My key/card isn’t working – what should I do?

If you have a traditional meter

If you need to top up in the next 5 days and your top-up key/card is lost or damaged, you’ll need to pick up a new one from a local top-up shop. In order to do this we’ll need to give you an 8-digit ‘TAG’ code and confirm which shops might have a replacement key/card ready to collect. Get in touch with us as soon as you can. Click the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669. 

Once you’ve got your ‘TAG’ code, take this to the top-up shop. You’ll need to give this code to the shop assistant when you ask for your replacement card/key. This code means your new key/card can be updated with the correct prices. Before you buy any credit using your new key/card you’ll need to register it to your meter. Find out how to do this on our Topping up your traditional meter page.

If you don’t need to top-up urgently, we can send you an already programmed key/card in the post. You’ll get it within 3-5 days. When the key/card arrives, register this to the meter before you take it to the shop to top-up for the first time. Find out how to do this on our Topping up your traditional meter page.

If you have a smart meter

You don't need a physical card to top up as long as you know your smart PAN card numbers. These are the 19-digit numbers shown on your top-up cards.

Using the OVO Energy Top Up App if you’ve lost your cards

• If you’ve downloaded the OVO Energy Top up app, you might’ve stored your PAN card numbers here already. You can top-up using the saved PAN card numbers either via the app or at a top-up shop. When you top-up at a shop, you can use the QR codes you’ll find on the app. These codes can be scanned at the check-out, instead of your top-up cards.

• If you’ve been topping up at a top-up shop, you might be able to find your PAN card numbers by checking an old receipt. If so you can save them for future use by downloading the OVO Energy Top up app at Apple App Store or Google Play. 

What to do if you’ve lost your PAN card numbers

You can call us on 0330 175 9669. We can confirm your PAN card numbers over the phone. If you like we can also request some replacement cards but you might not need these if you’re happy using the app to top-up.