I’ve just topped up for first time using bulb key and card

I topped up first time gas and electric £10 on each I didn’t have chance to use all previous monies on meters from previous supplier so I automatically known that the credit would go and then my top up credit would show! This has not happened I have now got 17.50 in electric £10 credit I topped up and 7.50 what was in it from previous (British Gas) I then put £10 in gas, but it’s now saying I’m £7.50 emergancy credit and that’s it?

Has bulb taken over or not?