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Top up meter error codes and messages

Top up meter error codes and messages

If something's wrong with your top up meter, key or card, your meter will show an error code or message.

Here are the most common errors, along with advice on what to do next.

Electricity meters


If your screen is blank

This happens when your meter goes into fail-safe mode, usually after a power cut.

We’ll need to replace your meter, but you can top up as normal until we do.

Get in touch and we’ll book an appointment to get your meter replaced.


If your meter shows an error code
Error codeWhat the code meansWhat to do next
Error code
1, 2, 3, 50-99
What the code means
There’s something wrong with your meter and we might need to replace it.
What to do next
Get in touch. We’ll book an appointment for an engineer to come to your home.
Error code
D2, D4, 10
What the code means
Your key isn’t talking to your meter correctly.
What to do next
Get in touch and give us your meter serial number. That's the number on the front of your meter. We’ll then give you a code so you can get your key reset at your nearest PayPoint, Payzone or Post Office.
Error code
6, D6
What the code means
You might be using an old or the wrong key for your meter.
What to do next
If you’re sure you used the right key and it didn’t work, or if you added credit to the wrong key, get in touch. We may ask you for a photo of your top up receipt or meter. We’ll then give you a code to take to your nearest PayPoint, Payzone or Post Office, so you can get your key reset or top up refunded.
Error code
11-45
What the code means
There might be something wrong with your key.
What to do next
Get in touch. We’ll give you a code to take to your nearest PayPoint, Payzone or Post Office. They’ll either reset your key or set up a new one for you.

Gas meters


If your screen is blank

Your gas meter’s screen turns itself off to save battery. Press the red A button on the meter to wake up the screen.


If your meter shows an error message
Error messageWhat the message meansWhat to do next
Error message
----, M****
What the message means
There’s something wrong with your meter.
What to do next
Get in touch. We’ll book an appointment for an engineer to come to your home.
Error message
Battery, Battery fail, Battery low
What the message means
There’s a problem with your meter’s battery.
What to do next
Get in touch. We’ll book an appointment for an engineer to come to your home.
Error message
Call help
What the message means
There’s something wrong with your meter.
What to do next
Get in touch. We’ll work with you to find out what’s wrong with the meter, or book an appointment for an engineer to come to your home.
Error message
Card fail (04, 28, 35, 38), Card pass
What the message means
Your meter is having trouble reading your card.
What to do next
Wipe the card with a dry cloth and put it back into your meter. If this doesn’t work, get in touch.
Error message
Card not accepted
What the message means
There’s something wrong with your card.
What to do next
Get in touch. We’ll work with you to find out what’s wrong with the card, or book an appointment for an engineer to come to your home.
Error message
Please wait
What the message means
Your meter is having trouble reading your card.
What to do next
Take the card out of your meter, wait 3 minutes, then put it back in.

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