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Frequently asked questions

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Common questions

If have lost your Prepayment Key or Card you can order a replacement online via you OMNI account - click here

If you require one urgently, then please contact us on tel: 0113 733 2700 and we can provide you with details of a local outlet to collect a new key/card from immediately.

Its vital that you use the correct Prepayment Card/Key so that you are paying the correct supplier and prices. Therefore, we aim to have your Prepayment Card/Key with you by your change of supply date. If your supply start has passed and you still don't have your new OMNI Prepayment Card/Key then please contact us. via the online portal - click here.

As an energy supplier we are obligated to provide you with an energy statement for your usage. This will show your top ups, usage, prices etc.

Your Energy statement will provide you with a snapshot of your consumption and balance at a point in time. For prepayment customers please consult your meter for your up to date balance.

There are a range of messages on you prepayment meters. Please see below a list of messages along with their meanings and what actions you should take:

Message - D1

  • Meaning

    • You meter is unable to read the information on your key and therefore cannot transfer credit   from key to meter

  • What you should do

    • Check if your key is inserted properly. Try wiping softly the chip on your key with a clean and dry cloth – do not use any cleaning products, blow in the key slot on the meter. Afterwards re-insert the key in the meter, if it doesn’t work please contact us via your OMNI account – click here.

Message - D2

  • Meaning

    • You meter is unable to read the information on your key and therefore cannot transfer credit from key to meter

  • What you should do

    • Check if your key is inserted properly. Try wiping softly the chip on your key with a clean and dry cloth – do not use any cleaning products, blow in the key slot on the meter. Afterwards re-insert the key in the meter, if it doesn’t work please contact us via your OMNI account – click here.

Message - D4/B6

  • Meaning - A duplicated key has been inserted into the meter

  • What you should do

    • Check if you have more than one key. You should only use the OMNI Energy key in the meter. If you are using our key and it still does not work, please contact us via your OMNI account - click here.

Message - Please Wait

  • Meaning

    • Your meter is having a problem reading the card.

  • What you should do

    • Remove the card and wait 2-3 minutes before re-inserting it. If it doesn’t work, please contact us via your OMNI account - click here.

Message - M and 5 dashes

  • Meaning

    • The meter has a fault

  • What you should do

    • Please contact us via your OMNI account - click here.

There are a range of messages on your prepayment meters. Please see below a list of messages along with their meanings and what actions you should take:

Message - Call help

  • Meaning

    • Your meter has a fault that we need to fix

  • What you should do

Message - Card Fail / Error 35

  • Meaning

    • The meter has a fault

  • What you should do

    • Softly clean your card with a clean and dry cloth, wait a few seconds and re-insert it again. Do not use any cleaning products. Ensure the gold chip is not damaged (scratched/ indentations). If it still doesn’t work, please contact us via your OMNI account - click here.

Message - Card not accepted

  • Meaning

    • Possible Gas card number mismatch.

  • What you should do

Message - Battery low

  • Meaning

    • Your battery is running low and will soon need to be replaced.

  • What you should do

Message - Battery Fail

  • Meaning

    • Battery has reached the end of its life.

  • What you should do

Message - Blank screen

  • Meaning

    • A screen saver is on your meter which will make the meter screen go blank when not in use, to save the battery power.

  • What you should do

    • If your card is inserted and it is still blank, your meter has a fault. Please contact us via your OMNI account - click here.

It is very unusual for a Prepayment meter to suddenly become faulty. Have you used more energy than usual? Has it been cold? Or have you been using additional appliances?

If you haven't used more energy than usual or used any additional appliances we can send an engineer to come and check it for you. If the meter is found NOT to be faulty then we may levy a charge for this call out.

If your meter is not displaying the correct topped up amount, please check if:

  • The card/key is in a good condition (please wipe it, if it needs a clean).
  • The meter screen is displaying any error codes.
  • You used the emergency credit and you need to repay it.
  • There is any debt you need to repay.
  • There are accumulated daily standing charges that you need to repay.

If you are still experiencing problems, please refer to our Help Centre or contact us via your OMNI account - click here.

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

What you should do - Softly clean your card with a clean and dry cloth, wait a few seconds and re-insert it again. Do not use any cleaning products. Ensure the gold chip is not damaged (scratched/ indentations). If it still doesn’t work, please contact us via your OMNI account - click here.

