My prepayment key isn't working

If your key is damaged, you'll need to get a replacement.

Get a new key or card

  1. Give the contacts on your electricity key a clean with a dry toothbrush or cloth - they might just be a bit dirty.
  2. Check your receipt: if it says 'Cancelled' or 'Failed', your transaction didn't complete, so you'll need to try again.
    If the machine at your usual top-up outlet isn't working, you can find another Payzone, PayPoint or Post Office outlet.
  3. Did you put enough credit on your key to cover the emergency credit you used, as well as any missed standing charges and/or instalment plan payments? Your electricity supply won't come back on until you've paid off all these debts.
  4. If your meter display shows an error message, get in touch with us. Please be near your meter, as we'll need to ask you a few questions.

If none of these work, or you think your key is damaged, you might need to get a replacement. We can usually get a replacement to you within five working days. Your first replacement is free; we might charge you for further replacements.

Please get in touch if you need a new key in a hurry. We might be able to arrange for you to pick up a key at your local top-up outlet.

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