Help & Support


I’ve lost my top-up code.

If you’ve lost your powercode and haven’t yet typed it into your Keypad you can find it:

  • On our website. simply enter your premise number and select ‘Re-issue previous top-up code’. Your premise number is on your Keypad plastic card or on your welcome letter or other communications you may have received from us.

  • 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


Christmas Keypad Friendly Credit days

As you are aware are usually if your emergency credit runs out after 4pm on a Friday, the supply will stay on until 8am the following Monday. We are extending this over the Christmas period.

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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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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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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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How to use my Keypad?

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

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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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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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Phone lines open Monday to Friday 8am to 7pm. Calls are recorded for quality assurance purposes.