Information for Keypad customers
From 16 September, when you buy a top-up you will receive a 40-60 digit tariff change code you will need to enter into your meter. If you're experiencing issues topping up, email us or call us on 08000 285 455. We've extended our opening hours to support customers, visit contact us to find out more.
From the 16 September, when you buy a top-up, you will get a 40 to 60 digit price change code.
If you have not received this code, check to see if the payment for your top-up has been taken from your bank. If no payment has been taken, it is likely that the top-up hasn’t been purchased.
If you attempted to buy a top-up and your payment failed, you will need to wait 24 hours before attempting to buy again.
If you are unable to wait 24 hours before buying a new top-up, please email us at [email protected] with your Keypad Premise number and we will help you.
If payment for your top-up has been taken, and you did not receive your 40 to 60 digit tariff change code, you can check for this long code by logging into your online account and selecting ‘previous top-up code’. Your 40 to 60 digit code will appear on the screen.
If you can’t get your 40 to 60 digit tariff change code, email us at [email protected] with your Keypad Premise Number and we will help you.
Still have questions?
Our team of energy experts would be happy to answer any questions. We’re here to help.
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