How to make a top-up
- Log in to your account on the Customer Portal
- Select either "Pay Open Bills" or "Make a Top-Up"
- Select the Property, Utility & Account from the drop-down options
- Complete the card payment information
- Press "Make Payment"
- The payment is shown on the "Insights" tab, both in the "Payments" and the "Statements" section
Why hasn't my top-up appeared?
If you've logged into your Customer Portal or made a payment over the phone, you can confirm the status of that payment by checking it on the Insights, then Payments tab of your Customer Portal.
Payment statuses
- Completed - payment has been taken and been added to your meter
- Failed - the payment has not succeeded and you will need to pay again
- Processing - the payment is underway (and can take up to 5 days to clear with your bank)
- Cancelled - the payment has been cancelled and will not be taken
If your top-up shows as Completed but isn't yet showing on your PAYG meter, then you can enter the top-up PIN (for Secure & Guru meters) shown on the Customer Portal.
To find your top-up PIN, log in to the Customer Portal, go to Insights and Payments and find the correct payment. Click into that payment and your Top-up PIN will show. This PIN can then be entered into your PAYG device to manually add the top-up.