Payments and statements

My key/card for my Smart Pay As You Go meter isn’t working – what should I do?

We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement.

Is your meter showing an ‘error code’ when you insert your key/card? If it is, note the error code down and tell us about it when you get in touch. That’ll help us work out how to fix the issue quicker.

Was there an error code when the shop assistant popped your key or card in a shop terminal? If there was, please note down the error that came up and let us know about it when you get in touch either via webchat or by calling 0330 175 9669 (Monday to Friday 8am to 8pm, and 9am to 5pm on weekends).

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