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I’m having a problem with my meter key/card – can you help?

If there’s a fault with either your electricity key or your gas card, here’s what to do.

Your gas card and electricity key are simple bits of kit – but even the simplest things can go wrong (or missing) occasionally. If there’s a problem with yours, here are some hints and tips to help you.

If you’ve just joined OVO, it can take up to 5 working days for your new key and card to arrive, so please keep using your old key or card in the meantime. 

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

We recommend taking the key/card out of the meter and wiping it with a clean, dry cloth. If you re-insert it 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 so, please make a note of it and let us know about it when you get in touch. That will help us come up with the most appropriate solution for you.

Did you see an error code when you entered your key or card in a PayPoint (or Payzone for electricity) terminal. If so, please make a note of the error message that came up and let us know when you contact us.

I’ve lost my electricity key – can I have a new one? 

Yes – you can pick up a new electric meter key from any PayPoint or Payzone that stocks Eon or N Power keys (the type we use). 

Please give us a call first, to let us know you need to collect a new key. We’ll then call or email you within an hour to give you an 8-digit ‘TAG’ code. 

When you give this code to the PayPoint or Payzone assistant they’ll be able to programme your new key with our rates and other relevant information so you can register it when you get home. 

If you prefer, and you’re not in a hurry, we can send you a new key in the post, already programmed, which will reach you within 3-5 days. 

Before you start to add any credit with your new key, please register it in the meter. If you try to do a top-up before registering your key, it could be wiped.

I’ve lost my gas card – can I have a new one? 

You can collect a new gas card from a PayPoint, in the same way we’ve just described for collecting an electricity meter key. However, with gas cards, you can only pick them up from a PayPoint, not a Payzone.

Before you start to add any credit with your new gas card, please register it in the meter. If you try to do a top-up before registering your card, it could be wiped.

My top-up hasn’t appeared on the meter. Why?

It’s possible that your electricity meter key or gas card is faulty. Please get in touch with us so we can send you a new one. 

If an error code appears when you insert your key or card into the meter, please let us know what it says so we can work out what we need to do to put things right for you.

If you don’t see an error code but the money doesn’t seem to have gone on to your meter, it may be that the credit has gone towards paying off debt. If you think this may be the case, please see here.

There might also be a problem at the PayPoint or Payzone where you topped up. If you think this is likely, please email us a photo of your receipt, clearly showing the 20-digit reference number. If you topped up both meters, make sure you use the number from your electricity receipt for your electricity meter and the gas receipt number for gas.

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