When to use OneLink Energy

OneLink Energy is the most flexible energy product. Instead of choosing a specific voucher type at the point of sending, you let your recipient choose how they pay when they open the link. This is the best option when you don't know how your recipient pays for their energy, when you're sending in bulk to a mixed audience, or when you want to give your recipient control.

If you already know exactly how your recipient pays, sending the specific product (PayPoint, Post Office or Energy Card) is simpler. See: Which energy voucher should I send? for a full comparison.

Before you start: KYB

OneLink Energy can route to PayPoint, Post Office or the Energy Card depending on what the recipient picks, so you'll need to have passed Know-Your-Business (KYB) checks for all three brands before you can send OneLink Energy:

PayPoint KYB
Post Office KYB
Prepaid debit cards KYB (for the Energy Card)

If you haven't yet passed all three KYBs, email us at disbursements@huggg.me to start the process. Each KYB form typically takes 3-5 working days to process.

Fees

There are extra fees associated with this product. For an up-to-date breakdown of issuance fees, cancellation fees and any other charges, email us at disbursements@huggg.me.

How it works

When your recipient opens the link, they're asked how they pay for their energy. They choose one of three options:

Recipient picks	What they receive
I pay a bill	An Energy Card (digital prepaid Mastercard), used online or by phone with their energy or water provider.
I top up a meter	A further choice between PayPoint, Post Office (both in-store), or Add credits online (Energy Card).
I have off-grid energy	An Energy Card for paying off-grid suppliers (heating oil, LPG, coal) online or by phone.

Once your recipient makes their selection, the voucher is generated and the choice cannot be changed. From your reporting perspective, the order is recorded as a OneLink Energy send and the redemption details (which option they chose) appear in your reports.

Pre-send checklist

Before you send a OneLink Energy voucher, confirm:

Your organisation has passed all three required KYBs (PayPoint, Post Office, prepaid debit cards)
Your recipient has access to a phone or computer to open the link and make their selection
If you're sending a large bulk order, you've given us advance notice (see below)
You're aware the underlying product's rules apply once your recipient makes their choice (for example, the £49 cap on PayPoint, or the £500 / 12-month limit on Energy Cards which requires an Enhanced ID Check to exceed)

What to know

The recipient chooses, not you. Once you send a OneLink Energy voucher, the decision about which energy product is used is the recipient's. If you specifically need them to use one product (for example, an in-store meter top-up), send that product directly instead.

The underlying product's rules apply. Once the recipient picks an option, that product's constraints take over - for example, PayPoint vouchers are still capped at £49 if the recipient picks that route, and Post Office still has the 15-minute wait.

Bulk sending up to 1,000 at a time. You can send up to 1,000 OneLink Energy vouchers in a single send. For larger schemes, please give us advance notice at disbursements@huggg.me so we can provision adequate inventory.

Common issues and what to do

Issue	What to do
Recipient says their payment method isn't listed	Direct them to the recipient article: My usual payment method isn't listed - what do I do? If they still can't proceed, email us at support@huggg.me.
Recipient's energy provider isn't covered by PayPoint or Post Office	They can pick the Energy Card option (Add credits online or I pay a bill) instead. The Energy Card covers all UK suppliers.
Recipient picked the wrong option by mistake	Once a selection is made, the voucher is generated and the choice is final. Whether a replacement can be issued is your decision as the sender, based on your organisation's policy.
You need to send a large bulk order	Up to 1,000 vouchers can be sent at once. For larger schemes, contact us at disbursements@huggg.me in advance so we can provision inventory.

How your recipient redeems

Recipients open their link, choose how they pay, and are routed to the appropriate product (PayPoint, Post Office or Energy Card - including for off-grid). For full recipient instructions, see the recipient-side article: How do I redeem my OneLink Energy voucher?