What do I do if I've lost my top-up card?

  • Updated

If you have lost your top up card, please do not worry as you can still make payments using a variety of methods.

Online: You can pay online using one of the payment links provided below - first check which system applies to you.

PAYG photos labelled.JPG

Guru Hub - https://dataenergygurupayments.paypoint.com/Energy/

Secure Hub - https://iknowattpayments.paypoint.com/Energy

IKW3 Hub - https://customer.dataenergy.co.uk/login

If you have an IKnoWatt (IKW3) Hub and an active Customer Portal account, you can make payments and set up automated alerts that will notify you when:

  • Your balance runs below a certain amount
  • Your balance has run out and the supply was isolated
  • Top up payments are successfully made.

If you haven’t created a Customer Portal account yet, please refer to our How do I create a Customer Portal account? article.


QR Code: If your meter has a QR code, you can scan this with your mobile phone to be taken directly through to the payment section of our online portal.


In-store: You can make a payment at any retail outlets facilitating PayPoint across the UK, using your Pre-payment or ‘top-up’ card. No registration is required, and your card will be ready to use straight away! You can also contact our Customer Care team by submitting a support ticket and one of our advisers will provide you with an electronic barcode linked to your unique 19-digit PayPoint number. You can take this barcode to a PayPoint outlet closest to you to make a payment in-store. If you do not have a pre-payment card, please refer to our ‘What do I do if I’ve lost my top-up card?’ article.


Over the phone: by contacting us on 01279 810 119. Our phone lines are open Monday to Thursday, between 9am and 4pm.


Alternatively, you can request the bank account details linked to your development by submitting a support ticket. You can then pay through bank transfer or by setting up a standing order via your online banking app. Please note, Direct Debit is not available for PAYG customers.


If you would like to request a replacement top-up card, please contact our Customer Care team over the phone via 01279 810 119 or by submitting a support ticket and one of our advisers will get back to you shortly. We can send you a new top up card via post within 3-5 working days, however, please note that a card replacement fee of £5 will incur.



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