[JuliePhillips]

Can you turn on emergency credit during friendly credit hours?

Has anyone else found they can only turn on emergency credit from the app?
I can select to turn on emergency credit on my in-home-display, but it doesn't seem to actually turn it on.
So I have to turn it on via the app.

[JacobCX]

Hi @JuliePhillips

Great question!

Emergency credit is there to provide extra help when you have reached a £0 balance on your meter.

Friendly credit kicks in at certain times and extends your supply until a future time when top ups will be more convenient.

Typically friendly credit won't activate if your emergency credit hasn't been used as it would take away control on how energy can be used. You absolutely can activate your emergency credit during friendly credit hours and in many cases might need to do so if you are unable to top up directly. After the £15 credit for your emergency credit is exhausted the friendly credit hours would prevent the supply going off until the next applicable working day.

Emergency credit can be turned on directly at the meter and should be accessible from the in-home-display as well as the app. If the in-home display is not activating emergency credit when required there might be a signal issue between the device and the meters. I'd recommend moving it closer to the meters as a first step and if it continues to have issues contact our customer service teams to do some checks.