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

Its important that you let us know you have moved into an OMNI supplied address. You can complete your home move online by - click here.

You can use your emergency credit to put the power back on, if this doesn't work then contact us on tel: tel: 0113 733 2700 and we will assist you.

If the debt is not your responsibility, then contact us to discuss it and we can make arrangements to have it removed

Please send us a message via your new online account or call us on tel: tel: 0113 733 2700

Gas prepayment meter

When you join Omni, we will send you a new Gascard in the post. This will arrive usually on the day before or on the day you join Omni.

Before you top up using your new Gascard for the first time, you need to:

  • Pop your Gascard into your meter for about 60 seconds before you go to an outlet to top-up.
  • This will register your card with the meter and put Omni’s prices onto the meter. You can now Top up.
  • Inserting your new Gascard into the meter will not wipe any credit you already have on the meter.

Your payments cover:

The meter will also collect any debt that you may need to repay. This may be standing charge that has built up, emergency credit that needs repaying or it may be a debt that you need to repay at the agreed weekly rate.

  • A charge for each unit of gas you use.
  • A fixed Standing Charge – That’s a fixed amount that you pay every day you’re connected, even if you’re not using energy or away from home. The standing charge is collected at 2am every morning.

The meter will collect any debt that you may need to repay. This could be a standing charge that has built up, emergency credit that needs repaying or it may be a debt that you need to repay at the agreed weekly rate.

You can Top up your meter at your nearest Payzone, Post Office or Paypoint outlet. You’ll find your nearest outlets in the letter we sent you with your Gascard or check online using the links.

You can top up between £1 and £49 per top-up in whole pounds only. Your gas meter will show credit up to the value of £999.

Adding Credit to your meter:

  • Insert you Gascard into the meter, making sure that the gold chip on the card faces towards the meter display or to the top of the meter depending on the meter model.
  • The meter will display the amount of credit on the Gascard.
  • To transfer your credit to the meter, just press and hold the Red Button. Once the credit has been transferred the meter screen will update with the new credit balance.
  • Your meter may ask you to check if your gas appliances are switched off – this is just a safety feature.
  • If the meter display is off, just insert your Gascard and follow the on screen prompt “Hold A for Gas” then release when prompted to do so. There might be a slight noise which is the valve opening and the meter screen will change to “ON” and your gas supply will return.
  • The meter will also display how much credit you have available.
  • Once you’ve finished topping-up, take your card out of the meter. This will preserve the meter’s battery life.
  • Even when you’re not using gas, you should keep your meter topped up to pay for your daily standing charge.

Displays are activated on your meter by pressing button A or by inserting your Gascard into the meter and pressing button A. The last display selected remains visible for 30 seconds.

Your meter will display these information screens without inserting your Gascard:

  • Credit Screen – Press button A once to access the credit screen which shows the amount of credit remaining on the meter.
  • Owed Screen – Press button A twice to access the owed screen which shows the amount you owe for unpaid standing charge and emergency credit.
  • Meter Index – Press button A three times to access the meter read screen which shows your current meter reading.

To switch through all of the meter displays:

  • Insert your Gascard into the meter.
  • Press the Red Button A until you hear a beep, after you release the button – screen “00” will be displayed.
  • Keep pressing the button A to move through the screens
  • The screen number will be shown in the bottom right hand corner.

Lost your Card

If you’ve lost your Gascard then please contact us to request a new card either by phone, web chat or by accessing your online account. We can send you a new Gascard either

  1. in the post, which will arrive within 3 working days, or
  2. you can collect from a local shop if they stock them in your area.

Emergency Credit

When your meter runs low on credit, it will beep. If this happens and you’re unable to top up, you can use your emergency credit. When the credit gets to £2 or below you can use your emergency credit of £5.

To activate your emergency credit, insert your Gascard into the meter. It will show “EmCr Available” and press the Red Button to activate it. Your meter will then display “EMCR IN USE”.

If you use your emergency credit, you’ll need to pay it back as a percentage of your next top-ups. If you use your emergency credit you will need to pay it back in full before you can use it again.

