Water Meter Support Guide
Use this guide to understand common prepaid water meter issues such as no water after loading a token, valve not opening, low credit, leaks, pressure problems, meter errors, and registration or mapping issues.
Token purchases
Water and electricity 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.
Common water meter issues
Select the closest issue when logging your ticket and include the proof listed below.
1. Keypad balance not updating automatically
The water keypad may sometimes keep showing an old balance or old reading, even after a token was loaded. Before assuming there is a fault, press 601 on the keypad to check the current meter balance. The balance should show remaining water units in kilolitres, such as 5.00 kL, 1.00 kL, or 0.00 kL. If the balance shows 0.00 kL, the credit may be finished or the keypad may not have updated from the meter.
2. Keypad shows Fail / Connection Failed
If the keypad shows Fail, Connection Failed, Connect Fail, or keeps failing when entering a token, this usually means the keypad is not communicating with the outside water meter. Check whether the outside meter is still on, not damaged, and properly closed/covered. Attach a photo of the keypad message and the outside meter when logging a ticket.
3. Meter has units but there is still no water inside
If the meter shows available units but there is no water inside the property, first confirm whether the property has municipal water supply. The issue may be municipal supply, property plumbing, a closed valve, or installation direction. If the meter was recently installed, ask the plumber to check that the meter and valve direction are correct and not installed upside down.
4. No water after loading token
If the token was accepted but water does not return, first press 601 to confirm the current balance on the keypad. If units are available but there is still no water inside the property, check whether municipal water supply is available, whether property-side valves are open, and whether there may be a plumbing or installation issue. Attach photos of the keypad balance and meter when logging a ticket.
5. Valve not opening or closing unexpectedly
A prepaid water meter controls the water supply through a valve. The valve may remain closed if credit is finished, the token failed, the keypad has not updated, or the meter is not communicating. EDM water meters do not operate like electricity tamper mode; once correctly installed and supplied with water, they should allow water to pass when there is available credit. If the meter was recently installed, ask the plumber to confirm the meter and valve direction are correct.
6. 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. Attach the token receipt and a clear photo of the water meter number.
7. Low credit or meter showing no credit
If the meter shows low credit or no credit, buy enough credit and keep the receipt until the token loads successfully. If the credit does not update after loading, log a support ticket with the token receipt and meter photo.
8. Leak at or near the meter
Take clear photos showing where the leak is located. Explain whether the leak is before the meter, on the meter connection, after the meter, or inside the property. Serious leaks should be treated as urgent.
9. Pressure issue or weak water flow
Low pressure may come from the municipal supply, blocked strainers, pipe restrictions, partially closed valves, or property-side plumbing. Explain whether other units are affected or only your unit is affected.
10. Meter not registered or mapped correctly
If the meter was recently installed or registered, token purchase or 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.
11. Money deducted but water token not received
This is handled through the shared Token Purchase Guide. Attach proof of payment, purchase date and time, amount paid, purchase channel, and meter number when logging a support ticket.
What information must you submit?
When logging a water meter support ticket, include enough information for the support team to identify whether the issue is with the meter, valve, token, water supply, installation, registration profile, or property-side plumbing.
Water Meter Short Codes & LCD Display Guides
Select the water meter model below to view the keypad short codes and LCD display signs.
ZLINK LXC-15 Water Meter
Keypad short codes and LCD display signs for the ZLINK LXC-15 prepaid ultrasonic water meter. Use this guide before logging a water support ticket.