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.
Updated on 29/07/25 by Emmanuelle_OVO:
Howdy
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. :)
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:
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.
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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
