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

  • 11 December 2017
  • 29 replies
  • 13631 views

Userlevel 6
Badge +2
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.

* Updated - 11/07/2019 - All correct!*

29 replies

Hi, I’m trying to call to get an emergency unbranded card as mine as been lost. I’m off supply and have been on hold waiting to be answered now for over 40 minutes, is this normal? I know it’s a bank holiday but I have two small children and it’s getting very cold. Any idea how long the wait is to talk to the emergency team please? Many thanks
Userlevel 7
Badge +1
Hi @Clarekerr76 are you on The standard tariff? Have you tried to do a small top up (if possible) with your top up card number - can Be found on the letter it was sent with.

For future refence if you make a permenant copy of this top up card number should you loose or misplace them again you can top up with just the number!
Userlevel 5
Badge +1
Hey @Clarekerr76

I just want to check in with you to make sure that this all got sorted?

Lucy
Hi, i signed up for boost around 6 days ago and i had an email asking for my phone number, when i moved into the property and a meter reading which i gave them. They said someone wold be in contact within 48 hrs but that was 3 days ago. Please try and help as i have no electricity or gas in my home because i am waiting for my cards from you.
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
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 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 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 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).
Ive lost my key meter and I'm on emergency how do I get a new one today
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
What happens if your local shops'machines arent working to top up electric with your key and Ovo is now closed until Monday?
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
need my gas card top up number and the call centre is clo
Hi @Stacey87 have you been able to speak to our Customer Care team today?
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
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
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 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
Iv lost my key iv been in phone all day and got cut off at 645pm I need a 8 digit code
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 👍
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
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....
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?
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

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