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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.

 

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49 replies

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A
Newcomer
Annie7
Newcomer
October 28, 2022

Can any one help me to top up my gas and electric via phone. As I'm running out. Had this problem since day one.

T
Newcomer
TerriblyServiced
Newcomer
November 7, 2022

I’ve come back from the school run to find that the electricity ran out last night. I have then taken the key card to top up from the shop and have sadly managed to lose it on my way to the shop. I have no power at the moment and have been on hold for nearly two hours after one customer service agent picked my call and proceeded to pretend, they couldn’t hear me.

My work laptop has 20mins to go.

 

How do I get a replacement key card asap? I have tried the web chat several times but apparently, they’re not accepting new messages.

This is the poorest service I have ever come across for something that is an emergency situation.

 

Any pointers would be very welcomed. I am desperate, 

Blastoise186
Super User
Blastoise186Super User
Super User
November 7, 2022

Hi @TerriblyServiced ,

You’ll definitely need the Support Team for this one I’m afraid. Getting a TAG Code from them is the fastest way to get a new key.

Please post photos of your meters though, I may have more options for you.

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!
    S
    Newcomer
    Santiace2004
    Newcomer
    November 17, 2022

    Why can't I get a definitive answer to the shops that actually supply replacement keys for my heritage meter in my local area?

    S
    Newcomer
    shinelbell
    Newcomer
    November 22, 2022

    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.

     

    S
    Newcomer
    shinelbell
    Newcomer
    November 22, 2022

    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. :)

    My key seems to be broken, I topped up £250 but it wouldn’t refresh when put back in (called and confirmed it went through with Payzone)

    I have been on hold for hours every day since Sunday now (3days). I am on hold and then the call hangs up after an hour. I am nearly out of electricity and I have lots of things dependent on the electricity running. I am a pharmacy student and have multiple courseworks due this week. 
     

    Meanwhile, I am number 430 on the web chat. I am running out of options and time. The amount of stress this has caused is unbearable. If anyone knows what I can do please help.  

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 22, 2022

    Hi @shinelbell ,

    I have flagged your post for attention by the forum moderators. They may be able to advise on your options.

    I know it might not solve your current issue, but have you considered moving over to OVO Pay Monthly perhaps? It might help prevent an issue like this from happening again.

    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!
    H
    Newcomer
    HarleyQuinn
    Newcomer
    December 2, 2022

    I use the boost app for PAYG gas and electric. I have never had an issue until being notified of the system being updated but now the app won’t accept my gas payment. I have never been on the emergency gas and have always topped up weekly from day one! Whats the problem as my gas will hit emergency and go off very soon!

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    December 2, 2022

    Hi @HarleyQuinn ,

    You can still top-up over the phone on 0330 102 7517. Or you can use the barcode in the app to top-up at any PayPoint shop. This is a PayPoint issue, so you can get help via live chat within the app.

    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!
      H
      Newcomer
      HarleyQuinn
      Newcomer
      December 2, 2022

      Thanks Ive sorted it now. I apparently needed a new account number for the gas after the updates as it couldn’t be recognised using any of the payment methods. 

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