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For home. Lost or damaged prepayment key or card – how to get a new one. If you’ve lost or damaged your prepayment key or card, don't worry. We can help you get a replacement quickly and easily. Find out how to get a new one and start topping up your prepayment meter again.
How it works. On the meter key pad press button A, screen will show ‘Vend Mode’, press button number 1. Screen will show Vend Mode ‘enter token’. Enter UTRN using number buttons. If you need to go back, use button A. Screen will show if accepted or rejected.
It's sometimes possible to keep your current tariff when you move home. The two key things you need to do are: Tell us you're moving out – before you move! Give us your moving in details – you'll need details of the new property you're moving into. You can do all this in MyAccount up to 14 days before you move.
We can give you the answer for your type of account, once we know what your account number starts with. You can find your account number in MyAccount, and on your EDF bills, emails and letters.
Can I get a refund if I'm in credit? We can give you the answer for your type of account, once we know what your account number starts with. You can find your account number in MyAccount, and on your EDF bills, emails and letters.
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Once you've had independent debt advice, you can apply to our Customer Support Fund on the Let's Talk website. To apply, you will need: Your EDF account number (find it on your energy bills or EDF emails) The current debt balance on all EDF accounts you have. Details of your household finances and vulnerability.
