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The Boost app is blank - What do I do?

  • 8 February 2021
  • 24 replies
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Hi I’ve tried to go on my app since yesterday and it is blank so I can’t get my balance up or top up I tried to email about this but it won’t let me because I don’t no my account number my iPhone X is up to date and the app is updated so I’m not sure why I can’t get on any help please I tried to ring but gave up as I was on hold for ages

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Best answer by Jess_Boost 14 July 2021, 12:42

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24 replies

Mine has been the same for the past 2 days aswell and no way of contacting them. Cant view balance or top up either. Just hope i do have enough to lasy until its sorted.

Userlevel 1

Hi

had same trouble called boost yesterday was told app at fault but they working on it. 
had text  today saying zero balance and top up by tomorrow. Obs they’re text service working fine. I can’t go pay point as self isolating at home. 
I have emailed and wait reply.

just so you no if you call them be prepared for a very long wait 
 

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Update 

Not sure how Iv managed this but was able to top up once I joined this forum. 
I joined they sent link to authenticate account 

i did thus 

I then clicked account details and topped up, have saved to safari. 
Terrified of running out whilst isolating  so have topped up with my whole household budget £100. 
I’m sure what they have done to us is illegal but what else can we do.  

I was told to uninstall the app and download it again so I did and mine is working now

 

Updated on 03/07/21: here’s some common app FAQs:
 

Moving to PAYG Smart

 

How will PAYG Smart work?

On your new Boost plan, you can:

  • Top up anywhere, anytime – online, in the app, or at PayPoint shops as usual

  • Enjoy some breathing space – get £5 emergency credit straight from each of your meters, and you can call us if you need more

  • Check your balance in the app – every night, we'll take a handy snapshot of your balance. So it’s all ready for you the next day

  • Always be in the know – if you've got an In-Home Display, this can tell you how much energy you're using, and alert you when you're low on credit

  • And if you run out of credit on weekdays between 4pm and 10am, or anytime on weekends and bank holidays – we'll make sure you don't lose power

 

If I don’t have an In-Home Display, how can I get one?

That’s easy. Just fill out this form to order yours.

 

What's different on PAYG Smart?

  • You'll get a new Boost app – download it here for iOS, and here for Android
  • You can't track your energy use in the new app – but you can do it with your In-Home Display (if you have one)
  • £30 Emergency Boost won't be available in the new app – but you can activate £5 straight from each of your meters, and call us if you need more
  • Our text, email, and app credit alerts will stop – but an In-Home Display can tell you when you're running low

 

My energy balance on PAYG Smart  

 

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. 

 

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.

 

When can I download the new Boost Top-up app?

If we’ve written to ask you to download the Boost Top-up app, please follow the instructions on how to set it up. If we haven’t been in touch about this yet, keep on using the PAYG+ app until you hear from us. 

 

How do I top up on PAYG Smart?

You can do it with your new Boost Top-up app once you’ve downloaded it, just like you topped up with the old one. You can also make payments online, or at any PayPoint shop with your Boost top-up card or by using the barcode in the app.

On PAYG Smart, you’ll need to start topping up your electricity and gas separately – you can choose how much credit you’d like to add to each.

 

How do I add a new top-up card to my new app?

You only need to do this if you’re signing up for a new account.

If we only supply you with electricity:

  • Tap Manage Accounts
  • Click on Add Smart TopUp card
  • Select Electricity
  • Press Next
  • Enter your top-up barcode number into the box
  • Then press Save

If we only supply you with gas:

  • Tap Manage Accounts
  • Click on Add Smart TopUp card
  • Select Gas
  • Press Next
  • Enter your top-up barcode number into the box
  • Then press Save

If we supply you with gas and electricity:

  • Tap Manage Accounts
  • Click on Add Smart TopUp card
  • Select Electricity
  • Press Next
  • Enter your top-up barcode number into the box
  • Press Save
  • Then select Add Smart TopUp card again
  • Follow the same steps as for electricity to add your gas
  • Press Save

When you move from PAYG+ to PAYG Smart, your top-up cards are automatically added to your new app. If you have new cards, just follow the steps above to add them (from Add Smart TopUp card).

 

Tried to top up this morning on my app an the screen is blank

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@Jodiem2021 @Kiki @Maggie3,

 

@Evsrebecca15 has the answer there, delete and re-install and the app should work as normal again!