Make sure you add enough credit the next time you top up to cover:

  • The emergency credit you owe.
  • Any standing charge you’ve accumulated and debt repayment owed.
  • The gas you need until your next top up.
  • Managing your debt

Debt can build up by a daily standing charge when the meter has no credit. This can happen during the summer when gas usage is low or when a property is empty. You may also be in debt if you’ve switched from a credit meter to a prepay meter to help manage payments or you’ve switched to Omni with a debt.

Standing Charge and Emergency Credit Debt

Your meter allows you to borrow £5 emergency credit. When you use your emergency credit you only pay for gas and we stop collecting your daily standing charge. The standing charge builds up as a debt on the meter. Your meter will show the amount left to repay – this will be shown on the “Owed” Screen.

Gas Debt from a discretionary credit, an Omni account or debt from a previous supplier.

This includes:

  • Debt from discretionary credit that’s been loaned to you if you’ve run out of gas but cannot afford to top up.
  • Debt from an Omni credit account that is now being repaid through a prepay account.
  • Debt that has been transferred to your Omni account from your previous supplier.

You can check if there is any gas debt on your meter by cycling through the displays to screen 27 – Gas Debt. If it shows £0 then there is no gas debt on the meter. Gas Debt does not include emergency credit or standing charge.

Each time you top up you are guaranteed 30% of your top up for gas. The remainder is allocated to gas debt and any money shown as “Owed”. Any remainder is then allocated for gas.

Get help managing your debt

If you’re struggling to pay for your gas, there are ways to get help:

If you’d like to change your weekly repayment rate then please contact us.

StepChange is a debt charity that will help you create and manage a budget if you’re struggling to make payments. Call them on 0800 138 1111 or visit www.stepchange.org

If you can smell gas, please following these safety steps:

  • Open your doors and windows so the gas can escape.
  • Don’t smoke or use matches or lighters
  • Don’t turn light switches or anything electrical on or off, including mobile phones.
  • If you can, turn off your gas supply at the meter and leave it switched off until you’re sure it is safe to turn it back on.
  • Contact the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak.

Electricity prepayment meter

When you join Omni, we will send you a new Electric key in the post. This will usually arrive the day before or on the day your supply start date.

Before you top up using your new Electric key for the first time, you need to:

  • Put your Electric key into your meter for about 60 seconds.
  • This will register your key with the meter and put Omni’s prices onto the meter.
  • Inserting your new Electric key into the meter will not wipe any credit you already have on the meter.
  • You can now top-up at any Payzone or Paypoint outlet.

Your payments cover:

  • A charge for each unit of electricity you use.
  • A fixed standing charge- this is a fixed amount that you pay everyday you are connected, even if you are not using energy or away from home. The standing charge is collected at 2am every morning.

The meter will collect any debt that you may need to repay. This could be a standing charge that has built up, emergency credit that needs repaying or it may be a debt that you need to repay at the agreed weekly rate.

You can top up your Electric key at your nearest outlet by clicking on the links Payzone or Paypoint. Please note: that it is currently not possible to top up your electric key at a post office. You can top up between £1 and £49 per top up in whole pounds only. Your electric meter will show credit up to the value of £255.99.

Adding Credit to your meter:

  • Insert your topped up Electric Key into the meter and the credit will automatically transfer to the meter.
  • Wait for a few seconds for the meter to display the amount of credit on your electric key.
  • The meter will also display how much credit you have available.
  • Once you have finished topping up, take your key out of the meter. This will preserve the meter’s battery life.
  • Even when you’re not using electricity, you should keep your meter topped up to pay for your daily standing charge.

To switch through each of the displays on the meter:

  • Insert the electricity key into the meter.
  • Press the blue button and release it when the letter ‘A” is displayed on the screen.
  • Use the blue button to move through the different screens
  • The screen letter will show in the bottom left-hand corner.

Press the blue button to switch through the different screens. There are several screens of information on the meter, each with a letter assigned to it in the bottom left-hand side.

