Most top-ups processed through PowerPay Solutions' online platform are applied to your meter within minutes, often instantly. In rare cases, due to network delays or supplier systems, it might take up to an hour. We recommend waiting for 60 minutes before contacting us if your credit hasn't appeared. You will receive a confirmation email when your top-up is successful.

Firstly, double-check that you've entered the code correctly into your meter. Ensure there are no typos and that the meter itself is functioning properly. If the issue persists, please contact our support team immediately with your transaction reference number and any error messages from your meter. We will investigate the issue and provide a resolution as quickly as possible.

Absolutely. PowerPay Solutions uses advanced encryption (SSL/TLS) and adheres to the highest industry standards (PCI DSS compliance) to protect your payment information. Your data is never stored on our servers after the transaction is complete, and we partner with reputable payment gateways to ensure maximum security for all your transactions.

If you've lost your physical top-up card or key, you will need to contact your energy supplier directly to request a replacement. PowerPay Solutions facilitates online top-ups but does not issue or replace physical top-up devices. Your supplier will be able to provide you with a new card/key and ensure your meter remains active.

Refunds are generally handled on a case-by-case basis. If a top-up was made in error or did not successfully apply to your meter, please contact our support team immediately. We will review your transaction and guide you through the refund process in accordance with our terms and conditions. Note that refunds for credit already applied to a meter may need to be processed directly through your energy supplier.