I’ve topped up, but my gas still hasn’t come on – why this can happen with a gas prepayment meter (not smart)

Did your payment work?

Check the receipt from your last top-up. If it says 'Cancelled' or 'Failed', your payment didn't didn't go through. So please try again.

If the machine at your usual top-up outlet isn't working, you can find another Payzone, PayPoint or Post Office outlet.

Is you card dirty or damaged?

Give the electronic strip on your gas card a wipe with a clean, dry cloth to see if that helps. If not, you might need to get a replacement key – fill out this form.

We can usually get a replacement to you within five working days. Your first replacement is free; we might charge you for further replacements.

Need a new key in a hurry? Get in touch, as we might be able to arrange for you to pick up a key at your local top-up outlet.

Error message on your meter?

Please get in touch. We'll help you sort out the problem. Please be near your meter, as we'll need to ask you a few questions.