I’ve got an error code on my meter – what does it mean?

Don’t panic – it probably means there’s something wrong – but let us know right away and we’ll get it sorted.

Which error codes might appear on my electricity meter, and what do they mean?

RESET, token no or Errors 1, 2 or 3, 50 or 99:  We need to change your meter – please get in touch with us ASAP so we can sort it out.

Blank screen: If the red light isn’t flashing, there’s no power getting to your meter. Please contact your District Network Operator (DNO). The easiest way to contact them is to call the power cut helpline on 105.

If the red light is flashing, insert your key in the meter and hold down the blue button to ‘wake up’ your meter. If this doesn’t work, give us a ring as there may be something wrong.

Error 6: You’re using the wrong key, or your key has stopped working. Please get in touch to let us know and we’ll tell you how to sort out a new one.

Error 10: This can mean:

  • Your key needs a clean – so try wiping the chip with a clean, dry cloth and then pop it back in.

  • Or: if the above doesn’t work, you’ll need to pick up a new key.

Any error number from 11 to 44: You need a new key. Please get in touch so we can arrange for you to pick one up from your local PayPoint or Payzone.

If you see any other onscreen error messages, it probably means you need a new key. Jot down the error message on your meter display and then get in touch with us so we can arrange a new key for you.

Which error codes might appear on my gas meter, and what do they mean?

Call help: We need to exchange your meter.

Battery fail: You’ll need a meter exchange.

CARD NOT ACCEPTED M and 5 stars or 5 dashes: Try removing your card from the meter and re-inserting it. Your display should go back to normal.

Blank screen: Press the red button ‘A’ or insert your card to try and bring the screen back up. If that doesn’t work, the meter has a fault and will need to be exchanged.

CARDFAIL 04, 28, 35, 38: The meter can’t read your payment card. Try giving the chip a wipe with a clean, dry cloth and then reinsert it.

If you get one of the errors above and the troubleshooting doesn’t work, get in touch with us and we’ll sort everything out.

How to get in touch with us

Email us at or call us on 0330 102 7517. We’re around Monday to Thursday 8am – 8pm, Fridays 8am-7pm and Saturday 9am – 2pm.

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