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How to fix a problem with your prepayment gas card

Here are a couple of simple fixes for an gas prepayment card that's not working:

  1. 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.

  2. Clean your card

    Give the electronic strip on your gas card a wipe with a clean, dry cloth – then try again.

  3. Get a new card

    Ask us for a new card if you didn't have any luck with the quick-fixes above. 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.