my gas meter is saying call help off

i rang for a discretionary payment was awarded 10 pound which was rwady at 4.30pm today for me to take my card to the shop to put on and this is being added to my debt when ive put the card into my meter it says off call supplier for help is there anyway you could reconnect the meter and turn it back on from your side please

This is mainly a customer forum, best you call Bulb in the morning, contact info from the help button.