This has happened to me. I’ve tried uninstalling and reinstalling a few times and it’s not working. My electric will be cut off at 10 in the morning. 
please can anyone help 

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Really sorry to hear about the app issues you’re having. Our first trouble-shooting tip would be to try uninstalling and re-downloading the Boost app - this makes sure you’re using the most up-to date version of the app and often fixes any technical bugs. :bug:

If you’re still not able to access this via the app, it’s worth checking out the browser version.

 

I’m hoping you manage to get this sorted quickly - if you’re still struggling and at risk of going off-supply give the team a call on 0330 102 7517 or reach out to them via Webchat (by clicking the yellow speech bubble on our Homepage) - They can help get you back on-supply and investigate the issues you’re having with using the app. Don’t forget to pop back and let us know how you get on - this will be really helpful to others with similar issues in future.

 

I’m trying to login to my account, but when I do it just comes up with the white loading screen and the menu on the left?

 

also tried on different devices and same problem!

 

any ideas?

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Hi @danbhardy,

 

Sorry to hear you’re having some issues when trying to login to your account. I’m guessing you’re using the Boost app to login so I’ve moved your comment over to this related topic. The best answer above gives some really helpful advice:

 

 

Really sorry to hear about the app issues you’re having. Our first trouble-shooting tip would be to try uninstalling and re-downloading the Boost app - this makes sure you’re using the most up-to date version of the app and often fixes any technical bugs. :bug:

If you’re still not able to access this via the app, it’s worth checking out the browser version.

 

I’m hoping you manage to get this sorted quickly - if you’re still struggling and at risk of going off-supply give the team a call on 0330 102 7517 or reach out to them via Webchat (by clicking the yellow speech bubble on our Homepage) - They can help get you back on-supply and investigate the issues you’re having with using the app. Don’t forget to pop back and let us know how you get on - this will be really helpful to others with similar issues in future.

 

 

Hi, 

 

I have a couple of annoying issues here.

 

  1. The website wont load properly. I just get a loading icon looping forever. This was not an issue a few months ago. 
  2. I have moved to a new mobile phone, installed the app and i cannot login. I've tried resetting password multiple times but it only works when i login through the website. I also have to keep my old phone just so i can top up. Very frustrating!

If anyone can help with these issues, it would be much appreciated.

 

Thanks.

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Hi @lpking2005 and welcome to the Boost forum,

 

Sorry to hear of the issues you’ve been having when trying to access your account via the Boost app and the browser version.

 

I’ve moved your comment over to this similar thread as there’s some advice in the ‘Best Answer’ above you might find helpful:

 

 

Really sorry to hear about the app issues you’re having. Our first trouble-shooting tip would be to try uninstalling and re-downloading the Boost app - this makes sure you’re using the most up-to date version of the app and often fixes any technical bugs. :bug:

If you’re still not able to access this via the app, it’s worth checking out the browser version.

 

I’m hoping you manage to get this sorted quickly - if you’re still struggling and at risk of going off-supply give the team a call on 0330 102 7517 or reach out to them via Webchat (by clicking the yellow speech bubble on our Homepage) - They can help get you back on-supply and investigate the issues you’re having with using the app. Don’t forget to pop back and let us know how you get on - this will be really helpful to others with similar issues in future.

 

If these general trouble-shooting tips don’t get things sorted, give the team a call to double-check the email address we’ve got registered to your account is correct.

 

I’m hoping this helps get you back on track - Do pop back and let us know how you get on. :slight_smile:

Hi. My app is not updating my credit balance.  7th May was the last time it gave an update. 

Is it an app issue for everyone or is there something I can do to fix it? 

It was working OK up to now fine. 

Also what are the best ways to top up if app is frozen? 

 

Thanks 

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Hi @liongard82 and welcome to the Boost forum,

 

Sorry to hear about the recent issues you’ve had when using the app. I’ve moved your comment over to this thread as I’m hoping the best answer above might help to get things back on track:

 

Really sorry to hear about the app issues you’re having. Our first trouble-shooting tip would be to try uninstalling and re-downloading the Boost app - this makes sure you’re using the most up-to date version of the app and often fixes any technical bugs. :bug:

If you’re still not able to access this via the app, it’s worth checking out the browser version.

 

I’m hoping you manage to get this sorted quickly - if you’re still struggling and at risk of going off-supply give the team a call on 0330 102 7517 or reach out to them via Webchat (by clicking the yellow speech bubble on our Homepage) - They can help get you back on-supply and investigate the issues you’re having with using the app. Don’t forget to pop back and let us know how you get on - this will be really helpful to others with similar issues in future.

 

If your balance isn’t updating this could indicate there’s a temporary drop in the communication of your smart meters, in which case you might want to take a look at the guides below.
 

