Help & Support

If your top up code is being rejected, firstly check that you are pressing the ‘*’ button, followed by your 20 digit code and then the ‘#’ button to finish.

If the top up code is still being rejected, please:

• Check that you have entered all digits correctly.
• Ensure that you have entered the entire code, this sometimes can be a longer  40 or 60 digit code.
• Check the 19 digit premise number on your card matches the one on your receipt, website or app and begins with ‘98269’.
• Check that you have topped up using your own card rather than a friends or relatives as it relates only to your Keypad meter.

For customers making online payments, please remember that when topping up online, you may need to confirm your payment with your bank/building society. Please follow their usual online payment process to complete your transaction and make sure that your top-up purchase is completed successfully.

If you are still having issues you will need to speak with an agent. Please call 03457 455 455 (Mon-Fri 9am-5pm).

Have you received any of these messages?

Duplicate: This top up has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and enter a new top up code number, making sure it’s not a top up code 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 top up code incorrectly. Wait until the message clears, press the ‘*’ button and then re-enter the number.

Wrong Tar: You have not yet entered the most recent ‘tariff change’ top up code, which is usually 40-60 digits long (this is issued when we update our unit rates). Once you have entered the tariff change code you will be able to enter the last top up you purchased.

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 enter this into your meter.

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