Tutorial

Smart PAYG - a guide to the new app

  • 20 January 2021
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Smart PAYG - a guide to the new app
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Updated on 12/04/21: The app now features the ability to view your balances. Further info on this here. 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.


By now, most of you have probably got used to how the new app works, but there’s still a few customers who have yet to be switched, so we’ve put together a guide to explain the ins and outs of the new app.

 

Firstly, a question many of you have asked:

 

Why are we changing the app from PAYG+?

 

The short answer is simplicity.

 

The previous app, whilst it had more features, was too complicated from a technical point of view, which meant more manual work was required to keep it working/ resolve issues. More work means a higher cost, which would eventually be reflected in unit rates. We didn’t want to do this, so instead of raising our prices, we simplified the app.

 

The app now does much less, and the way the system puts credit on your meter is simplified as well. Whilst the only downside of simplifying is that the meter doesn’t send us the information required to show your balance on the app any more, there’s much less of a risk of things going wrong, so you should have a smoother experience overall.

 

How do I set up the new app?

 

When you’ve received a communication from us confirming you’ll be switched over to the new system, it should provide details on what to do to get it set up. 

 

Essentially, you need to download the app by searching for ‘Boost Top-Up’ on the Play Store or App Store, and then follow the in-app instructions to get it all set up.

 

The new app - Features

 

Here’s a brief overview of the features available.

 

Top up

 

This button allows credit to be applied to your smart meters. Debit card details are stored on the app for easy transactions. Each supply in the property will be identified by a payment allocation number (PAN) and can be selected for topping up.

 

Pay in store

 

For any customers who wish to top up cash, who don't have access to a PAN card, they can use this option to generate a barcode. This can be scanned at the Paypoint rather than typing in a 19 digit code.

 

My payments

 

A history of all payments made on the app, including the date and amount. Payments take up to 24 hours to be reflected here. If you want to check a recent payment, you can check your confirmation email or SMS.

 

My cards

 

All debit cards or bank cards can be managed from here. If you want to remove an old bank card and replace it with a new one, that can be processed from this page.

 

Manage accounts

 

Accounts refers to each energy supply, so in a standard dual fuel home you would expect to see two accounts; one for gas and another for electricity. Each will have a payment allocation number (PAN).

 

Card numbers can be added or replaced here.

 

My details

 

This is where you can amend your name, telephone number (for SMS receipts) and email address. The receipts can also be toggled on and off here.

 

Store finder

 

The store finder will locate any local Paypoint outlets in case the customer wishes to top up with cash. The customer just needs to input a postcode and a map with all the shops that offer Paypoint vending will be displayed.

 

Common issues (and how to resolve them)

 

There’s always going to be teething problems with a new app, and whilst most have been resolved, there’s still issues customers can come across.

 

Here’s the 3 most common, and how to overcome them:

 

No activation code received

 

Firstly, it’s worth checking your junk/spam folder in your email, it can sometimes end up in there. If it’s not in there, you’ll need to follow the registration process again to get the activation code.

 

Failed payment

 

Payments can fail for three reasons: 

  • Insufficient funds 

  • The card is blocked 

  • The card has expired 

 

We’d recommend checking that the card has enough money, if it’s blocked, if the card has expired. If it’s none of these, then you’ll need to get in touch with us so we can check this end. You can call us on 0330 102 7517, or get in touch via our Facebook or Twitter pages.

 

Payment has not reached the meter

 

If a payment has been successfully processed, you’ll receive a confirmation message with a UTRN/Vend code. This can be typed directly on to the meter.

 

If the code fails multiple times, get in touch with us, and make sure you have your PAN number to hand. You can call us on 0330 102 7517, or get in touch via our Facebook or Twitter pages.

 

If there’s any questions you have that aren’t answered here, let us know in the comments, and we’ll make sure to update the info here!


31 replies

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Just got the email about being changed to the  PAYG SMART
on 18th feb
it says i wont see my balance on the app but would see it on the in home display
I dont have one!
So how am i meant to know?

Just downloaded the new payg smart app and top up my gas and electric and have email reciepts to say my payments were successful but can’t find my balance’s anywhere in the app… any ideas please ?

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Hey @JustinEnglish, I’ve moved your message to this page as it’s a great question other customers could benefit from! 

 

If you have an S1 meter that looks like the image below, you’ll need to press 7 on the keypad of each meter, and it’ll show your balance, you can also activate your emergency credit this way too.

On the new SMETS2 meters (again looks like the images below), then at the moment you won’t be able to view the balance on the meter.

You can also view the balance for both meters on an IHD (In Home Display) The app should give you the option to request one, however if it doesn’t please reach out to the team via Facebook here, and they can get one ordered for you. 

 

Thanks :slight_smile:

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Wow this new app is so basic
Having to get step ladders to access my meter which is touching my ceiling to view balance is a step back from the old app and being able to view the balance on the screen
Feels like we have gone back 5 years
Disappointed is a understatement.

