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.
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.
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.
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.
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.
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.
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.
Payments can fail for three reasons:
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 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!