  • A- The credit amount on your electricity meter.
  • B- Test screen( if off-supply, shows the top-up amount required to turn the electric back on).
  • C- Time and rate in use.
  • D- Date and rate in use.
  • E- Total credit.
  • F- Standing Charge and debt collection amount.
  • G- Total units used (ever)
  • H- The current meter reading
  • I- Price per unit (rate 1)
  • J- if you have a two rate meter, this is your rate 2 reading
  • K- Price per unit rate 2 (if you have a two-rate meter)
  • Put Your electric key in the meter to see the last three screens:
  • R- Emergency credit limit
  • S- Total debt amount on the meter.
  • T- Debt recovery rate ( how much you are paying back each week)

If you’ve lost your Electric key then please contact us via telephone 0113 733 2700, webchat or via the online portal and we can 1. send you a code to reprogramme an existing key or 2. we can arrange for you to collect one from a local shop if they stock them in your area or 3. we can send one out by post

Emergency credit is a function on a prepayment meter that you can use if you are running low on credit and cannot top-up for a short period of time. The £5 Emergency credit will only be available for activation once your meter credit falls below 50p or £1 credit for electricity (depending on the meter type).

To activate emergency credit on the electricity meter you will need to remove your key and re-insert it – the letter “E” will be displayed on the screen. Any emergency credit used will need to be repaid when you next top-up.

Make sure you top up enough to cover: * The emergency credit you owe * Any Standing charge you’ve accumulated and debt repayment owed. * The electricity you need until you next top-up.

If you have any outstanding debt, any credit repaid when you top-up your meter will go towards repaying the debt. This is why it is important to check the amount of credit that goes onto the meter when you top-up.

To see the the amount of credit or debt on the meter:

  1. Insert your electric key into the meter..
  2. Press the blue A button to cycle through the screens. Screen A will show how much credit on the meter. If you are not on supply, screen B will show you the top up amount required to turn the electricity back on. This will repay any emergency credit used, making the emergency credit available again.
  3. Screen S will show you any electricity debt on the meter.
  4. Screen T will show the weekly amount you need to pay towards the debt.

How debt builds up on your meter

Your meter can have 3 different types of debt:

Emergency credit and standing charge debt - Emergency credit is a function on a prepayment meter that customers can use when they’re running low on credit and can’t top up for a short period of time but will need to be paid back. Standing starge is a fixed daily charge that you pay everyday you are connected, even if you are not using energy or away from home. The standing charge is collected at 2am every morning.

Friendly credit - Friendly credit is a function that stops an electricity meter running out during the week (Monday to Friday) after 5pm, the supply will not disconnect until 9am the following day. After 5pm on Friday the supply will not disconnect until 9am the next working day (taking into account Bank Holidays). You must be on supply at 5pm, if you are not on supply at this time then the friendly credit will not commence.

When an electric meter is in friendly credit mode - at the end of the non-disconnect period, there is a ten minute 'grace' period. During this period if the meter is in a 'cut supply' condition, the electricity supply will be maintained and the buzzer will sound for 20 seconds every minute to alert you of imminent disconnection.

Please note: if you have used any friendly credit it is possible to see exaclty how much you need to top up to get back on supply by inserting your key in the meter and selecting screen B.

Electricity debt from a discretionary credit, an Omni account or debt from a previous supplier This includes: * Debt from a discretionary credit that’s been loaned to you if you have run out of electricity and cannot afford to top up. * Debt from an Omni credit account that is now being repaid through a prepay account * Debt that has been transferred to your Omni account from your previous supplier.

You can check if there is any debt on your meter by reading meter screens B (if off supply), S (total debt on meter) and T (debt recovery rate).

StepChange is a debt charity that will help you create and manage a budget if you are struggling to make payments. Call them on 0800 138 1111 or visit www.stepchange.org

Power Cut?

Contact your local network operator by dialling 105.

If the power cut is not believed to be network related and you are off supply? This this is mostly likely because:

  • You have no credit on you electric meter
  • You have used all your emergency credit
  • If the power cuts out shortly after 9am you could have been using friendly credit.

To get back on supply you can look at screen B on your electricity meter, this will show you the top-up amount needed to get back on supply.

If you are unable to do this, you can:

  • Call us on 0113 733 2700 (9am-5pm, Monday-Friday)
  • contact us via webchat
  • Email us at help@omni-energy.co.uk

    Please note that we may ask for evidence of your meter screens.

Joining Omni

To switch from your current supplier to Omni usually takes us 21 days. We keep you updated on the progress of your switch throughout the process and you can also 'Track your switch' within your Omni account.

The only thing we ask you to do throughout the process is to provide us with a meter reading. This is so we can open your new Omni account to an accurate reading. We also provide this reading to your current supplier so they can send you a final bill.

