Key refused at shops unable to top up the meter display says error d2

Hi @Fluffy Carrot ,

If memory serves, the D2 code usually means there’s not enough credit on the key to bring you out of Emergency Credit - you’d need to get enough onto it to get you to at least £1 of regular Credit AFTER whatever you owe gets taken from the key.

If the key isn’t working at shops at all, then you definitely need a new key. Please reach out to Support in the morning and they can help you get one.

For OVO PAYG: https://ovoenergy.com/help - Live Chat is fastest OR 0330 175 9669 (do NOT use email!)

For Boost PAYG: https://boostpower.co.uk/help OR 0330 102 7517 (do NOT use email)

You’ll then be given a TAG Code within one hour. Wait for about an hour and then head to any PayPoint shop where you should be able to grab a new key and have it programmed - please give the shop assistant the TAG Code so they can program and register the key to your account. DO NOT ATTEMPT TO TOP-UP YET!

Once that’s done, take the new key home and insert it into the meter - you’ll want to keep it in the slot for at least 60 seconds so that the meter can finish the key registration. Once this is done, you can remove the key and head back to the shop to top-up as normal and it should just work.

If you still have trouble after that, the meter may need to be replaced. In that situation, let Support know and they’ll make the arrangements.

Hi @Fluffy Carrot,

It seems our forum volunteer has already given some really good advice here. 

Blastoise is correct in saying the D2 error means there isn’t enough credit on the key. If you do have enough credit, try removing and reinserting key. If this fails then you may need a new key, which can be requested by calling the Support team on the numbers provided above.

Please keep us updated.

Useless!!!!!!!!!!!!

@Fenster care to add something more meaningful than a one-word gravedig?

If you want us to offer advice, you’ve gotta give us more info as to what your problem is.

Hey @Fenster 

Sorry to hear this topic hasn’t been useful to you. 

If you’re seeing a different error code that isn’t included on the topic please let us know what that is so we can try to help with the issue as Blastoise186 mentioned, we can offer more advice if we’ve got more information on what the problem is that you’re having.

Hi. Hope you are all well. I have a traditional style PAYG gas meter which works fine and the OVO gas top-up card works fine too. I’ve recently noticed 2 codes showing up on the display.

The first ‘code’ is on the meter index display screen. A non-flashing “F” appeared in the right hand corner which I’ve not noticed before. I noticed this ‘F’ today Sunday at approx. 3pm. (I added a screenshot)

The second ‘code’ is on the meter credit display screen on the right below where is says ON which is a non-flashing “B3”.

What do these ‘codes’ mean and should I be worried? Any help/advice would be most appreciated.

Many thanks,

John

Howdy @John2312 ,

If memory serves “F” means you’re currently in Friendly Credit hours, so the meter will NOT disconnect if your credit runs out during this time period - but it’ll only hold out until Monday morning so if you’re low on credit, please top-up ASAP.

B3 is Battery Low/Battery Fail - the meter battery is running out so please let OVO know ASAP and give them that code. They’ll arrange for an engineer to take a look and you won’t be charged for this as long as you’re in when the engineer stops by. If needed, the engineer will swap the meters out, again at no cost to you.

Hope this helps!

Hi @Blastoise186 

Many thanks for taking the time to send a helpful response

Kind regards,

John

Hi

Ha keys for new flat on 24 jan and can't get electric and gas on.

There is debt on the meters. I had a rti tag code for the electric which I put on then £10 on top. The electric meter is reading Error d4. I have phoned and spoke to customer service but they hav not helped. 

We are in work and got to be in front of meters. Yesterday I was over an hour  on the phone and we still have no electricity or gas.

4 days without it!!!

D4 = You are using the wrong key. Please make sure you have your own account set-up (DO NOT re-use the existing one!!!) and are using the correct key.

It sounds like you’re also using someone else's account. You need to create your own in order to have the existing debt wiped. 

You may need to request a replacement key as well...

Hey ​@Janey 

I’m really sorry to hear this. What a stressful situation to be in. 

Blastoise has given some helpful advice here:
 

How to get in contact about my OVO Pay As You Go account
 

• 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. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

We are still without electricity, they sent a card out but in last customer name and said we could use that, this was yesterday 3 rd Feb.

Guess what .. Error D4 again.

On Tuez 28th, Ovo had me running around to 8 different shops to see if they did the keys!! Nope noone seems to do them anymore. I had finished work half day to sort that out, money lost. Won't have compensation for loss of earnings. Time wasted.

They have said our key is on its way the 7 days is up today, we have a team that has been waiting to go in to do repairs, so fingers xd it'll come today .

But ridiculous really in UK 2025 you cant get your electricity put on. 

I am being very polite about this Exasperated is not the word!!!

If you keep having this issue, then getting migrated to Smart Meters will probably be an easier fix - that way you can just get the PAN barcode and use that immediately.

Oh yes we were asked about a smart meter a week in to not having electric.

Someone then having to wait around all day in a property with no electric in. When you live an hour away from the property.

But you should be able to have a key with in a day or so.

They sent gas engineer out to do gas meter had card next day, why not with Electric.

It’s complicated. Part of the problem might be that you haven’t technically moved in yet, could also be that the previous account hasn’t fully closed down - there’s no way for me to know via the Forum though.

We've sent all details across mortgage solicitors letter stating purchase date.

Had final ovo statement both gas and electricity.... nothing to do with us ending 24th Jan. Which is date we bought property.

So I don't really know .

Complicated ... Yes

My only other suggestion that I can think of is that the Meter itself might be faulty if it keeps rejecting new keys that came in the post - those ones are supposed to be pre-programmed to the Meter already.

Can they send an engineer to fix this?

That is an option, yes. But if they’re doing that they may as well also just fit a Smart Meter anyway while the engineer is on-site.

Just checked property still no

key, 

This is 7th day waiting for key but had property 11 days ago! 

Agent just says try other key don't work,!

Wait for key in post doesn't turn up!

Think we'll have to take this further up the ladder.

Guess what. ..

Still no electric

2 weeks you couldnt write it!!!

just fobbing off with RTI codes that don't work on a key thats not even ours promising they will work.

They wont send an engineer out i just dont understand it .

Had to take time off to go to property to read the meters everytime you phone up  I'm self employed wont get my money back I lost.

Today they gave more 2 codes promise promise they work.. how can they the key isn't mine.

Think bad reviews and ombudsman is next step as I can't do anymore, we hoping to move in can't.