Token valid, meter still refuses
If you already ruled out typing errors (rejected token), the hardware or the meter identity is the problem. This page is that second half.
1. Split meter — you are on the wrong keypad
Many Ghana homes have the measurement unit on the pole or stairwell and a CIU (small keypad box) inside. Tokens load on the CIU. The outdoor unit may have no working keypad. If the indoor box is dead, that is an ECG/technician job — a new token will not wake a dead CIU.
2. Keypad or display failed
- No digits appear: try firmer presses; clean dust; check if any key beeps.
- Garbled LCD: still try the token once; if reject/no feedback, stop.
- Do not open the meter cover. Opening often sets a tamper flag and cuts supply even when credit remains.
3. Tamper, bypass, or “credit there, lights off”
Remaining credit on screen with no supply usually means a safety/tamper lock or a breaker/MCB downstream — not a missing token. ECG must inspect. Buying more credit will not close a tamper.
4. Meter was swapped; you bought the old number
After replacement, only tokens generated for the new meter number work. The old 20-digit codes are foreign keys. Update the number you save on Ewale: *714*22# → add/new meter, confirm the new name.
5. What to take to ECG
- Photo of meter sticker (full number readable).
- SMS or printed token (20 digits visible).
- MoMo receipt time and amount.
- Description: reject vs dead keypad vs tamper text on LCD.
District prepayment can test the meter, reprint an unused token, or raise a fault for CIU/meter change. Ewale can resend SMS and confirm which meter number was vended; we cannot reset ECG hardware.