Top tip: Errors can sometimes appear if your key card needs to be cleaned. Try cleaning your key card with a damp cloth
There's an error on my meter
Check to see if there is an error message on your meter. If you have an online account please login and select the option 'Key Card Help' for instructions on what to do. If you do not have an online account, the below guide provides information on what action to take if you experience an issue with your electricity or gas meter
Electricity Meter Errors
Error 10 / D10
This error occurs when an old key is inserted into the meter. Please check you are using the most recent key and if error persists please contact us.
Error D2/D4
This error is due to you key not being programmed correctly. Please contact us to arrange for this to be reset
Error A4 / B4
This error is due to the serial number on your meter not matching the one your key is registered to. If your meter has been changed, please use the new key. If you are still experiencing this error please contact us
Error 1 / E1
This error means that the meter has developed a fault and needs to be replaced. Pleasecall us on 0345 270 0700 between the hours of 9am and 5pm Monday to Friday.
Gas Meter Errors
Call Help / Card Fail / Card not accepted / Please Wait / Card Fail 35
If any of these error messages appear, please ensure you are using the correct card and also clean the card with a damp cloth before re-inserting. If the error persists, please contact us to arrange for a new card to be issued.
Blank Display
The meter has possibly went into screen saver mode. Please press the red button A or insert the gas card into the meter to re-activate.
Battery Low/Battery Fail or series of dashes
The battery or the meter needs replaced. Please contact us to arrange this.
I need a replacement key or card
You can order a new key or card by simply logging in your online account. Once you have logged in, please select the option 'Key Card Help' and then 'I need to order a new key or card'.
I've topped up my gas but it didn't work
If you haven't made regular top ups throughout summer, you'll have built up daily standing charges, which are applied to your meter even when you're not using energy. Similarly, if you have an agreed debt recovery rate and haven't made regular top ups, you'll have built up debt.
To start using energy again, you'll need to top up enough to clear any debt on your meter, plus the amount of credit you'd like to add. Up to 70% of any top-up may be taken to clear any debt you owe on your meter.
Last updated 1st May 2023