If you have a Pay As You Go Meter, we will send you a new key or card to top up your meter. Before you use your new key or card, make sure you use up all of your credit on your current energy account, otherwise it may be wiped. You can continue to run your current credit down after your switch date.

To get a quote for your energy supply, click here.

In order for you to switch as smoothly as possible, we take 21 days to switch your supply.

The only thing we need you to do is provide us with a meter reading. We will email you when we need this and you can submit it online or via your Omni App. We'll take are of the rest.

If you change your mind and no longer wish to be supplied by Omni, you can cancel by logging into your Omni Account. You have 14 days from when you signed up to change your mind.

If the 14 days has passed, then you will be supplied by Omni on your agreed switch date, however you can leave us for another supplier any time after this should you choose to do so.

No - We do all the work for you to transfer to Omni.

Payments & Billing

Direct Debit Customers - If your account is billed up to date with an accurate meter reading we will refund any credit on your account, however, we do always advise our customers to ensure that they have enough credit in their Omni account to cover the winter gas consumption so as to avoid building up a debt.

Pay As You Go Customers - The credit shown on your meter is there to pay for your future energy consumption. With Pay As You Go, you pay in advance, so the credit will be used as you use the gas or electricity consumption and daily standing charges.

You can view your Omni bill/statement online by logging into your Omni account - click here

Don’t worry if you don’t have your details for your Omni account, Just click here for a new password.

You can view your prices by looking the tarriffs section of the website.

Meter Readings

There are a range of Meter types and they show numbers in different ways. Some can be confusing to read but a simple rule to remember is: we do not need any numbers in red or after a decimal place.

To find your meter type, choose from:

  • electricity meters
  • gas meters
  • smart meters

Remember, you can submit your readings in seconds in your online account or Omni app.

Single Rate Meter

20887 Omni icon design_single rate digital meter

This is a digital/Electronic metric meter display. It shows 5 numbers, then a decimal point, followed by some more numbers

To read the meter:

  • write down the first 5 numbers shown from left to right
  • ignore the numbers after the decimal point (These are sometimes shown in red)

This meter reading is 56807.

Two Rate Digital Meter

20887 Omni icon design_two rate digital meter

This is a 2 rate electricity meter. Remember when reading these meters you'll need to give both readings to OMNI when providing a reading.

The top row (labelled ‘low’ or ‘night’) shows the reading for your ‘Off-peak’ consumption.

The bottom row (labelled ‘normal’ or ‘day’) shows the reading for your day consumption.

To read the meter:

  • read both the top and bottom rows
  • write down the numbers shown left to right
  • ignore any numbers shown in red

This meter reading is 47290 and 30571

Two Rate single display meter

20887 Omni icon design_two rate single display meter

This is a 2 rate digital/electronic meter display. In order to get both readings on the meter, you need to press a button on the meter to cycle to the different readings. Again, it is important that you capture both readings when providing reads to OMNI.

To read this meter:

  • write down the numbers shown left to right
  • make sure you get both readings

This meter reading is 68713 and 35007.

Dial Meter

20887 Omni icon design_dial meter electric

This is a dial meter, it usually has 5 or 6 dials that look like clock faces that point to a number between 0 and 9.

To read the meter:

  • read the first 5/6 dials from left to right
  • ignore the dial marked 1/10 (if there is one)
  • write down the number that the pointer has just passed
  • underline any number that the pointer is exactly over when you write it down

If you’ve underlined a number, check the next dial to the right. If the pointer on that dial is between 9 and 0, reduce the number you’ve underlined by 1. For example, a 6 followed by a 9 should be written as a 5 and underlined.

Digital Metric Meter

20887 Omni icon design_digital metric gas meter

This is a digital/Electronic metric meter display. It shows 5 numbers, then a decimal point, followed by some more numbers

To read the meter:

  • write down the first 5 numbers shown from left to right
  • ignore the numbers after the decimal point (These are sometimes shown in red)

This meter reading is 00432.

Digital imperial meter

20887 Omni icon design_digital imperial gas meter

This is a digital/electronic display for an imperial meter. Its shows 4 numbers, usually in black or white, followed by a further 2 in red.

To read the meter:

  • write down the first 4 numbers from left to right
  • ignore the rest of the numbers, shown in red

This meter reading is 2185.

Dial Meter

Dial meters usually have 4 or more dials that look like clock face pointing to a number between 0 and 9.

