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How to use your fuel voucher

This page tells you how to top up using your voucher, and may help you troubleshoot should you have any issues.

I have applied for a fuel voucher. What happens next?

We will be in touch to let you know if you can get a fuel voucher. If you applied Monday – Thursday, we will let you know within 24 hours.

If you applied on a Friday, weekend, or bank holiday Monday, we will let you know on the next working day.

If you have lost your fuel supply or will lose it before we can send you a voucher, get in touch with your energy supplier and ask for their support. You can find out how they can help you, and how to get their help here.

Where will you send my fuel voucher to?

When you applied, you let us know whether you would like your fuel voucher sent via text, email, or in person. We will send it in the way you asked us to.

We will also give you a step-by-step guide on how to use your voucher.

How do I use my voucher?

You can use your voucher to top up your gas and/or electricity meter at any shop that has PayPoint or Post Office with PayZone.

Once you have your voucher, follow these steps:

Find your nearest shop that has PayPoint or Post Office with PayZone.
You can use the store finders on the Pay Point and PayZone websites to do this.
If you have prepayment meters for gas and electricity, check your meters and decide how much of your voucher you’d like to use on each.
Gather your:
- fuel voucher code
- gas and/or electricity key, and
- ID like your driving licence, a utility bill, or a letter from your bank
then take them to your chosen shop that has PayPoint or Post Office with PayZone.
Tell the retailer how you’d like to split your voucher between your gas and electricity meters
Keep hold of your receipt until the top-up is showing on your meter

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What if I cannot get a fuel voucher?

If we can’t give you a voucher, we will help you to get support from your supplier. We will also give you advice on how to do things like:

Can I use my voucher to pay for gas and electricity?

Yes. You can split your voucher between your gas and electricity meters if you want to. How you use your voucher is up to you.

Can I use my voucher to top up more than once?

No. You must use all of the money on your voucher in one go.

Will my energy supplier let me use a fuel voucher?

Yes. All energy suppliers accept our emergency fuel vouchers. You just need to have a prepayment meter and meet our eligibility criteria to get one.

It has been more than 24 hours since I applied, and I haven’t heard back from you. What do I do?

If you applied on a Friday, weekend, or bank holiday Monday, we will contact you the next working day.

If you applied Monday – Thursday and you haven’t heard from us within 24 hours, check your texts and emails, including any promotions folder and your junk inbox.

If you cannot find anything from us, contact our helpline on 0300 1237 597 (Monday to Friday 9am to 5pm, excluding bank holidays).

If you have lost your energy supply or will do soon, and need help now, find out what to do here.

Please note: Calls to 03 numbers are charged at standard UK rates and may vary from mobiles. These calls are included in any inclusive packages.

I’ve accidentally deleted the fuel voucher text message. What do I do?

Contact our helpline on 0300 1237 597. It is open Monday to Friday 9am to 5pm, except bank holidays.

Or, you can email fbfqueries@aurigaservices.co.uk and they’ll resend a voucher to you.

Please note: Calls to 03 numbers are charged at standard UK rates and may vary from mobiles. These calls are included in any inclusive packages.

I’ve tried to redeem the voucher but the retailer got an error message saying “retailer not authorised”. What do I do?

You may have gone into a shop that uses Payzone and not a shop that uses PayPoint.

You can use your voucher to top up your gas and/or electricity meter at any shop that has PayPoint or Post Office with PayZone.

To find your nearest shop with PayPoint, use the shop finder on PayPoint’s website: www.paypoint.com/en-gb/consumers/store-locator

Or, you can call PayPoint on 0800 310 0000* (Monday to Friday 8am to 8pm)

Take your voucher code, ID, and meter key(s) to your nearest shop with PayPoint, and top up there.

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I tried to redeem the voucher but the retailer got an error message saying the voucher code was invalid. What do I do?

This usually happens when the retailer makes a mistake. It’s not a problem with the voucher itself.

If you are in a shop with PayPoint
Ask the retailer to follow these instructions. Or they can call PayPoint on 0800 310 0000

If you are in a PostOffice with Payzone
Ask the retailer to follow these instructions. Or, they can call Payzone on 01606 566 566.

If you’re uncomfortable doing this or the retailer will not help you
Call our helpline on 0300 1237 597 or email fbfqueries@aurigaservices.co.uk and tell us what is happening, the name of the shop, and the road it is on. We will try to help you.

You can only reach us Monday to Friday 9am to 5pm (except bank holidays). If you need help outside of these times, find out what to do here.

Please note: Calls to 03 numbers are charged at standard UK rates and may vary from mobiles. These calls are included in any inclusive packages.

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I’ve topped up at the shop, but the money hasn’t been credited to my meter key/card. What do I do?

Call our helpline on 0300 1237 597 or email fbfqueries@aurigaservices.co.uk and tell us what is happening, the name of the shop, and the road it is on. We will try to help you.

You can only reach us Monday to Friday 9am to 5pm (except bank holidays). If you need help outside of these times, find out what to do here.

Please note: Calls to 03 numbers are charged at standard UK rates and may vary from mobiles. These calls are included in any inclusive packages.

The voucher is great, but it won’t last long. I need more help. What can I do?

Your fuel voucher should help you keep the lights and heat on for around 7-10 days.

During that time, there may be a few things you can do to make it easier for you to afford to keep your meter(s) topped up in the long term.

These things include:

Making changes that help you spend less on energy, water, and other household bills (without switching off the lights and heat, or going without the things you need)
Boosting your income, or making changes that help you make the most of the money you already get
Getting on top of your energy and household debts.

You can get easy-to-follow tips on how to do these things on our advice pages.

Follow these links for tips and advice:

Saving money

Boosting your income

Getting on top of debt

Protecting your physical and mental wellbeing

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How should the retailer process my voucher?

Please show this to the PayPoint or Post Office cashier:

Instructions for the retailer:

Please follow the simple steps below and PayPoint will credit the value of voucher in three working days. You will also receive commission for every CashOut payment.

Check the customer’s proof of identity.
When the screen displays CONFIRM TRANSACTION check the amount on the screen matches the amount printed, then select CONFIRM.
Take the customer’s key or card and process the transaction.
Put the e-coupon redemption receipt that your PayPoint terminal prints into your till.
The voucher amount will be credited to your bank account by PayPoint within three working days.

If the customer barcode will not scan, or the customer has an SMS voucher:

Select the CASHOUT button on the PayPoint terminal followed by I-MOVO PAYOUT on the touch screen and enter the barcode number
Continue from number 2 in the above instructions.

Please follow these simple steps for a Post Office PayoutNow voucher.

Check the customer’s proof of identity.
Manually enter the barcode number to launch the transaction.

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