Help and support

Gas prepayment meter error codes

Here are some helpful hints on what each code could indicate and what you can do before you contact us.

‘Call help’, ‘B1’, ‘Battery Fail’ (B2) or dashes appear on the screen

We may need to arrange for an engineer to come and fix or exchange your meter. Call us on 0333 003 5644 and we’ll set this up for you.

‘Card not accepted’ or ‘Card Fail’

Remove the card and wipe it clean with a cloth. Dust or grease on the card can cause interference. When you put it back in, check that it's being inserted the correct way around.

If this doesn't fix the issue, please call us on 0333 003 5644 and we’ll help you find a solution.

T18 Error code

There may be a problem with your top-up card or meter. Contact us and we’ll help you to fix this problem.

‘Error’ message on Screen

If you have an ‘Error’ message displayed on your gas meter, we may need to send an engineer to you. Please call us on 0333 003 5644 and we’ll help you.

Frozen display screen

Try to insert the card into the meter the opposite way round from usual – there may be something wrong with the slot number. Press the red button to take the meter off screensaver mode. If the problem persists then please contact us.

Our prepayment support team can be contacted on 0333 003 5644.

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