 

If there is a communication issue with my SMETS2 meter, is there a way to try and reconnect it first before contacting boost? 

I reinstalled the app yesterday but the same problem remains. Its the same on the browser version. 

Thanks 

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Sorry to hear that the initial trouble-shooting hasn’t got the app issues sorted, @liongard82.

Did you run through the checks mentioned in the tutorials above? If so you’ll need to get in touch with the Support Team. As the smart meter communication isn’t something you’re able to resolve yourself, the team will be able to carry out some remote processes or arrange an engineers visit, depending on the results of the ‘smart meter health check’.

The quickest way to reach the team is via our webchat which you can find here.

 

I hope this helps get things back in communication.

My application has been suspended since 5/21 and today we have 1/06 ..

Is there anyone able to explain to me what is going on, this is the case since the last update ..

This is what this app is for, so you don't have to run to the meter every time to see if the top-up has entered.

What if you leave for some time?

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I’m so sorry to hear you’re having issues with your Boost App, @Rado74.

 

We’ve not had any general issues reported so we’d recommend following the advice given in the ‘Best Answer’ above.

 

Really sorry to hear about the app issues you’re having. Our first trouble-shooting tip would be to try uninstalling and re-downloading the Boost app - this makes sure you’re using the most up-to date version of the app and often fixes any technical bugs. :bug:

If you’re still not able to access this via the app, it’s worth checking out the browser version.

 

I’m hoping you manage to get this sorted quickly - if you’re still struggling and at risk of going off-supply give the team a call on 0330 102 7517 or reach out to them via Webchat (by clicking the yellow speech bubble on our Homepage) - They can help get you back on-supply and investigate the issues you’re having with using the app. Don’t forget to pop back and let us know how you get on - this will be really helpful to others with similar issues in future.

 

 

is the boost web portal and boost app down and if so when will it be up and running again its beginning to be a pain keep having to call to try and top up 

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So sorry to hear that you’re having issues with the Boost app, @jdkelly50.

 

We’ve not had any wider outages reported so I’ve moved your comment over to this similar thread. Check out the advice given in the ‘Best Answer’ above:

Really sorry to hear about the app issues you’re having. Our first trouble-shooting tip would be to try uninstalling and re-downloading the Boost app - this makes sure you’re using the most up-to date version of the app and often fixes any technical bugs. :bug:

If you’re still not able to access this via the app, it’s worth checking out the browser version.

 

I’m hoping you manage to get this sorted quickly - if you’re still struggling and at risk of going off-supply give the team a call on 0330 102 7517 or reach out to them via Webchat (by clicking the yellow speech bubble on our Homepage) - They can help get you back on-supply and investigate the issues you’re having with using the app. Don’t forget to pop back and let us know how you get on - this will be really helpful to others with similar issues in future.

 

Have you tried updating the app to make sure you’ve got the latest version?

Hi jess thank you for the reply , been a boost customer for years , and only this year has it been the worst ,for  topping up .It is a nightmare when the web portal and app wont accept payments ,, its not the customer its whats going on over at boost maintenance ..   would be great to know when its up and running again as i cant top up  my app is up to date and my browser is up to date  

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Sorry for the confusion, @jdkelly50.

 

If you’re able to access the app but your payments aren’t reaching your meter, this could be down to the communication of your smart meters rather than any issues with the app itself. If the problem continues you might want to check out the advice given in the topics below, before contacting the Support Team.
 

 

Hope this helps.

My App rarely updates, so I don’t know how much electricity and gas I have when I am away from home. When is the App going to be fixed? £50 of credit also disappeared from our account without us using it. I would like to request a full record of my electricity and gas usage, plus my payments, from May 1st 2022 - 25th June 2022 to look into disappearing credit and also how my electricity and gas were switched off when I had credit. How do I get hold of these records, does anyone know? I have tried contacting Boost numerous times on every platform imaginable, and I have not got anywhere with it. Complaints are ignored, and I am just counting down the days until I can submit a complaint to the ombudsman. 

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Hi @Rosie H,

 

Sorry to hear about the issues you’ve been having when using the Boost App recently. We’ve moved your comment over to this thread as the ‘Best Answer’ above gives some great advice on how to make sure you’re using the most up-to-date version of the app.

 

As you mention the balance on your app isn’t always updating daily I’m wondering whether there could be some intermittent issues with the communication of your smart meters which is the cause of this. We’d recommend checking out the guides below which can help get to the bottom of things and contacting our Support Team with the results:
 

 

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