What do I do if my gas card is broken or lost?

  • 21 November 2018
  • 23 replies

My gas card isn't working and I’m in my emergency. I’ve been calling loads of shops but they don’t have any cards.

What am I supposed to do ?


Best answer by Lucy_Boost 23 November 2018, 14:59

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23 replies

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Updated on 25/10/21 by Tim_Boost:


Here’s a list of possible traditional gas meter top up card issues and what to do about them:


“Card not accepted”


This is not the correct card for the meter. Speak to our Support team to arrange a new card. 


“Card Pass”

“Invalid Card”

“Card Fail” (commonly followed by numbers)

“Please Wait”

Insertion of the card does not change the meter screen


The card is damaged Firstly, please wipe the card with a clean, dry cloth. If this doesn't solve the issue, please put the card in the meter the wrong way around, then again correctly.

If the issue is still not fixed, speak to our Support team to arrange a new card.

If the new card doesn’t remove the error - we’ll need to visit to replace the faulty meter. 


“Card fail 35”


Wrong gas card. Speak to our Support team to arrange a new card. 


How to contact us?


Webchat and Facebook / Twitter:

Monday - Friday


Saturday & Sunday


Bank Holidays



Full Service Phone: 0330 102 7517 (0117 370 1041 from a mobile)

Monday - Friday




Bank Holidays



Emergency Phone: 0330 102 7517 (0117 370 1041 from a mobile)

Monday - Friday


Saturday & Sunday



Hope this helps!

Hi ive lost my gas card and ran out of gas what can I do s help
Userlevel 5
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Hey @Lee260271 - I've moved your post over here where you should be able to find the info you need in Lucy's answer above.

Hi. Can any one help as the customer services dont seem to want to. Ive switched from economy energy. I have a smart meter and i went to top up from the ususal app and it wont let me top up. I now have no supply of gas and electricity will be gone tomorrow. Ive had no instructions on what to do. Has anyone any joy resolving this

I tried topping up my economy card but PayPal won’t do it so for a week had no gas for heating ,cooking or hot water
Tried phoning boost but only got mobile phone so cannot wait 230 minutes for advisor
Emails every day but not been answered
why has Ofgem given a company that obviously can’t cope this contract this I will be asking Ofgen on Monday
Anyone know how to get this companies response??
I have recently transferred to boost gas supply they have sent me out my welcom pack but no top up card my supply changed on the 26 jan 2019 I am currently sitting with no gas and there’s closed..any ideas on what I can do ?
I have lost my gas card and have to children I have no heaters and it’s very cold how can I get my gas put on
I have lost my gas card does anyone no how u can get another one as it’s very cold and I have two children
I havent received a new card and key so can i still use my old ones until new ones are supplied
Can I topup my gas with econmony energy card not recevied new card yet an have no gas
I have a econmony energy gas card can i still use that to topup have no gas supply for heat an cooking
Userlevel 6
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I have a econmony energy gas card can i still use that to topup have no gas supply for heat an cooking


Yes @Vonh1 @Fraserc

Please use those Economy Energy cards and keys to top up your meters, or through the online top-up portal if you use it. This means we won’t be sending you new keys and cards for now. If you’ve lost your top-up keys/cards, please visit Boost Help ( and search ‘problem with my meter key card’.

We’re just making sure everyone can keep their meters topped up for the time being.



Ok thanks got another question I recommended a friend to boost on Friday 1st Feb has this been received
I still haven't received my card. I've waited 2 weeks. I already have one for the electric
Is my new gas card on the way? Had a new meter put in because it kept going into "call help" also my current gas card has £20 unused credit. Can I be refunded for this?
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Hey @Dozzer - I've moved your post over here you should be able to find the info you need in Lucy's answer above.
Userlevel 3
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Sorry to hear you've not had your card yet, @Shaun90, the info above will send you in the right direction to getting this sorted. Please contact our team ASAP, they'll be able to assist with any refund due.
I have rang up 4 times to say about getting another gas card from local shops none of them do ovo or boost and we have no gas. I have fibromyalgia so need baths, my child needs baths and clean clothes and pots with no gas can't do anything. I'm not happy at all.
Userlevel 5
@Sassysarena I've merged your post to this one, as the info here is very relevant.

I hope you've managed to get this sorted now.


An engineer called other day and had took my card I didn’t realise till now he had

the boost telephone helpline is shut till Monday is there anyone who can help I have a new born baby and don’t know what to do 

Userlevel 5

@Boost customer I moved your message over here as the information could help you!


Just to confirm though, there’s always someone on Facebook or Twitter between 9am - 5pm on weekends that can help!

hello I have no gas supply I have a disabled partner and a 1 year old son I have no card it is Sunday and I need to get some supply is there anyone that can help me with this please….!!!!!!

Userlevel 5

Hey @Kyle_Culley ,


As I mentioned above, if you need to get in touch on a Sunday between 9am - 5pm, contact us via Facebook or Twitter.


If you’re still off supply right now, though, please call the team on 0330 102 7517. They’re available 8am - 8pm Monday - Friday, and 9am - 2pm Saturdays.