Help & Support


My Powercode is being rejected

If your Keypad Powercode is not being rejected, 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 that you have 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 with ‘98269’
  • Check that you have topped up using your own card rather than a friends or relatives. 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.

Phone lines open Monday to Friday 8:30am to 6pm. Calls are recorded for quality assurance purposes.