News

APP UPDATE - View your Smart PAYG balance online

APP UPDATE - View your Smart PAYG balance online
Userlevel 5
Badge

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 That said, if your meters aren't communicating with us frequently, your balance might not show at all – or be out of date.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 2

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 2

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

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? 

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 2

The new app is RUBBISH! Total step backwards and massive loss of functionality! Whoever approved this needs to give their head a wobble. I registered my bank cars in the new app and they took £00.01 from my account WITHOUT warning or ASKING. It might only be a penny, but taking money without consent is theft! Disgraceful and disgusting behaviour! I will be changing suppliers asap! There was NO problem with the old system, they have just RUINED it! Why?!?!?!?!

Userlevel 3

Just to update the thread. I’ve been sent an email asking me to call them back to sort out the issue, as they still dont see the problem at their end.

I Phoned the 0117 number at 10am this morning, and was on hold for an hour, then got told no one was ahead of me. It rang. Then it hung up

I tried again, but didn’t want to wait an hour, so used their call back service… which says it will hold your place in the queue. This was at 11.12am

 

By 5pm, I had no call back. So I called them on a different phone. Got put in a queue behind 47 people. 5.35pm they tell me no one is ahead. It rings. Someone picks up. Call disconnects.

 

I really hope everyone else in this thread manages to get more out of this than I have, because I’m just trying to give the idiots the money they expect me. If my service was affected and I couldnt get my gas or electric, this would be much worse. Back in a queue with 27 people again now. After lines close tonight, I’m done. I’m literally only calling now to raise a complaint and have one last attempt to fix this nonsense. After that, no more contact… and I’m not leaving, may as well stay here and get free gas.

 

EDIT: Finally got through. “sorry sir, second line teams have gone home for the weekend now. You’ll have to call back monday”

So I explained my whole complaint, and asked it be filed formally. “Ok sir, please wait 2-3 minutes and I will file it, and then transfer you to the resolution team”
 

And then she hung up. F**K off. I’m done.

Userlevel 1

I am currently in this position, I have credit on my app (top up confirmed, yet 0.27p on emergency credit! I have already been cut off twice on 6 days due to no credit and account swap over. I’m fed up, disgusted. I don’t have hrs on end to try and call in the be “cut off” or on hold whilst they try and figure what is going off. its simple Your network is not talking to my metre, 2 yrs of this now and nowhere! 
as for the app, do not get me started, not updated balance in 6 days, cannot see my my balance in app or online (don’t exist online)
I now have to seek other advice elsewhere (Ofgem/CA) to get out of this mess

Userlevel 2

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 

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 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 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 2

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 2

@Tim_Boost regardless of what this is. It was taken without my knowledge or consent! Its theft! How dare any company think its ok to behave like this! I suggest someone needs to call me ASAP to discuss this... do not fob me off with a generic response...

Userlevel 2

I've ordered one. My priority is to stop Boost cutting me off with zero notice.

Userlevel 2

Tim, I don't have an IHD. If Boost were interested in their customers, they would have ensured I had one and it was set up and working before kicking me off PAYG+.

 

Yes being in credit is the obvious solution but what you don't factor in is how important being able to know when you were cut being cut off and how to use the credit periods if you are struggling financially. No doubt that was meant as a well-meaning comment but it's also an ignorant one. If you're on a tight but budget, trying to eek out your money, Boost has just made your life a whole lot harder.

 

I was assured by Customer Services twice, that the Escalation Team would ring me on Monday. They didn't and still haven't. 

 

I have already had a very good go at getting everything resolved via Customer Services and they were utterly useless and either refused to answer a straight question or told me they didn't know and to ring back. So no, I won't be ringing them again.

 

I've already taken Boost to the Ombudsman successfully in 2019.

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 1

Please please please let me see my balance?

I am TOTALLY RELIANT on knowing the balance as I am away from the address for weeks at a time and have no other way to see if i have any credit left. Has my power gone off to my house? I dont know any more. Will I return to flies festering in my defrosted food? I don't know any more. Did my pipes burst on the last freeze as my boiler needs electic to work? Who Knows - nobody cares?

I am yet another one who cannot see there balance in either the app or on-line on my desk top - yes I have the latest app, deleted and re-installed it and have waited 7 days now.

The only thing the app is any good for is sending you guys money!. The old app was working perfectly and sending reads and updating balance all on its own so it is also not a "Signal problem" and not a "meter probplem" or any other kind of problem other than a problem your end. A problem that seems to have affected hundreds of your customers and is therfore something that needs rectifying your end, not our end.

I have contacted cutomer services and still no reply.

6 years a customer with no problems on previous app, then a new app and it must be our fault?


