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APP UPDATE - View your Smart PAYG balance online

APP UPDATE - View your Smart PAYG balance online
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Updated on 12/04/21: For some customers, the balance feature won’t show on the Smart PAYG app till up to 3 days after the latest version of the app has been installed.

 

Since the launch of the new app, we’ve had a lot of feedback from customers that the ability to view your balance online was missed.

It was really helpful for those that can’t easily access the meters, those unable to read their In-Home Displays very well, or those that are away from home a lot.

We’ve listened to all these helpful comments, and have implemented the ability to view your balance online once again!

This should show just below your top up numbers, like the picture below. It’ll give you a snapshot as of midnight, just as the previous app did.

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Some customers are getting the update automatically and seeing it straight away, but if you still can’t see it, try deleting the app, and re-installing. Make sure to choose the ‘Boost Top Up’ app, and once re-downloaded, it should appear. 
But as the balance is updated at midnight, if you install the app today it won't be visible until after midnight tonight.

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You can also access Smart PAYG via a browser here.


27 replies

Doesn’t work! 
 

ive deleted and reinstalled several times. 
logged out and back in again and I still can’t view it. My IHD doesn’t work as in a second floor flat and too far from the meters. Can’t view the balance on the meters as they’re outside and I’m an agrophobic! Even ur customer service advisers have no idea. Awaiting a call back, which hasn’t come! I’ve never had a problem with boost/ovo and been with you for years. But I’m already looking up other suppliers to change to. Yes, I will pay more, but it’s a service that I need. 
 

so so disappointed 

Userlevel 1

Hi @Cls and thanks for letting us know this. 

 

It sounds as if the issues might due to a weak signal strength if the meters are far away from your flat. This will mean that the balance won’t update every day as scheduled. I think it’s best if you contact the team here for further help, as a smart meter health check may be required. You can find out how to do this check here. Once completed, you can forward this to our team on Facebook messenger or by phone: 0330 102 7517.

 

Thanks,

Alice

Userlevel 2

My app on my iPhone updated a week ago, says in the info on the App Store I should be able to view a snapshot of balance and I can’t view it at all, I have tried going to the website as linked above and still the same exact problem I cannot see a balance for either electric or gas 

It sounds as if the issues might due to a weak signal strength if the meters are far away from your flat. This will mean that the balance won’t update every day as scheduled. I think it’s best if you contact the team here for further help, as a smart meter health check may be required. You can find out how to do this check here. Once completed, you can forward this to our team on Facebook messenger or by phone: 0330 102 7517.

 

Thank u Alice. But as I said, I already know it’s weak signal strength! Finally after 3 days and no phone call back, I can finally view my balance on the app. I absolutely hate that I can’t view my usages. You have gone backwards with this app and I’m going to be leaving a trustpilot review based on this and the lack of customer service and knowledge. You have gone from being a fantastic provider to ones that I changed from many years ago 

My app on my iPhone updated a week ago, says in the info on the App Store I should be able to view a snapshot of balance and I can’t view it at all, I have tried going to the website as linked above and still the same exact problem I cannot see a balance for either electric or gas 

 

@Jammie82uk mine took three days before it finally showed on the app. The customer service team had no idea and couldn’t help. Hopefully it will show up on yours soon. I hate the new app. Can’t see you usage anymore. I really liked seeing how much I was using each day. 

Userlevel 6
Badge +2

My app on my iPhone updated a week ago, says in the info on the App Store I should be able to view a snapshot of balance and I can’t view it at all, I have tried going to the website as linked above and still the same exact problem I cannot see a balance for either electric or gas 

 

@Jammie82uk did you see the advice above your comment from Alice? Copied here:

 

It sounds as if the issues might due to a weak signal strength if the meters are far away from your flat. This will mean that the balance won’t update every day as scheduled. I think it’s best if you contact the team here for further help, as a smart meter health check may be required. You can find out how to do this check here. Once completed, you can forward this to our team on Facebook messenger or by phone: 0330 102 7517.

 

What’s the signal of your meters like do you know? Any issues or delays with PAYG balance updates in the past? 

 

Must be frustrating, hopefully this shows up like it did for @Cls…..

Userlevel 2

My app on my iPhone updated a week ago, says in the info on the App Store I should be able to view a snapshot of balance and I can’t view it at all, I have tried going to the website as linked above and still the same exact problem I cannot see a balance for either electric or gas 

 

@Jammie82uk did you see the advice above your comment from Alice? Copied here:

 

It sounds as if the issues might due to a weak signal strength if the meters are far away from your flat. This will mean that the balance won’t update every day as scheduled. I think it’s best if you contact the team here for further help, as a smart meter health check may be required. You can find out how to do this check here. Once completed, you can forward this to our team on Facebook messenger or by phone: 0330 102 7517.

 

What’s the signal of your meters like do you know? Any issues or delays with PAYG balance updates in the past? 

 

Must be frustrating, hopefully this shows up like it did for @Cls…..

