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

Lynne
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Updated on 12/03/2020

 

 

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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?

 

 

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Best answer by Anonymous 14 May 2018, 14:29

Updated on 30/09/2020: We have recently changed Smart PAYG. See this guide for info on the latest changes. Still got a question about the new Smart PAYG? Create your topic here to get it asked. The answer will help you and others! 

 

Has the top-up made an appearance yet, @Lynne ?

 

If you topped up at the shop, the credit should go onto the meters straight away. If it hasn't, it could be because the communication with your smart meters is poor, or you've used the wrong top-up card.

 

You should get a 20 digit code on the receipt called a ‘vend code’, which is a code you can use to manually add the credit to the meter. It’s worth trying this if it’s not gone onto the meter within 30 minutes. To do this, press A to bring up vend mode, type in the 20 digit code, then press B. The meter should say ‘accepted’, meaning the credit has transferred over.

 

With our PAYG Standard plan, you'll get the usual £5 emergency credit, plus a non-disconnect period between weekday evenings from 4pm to the following next morning at 10am. This is also extended over the weekends and bank holidays.

 

If it’s still not gone on and you’re going to be disconnected soon, send us a message on our Facebook or Twitter pages so we can look into this for you.


Cheers,
Emma

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Lynne ?

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A

Updated on 30/09/2020: We have recently changed Smart PAYG. See this guide for info on the latest changes. Still got a question about the new Smart PAYG? Create your topic here to get it asked. The answer will help you and others! 

 

Has the top-up made an appearance yet, @Lynne ?

 

If you topped up at the shop, the credit should go onto the meters straight away. If it hasn't, it could be because the communication with your smart meters is poor, or you've used the wrong top-up card.

 

You should get a 20 digit code on the receipt called a ‘vend code’, which is a code you can use to manually add the credit to the meter. It’s worth trying this if it’s not gone onto the meter within 30 minutes. To do this, press A to bring up vend mode, type in the 20 digit code, then press B. The meter should say ‘accepted’, meaning the credit has transferred over.

 

With our PAYG Standard plan, you'll get the usual £5 emergency credit, plus a non-disconnect period between weekday evenings from 4pm to the following next morning at 10am. This is also extended over the weekends and bank holidays.

 

If it’s still not gone on and you’re going to be disconnected soon, send us a message on our Facebook or Twitter pages so we can look into this for you.


Cheers,
Emma

K
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I topped up yesterday but my balance is saying I haven't is there anything I can do?
Kerry
Amy_Boost
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I've moved you post here, @kerry, the above ☝🏼should have all the information you need.

Cheers!
Here to offer Top (up) advice!
E
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hi i just top up gas, i cant se balance and how i have to check
Ed_Boost
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Hi @egiptcottage2019, I've moved your question to this topic, as it's a little more relevant!

I'd have a look at Emma's response above:

Has the top up made an appearance yet, @Lynne ?

If you topped up online or on the app, the top up should show on the account straight away.

If you topped up at the shop, the credit should go onto the meters straight away. If it hasn't, it could be because the communication with your smart meters is poor or you've used the wrong top up card.

If it's neither of these, I'd recommend contacting us so we can look into this one for you.

You can send us a message to our Facebook or Twitter pages: https://www.facebook.com/boostpoweruk/ or https://twitter.com/boostpoweruk or if you'd prefer, contact us via email at hello@boostpower.co.uk.

Thanks,
Ed
I'm shocking at energy puns...
H
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I have about an hour ago topped up my gas with my payment card and it hasn’t credited my account still saying 21p why

Ed_Boost
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@Hailz91 I’ve moved your message over to this relevant topic.

 

Have a read of the best answer for further help on your query:

 

 

If you topped up online or on the app, the top-up should show on the account straight away.

 

If you topped up at the shop, the credit should go onto the meters straight away. If it hasn't, it could be because the communication with your smart meters is poor, or you've used the wrong top-up card.

