Split Meters • CIU / Keypad • Integrated Meters • Token Loading

Electricity Meter Support Guide

Use this guide to understand common issues on prepaid electricity meters, including split meters with a CIU/keypad and integrated keypad meters. This page explains token loading problems, keypad communication issues, rejected tokens, tamper/error messages, and no electricity after loading a token.

Log Electricity Support Ticket Token Purchase Guide View Electricity Issues

Token purchases

Electricity and water token purchases follow the same basic process. For online buying, banking app buying, retail buying, SMS delays, and missing tokens, use the shared Token Purchase Guide.

Open Token Purchase Guide

Split meter with CIU The main meter is normally outside or in a meter box. The customer enters tokens on the CIU/keypad inside the unit.

Integrated keypad meter The keypad is built into the meter. Tokens must be entered directly on the meter itself.

CIU not connecting The keypad must communicate with the meter. Weak batteries, distance, plug point issues, or pairing problems can stop communication.

Token rejected Check the meter number, token number, meter type, and whether the meter is registered on the correct vending profile.

Before logging a ticket

These checks help reduce delays and make it easier for the support team to investigate your electricity meter issue.

Identify the meter type Confirm whether the meter is a split meter with a CIU/keypad or an integrated keypad meter where the keypad is built into the meter.

Check the CIU/keypad For split meters, check if the CIU/keypad has power, working batteries, and is close enough or correctly connected to communicate with the meter.

Confirm the token response Take note of whether the token was accepted, rejected, already used, failed, or if the keypad showed a communication error.

Attach photos when logging a ticket Attach a photo of the meter number, CIU/keypad screen, token receipt, and any error message shown.

Tip: If money was deducted but no token was received, attach proof of payment and provide the purchase channel used.

Urgent: For electrical faults, unsafe electrical faults, or no electricity situations, log a support ticket and include photos so the issue can be prioritised correctly.

Common electricity meter issues

Select the closest issue when logging your ticket and include the proof listed below.

1. CIU / keypad not connecting to the meter

This normally affects split meters. The CIU/keypad must communicate with the main meter before a token can load. Check the keypad batteries, plug point, distance from the meter, and whether the CIU shows a connection or communication error. Attach a photo of the CIU/keypad screen when logging a ticket.

2. Token rejected

A token can reject if the wrong meter number was used, the token was already used, the token belongs to another meter, or the meter is not correctly registered or mapped on the vending profile. Attach the token receipt and a clear photo of the meter number or CIU/keypad screen.

3. Token accepted but electricity does not return

If the token was accepted but there is still no electricity, check the main switch, distribution board, available credit, and whether the meter or keypad shows any error. This may also happen if there is a supply issue or a trip inside the property.

4. Integrated keypad meter issue

On an integrated keypad meter, the keypad is part of the meter itself. The token must be entered directly on the meter. If the meter is outside, locked, damaged, or difficult to access, access may be required before the token or error can be checked.

5. Keypad has no power or weak battery

Some CIU/keypads use batteries or require a power connection. If the keypad is blank, slow, or switches off, replace the batteries or check the power supply before logging the issue.

6. Tamper or error message

If the meter shows tamper, reject, error, failed, blocked, or any unusual message, do not keep trying random tokens. Take a clear photo of the message and log a support ticket with the meter number and token receipt.

7. Wrong meter number or registration issue

If the meter was recently installed or registered, token purchase and loading may fail until the meter is active on the correct profile. Provide the property details, unit number, meter number, and registration documents where applicable.

8. No electricity but meter has credit

If the meter shows credit but there is no power inside the unit, the issue may be with the main switch, DB board, breaker, wiring, or property-side supply. Attach photos and explain whether other units or only your unit is affected.

What information must you submit?

When logging an electricity meter support ticket, include enough information for the support team to identify whether the issue is on the CIU/keypad, the meter, the token, the registration profile, or the property-side electrical supply.

Meter information Electricity meter number, CIU/keypad photo, property name, unit number, address, and customer name.

Purchase information Token number, purchase date and time, amount paid, where you bought the token, and the response shown after entering the token.

Proof and screenshots Photo of the meter number, CIU/keypad screen, error message, proof of payment, online receipt, shop slip, or banking app screenshot.

Description Explain whether it is a split meter with CIU/keypad or integrated keypad meter, what happened, when it happened, and what you already tried.

Once your ticket is submitted, EDM Solutions will review the details and respond through the available contact information provided.

Log Electricity Support Ticket