How to fix a problem with your prepayment electricity key
Here are a couple of simple fixes for an electricity prepayment key that's not working:
- Check your receipt
You'll need to try topping up again if your receipt it says 'Cancelled' or 'Failed'. If the machine at your usual top-up outlet isn't working, you can find another Payzone, PayPoint or Post Office outlet. - Check your credit
If there's any debt on your meter, you'll need to pay this back before you can get your electricity supply back up and running. Please add enough credit to cover any debt, plus the amount you want to spend on your electricity. - Give your key a clean
Wipe the contacts on your electricity key with a clean, dry toothbrush or cloth. An electricity meter will often show 'TOKEN NO' if your key is dirty.
You don't need your card to top up! You can also add credit to your meter by:
- Logging to myAccount or on the EDF app
- Calling our automated 24-hour line (1)
- Visiting your local PayPoint retailer, you will need your top up ID
If you didn't have any luck with the quick fixes above ask us for a new card. You'll usually get you new card within five working days.
Need a new key in a hurry? Get in touch – we might be able to arrange for you to pick one up at your local top-up outlet.
Notes
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Calls to UK-wide numbers are included in any inclusive call plan you may have. If you don’t have an inclusive call plan, calls are charged at a national rate. Please check with your service provider if you’re unsure.