My gas card is faulty/damaged, what should I do?

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This could be a fault with your meter or with your card. Wipe the gold chip on the card and try again and please check your meter for error messages.

 

  Problem   What to do
No error message and unable to top at your local PayPoint store Please try another location as this may be a problem with the store's terminal. Find another PayPoint near you.

If you have the same issue at a 2nd shop then you will need a new card.

You can pick up a replacement card free of charge from any Paypoint store.

Before you put any credit onto your new card, you will need to activate it by inserting it in your meter for 1 minute. Once this has been done you can then use it to top up as normal.
Error message
'Card fail (possibly with number after it)'
If your meter displays ‘Card Fail’ each time you insert your gas card into the meter and only shows when the card is in the meter, you may need a replacement card.

You can pick up a replacement card free of charge from any Paypoint store. Find a PayPoint near you.

Before you put any credit onyo your new card, you will need to activate it by inserting it in your meter for 1 minute. Once this has been done you can then use it to top up as normal.

If the message remains on the meter when the card is removed please call us on 0800 048 0303* when you’re near the meter so we can fix the problem.
Error message
'Card not accepted'
If your meter says 'card not accepted' this could be a problem with either the card or the meter. Please call us on
0800 048 0303* when you're near the meter so we can fix the problem.
Call help, Battery, Battery fail, -----, M***** If you have any of these messages on your meter screen we may need to send an engineer out. Please call us on
0800 048 0303* when you're near your meter.
Card Pass, Invalid Card, Please Wait (stuck on meter screen) If you have any of these messages on your meter screen we may need to send an engineer out. Please call us on
0800 048 0303* when you're near your meter.

 

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