If your top up code is being rejected, firstly check you are pressing the ‘*’ button, followed by your 20 digit top up code then the ‘#’ button to finish.
If the code is still being rejected, please:
Check that you have entered all digits correctly.
Ensure that your code is entered as one long number.
Check the 19 digit premise number on your Keypad card matches the one on your receipt, website or app and begins with ‘98269’.
Check that you have topped up using your own card rather than a friends or relatives as it relates only to your Keypad meter.
For customers making online payments, please remember that when topping up online, you may need to confirm your payment with your bank/building society. Please follow their usual online payment process to complete your transaction and make sure that your top-up purchase is completed successfully.
If you are still having issues you will need to speak with an agent. Please call 03457 455 455 (Mon-Fri 9am to 5pm).
Have you received any of these messages?
Duplicate: The 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, making 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 meter.
Incorrect: You have entered the incorrect top up code. Wait until the message clears, press the ‘*’ button and then re-enter the code.
Wrong Tar: You have not entered the most recent tariff change code, which we issue when the rate your electricity is charged changes. If you have lost your top up code you can find it by logging into your online account, Energy Online. Select the 'previous top up code' from your Keypad dashboard and then select 'retrieve previous top up code' to view the last top up code you purchased.
If you are facing this issue outside our working hours, or your electricity supply is off, please contact NIE Networks on 03457 643 643 (available 24 hours a day, 7 days a week).
Credit Hi: You have too much credit on your the 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, re-enter your top up code quicker.
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.
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