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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 06/10/21 by Tim_Boost:

 

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 on the app 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


You can also access Smart PAYG via a browser here, but the app balance feature isn’t available on the browser currently.

 

 

My energy balance on PAYG Smart FAQs

 

Will I be able to see my balance in the new Boost Top-up app?

Yes, but it might take up to 3 days to show after downloading the app for the first time. Your balance will be updated each day after midnight. That said, if your meters aren't communicating with us frequently, your balance might not show at all – or be out of date.

 

Why isn’t the balance showing on my app?

It could be that you don’t have the latest version of the Boost Top-up app. You need to download it (App Store or Google Play) and use it to top-up – your balance will then show after midnight. 

 

One thing to note is that your balance might take up to 3 days to show after downloading the latest version.

 

There’s also a chance that you can’t see your balance because the connection between us and your smart meters has dropped out, and we’re not receiving data. This might happen on some meters as we experience a few teething problems with the new app.  But rest assured, we're looking to fix them as soon as possible. You can find more about this in our troubleshooting FAQs section (below). 

 

Why isn’t my balance showing on the browser version of the Boost Top-up app?

The balance feature isn’t available in your internet browser yet, but it’s something we hope to add in the future.  Download the app (App Store or Google Play) or read on for alternative ways to view your balance. 

 

How do I view my balance on my meter or In Home Display (IHD)?

If you have a SMETS1 smart meter (the one with a keypad), press 7 on the meter’s keypad to see your balance. You can also press 5 on your meter to see how much debt you have left.

 

For SMETS2 smart meters (which has 2 buttons on the electricity meter and 3 buttons on the gas), such as our Aclara electricity or Flonidan gas smart meter, your balance will always display on your IHD home screen and on the screen of the meter itself. 

 

How do I change the default view of my IHD so it shows my balance?

 

Press the Menu button in the bottom right of the screen and select Settings. You can change the view of your home screen by selecting Home Screen. This will give you 4 different layouts to choose from. Use the left and right arrows to scroll through the options, including one which shows your balance.

 

Why is my IHD balance different from my app balance? 

 

The app balance gets updated once a day after midnight. If you've used energy since midnight or if you've topped up since the time your energy balance updated on your app, then your app balance will be out of date. 

If your meter isn’t communicating with us, then your balance won't update in the app. But the IHD will communicate from your meter throughout the day to stay up to date.

 

Can I check the balance directly on my meter?

 

This depends on the type of meter you have. A SMETS1 (the one with a keypad) or a SMETS2 (which has 2 buttons on the electricity meter and 3 buttons on the gas).

 

If you have a SMETS1

  • Press 7 on the meter to see your credit

  • Press 5 to check your debt balance

 

If you have a SMETS2

  • You’ll always see how much credit you have on your In-Home Display (IHD) screen, rather than on the meter itself

 

Troubleshooting issues with PAYG Smart and your SMETS1 meter

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

A SMETS1 meter has a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it’ll just have the 2 red and blue buttons, but no keypad. 


 

Why isn’t my top up showing on my meter or IHD?

 

It’s normal for smart meters to lose signal from time to time, just like mobile phones. This means it might take longer than usual for your top-up to show up as energy credit. It shouldn’t take more than an hour to see your top-ups on your meter, but you can always add them manually too. Read on for more info. 


 

How do I top up my SMETS1 meters manually?

 

After making a payment, it takes up to 30 minutes (for electricity) and 60 minutes (for gas) for the money to show on your meter. If it doesn’t, you can give it a little push.

 

For this, you’ll need the 20-digit code on your PayPoint receipt. This is why it’s always best to keep your receipts safe.

 

  • Press on your gas or electricity meter

  • Enter the code from your receipt

  • Tap B to confirm and it’s all done!

 

If you top up online or via your app, PayPoint will either email them to you or send them via text.

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on, so make sure all gas appliances are off before trying to reconnect. If the meter has disconnected, you can reconnect it by pressing AAB (SMETS1) or holding and B at the same time (SMETS2).

 

Why did my SMETS1 meter cut out without using emergency credit first? 


 

1. Activate your emergency credit using your IHD

When your balance drops below £5, your IHD will flash and tell you that you can activate the emergency credit. If you don’t, it’ll then flash again when your balance is below 50p:

 

  • Navigate to the main menu

  • Click on Account

  • Press the  emergency credit button

 

(You’ll find more detailed information on what to do in your IHD booklet.)

 

2. Activate your emergency credit using your meter:
 

  • Press the 7 on the keypad

  • You’ll see a message saying EC OFFER – tap A to accept the emergency credit or B to ignore

  • Then tap B to confirm

  • By pressing 7 you’ll see whether the credit has been activated – it’ll tell you EC SELECTED

 

Troubleshooting issues with PAYG Smart and your SMETS2 meter

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

You can tell if you’ve got a SMETS1 meter, as it will have a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it will just have the 2 red and blue buttons, keypad. 

