Check these details first
- 1
Confirm that you selected the DISCO that actually supplies the property.
- 2
Confirm whether the account is Prepaid or Postpaid.
- 3
Re-enter the complete meter or account number and check for missing or transposed digits.
- 4
Submit one new verification request after correcting the details.
- 5
If verification succeeds, compare the returned customer information before paying.
What if the returned customer name is wrong?
Do not assume that a technically successful lookup means you should pay. If the returned customer or service information clearly does not match the intended property, recheck the number and selected DISCO.
If the number is correct but the DISCO record appears outdated or incorrect, contact the DISCO to resolve the account information before payment.
What if the details are correct but verification still fails?
The DISCO or an upstream service may be temporarily unavailable, or the account may have a provider-specific condition. Retry later rather than repeatedly submitting payment attempts against an unverified account.
Verification should happen before payment. Do not bypass a failed or mismatched verification by guessing account details.
When to contact support
If the same valid meter continues to fail verification, keep the meter number, DISCO name and the error shown available when contacting the relevant support channel. Do not share PINs, passwords or one-time authentication codes with support staff.