20887 Omni icon design_dial meter gas

To read the meter:

  • read the first 4 dials from left to right along the bottom row only
  • write down the number closest to each pointer

If the pointer is between 2 numbers, give the lower number, if the pointer is between 9 and 0, write down 9.

Energy theft, or ‘meter cheating’ is when someone tampers with a gas or electricity meter in an attempt to reduce the amount that they pay or even bypassing the meter completely.

Energy suppliers are legally obligated to investigate energy theft. You can read more about our obligations and how they affect you:

Energy theft is dangerous. It's also a criminal offence. If you think someone is stealing electricity, gas or both, contact Stay Energy Safe, run by CrimeStoppers.

You can report energy anonymously if required.

There are two ways to contact them:

  • Call free on 0800 023 2777
    • Lines are open 24 hours a day, 7 days a week
  • Report suspected energy theft using the Stay Energy Safe online form

They'll write a report based on the information you provide, and pass it on to the relevant supplier. Each supplier has their own way of dealing with energy theft. If there's a risk to public safety, the meter may need to be removed or exchanged.

Tampering with meters is dangerous

Gas: tampering or damaging the gas supply risks dangerous leaks. As gas fumes build up in a room it displaces the air causing headaches and even loss of consciousness. Leaking gas is also highly flammable and can be easily ignited, even from a simple flick of a light switch could cause and explosion.

Electricity: tampering with an electricity meter and its wiring can make switches or appliances ‘live’ to the touch and make them overheat or malfunction. Exposed wires and connections can get so hot that they start fires.

This could cause shocks or burns to people using the appliance, and in some cases it can cause electrical fires.

It’s important to report energy theft if you suspect it. Stay Energy Safe has more information about the real-life dangers of energy theft: * Real life energy theft stories * Stay Energy Safe on YouTube

My Omni Account

You can access your account online through your Omni account by logging in - click here

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

If you wish to update your marketing preferences then all you need to do is email us on Privacy@omni-energy.co.uk

You can also email the same address for subject access requests, reporting a data breach or any queries to do with Data protection (GDPR).

If you want to change the email address you use for you Omni account, you can do so via you Omni account by logging in - click here.

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

If you’re suspicious about an email that appears to be from Omni

  • Do not reply to it
  • Forward the email to Privacy@omni-energy.co.uk

We will investigate the matter and take the appropraite action.

Moving home?

If you move into a property with Pay As You Go meters, its important that you contact us to setup your account. We will also be able to send you any replacement key or card you may need to top your meter up.

To advise us that you have moved into a property with Pay As You Go meters, click here to get connected.

If you move into a property with Pay As You Go meters, its important that you contact us to setup your account with us. We will also be able to send you any replacement key or card you may need to top your meter up.

To advise us that you have moved into a property with Pay As You Go meters, click here to get connected.

If you are moving out a property that is supplied by Omni we need to know. Click here and tell us the date that you are moving out

Please remember to take a meter reading on the day you moved out of the property so we can issue you a final statement for your energy.

We aim to process your home move within 5 working days. At this point, we will send you a final statement.

If you've just moved home and you are not sure who is your energy supplier you can use the following services to find out

Emergencies

If you can smell gas or need to report a gas explosion/fire, call the National Gas Emergency Helpline immediately on: tel: 0800 111 999

If you have a power cut or have seen some issues with the power lines in your area, call Distribution Network Operators free on tel: tel: 105

Extra help for our customers

If you or someone in your family needs additional services you can register for 'Priority services' via your Omni account - click here

You can register if you or someone in your household is of pensionable age, disabled, has a long term illness or if there are children under 5.

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

We do not currently offer the warm home discount and we will review once current scheme ends in March 2021.

If you cant find the answer to your question within this help section or you require additional support you can contact us by email at help@omni-energy.co.uk

Common questions

If have lost your Prepayment Key or Card you can order a replacement online via you OMNI account - click here

If you require one urgently, then please contact us on tel: 0113 733 2700 and we can provide you with details of a local outlet to collect a new key/card from immediately.

Its vital that you use the correct Prepayment Card/Key so that you are paying the correct supplier and prices. Therefore, we aim to have your Prepayment Card/Key with you by your change of supply date. If your supply start has passed and you still don't have your new OMNI Prepayment Card/Key then please contact us. via the online portal - click here.

