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:

1. Check your receipt
   You'll need to try topping up again if your receipt 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.
2. 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.
3. Give your key a clean
   Wipe the contacts on your electricity key with a clean, dry toothbrush or cloth. An electricity meter often shows 'TOKEN NO' if your key is dirty.

If you haven't had any luck with the quick fixes above, ask us for a new key. You'll usually get your new key 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.