Help & Support


My Powercode 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.

If the code is still being rejected please check:

  • Have you entered all of the digits in your code correctly?
  • Ensure that if your code is 40 or 60 digits long you have entered it as one long number
  • Check that the 19 digit Premise Number on your card matches the one on your receipt/website/app and begins 98269
  • Do you hold a card for a friend or relative? Ensure that you are using your own card as it relates only to your meter.

Have you received any of these messages?

Duplicate: This Powercode number has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and  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.

Incorrect: 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 ‘tariff change’ Powercode, which is usually 40-60 digits long (this is issued  when we update our unit rates). If you have lost your  Powercode, here's how to find it.

Once you have entered  the 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.

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


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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