As an energy supplier we are obligated to provide you with an energy statement for your usage. This will show your top ups, usage, prices etc.

Your Energy statement will provide you with a snapshot of your consumption and balance at a point in time. For prepayment customers please consult your meter for your up to date balance.

There are a range of messages on you prepayment meters. Please see below a list of messages along with their meanings and what actions you should take:

Message - D1

  • Meaning

    • You meter is unable to read the information on your key and therefore cannot transfer credit   from key to meter

  • What you should do

    • Check if your key is inserted properly. Try wiping softly the chip on your key with a clean and dry cloth – do not use any cleaning products, blow in the key slot on the meter. Afterwards re-insert the key in the meter, if it doesn’t work please contact us via your OMNI account – click here.

Message - D2

  • Meaning

    • You meter is unable to read the information on your key and therefore cannot transfer credit from key to meter

  • What you should do

    • Check if your key is inserted properly. Try wiping softly the chip on your key with a clean and dry cloth – do not use any cleaning products, blow in the key slot on the meter. Afterwards re-insert the key in the meter, if it doesn’t work please contact us via your OMNI account – click here.

Message - D4/B6

  • Meaning - A duplicated key has been inserted into the meter

  • What you should do

    • Check if you have more than one key. You should only use the OMNI Energy key in the meter. If you are using our key and it still does not work, please contact us via your OMNI account - click here.

Message - Please Wait

  • Meaning

    • Your meter is having a problem reading the card.

  • What you should do

    • Remove the card and wait 2-3 minutes before re-inserting it. If it doesn’t work, please contact us via your OMNI account - click here.

Message - M and 5 dashes

  • Meaning

    • The meter has a fault

  • What you should do

    • Please contact us via your OMNI account - click here.

There are a range of messages on your prepayment meters. Please see below a list of messages along with their meanings and what actions you should take:

Message - Call help

  • Meaning

    • Your meter has a fault that we need to fix

  • What you should do

Message - Card Fail / Error 35

  • Meaning

    • The meter has a fault

  • What you should do

    • Softly clean your card with a clean and dry cloth, wait a few seconds and re-insert it again. Do not use any cleaning products. Ensure the gold chip is not damaged (scratched/ indentations). If it still doesn’t work, please contact us via your OMNI account - click here.

Message - Card not accepted

  • Meaning

    • Possible Gas card number mismatch.

  • What you should do

Message - Battery low

  • Meaning

    • Your battery is running low and will soon need to be replaced.

  • What you should do

Message - Battery Fail

  • Meaning

    • Battery has reached the end of its life.

  • What you should do

Message - Blank screen

  • Meaning

    • A screen saver is on your meter which will make the meter screen go blank when not in use, to save the battery power.

  • What you should do

    • If your card is inserted and it is still blank, your meter has a fault. Please contact us via your OMNI account - click here.

It is very unusual for a Prepayment meter to suddenly become faulty. Have you used more energy than usual? Has it been cold? Or have you been using additional appliances?

If you haven't used more energy than usual or used any additional appliances we can send an engineer to come and check it for you. If the meter is found NOT to be faulty then we may levy a charge for this call out.

If your meter is not displaying the correct topped up amount, please check if:

  • The card/key is in a good condition (please wipe it, if it needs a clean).
  • The meter screen is displaying any error codes.
  • You used the emergency credit and you need to repay it.
  • There is any debt you need to repay.
  • There are accumulated daily standing charges that you need to repay.

If you are still experiencing problems, please refer to our Help Centre or contact us via your OMNI account - click here.

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

What you should do - Softly clean your card with a clean and dry cloth, wait a few seconds and re-insert it again. Do not use any cleaning products. Ensure the gold chip is not damaged (scratched/ indentations). If it still doesn’t work, please contact us via your OMNI account - click here.

Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

nb. You must have created your account to be able to reset your password. We sent instructions in the first welcome email that we sent you.

Its important that you let us know you have moved into an OMNI supplied address. You can complete your home move online by - click here.

You can use your emergency credit to put the power back on, if this doesn't work then contact us on tel: tel: 0113 733 2700 and we will assist you.

If the debt is not your responsibility, then contact us to discuss it and we can make arrangements to have it removed

Please send us a message via your new online account or call us on tel: tel: 0113 733 2700