Lost your top up key/card? Here's how to get a new one

  • 11 December 2017
  • 29 replies
  • 20480 views

Userlevel 6
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Updated 13/02/2020

If you need to contact the team over the weekend, check out our weekend help guide here.​​​

Lost something?

 

If you've misplaced your key, there's a few options to take depending on the urgency.

If you've got a decent credit balance on the meter, give us a call to ask for a new key to be posted to you. This will usually take 3-5 working days to arrive. You'll need to insert the key into the meter before going to a PayPoint to top up.

If your credit balance won't last you 5 working days, we can arrange for you to pick up a new key from a nearby PayPoint. You'll be given a code which you give to the assistant who attaches it to the new key, and you'll then need to insert the key into the meter before going back to a PayPoint to top up.

If its a new gas card, you can top up straight away without having to return home and pop it in the meter first!

The number to call is: 0330 102 7517.

 


29 replies

Userlevel 4
Badge +1
Hi @Merica_anne,

Sorry to hear about the issue you're having.

You'll really need to speak to a Customer Care agent to get a new top up key etc to make sure you get back on supply.

You can also reach out to our team via their Facebook page here, or their Twitter account here.

Let us know how you get on!

Cheers
Been on hold for ages, I have an autistic 13 year old, an 8 year old, a 15 month old baby and currently 4 months pregnant. My electric has run out and turned off and I've lost my key. I was looking for it this morning to top it up and cant find it. Help
Userlevel 3
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I'm hoping you've managed to get a key, @runragged, I've moved your post here as there is a lot of relevant information above. You can use any blue or black electricity key, it doesn't have to be a branded key of ours.

I hope this helps!
I recently called BOOST as i have lost me electricity key. The woman gave me a number to use to obtain a new one, and told me to go to any pay point to collect after an hour. I have been to 6 pay points an none of them have one in stock. They all complained that they're never sent enough and always have this problem. I am about to run out of electric and BOOST is closed !!! What do i do ???
Userlevel 5
Badge +1
Hi @Ceriharries - We've been extremely busy recently due to the collapse of Economy Energy, and taking on their customers. This has meant we've been inundated with contact from these customers and it's pushed our call wait times and email response times up. I'm sorry you've been on the receiving end of this. It's not representative of our usual service, and everyone here has been working flat out to get back to everyone that needs our help. Our wait times are now back down to just a couple of minutes, and the current wait time is under 5.

@Svaf and @l.lyndsell - I've moved you comments to here. More info about this above ☝🏼

Thanks,
Nancy
Hi, I've lost my electric key, the customer line is closed as its Sunday and I am almost out of electric with young kids!
What can I do?
H lost my top up key on a Sunday of course..... Cannot get any help via phone. Electric has run out. Freezers are slowly defrosting. Please help....
Hiya u need to get in touch with them. Be prepared to b on phone for hrs. And if u phone in morning they keep ur place in queue and phone u back make sure u answer within couple of rings as they hang up. Anyway u need a 8 digit code make sure it’s 8 as they give me a 10 had to mess around with the numbers finally got there
Userlevel 6
Badge +2
I’ve just moved house and use supply the energy but I don’t have a key to top up

Check out the main topic for info on how to get a new key sorted @Alexcogan @Mattyboi @Ceriharries 👍
Iv lost my key iv been in phone all day and got cut off at 645pm I need a 8 digit code
Userlevel 1
I’ve just moved house and use supply the energy but I don’t have a key to top up , and I’m on the phone to use and it’s saying I need to wait 182 minutes which is an absolute disgrace! I work and I don’t have time to sit on phone all day and use charge £3:60 a minute which is shocking aswell
I’ve lost my key and the call center is closed I don’t have access to online or mobile features, can i get a code tonight
Userlevel 4
Badge +1
It sounds like the wrong key was used on the meter, @Rach85. Hopefully you've managed to get this sorted, if not just give our Customer Care team a call to get this sorted. They're available Monday-Friday 8am-6pm and Saturday 9am-1pm, on 0330 102 7517.

Eva
HI I've just topped my key up got home and it won't go on to my meter it's saying error D2 I'm on emergency and can't get hold of customer service can anyone help me please
Hi @Stacey87 have you been able to speak to our Customer Care team today?

need my gas card top up number and the call centre is closed

Userlevel 4
Badge +1
Hopefully you've managed to top up, @MartynneL. If the PayPoint is down, I'd recommend trying another one.

If you're off supply please give the team a call ASAP on 0330 102 7517.

Eva
What happens if your local shops'machines arent working to top up electric with your key and Ovo is now closed until Monday?
We already have a topic on this so I've moved your query over to here, @Floyd

Check out the information at the top for what you need to do to get a new key!

Cheers,
Emma
Ive lost my key meter and I'm on emergency how do I get a new one today
Userlevel 7
Badge +1
Did you get this sorted @Lisadee87

if not please reach out to the customer care team asap on 0330 102 7517 (or 0117 332 3728 from a mobile).
I have lost my top up key I have under £1 left on my emergency credit and there is no shop in my area with a key !
Userlevel 5
Badge +1
Please this is urgent, My fridge has leaked because it has been 2 days already with no electric and I'm abroad, I need this sorted out urgently. What do I do now? The number doesn't work and I have no other way to top up.


For anything that is an emergency, please make sure you contact our Customer Care team directly as the forum is a space for users to help one another and share their knowledge. The Moderators are on hand to help as and when but all emergencies need to go through the correct Customer Care channels so the teams can help.

Lucy
I've misplaced my key and currently abroad for a month, My father has gone to my home to top up the electric but cannot find the (electric) key. I've been trying to call 0330 102 7517 more than 5 times, it rings but then hangs ups.

Please this is urgent, My fridge has leaked because it has been 2 days already with no electric and I'm abroad, I need this sorted out urgently. What do I do now? The number doesn't work and I have no other way to top up.
Userlevel 6
Badge +2
Hi @Sammi.j

Sorry to hear about this missed call back. If you don't have a top up key and card from us, please call ASAP: 0330 102 7517.

Tim

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