 

Why isn’t my top up showing on my SMETS2 meter or IHD?

 

Smart meters can stop communicating with us for a number of reasons. If your top-up hasn't appeared on your meter, follow the instructions below to add your credit manually.. 


 

How do I top up my SMETS2 meters manually?


There are 2 ways:

 

1. Using your IHD – this is the easiest and fastest way:

  • Tap the menu icon at the bottom right of the screen

  • Press Top-Up

  • Choose the fuel you want to top up

  • Press OK

  • Enter your PayPoint code

  • Tap OK

  • The IHD will then confirm that your money has been added to your meter

 

2. Using your meter
 

For electricity:

  • Press A on your meter until you see Enter Top Up Code

  • Press and hold A to begin typing 

  • Enter your code using the A and B buttons to navigate through the digits

  • Press and hold B when complete

  • The meter will show you one of these messages: Top Up accepted or Invalid

  • Press A to continue

 

For gas:

  • Press C on your gas meter to enter the menu

  • Using and B, scroll to Prepayment and press C

  • Tap A and B until you see New Payment

  • Press to select it

  • Use A and B to enter your code

  • Tap C again

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on. If the meter has disconnected, you should be asked to press any button following a top-up to trigger a reconnection.

 

Why did my SMETS2 meter cut out straight away without warning? Where is my emergency credit?

 

1. Activate your emergency credit using your IHD:

If your balance drops below £5, the IHD will tell you that your emergency credit is available:
 

  • Press the menu button

  • Tap E-Credit

  • Select the fuel you want emergency credit for (gas or electricity)

  • Press OK

  • The IHD will confirm your request

  • You’ll see Emergency credit in use next to the fuel you’ve added it to

 

2. Activate your emergency credit using your meter

 

For electricity:

If your balance goes below £0, your meter will say EMC available:

 

  • Press A to cancel or B to activate it

  • You should now see 2 emergency credit balances. The first is how much emergency credit you have left and the second shows how much has already been accepted

  • If you select the emergency credit, you’ll see an EC sign on the display at the bottom-right corner

 

For gas:

  • Press any button on your gas meter to wake up the screen

  • If you have any emergency credit available, you’ll see an EC logo on the screen, next to the signal bar icon

  • Press C to enter the menu and B to scroll to Prepayment

  • Tap C to enter

  • Press B to scroll down to the Emerg. Credit option, then C to enter

  • If the status says Available, press C to accept the £5 emergency credit (you should hear a beep sound and the status should change to In-Use)

  • You can check your emergency credit balance by going through the same menu options until you see Limit and Remaining


110 replies

Userlevel 1

Myself and my partner moved to OVO a couple of years ago because we were impressed by the ease of use and convenience of the app, its functionality to display live credit updates and the ability to be able to top up online. This company has never been the cheapest energy supplier however the OVO app was its USP, as far as we were concerned. Not anymore...

Since the companies' rebranding to Boost the app has been dumbed down to such an extent that it has lost much of its friendly functionality, plus the new 'aesthetic' looks to have been produced by a rambunctious five year old with a Merge Game habit. Customer service appears to have suffered as well.

As a consequence we are currently casting about for another energy supplier which can match or come close to OVO's original mission statement.

Why on Earth would I stay to contend with your primitive service & tech. No way to check balance online though you claim there is - the trashy app is not online, it’s a mobile app. Time to switch again. See ya!

Userlevel 5
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Well today is my go live day. I've had a letter saying so. It also said I will receive info about installing the new app. I decided to come and see what all the fuss is about and get it installed and setup in advance. We'll that hasn't worked out too good. I can't install it on my phone as its a Google play service and I have a Huawei phone. I'm also pissed off that the money in my account is being split 50/50, something I haven't been notified of. This is going to cause me major issues. I auto topped up and am currently using around £3 a day elec and 50p or so gas. The topup is meant to last me till my next benefit day which is a week on Friday. I'm gonna run out of elec well before that and have too much in my gas. Why were we not asked how we wanted it split. 

 

I've been with you guys for years mostly because of the app it helped keep control. This is a huge step in the wrong direction. 

Userlevel 6
Badge +2

Thanks for posting your feedback, all. There’s some things here I want to call out and help with: 

 

I can't install it on my phone as its a Google play service and I have a Huawei phone.

 

 

This is an odd one, @Smiter - I know that Huawei is on the Android OS, which the Boost Top up app can be found on and downloaded, here. However I’m not sure on the specifics between Android, Google and Huawei. However @Smiter and @RussDee we have a browser version, so you can access and use this online without installing our app, here

 

I'm also *** that the money in my account is being split 50/50, something I haven't been notified of. This is going to cause me major issues. I auto topped up and am currently using around £3 a day elec and 50p or so gas. The topup is meant to last me till my next benefit day which is a week on Friday. I'm gonna run out of elec well before that and have too much in my gas. Why were we not asked how we wanted it split. 

