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Smart PAYG

Your place for smart PAYG queries, advice and support.

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The Chameleon In Home Display (IHD) 6 User Guide

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Smart PAYG - a guide to the new app

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We're changing PAYG+ to PAYG Smart - FAQs here!

82 Topics

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How do I check my balance on electric and gas on the Payg smart app, can't see my balance's anywhere in the app ?

Just downloaded the new payg smart app and top up my gas and electric and have email reciepts to say my payments were successful but can’t find my balance’s anywhere in the app… any ideas please ?

Article Why hasn't my top up gone onto my meter, but the payment shows on my bank statement?

If you have topped up and the payment has left your account and not gone onto your meter, please don’t panic, your payment won't be lost. These payments are being ‘held’ by your bank and will be refunded within 3-5 working days - but it might be sooner, depending on your bank. The payments will show...

New Boost Smart PAYG app has my payment details wrong but why does it say default card payment settings can't be deleted?

Been switched over to PAYG Smart. On the new Boost app it had my bank card expiry date wrong ( old one was fine) so can't top up on line. I tried to delete it and re input it but won't let me. Keeps saying default card payment settings can't be deleted?? Yes I've tried to delete the app and re downl...

How do I cancel my rolling top ups now that I'm on the new Smart PAYG?

I have a rolling top up I want to cancel but this isn't on the app or site anymore. I've emailed boost at least 5 times and the response I got were someone emailed us from a different email address or we don't offer direct debit. I use the same email address and I don't want a direct debit I want to...

I've been moved to Smart PAYG, but why is my gas balance not showing on the In Home Display (IHD)?

So I’ve been put into smart payg today and my ihd is showing my electricity balance but not my gas. I’ve topped my gas up £10 using the app and received a receipt for it but it’s showing nothing at all for my gas any ideas?

I've switched to a different supplier - how could I owe money to Boost if I was prepayment?

Recently left Boost Smart PAYG, we had credit in our account when we left but today have been asked for £45. How can we owe money when we paid for fuel in advance?

I've topped up but the money isn't showing on my balance - why?

Updated on 12/03/2020 I topped up last night and it’s come out of my bank, but my balance is still in the emergency. Will I still get cut off?

In Home Display not connected to my meters - help

Hi my ihd is connected to my WiFi as my hub says so but keeps saying wireless connection lost on my hub and is not connected to my meters I have phoned boost and gave them the numbers off the ihd they require they said could take up 2 24 hours for them to connect it it's now been 48 hours and ideas...

How can I get my single rate smart meter changed to a two rate Economy 7 smart meter?

Hi for the last 4 weeks I have been trying to resolve my problems first with Customer Services by telephone and then many emails to hello@boostpower.co.uk.Having taken over the supply on 1st November 2020, and shortly after fitted new storage heaters. The supply was and still is on OVO Variable tari...

Can't top up on smart PAYG app - I get error message 'Unfortunately there was a problem with your payment, you have not been charged for this transaction'

I’ve had it with this rubbish. I’ve been trying to top up through this pathetic app for the past 2 weeks and all I’ve been getting is this error message stating “ Unfortunately there was a problem with your payment, you have not been charged for this transaction “ Anyone else in the same boat? Suppo...

Can I get an In Home Display (IHD) sent to me?

Hi I’m new to the forum..... I have been an ovo customer since last December and had smart meters fitted but never received the In Home Display does anyone know if it’s possible to get one??? We seem to be using a considerable amount of credit on a daily basis and no ones home between 8am - 4pm. I...

I had a smart meter fitted today but can't top up on Smart PAYG and had credit on the old meters?

Been trying to get through to customer services for 40 minutes. Had a smart meter fitted today I've had winter fuel & old top ups to the sum of 152 pounds removed. I've tried to top up with the app it's not going into my account but 5 X £ 10 top ups showing in the bank as pending. To add insult...

Why am I being charged for energy I haven't used?

Half of the week my boiler is switched off and I expect to have not consumed any gas while it is. How come, when I check my smart meter, £2 or so has been burnt while I remain cold? Also, emergency credit has a mind of its own. Kind regards, Darren H

Is it possible to get a receipt for a top up made over the phone?

Good afternoon, I am trying to get a copy of a receipt from a top up made June/July 2020. When I made the top up over the phone I was assured that I would get an email receipt, however this never came. I have spent hours on the phones since then trying to get a copy and have been told that one would...

I have no electric supply and vulnerable people in the property

OK, I'm inclined to believe this is Boosts fault... Given over the last 5 days I've had 4 phone calls with hold times of over 5 hours, and then got zero help with my issues. Now it seems you have shut my supply off as I'm the only house in my street with no supply. Probably whilst trying to connect...

I'm moving to Smart PAYG soon - how do I get an In Home Display (IHD)?

Can I get a ihd please

How does the 'barcode' top ups work with Smart PAYG?

Is the PAYG nightmare scenario real ? Boost is switching all it’sPAYG customers to something called PAYG smart. The new so called smart system,offers several disadvantages compared to the old system. But two of these, if they are true,are quite worrying. Firstly, the new smart app might only be...

How do I top up my gas with Smart PAYG when I can't do it on the app and I don't have a gas card?

I only have the single duel fuel card which i was just able to top up my electric with using the new payg smart boost top up app. Do i need a different card to top up my gas in the app, or will the same one work for gas also?

Smart PAYG research group

Smart PAYG is coming soon This is the topic thread for those forum members involved in a closed research group to help us with feedback on Smart PAYG. For those involved you’ll be getting an email shortly with a link to this topic. Thanks for your help! For others, please leave your feedback, thoug...

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Smart PAYG

Article We're changing PAYG+ to PAYG Smart - FAQs here!

Article Smart PAYG - a guide to the new app

Article The Chameleon In Home Display (IHD) 6 User Guide

Article We're currently unable to send out top up cards