Pay As You GoHelp with my meter
Traditional Pay As You Go meter error codes
If you see an error code on the display of your traditional Pay As You Go meter, this could mean there’s an issue with your meter or key/card. So please check the code and get in touch with us.
You can click the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669 Monday to Friday, 8am to 8pm and 9am to 5pm on weekends.
Electricity meter screen codes:
If your error code begins with “A”, “B”, “C” or “D”
| Fault | What it means |
|---|---|
| A1, A2, A3, A4, A5, A6, A7, A8, A9 | We need to replace your key or meter. Please get in touch. |
| B1, B2, B3, B4, B5, B6, B7, B8, B9 | We need to replace your key or meter. Please get in touch. |
| C1 | We need to replace meter. Please get in touch. |
| C2, C3 | We need to replace your key or meter. Please get in touch. |
| C4 | Re-insert the key and press the “BUDGET” button. If this doesn't work, please get in touch. |
| D1 | We need to replace your meter. Please get in touch. |
| D2 | You need to top up. If this doesn't work, we’ll need to replace your key. Please get in touch. |
| D3 | We need to replace your key or meter. Please get in touch. |
| D4 | Re-insert the key and press the “BUDGET” button. If this doesn't work, please get in touch. |
| D5 | Re-insert the key and press the “DISPLAY” button. If this doesn't work, please get in touch. |
| D6 | We need to replace your meter. Please get in touch. |
If the error code is a number
| Fault | What it means |
|---|---|
| 1-4 | We need to replace your meter. Please get in touch. |
| 10 | We need to check your meter serial number. Please get in touch. |
| 12-14 | We need to replace your key or meter. Please get in touch. |
| 15 | We need to check your meter serial number. Please get in touch. |
| 16-17 | We need to replace your key or meter. Please get in touch. |
| 19 | We need to check your meter serial number. Please get in touch. |
| 20, 21, 22, 23, 24, 30, 40, 41, 42, 43, 44, 45, 50, 99 | We need to replace your key or meter. Please get in touch. |
If the error code is a word
| Fault | What it means |
|---|---|
| No | We need to replace your key or meter. Please get in touch. |
| Token No | We need to replace your key or meter. Please get in touch. |
| Key | We need to replace your key or meter. Please get in touch. |
| Off | We need to replace your key or meter. Please get in touch. |
| Reset | We need to replace your key or meter. Please get in touch. |
Other meter faults without showing a code on the screen
| Fault | What it means |
|---|---|
| Your key is jammed | We need to replace your key or meter. Please get in touch. |
| The display is blank | Call 105 to check for power cuts. If there are no power cuts, please get in touch. |
| Your meter is making a buzzing sound | We need to replace your meter. Please get in touch as soon as you can. |
| There are burn marks on your meter | We need to replace your meter. Please get in touch as soon as you can. |
| There’s a fishy smell/black tar leaking from your meter | You’ll need to call your local distributor to arrange an engineer visit. |
Gas meter screen codes:
| Fault | What it means |
|---|---|
| Backlight is stuck on | We need to replace your meter. Please get in touch. |
| The battery has failed | We need to replace your meter. Please get in touch. |
| The battery is low or there’s a B1 or B3 fault | We need to replace your meter. Please get in touch. |
| The screen is blank | We need to replace your meter. Please get in touch. |
| Free vend | We need to replace your meter. Please get in touch. |
| Call help | We need to replace your meter. Please get in touch. |
| Card fail | We need to replace your meter. Please get in touch. |
| Card not accepted | We need to replace your meter. Please get in touch. |
| 5 dashes or M***** | We need to replace your meter. Please get in touch. |
| Your meter is making a continuous buzzing sound | We urgently need to replace your meter. Please get in touch as soon as you can. |
| There’s no gas supply but you have credit | If the screen shows “on” but your gas appliances aren’t working. You’ll need to call 0800 111 999. |
| There’s a fail message stuck on screen | We need to replace your meter. Please get in touch. |
| Pass/card pass | We need to replace your meter. Please get in touch. |
| Please wait | Remove the card and wait 3 minutes. If this doesn’t work please get in touch. |
| Unresponsive meter | We need to replace your key, card, or meter. Please get in touch. |
| Water in meter | If the meter box is damaged, you’ll need to fix this and then get in touch. |
| Windon or Decom | We need to reset your meter. Please get in touch. |
| Software | We need to reset your meter. Please get in touch. |
Explore our meter guides
Need more help with your meter? Check out our easy-to-follow guides on topping up, reconnecting your meter, activating emergency credit, and troubleshooting common issues.
