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Pinksamantha
Rank 1
January 3, 2025
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Do I need to activate my new electric key before picking up RTI?

  • January 3, 2025
  • 12 replies
  • 741 views

My key was stolen. I picked up a blue key from a shop after being given an RTI code from OVO. I’ve been given another RTI code for the £100 that was on my stolen card. I went to the shop and it didn’t work. Did I need to activate my new card? 

Best answer by Blastoise186

Updated on 26/08/25 by Ben_OVO

 

Hi ​@Pinksamantha ,

Yes, you must register the new Key in the Meter first. Have you put it into the meter yet? If not, please do that now and make sure the Meter accepts it - you’ll know if it works - before attempting to top-up or load any other RTI Codes onto it. If you don’t do it in the correct order, you risk bricking the Key and may have to restart the entire process.

If that still doesn’t work, please let OVO Support know via https://ovoenergy.com/help .

No pressure, but you might also want to consider upgrading to Smart Meters so that you never have to worry about stolen keys/cards again. If you’re up for it, let Support know and they’ll discuss that with you so that you can make your decision.

 

You can find out more about PAYG smart meters here. If you’ve lost your key or card and need a new one, check out this handy topic below:

 

12 replies

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Abby_OVO
Community Manager
Abby_OVO
Community Manager
January 6, 2025

Hey ​@Pinksamantha 

 

Sorry to hear about the trouble you’ve been having.

 

Did you get the issue with the key sorted out? If not, I’d suggest contacting the Support Team to check that the RTI will still be available once the key is activated.

 

 

With regards to have a smart meter fitted, having it in a basement wouldn’t be an initial reason not to have one fitted, but may be that the connection isn’t as good. But we won’t know for sure without trying.

 

The topic below may be helpful:

 

Let us know how you get on.

Currently Playing: She's Electric
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OVO Staff
Lukepeniket_OVO
OVO Engineer
January 15, 2025

Hello,

 

Not a great situation here not having access to YOUR prepayment meter to top up or re-enable supply.…

 

We definitely have more solutions now a days, mesh and aerials for signal, althan to getba ihd in your flat.

 

We definitely would (you should also) need to have access to your meter for swapping.

 

 

OVO Operations Excellence Manager and Former Field Operations Team Leader
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