Pay As You Go Understanding messages on your prepayment meter

The screen on my card or key meter is blank

If there's no message on your gas card or electricity key meter and just a blank screen. You can try:

• putting your card or key in the meter
• pressing the red or blue button

If this doesn't work, please get in touch.

I've got a message on my prepayment electricity key meter

If you think your electricity key is broken, read our guide, ‘Getting a new card or key for your meter’. Or, see if the error messages below fix the issue.

Messages starting with a D1 or D5

Sometimes, it's just a bit of dust on the key that stops it working. Wipe the key with a clean, dry cloth, and try putting it in your meter again.

Messages starting with an E, D2, D3, D4, D6, D7, D8 and D9 or any other message

Call our Pay As You Go enquiries team, and they'll be able to help. Have your meter's serial number handy - it begins with S or F and is usually under the screen next to the barcode.

I've got a message on my prepayment gas card meter

If you think your electricity key is broken, read our guide, ‘Getting a new card or key for your meter’. Or, see if the error messages below fix the issue.

Error messages starting with the below mean there's a problem with your meter. Call our Pay As You Go enquiries team, and they'll be able to help. Have your meter's serial number handy—it begins with an L and is usually under the screen next to the barcode.

• Call help
• Card Pass
• Battery
• Battery Fail
• -----
• M*****

If you get the following error messages and nothing changes when you put your gas card in the meter, wipe the card with a dry cloth and try again.

• 'Invalid Card'
• 'Card not accepted'
• 'Card Fail'
• 'Please wait'

If the message disappears, your card is broken, and you'll need to get a replacement. If the message is still there, this means your meter is broken, and you'll need to contact us.

Also, if your meter shows a blank screen, it could be the meter's screensaver. Push the 'A' button. If nothing happens, your meter may be faulty. Call our Pay As You Go enquiries line, and they'll be able to help.

My gas card meter screen says "off"

Your meter may look something like this. To fix it, follow the steps below.

How to fix your meter

1. Turn off all your appliances.
2. Ensure you have credit available on your meter or your gas card.
3. Insert your gas card into the meter, and it will show your balance.
4. If the meter display is off, turn your meter on by pressing the red button. This message will appear on the screen: 'If appliances off press button A'.
5. Press the red 'A' button, and the meter will show 'HOLD for gas'.
6. Hold down the 'A' button and wait until the display shows 'Release A for gas' and then let go of the button.
7. It can take up to a minute for the meter to beep three times and change to 'ON'. The supply will then turn on and display the amount of gas available. If you still don't have any gas, follow the steps without the card in.

If you still need help, call our Pay As You Go enquiries line.

My smart meter display is off or has an error message

The display is blank

If the display doesn't turn on when you press any buttons, you'll need to book an appointment and an engineer will fix or replace it.

The gas meter display says 'B3' or 'Battery Fail'.

You need to replace the battery in your gas meter. Please book an appointment, and an engineer will come and replace it for you.

Is your meter displaying a different code?

There are many different makes and models of meters, and most have very different codes. If we can't find a solution to the code your meter displays, we'll get an engineer to fix or replace your meter.

If you're having trouble topping up your meter or don't have supply, we can help.