units used.
0 Display test, time and date.

Yes.  This can be done through our app.  Please download the app.

If there is an outstanding balance on your account, a percentage of each top-up you buy goes towards reducing this until it is cleared.

To help keep track of this, we’ll send you an annual account statement and we'll let you know as soon as the outstanding balance has been cleared.

If you have any issues/concerns, give us a call on 0XXX XXXX XXXX.

Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

If you know the person who’s card you topped up you should sell the top up code to them and then 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 0XXX XXXX XXXX.  Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

If you have lost a top up code, don’t worry there are a number of ways to retrieve the top up code:
•    Log in to our customer portal
•    Use our App
•    call us on 0XXX XXXX XXXX.  Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.

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

If the code is still being rejected, please:
•    Check that you have entered all digits correctly.
•    Ensure that your code is entered as one long number.
•    Check the 19 digit premise number on your Keypad card matches the one on your receipt, website or app and begins with ‘9826’.
•    Check that you have topped up using your own card rather than a friends or relatives as it relates only to your Keypad meter.
For customers making online payments, please remember that when topping up online, you may need to confirm your payment with your bank/building society. Please follow their usual online payment process to complete your transaction and make sure that your top-up purchase is completed successfully.

If you are still having issues you will need to speak to our customer care team. Call us on 0XXX XXXX XXXX.  Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.
Have you received any of these messages?
o    Duplicate: The top up code has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and enter the new top up code, making sure it’s not one you’ve used before. If you press button ‘4’ you can see the last five top up codes entered into your meter.

o    Incorrect: You have entered the incorrect top up code. Wait until the message clears, press the ‘*’ button and then re-enter the code.

o    Wrong Tar: You have not entered the most recent tariff change code, which we issue when the rate your electricity is charged changes. If you have lost your top up code you can find it by logging into your online account, Energy Online. Select the 'previous top up code' from your Keypad dashboard and then select 'retrieve previous top up code' to view the last top up code you purchased.

If you are facing this issue outside our working hours, or your electricity supply is off, please contact NIE Networks on 03457 643 643 (available 24 hours a day, 7 days a week).

o    Credit Hi: You have too much credit on the meter (the maximum limit is £999.99). Keep your top up code in a safe place until you have used up some credit and then you can use it.

o    Error: There has been a delay of more than 20 seconds between entering each digit, re-enter your top up code quicker.

o    Kblock:This means that your top up code has been rejected five times in a row. Wait until the message clears, then re-enter your top up code.

This is an annual statement to show how much electricity you have used in the last year and will also include the following information relating to your account:
o    Discount received, (if any)
o    Total number of top ups
o    Tariff
o    Unit rate
o    Usage

This statement is purely for your information, you don’t have 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.

Our friendly credit means that we’ll continue to supply you if you’ve run out, even at less social hours.

To give you enough time to buy a top-up, friendly credit is given automatically on:

Weekdays - if your emergency credit runs out after 4pm (winter) or 5pm (summer), Monday to Thursday, the supply will stay on until 8am* the following day.

Weekends - if your emergency credit runs out after 4pm on a Friday, the supply will stay on until *8am the following Monday.

Holidays - friendly credit will not run out on any of the following dates and your supply will stay on until 8am* the following working day: 1st January, 17th March, 12th July and 25th December.

Remember, the next time you buy electricity, the amount of emergency credit and friendly credit used will be deducted from your balance.

* 11am (winter) and 12pm (summer) with Economy 7, extended friendly credit and for other tariffs on request

When you turn the low-credit warning sound off you will automatically get £3 Emergency Credit. 

If you do not turn the warning sound off, your supply will switch off. Should this happen, simply press any button and your £3 Emergency Credit will come back on after a few seconds.

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

Keypad top-up codes usually have 20 digits. However, when a change needs to be made to your meter, you’ll receive a longer code. When you buy a top-up after electricity prices have changed, you will be given a special 40 or 60 digit code, depending on your tariff. This will credit your Keypad with your top-up amount and update it with the new unit rate. 

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

If you have received a longer top-up code, simply key it in as normal.