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Wow this new app is so basic
Having to get step ladders to access my meter which is touching my ceiling to view balance is a step back from the old app and being able to view the balance on the screen
Feels like we have gone back 5 years
Disappointed is a understatement.

forgot to say i asked for a IHD and it does not show me the balance on my account either

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@mrslewis - sorry to hear you’re disappointed in the new app.

 

The In-Home Display should show your balances if it’s paired correctly to the meter. If not, please give us a call on 0330 102 7517. The agent will be able to help get that correctly paired, so that you’ll be able to view your balance there instead of having to get up a step ladder to find out!

Userlevel 2

I have already made the switch to Bulb today as I am extremely let down by Boost. I have been a customer with Boost back when it was still OVO for over 4 years now and stayed with Boost for the convenience of being able to monitor my usage online and top up accordingly. Well since 21st Feb my usage has been showing 0.00 and nothing has gone down on the amount still left for both my gas and electricity. I have had to top up blind but even that isn't showing up in recent top ups! I have been told by Bulb I can start using them from 22nd March and to use up any existing credit I have with Boost as it will wipe it when I switch but how am I suppose to know what I have left and now have to just wait and see if energy cuts out or top up blind! Boost you have really made a mess of this upgrade and from what I have read along with my own personal decision you have lost alot of loyal customers because of a shoddy upgrade that clearly is useless! Why fix something if it isn't broke. 

Userlevel 1

I can’t use the new app because when I tap ‘register’ on the first screen, it asks for a Smart TopUp Card number but I’ve never had any such thing. The customer service lady had no idea what it is either. Now I can’t top up at all and my balance is at 6 pence. What can I do?

Userlevel 1

It appears that my PAYG+ account has been switched to PAYG Smart. I only found this out when I started getting ‘low balance’ and emergency credit messages because my payments were going astray. I’m sure Boost hadn’t informed me of the switchover. However, I downloaded the new app, but I can’t use it because I can’t log in with my existing PAYG+ details and if I try to register, the first thing it asks me is to “Add your Smart TopUp cards one at a time” but I have no idea what this means. I don’t have a Smart TopUp card - what is that?

How do I register on the new Boost app? Are Boost supposed to have sent me some details to use..?

Userlevel 1

In case anyone else experiences this, you need to ask Boost for a number for each energy type, which they refer to variously as a ‘PAN’ number or a Top Up Card Number.

For electricity, apparently their crack team of experts gave me the example one shown on their system, rather than a proper one linked to my account.

Back to the phone it is then, sigh.

Userlevel 1

Right. I’ve got the PAN/top-up numbers required to top up my balances. Took 7 phone calls, but I got there in the end - I think. Waiting to see if they actually work as my gas balance is showing zero at the moment. Stunned by the ineptness of this company.

The new app not only forces you to top up two separate balances, but doesn’t show you usage or balance and to that end, is completely regressive. I’m off to Octopus Energy asap.

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@Nicki I’ve moved your comment here as we created a very helpful guide that explains why we made the changes to the app and how you can monitor your usage. 

It’s a shame to hear you've chosen to leave us as a result of the changes to the app. I can’t advise on how your smart meters will work with Bulb, this is something you’ll have to discuss with them. 

If you have any remaining credit left after you leave us, we’ll issue you a final statement within 6 weeks and any refund due back to you will be sent via cheque. 

 

 

 

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I trust this has now been sorted for you @Seaside Jimmy! I’ve moved your comments here as this topic explains everything you need to know about the changes to the app and how Smart PAYG works! If you don’t wish to call the Care team, you can always reach out to our Facebook team here

I was told I would be switched over on April 6th, then got a message to say it hadn’t been possible and would be delayed until a later date, and I would be sent a link to download the app. I still haven’t had this link, and I can’t download it from Play Store despite umpteen attempts. Meanwhile, the balance on my smart meter suggests I’m going to run out of electricity tomorrow - and I have no way of topping up!!! I don’t want emergency credit, I’d like to have the app and be able to top up my energy properly.

 

Also, the difference between my balance on the old app and the smart meters is about £18. Why is this?

Userlevel 1

This new app is absolutely abysmal. All the useful functionality like; auto top-ups, credit being used between the 2 energies, being able to see live balance, and even the winter wallet have been stripped away from it. The app is now absolutely useless, safe to say I’m looking into swapping to another provider who can provide a useful app given that I cannot even top up my gas through the app. And because the app is useless, I now have about £50 worth of ‘pending transactions’ sitting in my bank account. Safe to say if this money actually leaves my account I’ll be doing a chargeback on every single one.

 

And what a shock, no pay point can recognise the barcode on the app. I am not happy at all with this. What am I supposed to do? Just have no gas until I move to a new supplier because you guys cannot do anything properly?

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Hey @ns1974 @DRush 

I’m sorry to hear about your experiences with the recent upgrade (or lack there of for you @ns1974)

 

@ns1974 You should find that if there was an issue with being able to upgrade you, that nothing changed with your current prepayment set up. It sounds like some parts of your account has clearly been updated, for the things you’ve noticed. This will need to be chased asap.

