Help & Support

If you've got a message on your Keypad, here's what it could mean:

Accepted: Your top up code has been accepted. You’ll see the amount of electricity you have bought followed by the word ‘account’ and then by the amount of credit you have on your Keypad.

Rejected: The meter has rejected the top up code. This will be followed by a message telling you why the number was rejected.

Duplicate: This top up code has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and  enter the new top up code, making sure it’s not one you’ve used before. If you press button ‘4’ you can see the last five top up codes entered into your meter.

Incorrect: You have entered the incorrect top up code. Wait until the message clears, press the ‘*’ button and then re-enter the number.

Wrong Tar: You have not entered the most recent  tariff change code  which we issue when the rate your electricity is charged changes. If you have lost your  tariff change code, here's how to find it.

Once you have entered the tariff change code you will be able to enter the last top up code you bought.

If you are facing this issue outside our working hours, or your electricity supply is off, please contact NIEN on 03457 643 643 (available 24 hours a day, 7 days a week)

Credit Hi: You have too much credit in the meter (the maximum limit is £999.99). Keep your top up code in a safe place until you have used up some credit and then you can use it.

Error: There has been a delay of more than 20 seconds between entering each digit, re-enter your top up code number quicker.

Kblock: This means that your top up code has been rejected five times in a row. Wait until the message clears, then re-enter your top up code.

Overload: This means you have used too much electricity for your Keypad meter. This can sometimes happen if you are using too many appliances at once. To fix this, press and hold the ‘0’ key for up to 10 seconds.