Electricity meters

Display What this means What you need to do
Error 10

What this means

Your key may be dirty or faulty.

What you need to do

First, try cleaning the key with a dry cloth and then try again. If it still doesn’t work then please contact us.
Error D4

What this means

Your key is for another meter.

What you need to do

Please contact us - we'll give you an 8-digit number and tell you how to use it to reprogramme your key.
Error A4/B4

What this means

Your key is for another meter.

What you need to do

Please contact us - we'll give you an 8-digit number and tell you how to use it to reprogramme your key.
Token no

What this means

There is a fault with your key or your meter.

What you need to do

Please contact us - we'll give you an 8-digit number and tell you how to use it to reprogramme your key. If your re-programmed key still doesn’t work, then please contact us and we will arrange for an engineer to change your meter.
Error 1 or E1

What this means

Your meter has a major fault.

What you need to do

Please contact us - we will arrange for an engineer to change your meter.


Gas meters

Display What this means What you need to do
Call help

What this means

Your meter has a fault which we’ll need to look into.

What you need to do

Please contact us – we’ll need to arrange for an engineer to come and take a look.
Card fail

What this means

There may be dust on the card, or your card might be the wrong way around.

What you need to do

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 sort it out for you.
Card not accepted

What this means

The card isn't accepted by your meter.

What you need to do

Make sure you are using the right card – if you are then please contact us.
Blank display

What this means

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.

What you need to do

Press red button A to bring back the display.
Battery low
(B1, B2, B3)

What this means

The battery in your meter is running low and will need replacing soon.

What you need to do

Please contact us and we will arrange for an engineer to come and change your battery.
Dashes appear on the screen

What this means

Your meter has a fault which we’ll need to look into. Or are you in the ‘budget’ functionality by mistake?

What you need to do

Are you in the ‘budget’ functionality by accident? If not and you still have dashes on screen then please contact us – we’ll need to arrange for an engineer to come and take a look.
Please wait

What this means

Your meter is having trouble reading the card.

What you need to do

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.


If any of the above information advises you to contact us, or you can’t find the relevant fault number on the list above, then please contact npower on 0800 073 3000. We're open: Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.

View call charge information

If it is an emergency and you have no supply out of hours (9:00pm to 8:00am Monday to Friday, 7:00pm Saturday to 9:00am Sunday, 6:00pm Sunday to 8:00am Monday) then please contact National Grid on 105.

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*Unless there's a problem collecting a reading

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We can send reminders by email or SMS when it’s time to read your meter, so you don’t have to worry. And you get more accurate bills for every reading you send.

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