 

@DRush - We appreciate the upgrade may not be for everyone, and yes, some functionalities have not been carried over from the PAYG+ set up.

With the new version 1.8 of the ‘Boost Top-up’ app, you should be able to see the live balances for each of your supplies, displayed on the account page.

If you still struggle seeing your balances via the app, you should be able to see them via your IHD or by pressing 6 on your smart meter keypads.

If you find any payments are still sat pending with your bank, and they’ve not reached your balance, you should find they are returned to your bank balance within 4-5 working days.

Also, during the upgrade, any previous balance on the old mode will be passed to your new balances within 7 working days.

 

If you both are running into any issues and need assistance, please reach out to our Boost team via their Facebook page or Twitter pages asap.

 

Hope this helps,

 

Userlevel 1

​​​

@DRush - We appreciate the upgrade may not be for everyone, and yes, some functionalities have not been carried over from the PAYG+ set up.

With the new version 1.8 of the ‘Boost Top-up’ app, you should be able to see the live balances for each of your supplies, displayed on the account page.


You are certainly right the upgrade isn’t for everyone, stripping functionality away (especially from vulnerable people who rely on it) is an absolute joke.

When will v1.8 be on the app store? Only 1.7 is showing and I have had no download link provided for 1.8.

We don’t have an IHD, now I’ve got to wait for one of those. And why should I have to check on the meters when the app worked perfectly fine?

4-5 working days isn’t good enough when it is the fault of your company why I can’t top up.

​​​​​

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Hi @DRush - what’s the latest with your topping up barcode issue? If it’s linked with your meters, the PayPoint top up using the barcode showing in the app should work. Our number to check this is: 0330 102 7517. If it’s correct but the PayPoint shop assistant can’t make it work, their helpline number is: 0800 310 0000.  

 

Good point about version 1.8. On my iOS App store, 1.7 is the latest version showing. I’m checking on this and I’ll be back with an update when I have it. 

 

To get an IHD sent to you, great for viewing usage, live balance and for setting targets, reach out to our Support team to request this: hello@boostpower.co.uk. 

 

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What’s the latest on this, @DRush?

 

Please be advised that 1.7 should be the correct version of Smart PAYG app for IOS, and 1.8 for Android

 

Tim

Userlevel 1

Hi @DRush - what’s the latest with your topping up barcode issue? If it’s linked with your meters, the PayPoint top up using the barcode showing in the app should work. Our number to check this is: 0330 102 7517. If it’s correct but the PayPoint shop assistant can’t make it work, their helpline number is: 0800 310 0000.  

 

Good point about version 1.8. On my iOS App store, 1.7 is the latest version showing. I’m checking on this and I’ll be back with an update when I have it. 

 

To get an IHD sent to you, great for viewing usage, live balance and for setting targets, reach out to our Support team to request this: hello@boostpower.co.uk. 

 

The latest is that on the day I hadn’t been swapped over (and wasn’t swapped over until the day after). The app now works but honestly, I cannot wait to be rid of the app and this company as I’ve swapped providers (and I’ve made sure who I’m going to doesn’t use this app but with a different theme).

I’ve got the latest version of the app but once I can get rid of it I will be. If you guys looked at the reviews on the app stores you’d realise that the features that were stripped away were features people used and/or relied on and apparently others are jumping ship in their reviews too. And you claim that the reason they’ve been removed is after “collecting customer feedback over a number of years”. Did you only ask people who don’t use the features what they think of them? Or did you not do that at all and just did it to save yourselves a little bit of money?

Honestly I cannot wait to see the back of this company, this whole situation has caused a lot of unneeded stress.

I’ve been changed to new app and carnt get on it to top up ? 

why cant i do automated top ups anymore

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Hi @Mish52 - sorry to hear this. We might be able to help over here. 

 

What do you see when you log in? What happens if you use the browser version, here

 

Refer to your email with instructions for when and how to use the new Smart PAYG app. If we’ve not advised you to log in yet, it might be that your account isn’t changed over yet. In that case, carry on using the PAYG+ app or your Smart Standard cards as before. 

 

@lanewestwood it sounds like you’ve lost this feature due to moving over to the Smart PAYG app. PAYG+ had the option to automate top ups via the ‘Scheduled top up’ feature. I’ve moved your comment over to this thread, check out the info at the top which outlines Smart PAYG in more detail, and come back here if you have any questions.

 

Thanks,

Tim

Userlevel 1

Tell you what, this new app is absolutely useless. I now can’t even access the app to top up my meters and see how much is on them while I’m waiting to switch to a new supplier, I can’t wait to leave Boost. This wouldn't even be an issue if you didn’t want to be cheap and remove features people rely on.

I am unable to top up at the moment within the new app as it comes up with an error code 6 at the payment confirmation bit, my electric is low so now what? I know I can use emergency credit and it won't switch off over the weekend, well I hope it won't, I'm waiting for a reply back from Facebook messenger now hopefully they will help, but it's Sunday do they even work Sundays?

Telling very stressed I liked the old way but anyhoo I'll wait as long as I can...

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