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.

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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

I’ve lost my top-up code.

Accepted Answer

You can retrieve previous top-up codes by logging in to your online account. Once logged in select the ‘View previous top-up code’ button on your account dashboard.

Please note that the top-up must have been purchased within 14 days, either online or via our automatic telephone service. Unfortunately, you cannot retrieve top-up codes purchased at the Post Office or PayPoint from your online account. To retrieve these codes, please contact us.

For future top-ups, you can request an email or SMS copy of your receipt, which will include your top-up code. Keeping a copy can be useful if you ever need to refer back to it or avoid losing it again.

Question 3

I’ve bought electric with the wrong Keypad card.

Accepted Answer

If the card used belongs to a family member, close friend or landlord you should sell the top up code to them and then purchase a new code for yourself using the correct Keypad card.

If you don't know whose card or premise number you have used please contact us.

If you've lost your Keypad card, don't worry, you can order a new keypad card online.

Question 4

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 5

Why did I get a longer top up code than normal?

Accepted Answer

Keypad top-up codes usually have 20-digits. However, when a change needs to be made to your meter, you’ll receive a longer code. When you buy a top-up after a Keypad update, you will be given a special 40 to 60-digit code, depending on your tariff.

In the event of a price change, you will receive a longer top up code in the weeks running up to the price change date. This will credit your Keypad with your top-up amount and will prepare your meter to change to the new unit rate when it comes into effect.

In the event of a settings update, this will change the configuration of your meter.

What if my meter won't accept this longer code?

Longer top-up codes are entered to apply changes to your meter, such as updating your tariff rate. These codes need to be entered into the meter in the order they were purchased. If you have purchased any previous top-ups with a longer code, it's important to enter these into your meter before entering the long new code.
If you have received a longer top up code, simply key it in as normal.

Find out how to top up your Power NI Pay-As-You-Go Keypad meter.

If you are having issues entering your Keypad code outside our Power NI working hours (Monday to Friday, 9am to 5pm) or your electricity supply is off, you can contact NIE Networks on 03457 643 643 (available 24 hours a day, seven days a week).

Question 6

What is the minimum amount I can top up?

Accepted Answer

The minimum top up amount is £5 when topping up at a Post Office, PayPoint or online via Energy Online website and app.

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

Keypad Pay-As-You-Go

Quick help

Can I top up without my Power NI Keypad card?

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