My electricity meter is settled half-hourly (profile class 00) and is sending half hour communications as is set up (incorrectly by you guys) as a 00 class supply on the national database (ECOES).

Please please please let me see my balance?

Feelings: Another company ugrade that just hasn't worked.
Suggestion: Stop the switching process untill the new system works? (will never happen as customers don't count)


Name: John - Already sent in private message and email
Account number: Already sent in private message and email
Address: Already sent in private message and email
email: Already sent in private message and email
 

Userlevel 1

Think this app is going to break boost old app worked fine, what's the reason for the change?

Userlevel 3

Why have you changed it to this new so call smart pay as you go?

 During a previous thread of all the complaints about moving to the new 'smart' plan, it was very much hinted that the reason was because the old format was expensive to run (don't know if that's the tech team and the app support required, or if it was accounts team using more resources to work with one bill instead of splitting them) do a new app was needed, that would be easier to manage payments for customers and streamline everything.

 

The new app is cheap, and not fit for purpose, and clearly made by the people who make the TV license app...its the same layout, icons and everything. So instead of an app designed for a service, it's a generic app running alongside the service provided by Boost. So it needs to be simple to avoid complications... And it's still not managed to do it.

 

Someone from the team admitted on the phone before, and on here too I think, that they don't like the new app because they've got to retrain to work with it. Which must have a cost attached... So who knows how much cheaper this app is to run as a service, instead of the older one, but it must be a lot if they can change to save money and don't mind retraining staff and annoying a whole group of customers

Userlevel 1

So I am really unimpressed with this app.

Got changed over with no support.

I ordered an IHD in March and still have not received one. I have updated and uninstalled the app numerous times and still cannot see my balance.

I have phoned repeatedly waiting for hours only to be hung up on.

I am not happy.

Userlevel 3

@Tim_boost gave the team a call, got told to reset my IHD… that did nothing (as expected) was then told that someone will keep trying to connect and I should wait and see what happens over the weekend because it can take 3 days for it to connect correctly. Even then it clearly IS connected. Someone will monitor it and call me on Monday.

 

So I’m guessing they have no idea whats up either, and I shall be waiting for a phone call that never comes. Much like all the times I had issues with the IHD never being set up correctly when that was first sent out.

 

Its a bit concerning really that the people in charge of billing me don’t know why they are not billing me correctly/

Userlevel 3

@Tim_Boost Ok, done as you asked. I’ll be back when I get an update.

Userlevel 3

@Tim_Boost

OK. Got fed up of the support team. So I went investigating. Despite being told everything is fine, even though its not, and then them blaming poor signal, my house layout, me being on the wrong pay monthly account etc... I have found the issue myself. Here is my tariff on the metre.

 

 

Some clown put an extra 0 in it. So my standing charge is 0.036 instead of £0.36, and kwh is 0.00316 instead of £0.0316

 

Thats why I'm using 11p a day instead of £1.10. My bill for 2 weeks has been 10% what it should be. I looked into my account and figured that out in 5 minutes, why have the tech team looked at it for 2 weeks and still not seen it.

 

The complaint is with upper management now, they're calling to fix it on Monday. But I hope I get paid a technicians bonus, for wasting 2 weeks of my time and it only being fixed when I went and looked into it myself. 

Userlevel 3

@Tim_Boost got called by a senior customer service team member. I explained the issue to them, and the reason that they are only charging 10%

She's passed it on to the tech team, give me £10 compensation credit, and I can expect to hear from the tech team in 1-2 working weeks, as she is unable to alter the tariff herself.

 

Userlevel 3

I've been cut off twice now with out warning. Once during the disconnect period - 7:15pm Friday and just now. My meter had credit in it this morning and has just disconnected. I can't sit by meter every day waiting for it to run out of credit.

 

Why is this happening? 

 

@DuncanPoundcake

Definitely request an IHD of you have your metres in a place where you can have the IHD on display near them. 

 

The IHD updates constantly and is definitely better than relying on the abysmal app. It won't guarantee you great service, but will hopefully give you a better idea of your balance.

 

For what it's worth, as I'm no expert, my gas metre didn't give me a reading on my app until it connected to an IHD. My first 24 hours only showed electric on both, but when the IHD connected it showed up with gas.

 

I don't think the IHD is essential, but it certainly helped me. The IHD (and Tim on here) have probably been the only things of any use since the changeover. 

Userlevel 1

My in home display hasn’t worked since it was installed. I have tried several times to call customer service and have been put on hold or the call just gets rejected. No idea how much im spending and have been cut off twice because there is no way to check the balance. Awful service. The balance on the new terrible app is out of date by about 2 days and i have no idea why the old app was ditched as it seemed to show an up to date balance and worked ok. Time for U Switch i feel. Not that this unprofessional outfit will care. 

Reply