Maybe you could read my comment again @Tim_Boost surprisingly I don’t have an issue with the IHD I live in a 3 bed house and the IHD is on the other side of the wall to the meter, everything displays ok on the IHD, it’s the updated app on my phone that I have had over a week that is not displaying the balance like the screenshots above suggest it should 

My app on my iPhone updated a week ago, says in the info on the App Store I should be able to view a snapshot of balance and I can’t view it at all, I have tried going to the website as linked above and still the same exact problem I cannot see a balance for either electric or gas 

 

@Jammie82uk did you see the advice above your comment from Alice? Copied here:

 

It sounds as if the issues might due to a weak signal strength if the meters are far away from your flat. This will mean that the balance won’t update every day as scheduled. I think it’s best if you contact the team here for further help, as a smart meter health check may be required. You can find out how to do this check here. Once completed, you can forward this to our team on Facebook messenger or by phone: 0330 102 7517.

 

What’s the signal of your meters like do you know? Any issues or delays with PAYG balance updates in the past? 

 

Must be frustrating, hopefully this shows up like it did for 

 

 

Are there any plans to reintroduce the usage breakdowns for those of us in flats who can’t get our IHD close enough to get a signal! 

Since the launch of the new app, we’ve had a lot of feedback from customers that the ability to view your balance online was missed.

It was really helpful for those that can’t easily access the meters, those unable to read their In-Home Displays very well, or those that are away from home a lot.

We’ve listened to all these helpful comments, and have implemented the ability to view your balance online once again!

This should show just below your top up numbers, like the picture below. It’ll give you a snapshot as of midnight, just as the previous app did.

RAC5wUPUkbp_oD8koWBb65-qyAbWIjh5qJk8vryz0LmexZiuSJMw3b3gbzXlUQrEZHAs8u9-fdSOc-3NwgMs3RsTVDQNsUYoc7P2k9RFoPTj-eI2X7a1nHFPLnprUc3kYFl_FvI

Some customers are getting the update automatically and seeing it straight away, but if you still can’t see it, try deleting the app, and re-installing. Make sure to choose the ‘Boost Top Up’ app, and once re-downloaded, it should appear.

b-ByqKpi7pCRyf8MIhihu3Y9uqWnPnaqSR4k4MSvgfRVjA7jHSnC4DS_gPpN1sRh6CEhY2Glwp5dKjIiP-VFJl4r2bJ_XLuf3eAfvcs_fLnTweFfGd1GJrh5q9fszj8o7-eiSB4

You can also access Smart PAYG via a browser here.

 

 

I still cannot see my balance after updating the app, and deleting it, nor can I see the balance on the in house metre. 
please advise! 

Help anyone how do i see my balance on this new app as i dont have the inhouse display yet as its being sent to me 

Userlevel 6
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Hi @Jammie82uk - when I said ‘signal with the meters’ I was referring to the actual smart meters on the wall. If there’s a signal issue which means they don’t send us readings to update your balance, your balance won’t update on the app. It should be pointed out that if that happens, your meter won’t go off supply either. That’s a possible reason. Has the balance still not updated on the app since your post?

 

Hi @Amymoo and thanks for posting. 

 

If you have a ‘Secure Liberty’ smart meter (an S1 model) the credit balance is displayed on the meter screen. Just press any button to wake it up. If you have an Aclara (S2 model), the balance is only available on an IHD, or via the app.

 

If you’re concerned about not being able to see this balance, or if you don’t have an In Home Display (IHD), give us a call ASAP: 0330 102 7517 

 

Make sure you have the latest version of the app, @Plbells - it should be on the home page i.e

 


RAC5wUPUkbp_oD8koWBb65-qyAbWIjh5qJk8vryz0LmexZiuSJMw3b3gbzXlUQrEZHAs8u9-fdSOc-3NwgMs3RsTVDQNsUYoc7P2k9RFoPTj-eI2X7a1nHFPLnprUc3kYFl_FvI

 

 

FYI on this app balance: as the balance is updated at midnight, if you install the app today it won't be visible until after midnight tonight

Userlevel 1

Alice_Boost wrote:

It sounds as if the issues might due to a weak signal strength if the meters are far away from your flat. This will mean that the balance won’t update every day as scheduled. I think it’s best if you contact the team here for further help, as a smart meter health check may be required. You can find out how to do this check here. Once completed, you can forward this to our team on Facebook messenger or by phone: 0330 102 7517.

 

Well Alice Boost I have exactly the same issue as everyone else where I cannot see the balance on the new app despite having it updated on the old app. My IHD displays updated information correctly, so It would appear rather than blaming customers for them being too far away from the meter or weak signal strength, maybe just maybe boost should take ownership of the issue properly and investigate the issues their end, as before the new app was installed I would have daily updates without issue. I can also confirm my meters are still exactly where they were, they haven't been covered in lead or been moved to Outer Mongolia.

Userlevel 1

Well I have uninstalled and reinstalled the app for the last 3 days. Its no good blaming weak signal strength or anything like that as the old app updated every day so perhaps there is a fault with the new app? 

CBBarrie 

They arent far away one is in my kitchen and the other down the bottom of stairs i dont have an in house display so it cant be the signal!! 

