Meters. Getting a new card or key for your prepayment meter

Electricity Key replacement

If your electricity key seems to be broken, firstly, try cleaning the gold chip on the key and try again.

Check the electricity meter for any error messages and follow guidelines on Understanding messages on your meter page to see what you need to do as you may need an engineer rather than a new electricity key.

If there's no error message on your electricity meter, you have lost your key or your key isn't working at your local Payzone, you will need a new Key.

If you have enough credit on your meter, we can send a new electricity key in the post within three working days. Just call our automated line on 0333 200 7788. There's no queue and we'll do the rest.

Contact our Pay as you go team who will give you an RTI reference number and then after 30 minutes you can go to your nearest Payzone Super Agent and collect a new key.

You can find Super Agents on the Payzone map – their icon has a light green border with a white star. Just give the shopkeeper the RTI number and they will give you a new electricity key for free. You can top up the electricity key at the same time.

If there's no error message on your meter and a replacement electricity key from your local Payzone does not work, you can contact our Pay as you go team who will help you further. They will need you to be near the meter so you can read the meter serial number (it’s the number beginning with an S or F) and make some checks on the screens.

Gas Card replacement

If your gas card seems to be broken, firstly, try cleaning the gold chip on the card and try again.

Check the gas meter for any error messages and follow guidelines on Understanding messages on your meter page to see what you need to do as you may need an engineer rather than a new gas card.

If there is no error message on your meter and your gas card was working the last time you used it and you've not recently had your meter changed, you can collect a replacement gas card from your nearest Payzone Super Agent.

Alternatively, if you have enough credit on your meter, you can contact us to have a new gas card sent in the post within three working days. Just call our automated line on 0333 200 7788.

If you need it quicker, you can find Super Agents on the Payzone map – their icon has a light green circle with a white flash. Just ask the shopkeeper and they will give you a new gas card for free. It's important to let them know this is an emergency gas card and that you don't have a 7-digit “RTI” code.

Before you can buy credit, your gas card will need to know which meter it belongs to, so you will need to take it back home and put it in your meter for one minute. You can then top it up as normal.

If there's no error message on your meter and a replacement gas card from your local Payzone does not work, you can contact our Pay as you go team who will help you further. They will need you to be near the meter so you can read the meter serial number (it’s the number beginning with L) and make some checks on the screens.

Smart Card replacement

You can contact us to have a new gas card sent in the post within three working days. Just call our automated line on 0333 200 7788.

You can still top up without having a smart card if you have your smart card number. It’s a 19-digit number written on your smart card. If you have this number saved, you can use it to top up at our smart meter top-up page or at your local Payzone.

Alternatively, if you don’t have the smart card number saved, you can easily top up using the app or your online account.

Can I get my lost credit back?

Yes, we can give you back any money left on your electricity key or gas card if it was lost, damaged or broken and the credit was unable to transfer to the meter. You might have to give us proof of buying the credit before we refund you though.

Cards for smart meters don't hold any top ups on them, so if you've lost your card after topping up, your money will still be sent to your meter as normal.

Contact our Pay as you go team to tell us how much was on your card or key - you can do this at the same time you're ordering a new one. We'll check it's right and refund your credit back to your key or card.