Here’s how to request a new card or key

If you’ve lost your top up key or card, you’ll need to contact us to get a new one. They’ll either recommend a shop near you to collect a replacement from, or they’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post.

The best way to get in touch with us is via chat here.  Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.

If you need to contact us on a Sunday, our Social team can help you. Send us a message on Facebook or Twitter from 9am - 5pm, they’ll be able to schedule an emergency meter appointment if needed. There’s more info on what to do in an emergency here.