I cant get the new update on my app so i still dont no how much credit i have but thanks for the reply

Userlevel 1

Hi everyone - Am I right in thinking I need to have my smart metre thingy plugged in to be able to get view my balance on my app?  (I’ve had it stuck in a drawer for months as this wasn’t necessary with the previous app).

How on earth can you call this app an upgrade - its a joke!

Userlevel 1

Similar issue here, no balance in app, uninstalled and reinstalled, meter lights are green

IHD arrived about three weeks ago, called about five times to get it setup, was told on the last call to wait between 7 and 10 days and it will start working, doubt that will ever work

I'm just making random top ups now. 

Thinking this may be a good time to change supplier as not being able to see how much credit you have is daft 

Userlevel 6
Badge +2

Hi all, 

 

I’m just making sure I have the latest advice here for customers who aren’t able to see the balance on their app. Bear with me, I understand this might well be frustrating and I’m here to help as best I can. 

 

 

Userlevel 1

I do feel bad for the Boost customer service agents and forum admin, trying to sell that this is an app upgrade when it's clearly a huge backwards step but they can't admit it.

This new app is dreadful, there is nothing extra that can be done on this app however, they have taken away all functionality of the old app.

This seems to me to be a case of making a more basic app to force customers to do the donkey work of submitting meter readings, calculating their own usage, monitoring their own limits and topping up the emergency credit manually. 

Its the equivalent of going to the hairdresser's, paying them full price for a new hair cut and them taking the payment and handing you the scissors and telling you to cut your own hair to how you like it.

If Boost want feedback, ensure all of the things you have removed from the old app are introduced to the new one. It's preposterous to get rid of a fully functional app and replace it with something with not even a quarter of the same functions.

I am fully waiting for the Boost staff to jump on the post desperately trying to sell the fantastic abilities of this new app trying incredibly hard to please their bosses.

I'm sorry, everyone knows a lemon when they see one.

Userlevel 6
Badge +2

Thanks for this feedback, @Laydee - It’s clear that you prefer the functions of the PAYG+ app that aren’t present for Smart PAYG. I get that, I understand that, I can empathise. Low balance notifications, scheduled topics, these were great features. 

 

The Smart PAYG app doesn’t have everything that PAYG+ has, but it’s different in ways that some will prefer. For example the ‘Joint credit pot’ for gas and leccy. This ruffled lots of feathers of customers who wanted the ability to split out and prioritise. For more details on what today’s Smart PAYG app can offer, see here

 

I’d also like to offer help to anyone who isn’t able to see their smart meter balance on their Smart PAYG app, but who have confirmed with Customer Support that they have a smart meter that is communicating well. If you have the latest version of the app, and a smart meter that’s communicating well, sending readings at least every day, you should see a midnight snapshot of your balance on the app. If you don’t, but those other criteria are met, send me a private message (PM) with your account number, name and full address and I’ll pass on your info. 

 

Thanks,

Userlevel 1

Thanks for the response Tim.

Past midnight, still no values showing on the app.

This new app is in no way better than the other. If the whole point of this new app is to split the pot of gas and electric, then why couldn't this just be done on the old app.

As I said, you don't need to try and sell this awful app to me. Dress it up however you like, its still awful.

I have a smart meter, it's giving accurate readings, I have a smart phone and it works well. I have the new Boost Power app, missing most of the general features it should and what it does say it offers, it doesn't work.

Ill have to top up today as I have no idea what any of my balances are and Boost are keen to keep us in the dark. Now we have no way of knowing our balance, and without an in house display, no way of knowing our usage.  For all we know, Boost are charging us £20 a day for no reason and there's no way of us checking. Sounds legit doesn't it 🤣🤣🤣

Userlevel 1

Similar issue here, no balance in app, uninstalled and reinstalled, meter lights are green

IHD arrived about three weeks ago, called about five times to get it setup, was told on the last call to wait between 7 and 10 days and it will start working, doubt that will ever work

I'm just making random top ups now. 

Thinking this may be a good time to change supplier as not being able to see how much credit you have is daft 

My app on my phone has now started displaying my balance now, happier now, in home display, still isn't working, can live with that though at the moment 

Userlevel 6
Badge +2

Thanks for confirming, @paulwavertree - I think the delay with this balance showing is due to you having an S2 smart meter. We’ve discovered that some customers with these latest smart meters see a delay of up to 3 days once the latest version of the app has been installed. FYI @Laydee can you let us know if it’s now showing for you as well? If it is, you’ll likely also be effected by this 3 day delay….. How annoying but hopefully it’s showing now!

Userlevel 1

I have been waiting since Friday to get my ihd paired and working. Called Friday to get it paired and she said it was done and will take 24 hours to show. After 36 hours it still wasn't paired/working. Called again and they said it didn't work and so paired it again and said to wait 10 hours. Guess what... Still not working !😡

I can’t see my balance either have ordered a smart meter will take up to 3 weeks! Please add this to my app it’s worse now I’m considering moving if this don’t get changed 

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