I've lost my top-up key or card – what do I do?

If you have a traditional meter

Need to top up within the next 5 days? No problem.You can pick up a new top-up key or card from some PayPoint, Payzone shop, or Post Offices. First, 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. We’ll give you an 8-digit code. Please give the code to the shop assistant when you ask for your replacement card or key to make sure it’s updated with the correct energy prices. 

Before you buy any credit using your new key or card, please register it to your meter. To register, insert it into your electricity meter with the arrow facing up. The meter screen will show a message when the key is registered. This can take around a minute. 

If you don’t need to top up urgently, we’ll send you a pre-programmed key or card in the post. You’ll get it within 3 to 5 days. When the key or card arrives, please register it to your meter before taking it to the shop to top up, following the instructions above.

If you have a smart meter

You can top up in person or with the OVO Energy Top-up app – you can download it from Apple App Store or Google Play. 

Using the OVO Energy Top-up app if you’ve lost your card

• To use the app, you’ll need your 19-digit top-up card number(s). If they’re stored in your app, you’ll be able to top up right away. But if they’re not or you don’t have them written down somewhere, you’ll need to get in touch. 

Topping up in person if you’ve lost your card

• You can also top up at any PayPoint, Payzone shop, or Post Office using the barcode(s) saved in your OVO Energy Top-up app.

• If you’ve been topping up at a shop or Post Office, you might be able to find your card number on an old receipt. If you do, save it in your app in case you need it again in the future.

If you’ve lost your card number(s)

There’s help at hand. You can call us on 0330 175 9669, Monday to Friday, 8am to 8pm or 9am to 5pm on weekends. We can confirm your card number(s) as well as request replacement cards over the phone. Of course, you might not need a physical card if you’re happy using the app to top up.

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.