Help & Support


I've got a message on my Keypad - what does it mean?

If you've got a message on your Keypad, here's what it could mean:






Your Powercode has been accepted. You’ll see the amount of electricity you have bought followed by the word ‘Account’ and then by the amount of credit you now have on your Keypad.


The meter has rejected the Powercode number. This will be followed by a message telling you why the number was rejected.


This means this Powercode number has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and then enter a new Powercode number, making sure it’s not one you’ve used before. If you press button ‘4’ you can see the last five Powercode numbers entered into your meter.



You have entered the Powercode number incorrectly. Wait until the message clears, press the ‘*’ button and then re-enter the number.

Wrong Tar

You have not yet entered the most recent special ‘tariff change’ Powercode which we issue  each time we update the rate at which your electricity is charged. If you have lost your special Powercode, here's how to find it.

Once you have entered  the special tariff change code you will be able to enter the last Powercode number you bought.

Credit Hi


You have too much credit in the meter (the maximum limit is £999.99). Keep your Powercode in a safe place until you have used up some credit and then you can use it.


There has been a delay of more than 20 seconds between entering each digit. Please re-enter your Powercode number quicker.



This means that your Powercode number has been rejected at least five times in a row. Wait until the message clears, and then re-enter your Powercode number.

Related questions


How to use my Keypad?

Here's our step by step guide to topping up.

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I've lost my Keypad powercode.

If you’ve lost your Powercode and haven’t yet typed it into your Keypad you can find it using our website or app.

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I need a new Keypad card.

If you've lost your Keypad card, don't worry. Simply call us on 03457 455 455 and we'll send you out a new card.

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I've got a message on my Keypad - what does it mean?

If you've got a message on your Keypad, here's what it could mean.

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What information can I find from my Keypad?

Find information using the buttons on your Keypad.

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Where can I top-up up my Keypad?

You can buy top-ups for your Keypad meter a number of ways including online, app, Post Office, PayPoint or phone.

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My top-up code is being rejected

If your Keypad Powercode is not being accepted, firstly check that you are pressing the "*" button, followed by your 20-digit code then the "#" button.

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I topped up but the full amount has not been added to my Keypad.

If there is any outstanding balance on your account, a percentage of each top-up you buy goes towards reducing this until it is cleared (this is called a PC Contribution).

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What does PC Contribution mean?

PC contribution stands for ‘Previous Charge’ Contribution. You’ll see this on your top-up receipts if part of your top-up is going towards an outstanding balance on your account.

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Why did I get a longer top-up code than normal?

Powercodes usually have 20-digits. However, when you buy a top-up after electricity prices have changed you will be given a special 40 or 60 digit Powercode. You may also receive a special 40 or 60 digit Powercode if you change your keypad tariff.

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