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From time to time, things don't always go to plan. If your gas or electricity Pay As You Go meter seems faulty, there are a few things you can do to find out what's wrong.
The first thing to do is check that you have credit on your meter. If the word 'debt' is on the display, followed by an amount, your meter has run out of credit. You'll need to credit your meter with at least £2 more than the display shows to get back to normal.
To find out where your nearest PayPoint site is, take a look at the PayPoint finder. Or, to find out where your nearest Post Office is, take a look at the Post Office finder.
Energy suppliers, including SSE, are currently contacting a number of customers who have been identified as having a faulty pre-payment gas meter. An estimated 1.5 million pre-payment gas meters have been over-collecting from customers across all suppliers since their manufacture in 2007. Read more about this problem and what we're doing about it.
If you think there’s a problem with your electricity key or gas card, then clean it by gently wiping it with a clean dry cloth and re-insert it into the meter. If this doesn’t work, please contact us and we’ll send out a replacement.
If you’ve purchased a faulty token, we recommend you take it back to the shop you bought it from and they should replace it. We’re replacing all token meters, so please contact us if you still have one in your home.
Message on the meter
What you need to do
D1, D3, D4, D5, D6, D7, D8 and D9 messages
Clean the key by gently wiping it with a clean dry cloth and re-insert it into the meter.
If it’s still not working, you’ll need to contact us so we can send you a new key. Please contact us as there is a fault with your meter.
Write down your meter serial number (this is usually under the barcode on the meter, below the display) and contact us.
If you have credit but your meter display is blank, check your trip switches. If one is down, you may have a faulty appliance or faulty wiring. Try unplugging any appliances that were in use when the power went off and resetting your trip switches.
If you still don’t have any power, try to check to see if your neighbours have electricity. To report a power cut, contact your local emergency distributor.
If there isn’t a power cut and you still have a problem, write down your meter serial number (this usually under barcode below the display). Make a note of any figures or messages showing on the display, then contact us.
If your meter has switched off, then you may have run out of emergency credit. You’ll need to top up your gas card with enough credit to cover your emergency credit and any debt you owe before your gas supply can return to normal.
If you have credit on your meter but no error message is displayed, turn off all your gas appliances and call the National Gas Emergencies number on 0800 111 999.
If you have credit and you have an error message, then check our table below to see what you need to do:
Wipe your gas card with a clean dry cloth and re-insert it into your meter.
Please contact us to let us know if the message disappears (this means there's a fault with your card) or if the message remains (this means there's a fault with your meter.
If your gas or electricity supply is interrupted because your meter is faulty, then please contact us straight away.
If we don't keep our promise and arrive outside of these times, we'll pay you £30. Sometimes this payment won't apply, for example, under exceptional circumstances and events beyond our control (like severe weather). To find out more about this, read our Guide to Service Standards.
If we visit and find the fault has been caused by you (such as running out of credit), we'll charge you for our visit. If we call out of hours, it may cost you more.
If we charge you for our visit, we'll normally add the money as a debt to your meter so it's easier for you to pay.
Electricity:0345 073 7974Gas: 0345 073 7975Moving home: 0345 078 3213
Find out where to buy credit to top up your Pay As You Go meterPayPoint finderPost Office finder
View our Pay As You Go meter guides.
A guide to your Pay As You Go meter (514KB)
Electricity - A Pay As You Go meter guide (357KB) Gas - A Pay As You Go meter guide (294KB)
SSE and associated brands: Scottish Hydro, Southern Electric, SWALEC and Atlantic are all trading names of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502
(Supply of Electricity, Home Phone, Broadband & Feed in Tariffs);
Southern Electric Gas Limited Registered in England & Wales No. 02716495
(Supply of Gas);
SSE Water Limited Registered in England & Wales No. 06021063
(Supply of Water);
SSE Home Services Limited Registered in Scotland No. SC292102
(Heating & Wiring, Shield Care & Servicing, Gas Installations and Eco);
SSE Energy Solutions Limited Registered in Scotland No. SC386054
(Energy Efficiency Installations & Insulation Products);
SSE Green Deal Provider Limited Registered in Scotland No. SC432920
(Green Deal Scheme)
All members of the SSE Group
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited and SSE Green Deal Provider Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ
SSE Home Services Limited and SSE Green Deal Provider Limited are all authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.