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How do I redeem a tag code?

Forum|Forum|7 months ago
December 22, 2025
26 replies
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I contacted OVO chat Sat 13th Dec to explain the folloWing;

Credit applied on pre-pay key did not register in the pre-pay meter, I was prompted by agent for picture of receipt and meter readings, at that time I was using public wifi (not at house) so could not provide the latter.

The following Monday I resumed the correspondence and discovered I had received a TAG CODE Saturday regardless and that supposedly I had missed a call from OVO also.

The email states:

I understand you're concerned about your Top up of £40.00 that did not register your electricity meter.
I tried calling you so that we can discuss this, and we have recieved the proof of payment.
Here is the Tag code that you going to use in one hour from the hour to pick up the amount of £40.00 at the local shop
TAG CODE: 4*** ***9 .

HoW do I reclaim this credit? There are no instructions.

The chat agents took far too long in bouncing messages, one even said 3/4minutes is normal per message!!!

Best answer by Blastoise186

Updated on 05/01/26 by Abby_OVO

I’m gonna give PayPoint a call myself this morning, but I did find some other instructions that MAY help on a PayPoint One Terminal.

In the PayPoint One manual, there is a specific sub-menu that staff often overlook. Ask the user to tell the retailer to look for this:

Press the PayPoint (P) button.
Type the 8-digit RTI number and press Enter.
A screen should appear with options. The retailer must select "3 = Key Issue" (or similar "Issue Key" wording). In some cases, other options may be more appropriate but 3 = Key Issue should be used first.
Only then should they insert the key.

To make things more fun, in some cases the order is different:

On some PayPoint One firmware versions, the menu names have changed slightly to be more "user-friendly" (which usually makes them more confusing). You’ll want to ask the shopkeeper to look for:

PayPoint (P) Button
E-Money
Local Services → Electricity RTI (sometimes listed as "TAG Code").

This works for redeeming credit codes as well as issuing new keys.

It’s a stupid system, but alas there’s not really much OVO can do about it unfortunately. And neither can PayPoint - they’re pretty modern these days but the Traditional PAYG Meter infrastructure it connects to is a dinosaur (blame Transco for example!) and is under maintenance only/no further development status.

Kudos to a local shopkeeper for showing me his terminal and giving me access to the help videos. You know who you are!

Happy new year.

The correct procedure is:

Press the PayPoint (P) button.

Type the 8-digit RTI number and press Enter.

Select "3 = Key Issue" (or similar "Issue Key" wording).

Insert the key.
(in this case, two further screens were prompted, with green confirm buttons on each)

Show previous replies

Ben_OVO

Community Manager

@giro1991 sorry for the service you’ve received, and for any frustration caused.

@Blastoise186 is correct in what he’s saying - if it’s just to get credit via a tag code, you’ll need to go to any paypoint, ask them to key in the tag code with your key in their device, and the credit will be added to the key.

Let us know if you have any further issues.

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giro1991Author

Rank 2

I tried it at the local regular shop with paypoint services.

He does not know how to do it. we’ve known each other for ten years.

he inputs the code without key inserted. It gets declined. Does not know any alternative.

I got a second code from OVO today and tried again, still not working.

I sent an email to paypoint, asking for instructions to give to retailer, however, I predict they will just suggest I contact OVO.

Ben_OVO

Community Manager

@giro1991 here are the instructions for the retailer:

Instructions for the Payzone/Post Office

Enter CASHIER PASSCODE
Insert the customers key/new blank key into the slot
Select RTI
Enter the RTI Number provided by the customer
Select CONFIRM
Re-enter the customers RTI Number
Select YES to confirm again
Select OK to complete transaction
Give the customer their receipt and key back

Let us know how this goes - hopefully this’ll work next time you’re there.

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giro1991Author

Rank 2

I tried these steps at two shops with top up facilities

in each case, the key is inserted, and there is no RTI button.

PROOF

https://ibb.co/8n67SRBM

https://ibb.co/N67stdHH

I have to re-state that these are paypoint , not payzone.

Blastoise186

Super User

Try this:

PayPoint Retailer Instructions for RTI

Insert the Key: The retailer must insert the customer's electricity key into the PayPoint terminal first.
Select the "Electricity" Menu: On the main screen, they should select the Electricity option.
Find "RTI" or "Remote Token Issue": Within the electricity menu, there should be an option for RTI or Remote Token.
- Note: Sometimes this is tucked away under a "Special Actions" or "Maintenance" sub-menu if it isn't on the first page.
Enter the Code: The terminal will prompt for a code. The retailer needs to type in the 8-digit RTI code provided by OVO.
Confirm and Update: Once the code is accepted, the terminal will "burn" the data onto the key. The retailer must not remove the key until the terminal confirms the transaction is complete and prints a receipt.

