Meter and meter readings
What's the problem with your top-up card?
How to fix a problem with your prepayment gas card
Here are a couple of simple fixes for a gas prepayment card 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 will need to find another Payzone, PayPoint or Post Office outlet.
- Clean your card
Give the electronic strip on your gas card a wipe with a clean, dry cloth – then try again.
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 card in a hurry?
Get in touch – we might be able to arrange for you to pick one up at your local top-up outlet.
Are you seeing an error message on your meter?
Get in touch – but make sure you can get to your meter when you do, as we'll need to ask you a few questions.