Help & Support


How do I use my Keypad?

1. Buy your top-up

There are a number of ways you can buy a Keypad top-up:

Simply click Keypad top-up on our website or download our app from the App Store or Google Play.

  • At any PayPoint or Post Office outlet

Find your local PayPoint or Post Office.

  • Over the phone

Call 03457455455 and press ‘1’ for Keypad top-up*.

 You’ll need to have your 19 digit premise number handy when you’re topping up. You can find this on your Keypad card.


2. You’ll get a 20-digit code (your Powercode) to type into your Keypad.


3. Enter your Powercode.

Press the ‘*’ button and then the 20-digit number. If you make a mistake press the ‘*’ button to delete each keystroke and then enter the rest of the code. Press the ‘#’ button to finish. A confirmation message will be displayed.



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

Related questions


How to use my Keypad?

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

Read More

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.

Read More

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.

Read More

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.

Read More

What information can I find from my Keypad?

Find information using the buttons on your Keypad.

Read More

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.

Read More

Call us

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