Prepayment meter error messages

Once in a while you might see an error message on your meter screen. Here are some of the most common errors, and how you can fix them.

Electricity meters

Display What this means What you need to do
Error 10 You may be using an old key. First, check to make sure you're using the most recent key you've had from us. You’ll need to contact us so we can give you an 8-digit number and tell you how to use it to reprogramme your key. Make sure you have a pen and paper to hand when you call.
Error D4 Your key isn't programmed correctly. Please contact us - we'll give you an 8-digit number and tell you how to use it to reprogramme your key. Make sure you have a pen and paper to hand when you call.
Error A4/B4 The meter serial number on your key doesn't match your meter. Please contact us - we'll give you an 8-digit number and tell you how to use it to reprogramme your key. Make sure you have a pen and paper to hand when you call.
Token no The meter serial number on your key doesn't match your meter. Please contact us - we'll give you an 8-digit number and tell you how to use it to reprogramme your key. Make sure you have a pen and paper to hand when you call.
Error 1 or E1 Your meter has a fault which we’ll need to look into. Please contact us - we may need to arrange for an engineer to come and take a look.

Gas meters

Display What this means What you need to do
Call help Your meter has a fault which we’ll need to look into. Please contact us – we’ll need to arrange for an engineer to come and take a look.
Card fail There may be dust on the card, or your card might be the wrong way around. Clean the card with a dry cloth and try again, making sure it’s the right way around. If this doesn’t work, please contact us and we’ll get you some help.
Card not accepted The card isn't accepted by your meter. Make sure you're using the right card. Check that it's clean, then try again.
Blank display Nothing to worry about. To save battery power, your meter has a screen saver which will make the screen go blank when not in use. Press red button A to bring back the display.
Battery low The battery in your meter is running low and will need replacing soon. You don't need to do anything - a message will be sent to us when you top up your card. An engineer will drop round to replace your battery soon.
Dashes appear on the screen Your meter has a fault which we’ll need to look into. Please contact us – we’ll need to arrange for an engineer to come and take a look.
Please wait Your meter is having trouble reading the card. Remove the card and wait 2-3 minutes before re-inserting it. If this doesn’t work, please contact us and we’ll get you some help.