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Prepayment meter error codes

Occasionally, you may see an error message on your pay as you go meter screen. Here are some of the most common errors and how to fix them.

Electricity meters

Display What it means What you need to do
Error 10 or D10 You may be using an old key First, check to make sure you're using the most recent key you've received from us. If so please use the most recent key. If not please contact us - we'll give you an 8-digit number and tell you how to use it to reprogram your key. Make sure you have a pen and paper to hand when you call.
Error D2 or 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 reprogram 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 Has your meter been changed? Did the engineer leave another key for you to use? If so please try this key. If not please contact us- we'll give you an 8-digit number and tell you how to use it to reprogram your key. make sure you have a pen and paper and the meter serial number to hand when you call.
Error 1 or E1 Your meter has developed an internal fault Please contact us - we may need to arrange for an engineer to visit you.

 

Gas meters

Display What it means What you need to do
Call help A general meter fault has occurred Please contact us as we need to arrange for an engineer to visit you
Card fail There may be dust on the card , or you've put your card in the meter slot the wrong way round Clean the card with a dry cloth and try again
Card not accepted The card isn't accepted by your meter Make sure that you're using the correct card and that it's clean, then try again
Blank display Your meter has a screen saver which will make the screen go blank when not in use to save your battery power Press red button A or enter gas card to re-activate the display
Battery low Your battery is running low and will soon need to be replaced Please contact us- we need to arrange for an engineer to visit you to install a new battery
Battery Fail/Fail Your battery needs to be replaced Please contact us- we need to arrange for an engineer to visit you to install a new battery
Dashes - - - - - or M- - - - Your meter has developed a fault. Please contact us- we need to arrange for an engineer to visit you to rectify the issue
Please Wait Your meter is having trouble reading the card Remove the card and wait 2-3 minutes to re-insert
Card Fail 35 There may be dust on the card. A replacement card may be required Wipe chip with damp cloth. Please contact us- we need to arrange for a replacement card
Meter has credit but display shows 'off' Meter may switch off if not in sustained use as a safety feature Hold the red button A in until the meter switches on

Updated by SPHelp | 29 Oct 17

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