If it’s a PayPoint One terminal (which one of those two probably is!) - which tend to have colour screens and a giant yellow PayPoint button on the Till screen.

Retailer Instructions for RTI/TAG Codes

Do NOT go to the "Energy Top-up" or "Electricity" icons first.
On the main home screen, the retailer needs to select the "P" button (often labeled as PayPoint or Functions).
Look for a menu called "E-MONEY" or "Remote Token Issue".
Select "Electricity RTI" or "TAG Code".
The terminal will then prompt them to insert the key.
Once the key is in, they enter the 8-digit RTI code.
The terminal will communicate with the servers and "burn" the new data onto the key. The retailer must not remove the key until the terminal confirms the transaction is complete and prints a receipt.

Stuck?

Call PayPoint Support: If the retailer is stuck, they can actually call their own helpdesk at 0330 400 0002. They are usually very good at walking the shopkeeper through the menus while the customer is standing there.

Still no luck?

Head to a Super Agent: Larger retailers like Co-Op (especially larger stores), Spar, Asda and some of the other larger chains that offer PayPoint services are more likely to offer the FULL range of services and understand exactly how to process anything and everything. These stores tend to have more stocks of top-up keys/cards and a better understanding of how to use RTI/TAG Codes so you’ll likely have an easier time with them.

In theory, ALL PayPoint shops are supposed to know how to at least charge a key/card with regular Credit via cash/card payment and load RTI Credits, but the Super Agents (or at least, stores who do this a lot) tend to be more clued up about the more fancy stuff that isn’t just take your money and do a thing with it.

If you keep getting stalled by stubborn shopkeepers, please let PayPoint know and they’ll try to help you and the store out - it’s the number above.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!

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giro1991Author

Rank 2

If it’s a PayPoint One terminal [...]
Retailer Instructions for RTI/TAG Codes

Do NOT go to the "Energy Top-up" or "Electricity" icons first.

On the main home screen, the retailer needs to select the "P" button (often labeled as PayPoint or Functions).

Done this, here is the screen after pressing “P”
https://i.ibb.co/HLFNYJXt/DSC00006.jpg
went into the E-money menu but there is no Electricity RTI or TAG Code button.

I’ve been on the PayPoint phone number provided for 15minutes encounting...

Blastoise186

Super User

In that case, head to a Co-Op, Spar or similar Super Agent - they have a 100% chance of figuring it out.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!

Blastoise186

Super User

Still digging this one - bear with me!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!

Blastoise186

Solved

Super User

Updated on 05/01/26 by Abby_OVO

I’m gonna give PayPoint a call myself this morning, but I did find some other instructions that MAY help on a PayPoint One Terminal.

In the PayPoint One manual, there is a specific sub-menu that staff often overlook. Ask the user to tell the retailer to look for this:

Press the PayPoint (P) button.
Type the 8-digit RTI number and press Enter.
A screen should appear with options. The retailer must select "3 = Key Issue" (or similar "Issue Key" wording). In some cases, other options may be more appropriate but 3 = Key Issue should be used first.
Only then should they insert the key.

To make things more fun, in some cases the order is different:

On some PayPoint One firmware versions, the menu names have changed slightly to be more "user-friendly" (which usually makes them more confusing). You’ll want to ask the shopkeeper to look for:

PayPoint (P) Button
E-Money
Local Services → Electricity RTI (sometimes listed as "TAG Code").

This works for redeeming credit codes as well as issuing new keys.

It’s a stupid system, but alas there’s not really much OVO can do about it unfortunately. And neither can PayPoint - they’re pretty modern these days but the Traditional PAYG Meter infrastructure it connects to is a dinosaur (blame Transco for example!) and is under maintenance only/no further development status.

Kudos to a local shopkeeper for showing me his terminal and giving me access to the help videos. You know who you are!

Happy new year.

The correct procedure is:

Press the PayPoint (P) button.

Type the 8-digit RTI number and press Enter.

Select "3 = Key Issue" (or similar "Issue Key" wording).

Insert the key.
(in this case, two further screens were prompted, with green confirm buttons on each)

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!

Ben_OVO

Community Manager

Thanks for your help with this one @Blastoise186 - much appreciated!

@giro1991 I’m sorry for the issues you’re experiencing. These RTIs / Tag Codes have been around for many years - we don’t normally hear of too many problems like this with shop owners. Please could you let us know whether you’ve been able to collect the credit yet?

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How do I redeem a tag code?