Home / Product Selection / Energy / Pay As You Go / I use Home Energy Top Up and I've got an 'error communicating with card' message
  • Question

    I use Home Energy Top Up and I've got an 'error communicating with card' message

    • Answer

    • There could be a few reasons why an 'Error communicating with the card' message appears:

      1. ActiveX isn't installed. Find out how to install ActiveX
      2. You're using an old gas card. Make sure you're using the new card sent with your pack and it's inserted with the chip facing up. Your new card will have b1.1 on the back of the card bottom right
      3. The gas card needs to be activated. Insert your new gas card in your meter for 60 seconds.
      4. The gas card is faulty. Do you get an error message on your meter when you insert your gas card? If so, you need a replacement card, please call us on 0800 107 0188*, we're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

      Checked all the above? If you still get the error message, please call us on the number above.

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.



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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=3114
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