My prepaid meter has stopped working and won’t accept any tokens? 7 Easy Troubleshooting Steps

One of the worst feelings is when your prepaid meter stops working and won’t accept any tokens.

Here are a few steps you can take to address the issue:

Check the meter display: Make sure that there are no error messages or any other indications of a problem on the meter display. If you see any error codes or messages, note them down as they may provide useful information when contacting your electricity provider. See a list of different meters and error codes here – https://straton.co.za/pre-paid/about/prepaid-meter-error-codes/
Verify the tokens: Double-check the tokens you are entering into the meter. Make sure that you are entering the correct token numbers and that they correspond to your meter’s unique identifier. It’s possible that a simple mistake in entering the token could be the cause of the issue. If you are using an Amanzi Prepaid Water Meter then this VIDEO – How to Enter your 20 Digit Prepaid Token into a Straton Prepaid Water Meter – will assist you in entering your token.
Check if you are you affected by the TID Rollout: If your prepaid meter stops accepting new tokens on or after 24 November 2023 then the problem is most likely a Token Identifier (TID) fault and you will need to update your prepaid meter (electricity, water or gas) by purchasing more units and following the instructions printed on your receipt. More info and instructions here: https://straton.co.za/pre-paid/the-tid-rollover-and-how-it-affects-your-prepaid-meter/
Contact your electricity provider: Reach out to your electricity provider’s customer service or support team. They will be able to assist you further with troubleshooting the issue. Provide them with the necessary details such as your account number, meter serial number, and any error codes displayed on the meter. If you are unsure of just who your provider is then follow the instructions under the How to find my supplier/payment processor FAQ section here: https://straton.co.za/pre-paid/about/faqs/
Request a meter inspection: If the issue persists, request a meter inspection from your electricity provider or meter supplier. They will send a technician to assess the meter and identify any faults or malfunctions that may be causing the problem.
Consider alternative payment methods: While waiting for the issue to be resolved, you may need to explore alternative payment methods for your electricity consumption. Your electricity provider can advise you on the available options such as purchasing prepaid vouchers from authorized vendors or using online payment platforms.
Ask Online: Straton Prepaid and PMD Clients can request assistance HERE.

Remember, each electricity provider may have specific procedures and troubleshooting steps for prepaid meter issues, so it’s important to contact them directly for the most accurate and personalised assistance.

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