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I'm PAYG- My top up key isn't working, how do I get a replacement?

Forum|Forum|3 years ago
October 12, 2022
49 replies
7233 views

How do we order a new key for the prepayment meter. This one is causing problems and doesn't always top up at the counter when prompted. Suspect it's just an age thing and we need a new key.

Best answer by Blastoise186

Updated on 29/07/25 by Emmanuelle_OVO:

Howdy @Tunny165 ,

Sure thing. Please let the Support Team know about this and ask them to generate a TAG Code. Once you have it, please wait for one hour and then pop down to any PayPoint shop. When you get there, ask the shopkeeper for a new electric key and give them the TAG Code so that they can program the new key for you. Don’t top-up yet!!!

After that, please go straight home and pop the new key in the meter and follow the instructions on screen. Do not remove it until the meter confirms the key is active. Once you’ve done that, feel free to head back to the shop to top-up as normal.

Just so you know, the old key will be disabled and blocked as part of this process. Please make sure to drain all credit off of it before you request a TAG Code!

Alternatively, if you’ve got plenty of credit, the Support Team can post you a new key that’ll already be programmed. Whichever works for you. :)

I've lost my top-up key/card – what do I do?

You can get a new meter key/card from any shop that stocks replacement OVO Energy keys/cards.

But before you go, you’ll need to contact our Support team to let us know you’re going to get a new key/card. We’ll provide you with an 8-digit ‘TAG’ code within an hour. Give this code to the shop assistant and they’ll be able to set up your new key/card with our rates and other relevant information so you can register it when you get home.If you don’t need to top-up urgently, we can send you an already programmed key/card in the post. You’ll get it within 3-5 days.

Before you add any credit with your new key/card, please register it in the meter. If you try to do a top-up before registering your key/card, the credit could be wiped.

We’ve also got a really handy topic dedicated to this which may be helpful:

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

Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.

There are also tons of helpful resources and information available on our OVO Help pages.

If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.

Struggling with your energy bills? Our Support Package might be helpful to you.

Blastoise186

Solved

Super User

Updated on 29/07/25 by Emmanuelle_OVO:

Howdy @Tunny165 ,

Sure thing. Please let the Support Team know about this and ask them to generate a TAG Code. Once you have it, please wait for one hour and then pop down to any PayPoint shop. When you get there, ask the shopkeeper for a new electric key and give them the TAG Code so that they can program the new key for you. Don’t top-up yet!!!

After that, please go straight home and pop the new key in the meter and follow the instructions on screen. Do not remove it until the meter confirms the key is active. Once you’ve done that, feel free to head back to the shop to top-up as normal.

Just so you know, the old key will be disabled and blocked as part of this process. Please make sure to drain all credit off of it before you request a TAG Code!

Alternatively, if you’ve got plenty of credit, the Support Team can post you a new key that’ll already be programmed. Whichever works for you. :)

I've lost my top-up key/card – what do I do?

You can get a new meter key/card from any shop that stocks replacement OVO Energy keys/cards.

But before you go, you’ll need to contact our Support team to let us know you’re going to get a new key/card. We’ll provide you with an 8-digit ‘TAG’ code within an hour. Give this code to the shop assistant and they’ll be able to set up your new key/card with our rates and other relevant information so you can register it when you get home.If you don’t need to top-up urgently, we can send you an already programmed key/card in the post. You’ll get it within 3-5 days.

Before you add any credit with your new key/card, please register it in the meter. If you try to do a top-up before registering your key/card, the credit could be wiped.

We’ve also got a really handy topic dedicated to this which may be helpful:

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

Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.

There are also tons of helpful resources and information available on our OVO Help pages.

If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.

Struggling with your energy bills? Our Support Package might be helpful to you.

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L

Lauren Jones

Newcomer

I've topped up my electricity key token this evening, came home and tried to put the money on my meter and the meter just accepts the token but doesn't top up the credit to the meter. I have a disabled daughter and I dont know what we would do it the electric goes. What should I do? Ive been back to the shop and they said it definitely credited to the key!! Help!!!

Blastoise186

Super User

Hi @Lauren Jones ,

It sounds like no credit was added to the key. If your power goes off and you need it back on urgently, call 105.

I’d probably also recommend having the key replaced, just to be safe.

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Blastoise186

Super User

Also, if you keep having this problem even with a new key, I’d recommend getting the meter replaced. You’ll be upgraded to Smart Meters if you do that, so you wouldn’t have to worry about a key getting lost or failing to recharge properly.

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A

Adam1010

Newcomer

Help please. I always topnup £80 on my electric meter (by key) each month. I have done this for years. A month ago Ivtoppedbup but the meter would not accept the credit, the balance didn't change. I had £108 on the meter but was building up a credit for the winter.

After a couple of hours on the phone I couldn't get answers so we swapped to online chat - I was told that you cannot top up more than £40 on a key, (which is obviously incorrect) and that the only option was to wait for the electric to run out, and then the meter "might" accept the £80 on the key. I have run out now, and the meter will not accept the credit - of course now I have no electric, their call centre is shut. What can I do? Do they not have an emergency response or 24 hour number?

Blastoise186

Super User

Hi @Adam1010 ,

I’m Blastoise186 and I’m one of the OVO Forum volunteers. I don’t work for OVO so I can’t make changes myself.

What is the error code or error message you get on the meter when you insert the electric key? If you can tell me what happens, I can try to advise.

In the meantime, you should try to activate Emergency Credit to get the supply back on.

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A

Adam1010

Newcomer

Hi thanks. There ia no error code, the balance just didn't change. I went back to the shop and they confirmed the payment had gone on. OVO confirmed on the chat that I had £80 credit on the key registered to that account. But they said I couldn't top up until the meter ran out, as £80 is too much.

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Adam1010

Newcomer

By the way, yes, the emergency £5 credit has activated, it is ticking down pretty fast, and will go out roughly in the middle of the night.