Smart Pay As You Go

Topping up your meter is simple, with options to pay online, through our app, or in-store using cash.

Online: The simplest way to top up is to sign in to your online account. You also have the option to save a credit or debit card for your future top ups.  

You can also use PayNow without signing in, however you will need your electricity account number and MPRN.

In-store: At any Payzone outlet using your Payzone card. Alternatively, you can use your unique 16-digit reference no. You can find this in your order confirmation, it begins with 275000 followed by your account number. 

Once you are registered for a Smart Pay As You Go tariff, you will be issued a Top up card for your account, which you can use to top up at any Payzone outlet.

Please return lost or faulty cards to:

Bord Gais Energy

PO Box 10943

Dublin 1

To order a replacement card please contact us on 01 611 01 01.  There is no charge for a replacement card.

If you've been disconnected, you will need to top up by your stay connected amount or more, to get reconnected. Once you’ve topped up, we’ll send a reconnection request to ESB Networks within one hour of your purchase. There’s no need to notify us of your purchase. ESB Networks will endeavour to complete the reconnection remotely in within 1 hour and 15 minutes. 

For more information, see our help and support section.

We will send you a weekly email message showing your balance as of midnight. You can choose if you would like to receive this message more frequently. An up-to date midnight balance will also be available in your online account. We’ll let you know when your balance falls below an estimated 10 days of credit remaining. This means we expect that your credit on your account will last 10 days or less.

If you’ve a Midnight Balance at or below zero for one night, we will notify you of your Stay Connected top up amount, which is the minimum amount you must top up by to avoid disconnection. If you don’t to top up, or if you top up by less than this amount, a disconnection request will be sent to Networks.

If your account balance reaches zero or below, we’ll send you a warning message. This message will contain a Stay Connected Amount and the time by which you must top up. You must top up within 21 hours of receiving an urgent disconnection alert to avoid disconnection.

In addition to receiving an urgent alert email or SMS, messages will also be shown on your online account.

Your balance will not include any pending payments until they have been settled, but you’ll be able to see if the pending amount in your online account, and your account will not be disconnected.

You can nominate another person within your household to receive regular balance messages if you wish. You can nominate a contact when you sign up, or after sign-up this can be done from your online account.

Steps to sign up a secondary contact

1. Log in to your online account. If you don’t have an online account you can sign up here and navigate to your Profile and contact details.
2. In the section for secondary contact choose Add new+
3. Add the name and contact details of your secondary contact. Please confirm you have their consent by ticking the box provided.

Note: Your secondary contact will not have access to your online account, unless this has been requested separately.

You can nominate another person within your household to receive regular balance messages if you wish. You can nominate a contact when you sign up, or after sign-up this can be done from your online account.

Steps to sign up a secondary contact

1. Sign in to your online account. If you don’t have an online account you can sign up here and navigate to your Profile and contact details.
2. In the section for secondary contact choose Add new+
3. Add the name and contact details of your secondary contact. Please confirm you have their consent by ticking the box provided.

Note: Your secondary contact will not have access to your online account, unless this has been requested separately.

We really try to exceed your expectations. Sometimes, things don’t go quite to plan. If you have a complaint, please give us a call on 01 611 01 01. Alternatively, you can contact us through our website or write to us at:

• Customer service
• Residential electricity
• Bord Gáis Energy
• PO Box 10943, Dublin 2

We’ll register your complaint and give you a reference number.

We’ll work hard to fix the problem immediately, but some issues can take longer to sort out. We’ve a code of practice for handling customers’ complaints. You can find it on bordgaisenergy.ie or call us on 01 611 01 01 to request a copy by post. If your complaint is not resolved to your satisfaction after we’ve addressed it, you can contact the Commission for Regulation of Utilities.

• customercare@cru.ie
• 1800 404 404
• Customer Care Team, Commission for Regulation of Utilities The Exchange, Belgard Square North, Tallaght, D24 PXW0.

Bord Gáis Energy is committed to providing you with consistently excellent customer service. We recognise the importance of listening and responding to our customer’s needs.

This customer charter details the level of customer service that we promise to give you in all your dealings with Bord Gáis Energy.

Our overall customer service standards

Bord Gáis Energy works to ensure that all customers have easy access to clear, timely and accurate information at all points of contact. We continue to drive for simplification of rules, procedures and leaflets.

• We can be contacted by telephone, mail and email or through our website at www. bordgaisenergy.ie
• Our customer service staff will be polite and courteous at all times and will give you their name.
• We listen and respond to our customer’s needs and welcome any feedback in relation to the services we provide.
• We train our staff to deliver the services outlined in this charter, and will keep our training up to date.
• We monitor and measure the services we provide to make sure we are keeping our promises.

For more information and to view our customer charter in full, see here.

This code of practice gives you information about our electricity Smart Pay As You Go Metering service and explains exactly what having this service means for you.

We have a Vulnerable Customer Register for customers who have special needs in relation to their electricity usage. For example, if you’re critically dependent on electricity for life support (Priority Services Register) or if you’re elderly, blind, deaf or have mobility or other health issues (Special Services Register).

Customers on our Special Services register can use a Smart PAYG meter product. However, it needs to be suitable for you. Please ensure you’re able to top up and easily access and manage your online account, where we’ll send you messages about your balance.

If you’re a Priority customer, please contact us to move to one of our other Smart meter products.

If there are changes to your Vulnerable status after moving to a smart Pay As You Go meter, please contact us as soon as possible to discuss alternative arrangements.

If you move to another energy supplier, we’ll send you a final statement and close your account.

If you have any credit balance available, you’ll receive a refund. Please call us to let us know how you want this refund paid. However, if there are arrears on the account, any credit balance may be used to pay off the outstanding debt balance. You need to make alternative arrangements to re-pay this to us such as a payment plan. We may also debt flag your account if you try to change Supplier.

If you have paid off any arrears on your account, and would like to move to a credit tariff, or if you no longer think the smart Pay As You Go tariff is suitable for you, please call us to discuss the options available to you.