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Help!? There’s a problem with my meter key or card

Got an issue with your electricity key or your gas card? Here’s how to handle it like a pro.

Your gas card and electricity key are simple bits of kit – but even the simple stuff can have issues every now and then. Here are some hints and tips to help if there’s a gremlin living inside yours.

If you’ve just joined Boost, it can take up to 5 working days for your new key and card to arrive, so please keep using your old key or card in the meantime.

My key/card isn’t working – what should I do?

Our number 1 tip is taking the key/card out of the meter and wiping it with a clean, dry cloth. If you re-insert it and it still doesn’t work, please get in touch with us and we can send you a replacement.

Is your meter showing an ‘error code’ when you insert your key/card? If it is, make jot it down and tell us about it when you get in touch. That’ll help us know how we need to help much faster.

Did you see an error code when you popped your key or card in a PayPoint (or Payzone for electricity) terminal? If yes, please note down the error that came up and let us know about it when you get in touch.

I’ve lost my gas or electricity key – can I have a new one?

Yes – you can get a new electric meter key from any PayPoint or Payzone that stocks Eon or NPower keys (the type we use). You can only get a new gas card from a PayPoint, sorry.

But before you go, please give us a ring to let us know you’re going to get a new key. We’ll then call or email you within an hour to give you an 8-digit ‘TAG’ code.

You give this code to the PayPoint or Payzone assistant and they’ll be able to set up your new key with our rates and other relevant information so you can register it when you get home.

If you’d like, and you’re not in a rush, we can send a new key in the post, already programmed, which will reach you within 3-5 days.

Before you add any credit with your new key, please register it in the meter. If you try to do a top-up before registering your key, it could be wiped.

My top-up hasn’t appeared on the meter. Why?

It’s possible that your electricity meter key or gas card is faulty. Please get in touch with us so we can send you a new one.

If an error code appears when you insert your key or card into the meter, please jot down the error message and give us a ring so we can sort it out.

If you don’t see an error code but the money hasn’t appeared on the meter, it may be that the credit has gone towards paying off debt. If you think this may be the case, please see here.

There might also be a problem at the PayPoint or Payzone where you topped up. If you think this is likely, please email us a photo of your receipt, clearly showing the 20-digit reference number. If you topped up both meters, make sure you use the number from your electricity receipt for your electricity meter and the gas receipt number for gas.

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