Meter Top-up Prepaid Card FAQs Recipient/cardholder

Evouchers Prepaid CardThe Evouchers prepaid card works in a similar way to a debit card, but with added security and restriction capabilities.Meter Top-Up CardThe Meter Top-Up Prepaid Card is a flexible way to top up your meter card or key — whether in-store at a postal services branch or directly with your energy supplier online, via the app, or over the phone.All transactions are authorised at the point of payment.How do I activate my prepaid card?Welcome to the Evouchers prepaid card!To activate your card, log into your Evouchers account and follow the prompts on screen. It is quick and easy.Once activated, you can log into your account and view your prepaid card details, balance and transactions.How to Use Your Meter Top-Up Prepaid CardLog into your Evouchers account, navigate to your Top-Up prepaid Card in the Vouchers section, and press the eye icon to reveal your card details.Paying Online, via the App, or Over the PhoneSelect the eye icon to view your long card number and CVV. Enter these details into your energy supplier's payment portal under the debit card section for payment to be made.Some energy companies allow payments to be made online or via their app using cards stored in your Apple or Google Wallet, while others do not support this payment method. If your energy provider does not support wallet payments and you need to obtain your full card details, please log back into your Evouchers account where these will be available.Paying In-Store at Postal Services BranchesFor paying at a postal service branch you need to add your card to your Apple or Google Wallet beforehand.

• How to set up Google Wallet
• How to set up Apple Pay

Once added, visit your Postal services branch and top up your meter as normal, paying with your prepaid card stored in your Google or Apple Wallet.When visiting a post service branch, please remember to bring your smart meter code, top-up card or prepayment key so that the member of staff can add the funds to your energy account.

Please Note

The Evouchers prepaid card is intended for one-time use and carries a 3-month expiry from the date of activation. Once a successful transaction has been completed, the card cannot be topped up or used again.

Any unused balance cannot be carried over or refunded.

All transactions are authorised at the point of sale.

What do I need to claim a prepaid card?

To claim a prepaid card you must have a mobile number that can receive the one time code to view the card.

What can my prepaid card be used for?

Your prepaid card can only be used to pay for energy meter top-ups, whether that's via a smart meter card or a key.

Are there any limits or restrictions?

The card has a 3-month expiry from the date of activation and is valid for one successful transaction only. This means the full balance must be redeemed in a single transaction — for example, if you are issued a £20 prepaid card, the full £20 must be used to pay an outstanding balance or add credit.

There are no limits on the number of prepaid cards that can be issued per recipient.

What age must a recipient be?

Recipients must be over the age of 16 to receive a prepaid card.

When does my prepaid card expire?

Please claim a prepaid card as soon as you receive a text or email from Evouchers.

Once activated, you will have 3 months to use your card.

How can I view my balance and transactions?

Prepaid cards display a live balance that automatically updates when the card is used.

The transaction history is found below the card details and will display the original card balance and any subsequent transactions.

I've lost my email or text message with my prepaid card link, what do I do?

If you are an existing customer who has previously received a voucher or prepaid card, please log into your Evouchers account to access your card details.

If this is the first time you have been issued a voucher or prepaid card, please contact the issuing company to have it resent, or reach out to our support team here.

I have lost my prepaid card

Please contact the Evouchers support team as soon as possible so we can block any activity for you. Evouchers support can be contacted here.

Unable to access or redeem prepaid card

If you are unable to access or redeem your prepaid card, please raise a support ticket or call 01638 438427 to speak to a member of our customer support team.

Please note: When making a payment over the phone, inform the energy company that you would like to pay by debit card. Avoid mentioning that it is a voucher — this is a prepaid card, not a voucher, and doing so may cause confusion with the energy supplier.