Help & Support
Keypad
I’ve lost my top up code.
Don’t worry if you’ve lost your top up code. If this is the last top up code you purchased and you haven’t yet typed it into your Keypad you can find it:
- On our website
Energy Online Keypad customer?
Simply login to your Energy Online account, select the 'Previous top up code' tab from your Keypad dashboard and then select the 'Retrieve previous top up code' button to view the last top up code you purchased.
Guest?
Select view my previous top up code and enter the last 9 digits of your Keypad premise number. Select 'Continue' and you will be able to view the last top up code you purchased.
- Using the Power NI app
Select the Keypad top-up option and choose ‘re-issue top-up code’.
To find out the last 5 Powercodes you’ve entered into your Keypad press button ‘4’ on your Keypad.
Related questions
Keypad
How to use my Keypad?
View our guide on how to use your ‘pay as you go’ Power NI Keypad.
How to top up electricity - Power NI
Find out how to top up your Power NI pay as you go Keypad.
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.
Can I top up without my Power NI Keypad card?
You can still make top-ups without your Keypad card, as long as you have your 19 digit premise number.
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.
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.
I’ve bought electric with the wrong Keypad card – what do I do?
If the card you have used belongs to a family member, close friend or landlord you should sell the top-up code to them and then purchase a new code for yourself using the correct Keypad card.
If you don't know whose card or premise number you have used please contact us on 03457 455 455.
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.
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).
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.
