Q: How can I top up?

1. There are several ways you can buy a Keypad top-up: Online or using our app, why not register or login now . 24-hour automated phone service visit our contact us page and select option 1 when calling. At any PayPoint or Post Office outlet. Please note: credit cards are not accepted when topping up through our app, online or phone service. You’ll need to have your card details and your 19 digit premise number which can be found on your Keypad card when topping up. 2. When payment is approved you will get a 20 digit top up code. 3. Enter this top up code on your Keypad Press the ‘*’ button and then the 20 digit top up code. If you make a mistake press the ‘*’ button to delete a character. When you've entered the entire top up code press the ‘#’ button to finish. If entered correctly an 'accepted' message will display. For further help with topping up read our simple step-by-step guide .

Question 1

How can I top up?

Accepted Answer

1. There are several ways you can buy a Keypad top-up:

Online or using our app, why not register or login now.
24-hour automated phone service visit our contact us page and select option 1 when calling.
At any PayPoint or Post Office outlet.

Please note: credit cards are not accepted when topping up through our app, online or phone service.
You’ll need to have your card details and your 19 digit premise number which can be found on your Keypad card when topping up.

help-keypad-card@2x.png

2. When payment is approved you will get a 20 digit top up code.

3. Enter this top up code on your Keypad

Press the ‘*’ button and then the 20 digit top up code.
If you make a mistake press the ‘*’ button to delete a character.
When you've entered the entire top up code press the ‘#’ button to finish.
If entered correctly an 'accepted' message will display.

For further help with topping up read our simple step-by-step guide.

Question 2

Can I top up without my Power NI Keypad card?

Accepted Answer

You can still purchase top-ups without your Keypad card, if you have your 19 digit premise number. This should begin with the numbers ‘98269’ and can be found on a previous top-up receipt.

If you don’t have a previous receipt contact us and we'll provide you with your 19 digit premise number and order you a new card. For help with topping up read our simple step-by-step guide.

Order a Keypad card online

You can order a replacement card by filling in an online form and we will send a new card in the post.

Question 3

I've got a message on my Keypad - what does it mean?

Accepted Answer

If you've got a message on your Keypad, here's what it could mean.

Accepted: Your top up code has been accepted. Your Keypad will show the amount of electricity you have bought followed by the word ‘account’ and the total amount of credit you have.
Rejected: The meter has rejected the top up code. This will be followed by a message telling you why the number was rejected. If this appears wait until the fault message clears and start from the beginning again.
Duplicate: This top up code has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and enter the new top up code. Make sure it’s not one you’ve used before. If you press button ‘4’ you can see the last five top up codes entered into your Keypad.
Incorrect: You have entered the incorrect top up code. Wait until the message clears, press the ‘*’ button and then re-enter the number.
Wrong Tar: You have not entered the most recent tariff change code which we issue when there have been changes to the rate your electricity is charged. If you have lost your tariff change code, here's how to find it. Once you have entered the tariff change code you will be able to enter the last top up code you bought. If you need help with this outside our working hours, or your electricity supply is off, please call Northern Ireland Electricity Networks on 03457 643 643 (available 24 hours a day, seven days a week).
Credit Hi: You have too much credit on your meter (the maximum limit is £999.99). Keep your top up code 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, you may need to re-enter your top-up code more quickly.
Kblock: This means that your top up code has been rejected five times in a row. Wait until the message clears, then re-enter your top up code.
Overload: This means you have used too much electricity for your Keypad meter. This can sometimes happen if you are using too many appliances at once. To fix this, press and hold the ‘0’ key for up to 10 seconds. Click here to find out more information on the Keypad overload error.

If your error message is not listed above please contact us.

Question 4

I topped up. but the full amount has not been added to my Keypad

Accepted Answer

If there is an 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.

To help keep track of this, we’ll send you an annual account statement and we'll let you know as soon as the outstanding balance has been cleared.

Have you registered as a Power NI customer?

It’s important to register with Power NI and use the correct Keypad card, otherwise you could end up paying off someone else’s balance. To register, contact us.

Question 5

How can I get a keypad meter installed?

Accepted Answer

Keypad is a convenient way to support household budgeting by being able to keep a track of what you’re spending. If you are thinking of getting a Keypad meter installed at your property, you can let us know by filling in the switch to keypad form or contact us.

Getting your Keypad installed

We’ll organise a date and time that suits for an engineer to remove your standard meter and replace it with a Keypad meter. After this you’ll pay as you go. Visit our step-by-step guide for help with topping up.

A meter reading will be taken at this stage which we’ll use to calculate your final balance. We will then issue your final statement within 4-5 days of your Keypad being installed.

You can pay the balance over the counter at any PayPoint or Post Office (please state you are paying ‘Previous Charges’), or by contacting us.

You have 5 days to make payment, but if you’d prefer it can be paid off gradually. If payment is not received after 5 days the amount will be added to your Keypad as ‘Previous Charges’. Your meter will be set to collect some of your balance with each top up made, this won’t be more than 20% of each top up.

For example, if you buy a £10 top up, you will get £8 credit on your meter and £2 will be paid off your outstanding balance.

Please get in touch if you are finding this arrangement difficult or if you would like up-to-date information on the amount of your balance remaining.

Find out where you can top-up.

Question 6

How much does it cost to have a Keypad meter installed?

Accepted Answer

Keypad is our pay as you go option making it easier to budget and keep a track of what you’re spending. As a Power NI customer, it’s free to have a Keypad meter installed.

Find out more about getting a Keypad meter installed.

Question 7

I'm changing to Keypad when will I get my final bill?

Accepted Answer

Keypad is a convenient way to support household budgeting by being able to keep a track of what you’re spending. If you're changing from a credit meter (bill pay) to Keypad (pay as you go) you'll receive a final statement from Power NI.

The meter reading taken on the day your Keypad is installed will be used to calculate your balance. We’ll send you a letter informing you of this amount within 4-5 days of your Keypad being installed.

If you pay by Direct Debit we’ll cancel it once your Keypad installation has been completed.

If your account is in debit

If your final statement shows a debit balance you can pay this in full. You also have the option of paying off your final balance through your Keypad. Your meter will be set to collect some of your arrears with each top up made, this won’t be more than 20% of each top up. You’ll see this on your top up receipts as “PC contribution”.

If you have spoken with us, when setting the meter, we’ll agree a repayment plan/rate that works for both you and us and take into consideration your individual circumstances and ability to pay. For example, if your agreed recovery rate is 20% and you buy a £10 top up, you will get £8 credit on your meter and £2 will be paid off your outstanding balance.

Find out more on what PC Contribution means.

If your account is in credit

If your final credit balance is over £50 you'll receive a cheque for this amount or if you previously paid by Direct Debit this amount can be credited to your bank account. If your final credit balance is under £50, you'll receive this as part of a future top up code.

Keypad Pay-As-You-Go

Do Keypad customers pay more for electricity?

More Keypad & Keypad+ questions