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Max12BL
Rank 1
August 10, 2026
Question

Prepayment metre no longer works, can't get replacement in shop, barely any credit left

  • August 10, 2026
  • 5 replies
  • 79 views

I am really stressed and upset. 

 

Earlier I topped up my prepayment electric key and when I tried to out it on the metre it said error:A4.

I have contacted ovo, received a code for a new electric key but no shops have them, I have tried so many.

 

I only have enough electric for 1-2 days, can't use emergency credit as the key doesn't work.

 

I will phone up the emergency line but what are my options?

 

Could they send out an engineer with a new replacement key

 

 

If I changed to a credit metre how quickly could they do it.

 

 

5 replies

Blastoise186
Super User
Blastoise186Super User
Super User
August 11, 2026

Hi ​@Max12BL ,

Apologies for not getting to this question sooner.

A4 can actually be a fault with the key OR meter so it’ll need to be replaced - a new key won’t always solve this one. Please have a word with OVO in the morning and they can explore options to do an emergency replacement. With that in mind, A4 is more likely to be a dead meter than a dead key. They can get a new engineer out directly if needed to either replace the meter or provide emergency credit - though they’ll usually just rip the meter and replace it these days.

If you want to get a new key anyway, try a PayPoint Super Agent like Co-Op - they usually have them in stock.

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    M
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    Max12BLAuthor
    Rank 1
    August 11, 2026

    I eventually managed to get a replacement electric key and used code given and it still has the error A4 when you insert the key so it is the metre that needs replacing. I will have to phone up ovo but they have said on the live chat they can't do anything until my power goes out which it will either Wednesday or Thursday.

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    August 11, 2026

    Then it’s as I suspected - in this case A4 is almost certainly coming from the meter itself.

    Once the power goes out, it becomes an Emergency for which OVO is able to get someone out within four hours. They’ll swap you to a Smart Meter that will initially run as PAYG but once it’s fully up and running, you can talk to OVO Support about options for moving to Pay Monthly - they can do that on a Smart Meter without ripping it out again so it’s very convenient.

    If you’re already struggling to get replacement keys anyway in your local area, upgrading to Smart is definitely worth it.

    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!
    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    August 11, 2026

    I totally understand how you're feeling! I used to have a traditional pay as you go meter before switching to a credit meter, so I can relate. It sounds like Blastoise is on the right track as there might be an issue with the serial number of your key not matching, but that seems unlikely if it has worked for you before. It’s more likely that your meter is having some trouble and might need a replacement.

     

    To make sure it's not the key, you can check for nearby shops that have keys available by using your post code on https://www.paypoint.com/instore-services/energy-top-ups. That way, you can pick up a new one if needed!

     

    I’d suggest reaching out to our pay as you go support team. Just let them know you’re getting an error code on your meter and that you need an emergency exchange. They’re really helpful and usually sort out emergencies on the same day to keep things running smoothly for you.

     

    When you do get the meter exchanged, it will be replaced with a smart meter. This means you’ll have more control over your usage. You can either stay on credit so you won’t have to stress about running out of supply or go for the smart pay as you go option, which lets you top up right from an app instead of trekking to a shop.

     

    I really hope this helps, and that everything gets sorted out quickly! If you have any more questions, feel free to ask! 😊

    Renewable energy jokes never get old.
      M
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      Max12BLAuthor
      Rank 1
      August 11, 2026

      My prepayment metre is the problem, I desperately tried to get a replacement electric key and eventually did manage to do so and it still had the error A4 when I inserted the key. 

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd