Help and support

I have an error code on my non-smart prepayment meter, what should I do?

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

Electricity prepayment meter

D2 Error Code

This tells you that you haven't got enough credit on your key to bring you out of Emergency Credit– you'll need to top up your key. 

You can top up at any PayPoint, Payzone or Post Office. 

This tells you that you haven't got enough credit on your key to bring you out of Emergency credit, you'll need to top up more credit. 

Once you’ve topped up, simply put the key into the meter to load the new balance.

What's Emergency Credit? 

Emergency Credit is there to make sure your energy supply doesn’t go off if you’re unable to top up in an emergency.

If your credit is running low, your meter will alert you and you’ll be able to add £10 Emergency Credit to your meter by re-inserting your key into the meter.  

Don’t forget, you need to repay the Emergency Credit the next time you top up.

D4 Error Code

Your key has the wrong meter serial number attached to it.

– we may need to send you a new key.

D6 Error Code

You've used the wrong electricity key. Either top up using the correct key or

for support if you don’t have any other key.

Gas prepayment meter

‘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.

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

and we’ll help you find a solution. 

T18

There may be a problem with your top-up card or meter.

and we’ll help you to fix this problem. 

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

.

I don’t have any electricity

There are a number of reasons why there is no electricity in your home: 

1. Your meter credit may have run out – You can buy credit or use the Emergency Credit to get electricity again.

2. Check if your neighbours still have power There could be a power cut in your area.  If your neighbours are also without electricity, call your local distributor.

3. Check your fuses and trip switch  – The fuse or main switches may have blown. If the problem persists, you’ll need to call an electrician.

My meter is switched off 

This means the Emergency Credit has run out.  Simply top up the meter and pay the Emergency Credit you’ve used. 

Remember, you’ll also need to add enough credit to cover your daily electricity usage. 

If it does not work, an engineer may need to visit your property. Contact us, and we’ll help you. 

The meter is not topping up, or the meter display shows ‘Error’ or ‘Key not accepted’

Read the following options below to see if the issue can be fixed. 

1. The credit might have not been applied correctly to the key at the outlet. Check your receipt and see if it shows ‘Credit Failed’. 

If so, take the key and receipt back to the top-up outlet you used and they’ll top-up the key correctly. 

2. The key might have been inserted into the meter incorrectly. Double check to see if the key is in the slot the right way around.

3. There may be dust or dirt on the card - Clean the card and try again.

4. The key has been damaged - Contact us and we’ll send a replacement key. 

An ‘E’ is showing on the display and the meter is beeping

This means the credit on the meter is almost running out. - Simply top up the meter to have credit available for electricity.

If an ‘Error’ message is displayed on your meter, we may need to send an engineer to you. Please contact us and we’ll help you. 

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