Moved in to a new house, top up meter, but can't top up!

Hey @richard c,

I’m really sorry to hear this. Below you’ll  find some info and useful links that should help you with this:

Topping up for the first time?

To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep.

For gas meters

• Insert your card into the gas meter and follow the instructions on the screen.

• Make sure the gold-coloured chip is facing the meter display. Press and hold the red ‘A’ button, and the credit will appear on your meter.

For electricity meters

• Insert your key into the electricity meter, and follow the instructions on the screen. 

• Make sure the arrow on the key is facing upwards. The new credit should show automatically.

When you buy gas or electricity credit at the shop, we recommend keeping your receipt. This means that our Support Team can make sure your reimbursed if there’s any issue topping up the meter.

My key/card isn’t working – what should I do?

We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement.

Is your meter showing an ‘error code’ when you insert your key/card? Was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, note the error code down and compare it to the list of codes we’ve listed in our guide on error codes here.

If you go off supply our Support Team can book in an emergency appointment. If you’re on the priority services register and have any electrical equipment that relies on electricity, such as a stairlift or refrigerated medication, please let the team know when you contact.