 

If you're on our PAYG+ plan, you'll get a 24-hour non-disconnect period once the balance hits £0. If you're on our PAYG Standard plan, you'll get the usual £5 emergency credit.

 

If it’s still not gone on and you’re going to be disconnected soon, give us a call on 0330  102 7517, or send us a message on our Facebook or Twitter pages.


Cheers,
Emma

 

I'm shocking at energy puns...
J
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I topped up my payment cards yesterday however my meter still isn’t showing the top-up…. I only have £2 or so left electric meter and i’m halfway through my gas emergency credit.  Why isn’t the top-up showing? When will it show?  What happens when I run out of emergency credit?

 

I phoned the customer services who said that the top-ups have been applied to the meters and not to worry. But they are not showing on the meters and I am worrying. I need some evidence that the top ups have worked.

 

Also, the £40 I had on my old meter still hasn’t transferred over to the new meter…I was advised that this would be within 5 working days. This is the 5th working day.

 

After topping up I shouldn’t have to do anything further:

Smart meter with a Smart PAYG Standard plan: Customers get a payment card for each meter. They take these cards to a PayPoint and pay to top them up. However, they don’t then need to go home and put the cards in the meters. As soon as the credit is in one of the cards, it is transferred remotely to the relevant meter.

Ed_Boost
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Hey @Jonathan T - I’ve moved your post over here so we keep all the relevant info together.

 

It sounds like the credit has been added if the adviser could see it on our side, but that does mean that your meters aren’t showing the most up to date information.

 

I’d recommend getting in touch with us so we can trouble shoot this, as it may be that the signal is weak, or the In-Home Display isn’t paired correctly. You could give us a call on 0330 102 7517, and we can talk through the issue, and the steps to resolve it. They’re available 8am - 8pm Monday - Friday, and 9am - 5pm Saturdays.

 

Thanks,

Ed

I'm shocking at energy puns...
S
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I asked for £15 to be transferred from electric into gas. My gas meter has updated but why isn’t my electric balance gone down by £15?

A
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I'm having issues with the app, I tried topping up Friday 6th, it was pending in my bank but it didn't go through to electric, I had to ring boost up and borrow credit as I didn't have any money till friday 13th. got paid on friday and tried topping up again and it happened again. I now have no elec, no money and suffering with depression.

 

Boost arnt answering fb or twitter dm's and I cant ring as low battery. So what am I ment to do now?

Tim_Boost
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Still not updated, @Somebody24 ?

 

As you can probably tell, this should’ve happened, and will need chasing up if it’s not been transferred by now!

 

Might be best to email so this can be replied to without you hanging around: hello@boostpower.co.uk

 

In your case, @Aphy666 I think a call to Boost really is the best option: 0330 102 7517. I’m so sorry to hear about this experience and I’m hoping we can diagnose what’s stopping that credit from transferring! 

K
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So we were recently swapped from PAYG+ to PAYG Smart. We were never given a card to be able to top up the gas, we only had the duel fuel card from PAYG+ and this only let us top up the electricity. We started running low on gas today so I called Boost and requested a code to be able to top up the gas. 

 

The helpful agent on the phone provided me with a 19 digit code to use in the new app so I can top up the gas. All fine and well so far, but when I paid for some gas the meter never topped up. I have received the confirmation email and the money has left the bank but my meter is still using the emergency credit. 

 

I used the guide within the faqs in order to try and top up manually, but my smart meter keeps saying "rejected, invalid."

 

I'm completely stumped and really want my £40 (I tried paying for more gas a second time, so two £20 payments) to show on the meter/IHD. Does anyone have any other ideas for me to be able to get my money to show?

 

Thanks

K
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Update: Only one of the £20 top ups are showing in the "my payments" section of the app despite going out to the bank. 

Tim_Boost
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Arhhhhhhh not good to hear, @Knackerweed - can you confirm the latest with this?

 

It’s very likely that any failed top up with show up in your bank transactions history. The reason for this failing could be anything. 

 

The fact that the one top up made it shows that the number and card is correctly to your meters though! 

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