Pre payment meter not accepting card

[moonlight]

I have a customer that has just called me as she has no gas. Went round to find out what the issue was.
Pre payment meter not accepting the card. Credit on the card but meter not accepting. Her supplier is not open today. Anyone know where she can get help. They have 5 children and one is disabled. No heat or hot water to care for the child. Thanks

 

[ShaunCorbs]

Someone kicked the meter and it’s gone into security mode ?