Help I’ve ran out of credit and I can’t top up!

  • 4 September 2019
  • 9 replies
Help I’ve ran out of credit and I can’t top up!
Userlevel 3
Badge +1

Updated 18/09/2020 - Make sure to check out our handy topic about weekend emergencies here!

Don't sit in the dark!!

We all get caught short from time to time and it’s good to know that we are here on hand to offer some help. So if you’re ever in a position where you’re out of credit and have no means of topping up, fear not, this handy guide will let you know what we can do to help!

💳PAYG Standard (topping up with a card at a PayPoint only) customers here please! 👋

First and foremost you get £5 emergency credit per meter. When your emergency credit runs out, you won't go off supply during evenings, weekends or bank holidays, this is one of the great perks of having a smart meter. You can book an install here if you don’t have one.

After this credit has been used and the non disconnect period has run out, if you need further help please contact our team.

Customers with Traditional meters (Key and Card top ups at a PayPoint) you're here! 🙋
You also get £5 emergency credit per meter with this meter type. When your emergency credit runs out on your electricity meter, you won't go off supply during evenings, weekends or bank holidays.

Your gas will disconnect after the £5 emergency has been used.

If you need further help please contact our team. You can message them on our Facebook or Twitter pages, or pop them an email at

9 replies


I don't get paid for 2 weeks , I have 4 children and a 3 month old baby , I'm in emergency and I have tried asking friends /family but no luck I've applied to the council but not heard anything is there anything you can do to help me thanks in advance.


Userlevel 5

Hey @Kylie,


I’m moved your message over here, as the info in this topic is very relevant!


Have a read of the solutions, and if none of these are relevant to you, please get in touch.




I need to top up and have no card as just had smart meter installed need help

Userlevel 6
Badge +2

I need to top up and have no card as just had smart meter installed need help


Not good, @Hayley85 - please see this topic for next steps:



Userlevel 1

I can't top up since I didn't receive any card or key. And through the app I can't access to my account.

An adviser gave me two (long) numbers to top up at a PayPoint but both gave an error.

No more solutions by Boost and I’m afraid we will have an electricity cut.

Userlevel 4
Badge +1

Sorry to hear this @Colucci!


With the recent pandemic, there has been a delay in getting out physical cards to customers due to agents not being in the offices to get these sent out. This is currently being worked on, so you can expect the cards in the post soon. 

Luckily, in the mean time you can use the top up card numbers (19 digits long) to top up at your local PayPoint or via our ‘Boost Top-up’ app on the app store.

Can I ask if you’ve downloaded this app and tried to make a top up?


If you’re off supply and still running into problems with making a payment, I’d urge you to reach out to the Boost team on 0330 1027517, between 8am - 8pm for emergency help.


Let us know how you get on,

Userlevel 1

Hello there.

As I said before: I NEVER received a card.
An adviser passed me a number (19 digits long) for top up on a PayPoint. I tried two times but the payment was rejected (£ 10 and £ 20 in cash).

Regarding the App, I've downloaded it but I cannot use it since I do not have a password.

When I choose the option "FIRST TIME LOGGING IN?" or "RESET PASSWORD" the system indicates that a message with indications will be send to my email address, but it never arrives. (I tried several times)

I'm very concerned that the low balance in my account is running out and Boost doesn't give me a proper solution.
None of the proposed solutions seems to work.

Userlevel 1

Now I was able to top up with a new 19 digit number the company provided (it was the third attempt).