If you’re key or card isn’t working, the first thing to do is take them out of the meter and give them a wipe. It sounds silly but sometimes that’s all it needs to get it working again! If you’ve done this and it’s still not working get in contact with us and we’ll arrange to get a new one sent out.
If you’ve lost your electricity meter key you can pick up a new one from any Paypoint. Make sure to give us a call first to let us know you need to collect a new key and we’ll call you back with 8 digit code. When you collect your key you can give this code to the shop assistant and they will programme your key with the information for your tariff and address.
If you’ve lost your gas card you’ll have to contact us as soon as possible so we can get one sent out to you. A small fee will be charged for lost cards. We can get them sent out to you next day if you let us know before 4PM. Remember before topping up with your new gas card to activate it by popping it into the meter for 60 seconds.
If you are sure the account has money in it to use and the card details entered were correct and you are still having issues topping up online then contact our customer services team on 0333 210 7070 or speak to one of our LiveChat advisors!
Firstly you need to make sure you’ve topped up by enough. Your meter needs to be in at least £1 positive credit before your supply reconnects. Remember, if you've used any emergency or friendly credit then you'll need to pay this back in full and be in at least £1 positive credit before your supply can come back on.
Old fashioned meters:
If you have an old fashioned electricity meter your supply should reconnect automatically as soon as you’ve topped up by enough credit.
If you have an old fashioned gas meter you’ll need to reconnect your supply manually. Firstly make sure all your gas appliances are off. Then go to your meter, pressing the A button and then the B button, your supply should then reconnect.
If you’ve topped up your smart meter and are in positive credit, go to your meter and Press A, then B, then A again.
Before topping up your credit you need to activate your new key. Simply insert the key into the meter and leave it for 60 seconds. Your key will then be activated. Easy!
Once you’ve topped up you simply need to pop your key into the meter and ‘TOKEN ACCEPTED’ will appear on the display. Your meter will then show you how much credit you’ve transferred from your key. Your meter display will then show your total credit, which will slowly go down as you use energy.
If you don’t think your credit has reached your meter, there are two ways to be sure:
If your credit has topped your meter up it will show on your IHD.
If you’re trying to reconnect your meter after being off supply you’ll have to press A and B – if your meter says ‘VEND’ instead of ‘CONNECT’ then you credit hasn’t topped up your meter.
If this happens, you can still top up your meter manually. Doing this is simple but you’ll need the 20 digit code from your PayPoint receipt. If you’ve topped up both your fuels make sure to use the right receipt!
You can use your in home display to do a manual top up, or the keypad on your meter.
To top up using your in home display:
Press the ‘account’ button on your IHD
Press the fuel you want to top up – either gas or electricity
Type in the 20 digit code on your PayPoint receipt
When you’ve entered the number, press enter.
You will be told whether the top up has worked
If not it is possible you typed in the wrong number – so try again!
If you’re still having trouble, give us a call and we’ll be happy to help!
To top up using your meter keypad:
Go to your meter and Press A to start
‘VEND MODE’ will appear on your screen
Type the 20 digit code on your PayPoint receipt in using the keypad
When you’ve entered the whole number Press B
If ‘ACCEPTED’ comes up on the screen you know the top up has been accepted.
If not you may have entered the code wrong, so repeat the process.