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

  • 15 October 2020
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Is the PAYG nightmare scenario real ?  Boost is switching all it’s

PAYG 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 available to people who have expensive smart phones, and are tech savvy enough to understand all the high tech.  Does Boost care about it’s elderly and learning difficulty customers ?  The new smart app might not work on laptops or computers with Microsoft.  Boost customers might have to rush out and buy expensive smart phones, take out expensive contracts, and master the tech, for the luxury of sending Boost some money, just before their gas and electric is cut off. 

 

But don’t worry.  If customers are to be excluded online, they can still pop to the corner shop, and use paypoint.  OR, can they ?  The scare stories talk about bar codes.  Not plastic cards, but bar codes.  What does this mean ?  Surely not bar codes you can only download onto an expensive Apple or Android phone ?  If this is true it means that anybody without a high tech phone wont be able to send any money to Boost. 

 

Well you could switch supplier.  Unless you have a first generation smart meter, which keeps you tied to Boost.  How do you switch supplier and get a new meter during lockdown ? 

If this is true, obviously people hope to god it is not true, and Boost will clarify this.  But if it is true it means people could be unable to switch supplier, and be stuck without gas or electric for six months, unable to send Boost any money, unless they buy a smart phone, and sign up with an expensive Apple contract. 

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Best answer by Tim_Boost 19 October 2020, 16:38

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I’ve taken this answer from the FAQ with have on Smart PAYG. 

 

How can I top up if I can’t use the app?
You can still top up at an in-store PayPoint using the payment cards provided. The top ups will automatically reach your meter, but it’s a good idea to keep receipts just in case. 

 

So this tells me the barcode will be on a top up card or key ring card for topping up at a PayPoint

Hi you can get the barcode on your mobile screen and let the shop scan the barcode u pay then all should be well

Tim_Boost
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Thanks for posting this, @Simon5000 

 

I’ve made your topic title more targeted towards the PayPoint top up method, as this might help others find the answer (which I’ll post below). 

 

As for the Smart PAYG app/browser, this has been asked on another topic here - I’m getting info on that today. However the same applies to PAYG+ in terms of it being an app which would require you to have smart phone.  

 

SMETS1 smart meters are being upgraded from September 2020 - September 2021. When this happens, you can keep smart functionality with any supplier. There are a number of suppliers that will be able to connect with your Secure Liberty smart meter even before this upgrade. But you’ll need to check with them directly. 

 

 

Tim_Boost
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I’ve taken this answer from the FAQ with have on Smart PAYG. 

 

How can I top up if I can’t use the app?
You can still top up at an in-store PayPoint using the payment cards provided. The top ups will automatically reach your meter, but it’s a good idea to keep receipts just in case. 

 

So this tells me the barcode will be on a top up card or key ring card for topping up at a PayPoint

Emily_Boost
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It sounds like your top up card numbers may not match the numbers we have registered to your meters, @Gdownie! 

 

As the account has been changed to PAYG Smart, it’s likely these may have been updated for you and if so, you should have received this in an email. I’d recommend getting in touch with our Facebook or Twitter team to confirm these numbers. 

 

When you topped up through the app you should have received an email or text with a 20 digit payment/top up code. If you did receive this code, you’ll need to enter it into the meter to add the credit on. Press A type the code and press B to enter.  If you didn't get the code and the top up is still pending this will be returned to your bank balance in 3-5 working days.

 

Thanks 

Emily 

 

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Recently been switch to the new app and since haven't been able to top up. I'm now in my emergency. My partner tried topping up a total of 50, I then tried to top up 10 from my bank. Both came up with errors and money is no longer in our accounts nor the balance. Contacted them to wait 30mins to be told try the card, so went to shop and tried and it has also failed. After having to put emergency on this morning I tried using the bar code in app and that's also not working (though bar code on my original card is the same so I'm not surprised). All the while I've been waiting for an emergency call back since it won't let me contact them any other way. 

I have never had an issue with boost before but this is a joke. 

Does anyone else have any resolutions for this?

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I have an electric card already from 4 years ago when I first joined OVO (hmm remember them? The original grab you in company) 

It has never worked in store. I’ve always had to take the number and put it in manually.

 

And now - after all this ongoing debacle - where the hell is my gas card? Oh yeah, in my Apple Phone!! Exactly! 
 

Biggest BS in recent times regarding energy totalitarianism! 

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In this month Boost change our energy meter to Smart meter ,I received two different barcode top- up cards  , plastic one with different code like  barcode inside letter , both No work and I can’t top-up 

PiotrandEla
Tim_Boost
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Hi @PiotrandEla and thanks for posting this. 

 

Check out Emily_Boost’s reply, which might be relevant in your situation:

 

It sounds like your top up card numbers may not match the numbers we have registered to your meters.

 

As the account has been changed to PAYG Smart, it’s likely these may have been updated for you and if so, you should have received this in an email. I’d recommend getting in touch with our Facebook or Twitter team to confirm these numbers. 

 

Are you able to log in to the app, @PiotrandEla? Browser version here. 

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Hello Emily , Yes I can log to this link version app 

 

PiotrandEla
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But I can’t top up my energy and my balance now  £ 13.12

PiotrandEla
Tim_Boost
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Thanks for confirming, @PiotrandEla - what happens when you select the ‘Pay now’ option via the app or online account?

 

If there’s an error message or a constant loading screen, you might be effected by this issue described here:

 

As of the 28th April 2021, we are aware of some customers seeing an error message ‘Error loading page’ on the payment authorization section. If you’re effected by this issue, please call us so we can ensure you can top up and log this as a technical case with the app team: 0330 102 7517.

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