 

Yes any PAYG+ credit is split evenly across both meters, but if this doesn’t work, our Support team can certainly help by moving over credit from one to the other. Just give us a quick call to get this done: 0330 102 7517 (0117 370 1041 from a mobile). Just bear in mind that call wait times tend to be longer on Monday morning, so you might want to make this call later in the day. 

 

@RussDee we’re going to be updating this topic (at the top) and our FAQs page today, to outline a list of possible reasons the Smart PAYG app isn’t showing your balance, which might be temporary or longer term. Based on that, we’ll be able to work out the cause and what needs doing. So watch out for that one! 

Userlevel 5
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Huawei has its own system now as they aren't permitted to use American systems due to the USA govt believing they are using it to spy. One of trump's legacies. 🙄

Userlevel 3

Just a quick update from my issue... Two weeks on. Still no call back. Still only charging me 10% of the price you're meant to.

 

I've stopped topping up now, I was making sure I always put on the amount I thought I used so when it was fixed I'd have no sudden debt.

 

But sod it. I've told you the problem, I've gone through it a dozen times, I've even pin pointed your mistake and sent photographic proof to the support teams, and still nothing.

 

So I can only assume this 10% bill is a constant 'thank you' for sticking with you despite all the cock ups. There's no way any excess gas I use is my responsibility any more, because apparently everything is 'ok' and there's no problems according to your offices. If(when) that turns out to be wrong, its your error, not mine so you guys can pay.

 

I'll be staying with boost for a while, 11p a day for gas is at the most 20% of what others charge. Compared to previous suppliers I'm saving £1.15 a day

Userlevel 6
Badge +2

Thanks for the update, @psychoduck - no progress on this must be frustrating, really sorry to hear. 

 

There’s a chance that this request is still in a queue to be worked, but I’ve reached out to my colleague to make sure any agreed actions are carried out. 

 

I was making sure I always put on the amount I thought I used so when it was fixed I'd have no sudden debt.

 

I think you’ve hit the nail on the head here, it’s very much advised that you top up as usual to build up a credit balance ready for when that tariff, that’s loaded onto the meter is amended to match your contract rates.

 

Energy will need to be paid for, and would be separate to any complaint resolution which might or might not include an agreed gesture of goodwill for a shortfall in service. As you can imagine I can’t comment on the specifics as this is dependent on the resolution to your complaint. But yes I’d advise you stick to keeping that gas meter topped up.

 

That’s my two cents anyway, really hope this gets resolved soon!

Userlevel 5
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That's me moved over. I've lived into the online portal and this is all I see. Is this it? I thought I was meant to be able to at least see a rough idea of how much was on each account. Can someone give me a link to hire I access the balance on my meters as I still don't have an in house thing.

 

 

Just rejoined boost (not sure why as it’s an absolute nightmare so far). Can’t see my balance in my app, can’t order an IHD atm and it just not practical to keep checking my smart meter to see my balance?

what am I supposed to do??????

Starting to wish I never rejoined. 

Userlevel 4
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Hi @Kirianne and Welcome to the Boost forum,

 

Sorry to hear of the issues you’re having since switching back. I’m wondering when your switch took place? As it can sometimes take us some time (around 6 weeks) to get your account fully up and running following a switch, which might explain why you’re struggling to see your balance on the app.

 

I’ve moved your comment over to our a similar thread as there’s some advice given above which might be helpful in getting things sorted:

 

 

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 on the app 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


You can also access Smart PAYG via a browser here, but the app balance feature isn’t available on the browser currently.

 

 

My energy balance on PAYG Smart FAQs

 

Will I be able to see my balance in the new Boost Top-up app?

Yes, but it might take up to 3 days to show after downloading the app for the first time. Your balance will be updated each day after midnight. That said, if your meters aren't communicating with us frequently, your balance might not show at all – or be out of date.

 

Why isn’t the balance showing on my app?

It could be that you don’t have the latest version of the Boost Top-up app. You need to download it (App Store or Google Play) and use it to top-up – your balance will then show after midnight. 

 

One thing to note is that your balance might take up to 3 days to show after downloading the latest version.

 

There’s also a chance that you can’t see your balance because the connection between us and your smart meters has dropped out, and we’re not receiving data. This might happen on some meters as we experience a few teething problems with the new app.  But rest assured, we're looking to fix them as soon as possible. You can find more about this in our troubleshooting FAQs section (below). 

 

Why isn’t my balance showing on the browser version of the Boost Top-up app?

The balance feature isn’t available in your internet browser yet, but it’s something we hope to add in the future.  Download the app (App Store or Google Play) or read on for alternative ways to view your balance. 

 

You mention not yet having an In-Home Display. Have you been in touch with our Support Team to request a device? The quickest way to reach the team is via webchat which you can access by clicking on the yellow speech bubble on our Homepage.

 

Let us know how you get on - We’re always happy to help here where we can. :slight_smile:

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