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Got a Problem?
Reasons for rejections
The most common reasons for top-up code rejections are listed and explained below:
Rejected – Duplicate: The code you are entering has already been accepted on the meter.
Rejected – Incorrect: You have entered the vend code incorrectly, either you have mistyped or missed off a digit.
Rejected – Incomplete: The vend code must be either 20, 40 or 60 digits long, you may have missed off or added on an extra digit.
Rejected – Invalid: You have entered the vend code incorrectly, either you have mistyped or missed off a digit.
Rejected – Key Lock: The vend code has been entered incorrectly too many times. Please contact our Customer Care Team.
Still experiencing problems?
If you are still experiencing problems, please contact our Customer Care Team on 03303 337 442.
In the event of loss of supply please call our Emergency Line on 03452 068 999.
Please be aware: We will not be able to help you quickly if you enquire about loss of supply via email, as we may not be able to get
back to you for 5 working days. It is best to call our Emergency Line where a Customer Care Advisor can get you back on supply.
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