Question 1

My top up code is being rejected.

Accepted Answer

If your top up code is being rejected, firstly check you are pressing the ‘*’ button, followed by your 20 digit top up code then the ‘#’ button to finish.

If the code is still being rejected, please:

Check that you have entered all digits correctly.
Ensure that your code is entered as one long number.
Check the 19 digit premise number on your Keypad card matches the one on your receipt, website or app and begins with ‘98269’.
Check that you have topped up using your own card rather than a friends or relatives as it relates only to your Keypad meter.

For customers making online payments, please remember that when topping up online, you may need to confirm your payment with your bank or building society. Please follow their usual online payment process to complete your transaction and make sure that your top-up purchase is completed successfully.

Have you received any of these messages?

Accepted: Your top up code has been accepted. Your Keypad will show the amount of electricity you have bought followed by the word ‘account’ and the total amount of credit you have.
Rejected: The meter has rejected the top up code. This will be followed by a message telling you why the number was rejected. If this appears wait until the fault message clears and start from the beginning again.
Duplicate: This top up code has already been added to your Keypad. Wait until the message clears, press the ‘*’ button and enter the new top up code. Make sure it’s not one you’ve used before. If you press button ‘4’ you can see the last five top up codes entered into your Keypad.
Incorrect: You have entered the incorrect top up code. Wait until the message clears, press the ‘*’ button and then re-enter the number.
Wrong Tar: You have not entered the most recent tariff change code which we issue when there have been changes to the rate your electricity is charged. If you have lost your tariff change code, here's how to find it. Once you have entered the tariff change code you will be able to enter the last top up code you bought. If you need help with this outside our working hours, or your electricity supply is off, please call Northern Ireland Electricity Networks on 03457 643 643 (available 24 hours a day, seven days a week).
Credit Hi: You have too much credit on your meter (the maximum limit is £999.99). Keep your top up code in a safe place until you have used up some credit and then you can use it.
Error: There has been a delay of more than 20 seconds between entering each digit, you may need to re-enter your top-up code more quickly.
Kblock: This means that your top up code has been rejected five times in a row. Wait until the message clears, then re-enter your top up code.
Overload: This means you have used too much electricity for your Keypad meter. This can sometimes happen if you are using too many appliances at once. To fix this, press and hold the ‘0’ key for up to 10 seconds. Click here to find out more information on the Keypad overload error.

If your error message is not listed above please contact us.

Question 2

I’ve bought electric with the wrong Keypad card.

Accepted Answer

If the card used belongs to a family member, close friend or landlord you should sell the top up code to them and then purchase a new code for yourself using the correct Keypad card.

If you don't know whose card or premise number you have used please contact us.

If you've lost your Keypad card, don't worry, you can order a new keypad card online.

Question 3

What does PC contribution mean?

Accepted Answer

PC contribution stands for ‘Previous Charge’ contribution.

You’ll see this on your top up receipts if part of your top-up is going towards an outstanding balance on your account. Your meter will be set to collect some of your arrears with each top up made, this won’t be more than 20% of each top up.

If you have spoken with us, when getting your meter installed, we’ll agree a repayment plan/rate that works for both you and us and take into consideration your individual circumstances and ability to pay. For example, if your agreed recovery rate is 20% and you buy a £10 top-up, you will get £8 credit on your meter and £2 will be paid off your outstanding balance. If you are finding this arrangement difficult please contact us on the PAR email address.

To help keep track of this, we’ll send you an annual account statement and we'll let you know as soon as the outstanding balance has been cleared.

You can also contact us and make additional payments to reduce the arrears, this may be particularly useful during months of lower usage.

Please contact us at home@powerni.co.uk if you would like up-to-date information on the amount of your arrears.

Have you registered as a Power NI customer?

It’s important to register with Power NI and use the correct Keypad card, otherwise you could end up paying off someone else’s balance. To register, contact us.

Phone lines open Monday to Friday 9am to 5pm. Calls are recorded for quality assurance purposes.

Question 4

Why did I get a longer top up code than normal?

Accepted Answer

Keypad top-up codes usually have 20-digits. However, when a change needs to be made to your meter, you’ll receive a longer code. When you buy a top-up after a Keypad update, you will be given a special 40 to 60-digit code, depending on your tariff.

In the event of a price change, you will receive a longer top up code in the weeks running up to the price change date. This will credit your Keypad with your top-up amount and will prepare your meter to change to the new unit rate when it comes into effect.

In the event of a settings update, this will change the configuration of your meter.

What if my meter won't accept this longer code?

Longer top-up codes are entered to apply changes to your meter, such as updating your tariff rate. These codes need to be entered into the meter in the order they were purchased. If you have purchased any previous top-ups with a longer code, it's important to enter these into your meter before entering the long new code.
If you have received a longer top up code, simply key it in as normal.

Find out how to top up your Power NI Pay-As-You-Go Keypad meter.

If you are having issues entering your Keypad code outside our Power NI working hours (Monday to Friday, 9am to 5pm) or your electricity supply is off, you can contact NIE Networks on 03457 643 643 (available 24 hours a day, seven days a week).

Question 5

How much does it cost to have a Keypad meter installed?

Accepted Answer

Keypad is our pay as you go option making it easier to budget and keep a track of what you’re spending. As a Power NI customer, it’s free to have a Keypad meter installed.

Find out more about getting a Keypad meter installed.

Question 6

What is a Keypad annual statement?

Accepted Answer

This is an annual statement to show how much electricity you have used in the last year and will also include the following information relating to your account:

Discount received
Total number of top ups
Tariff
Unit rate
Usage

This statement is purely for your information, you don’t have to take any action.

Other questions you may have relating to you Keypad Annual Statement.

Why does the total amount topped up differ from the amount I’ve used? Should these not be the same?
The amount used is based on meter readings and does not include any credit on your meter at the time of your last meter reading.

Can I use my Keypad unit to accurately find out how much electricity I have used?
Yes! Press button 2 to see how much you have used in pounds and pence each month for the last 13 months.

I came back to Power NI, I had my Keypad installed, I moved to a new house during the 12 months. What is the usage based on then?
The usage is calculated from the date you came back to Power NI, the date your Keypad meter was installed or the date you moved house.

I am paying off money I owe to Power NI through my Keypad. Is this included in the total amount topped up or bought?
No. The information provided is the total amount of credit you received in your meter, after any deductions were taken.

I would like to provide a meter reading, how do I do this?
To provide a meter reading visit NIE Networks website or call NIE Network’s automated meter reading service on 03456 093 030.

Keypad Pay-As-You-Go

I topped up. but the full amount has not been added to my Keypad

Have you registered as a Power NI customer?

More Keypad & Keypad+ questions