F.A.Q.

We're changing PAYG+ to PAYG Smart - FAQs here!

  • 18 September 2020
  • 291 replies
  • 14783 views
We're changing PAYG+ to PAYG Smart - FAQs here!
Userlevel 6
Badge +2

Updated on 24/06/21:

 

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

 

How do I know if I’ve already been moved to PAYG Smart?

If you're on PAYG Smart already, we’ll have sent you a letter or an email about this, including all the instructions for setting up your new app, which is called 'Boost Top-up'.

 

How do I know if I’m still on PAYG+?

If you don’t have a message in your app saying that you’ve been moved to PAYG Smart, you’re still on PAYG+.

 

I’m on PAYG Smart – can I go back on PAYG+?

Unfortunately, this won’t be possible. 

 

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 That said, if your meters aren't communicating with us frequently, your balance might not show at all – or be out of date.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. 

 

How do I view my balance on my meter or In Home Display (IHD)?

If you have a SMETS1 smart meter (the one with a keypad), press 7 on the meter’s keypad to see your balance. You can also press 5 on your meter to see how much debt you have left.

 

For SMETS2 smart meters (which has 2 buttons on the electricity meter and 3 buttons on the gas), such as our Aclara electricity or Flonidan gas smart meter, your balance will always display on your IHD home screen and on the screen of the meter itself. 

 

How do I change the default view of my IHD so it shows my balance?

 

Press the Menu button in the bottom right of the screen and select Settings. You can change the view of your home screen by selecting Home Screen. This will give you 4 different layouts to choose from. Use the left and right arrows to scroll through the options, including one which shows 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.

 

Can I check the balance directly on my meter?

 

This depends on the type of meter you have. A SMETS1 (the one with a keypad) or a SMETS2 (which has 2 buttons on the electricity meter and 3 buttons on the gas).

 

If you have a SMETS1

  • Press 7 on the meter to see your credit

  • Press 5 to check your debt balance

 

If you have a SMETS2

  • You’ll always see how much credit you have on your In-Home Display (IHD) screen, and on the default screen of the meter itself.

 

The new PAYG Smart app: Boost Top-up

 

I’m already on PAYG Smart, can I use the new Boost Top-up app?

Of course – you’ll find all the instructions on how to download it in the letters or emails we’ve sent you on the day you moved to PAYG Smart.

 

When will the old PAYG+ app stop working?

You can carry on using it until we get in touch about the exact date of your move to PAYG Smart. We’ll give you plenty of notice.

 

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. 

 

What should I do once I move from PAYG+ to PAYG Smart?

You just need to download the new app. It’s called ‘Boost Top-up’.  Once you’ve done that… 

  1. Open it and tap Sign In
  2. Select Forgot password
  3. Enter the email address we use to contact you, and press Next
  4. Then choose a new password
  5. Head to your email inbox – you'll see a Boost password reset email from us
  6. Enter the code from this email into the app, and press Next
  7. Choose a new password by following the instructions, and hit Confirm
  8. Sign into the app using your email and your new password – you'll stay logged in 

Your top-up cards will be added automatically to the new app, so you can start making payments anytime.

Remember, your PAYG+ balance will move across automatically. You can also delete the old PAYG+ app.

 

Paying for my energy on PAYG Smart

 

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.

 

Why haven’t you sent me a new top-up card?

The best thing about the Boost app is that you can manage and top up your energy from anywhere. You can also make payments at the shop using the in-app barcode. This is why we haven’t sent you a new top-up card – you can do it all in the app! If you’d prefer to have top-up cards, just give us a call and we’ll send them your way.

 

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).

 

What will happen to my Winter Wallet savings?

Winter Wallet ended last year and we’ve already moved any savings from your wallet to your credit balance.

 

Will I still be able to pay with a few different bank cards?

Yes, that's possible in the new Boost app too. Once you've logged in for the first time, you'll be able to add your bank cards.

 

Will my energy prices change on PAYG Smart?

No. Moving to PAYG Smart won’t affect your energy prices. 

 

The PAYG+ features

 

Can I still schedule rolling and auto top-ups on PAYG Smart?

No, these features won't be available on your new plan unfortunately. It might be an idea to pop a reminder in your calendar instead.

 

What happens if I run out of credit and can’t afford to top up on PAYG Smart?

 

As always, we’re here to support you. If you can’t top up straight away or you can’t afford to, there’s £5 emergency credit on each meter to help. You can activate it using either:

  • Your In-Home Display – just press E Credit, and your balance will count down to £0 from £5, giving you enough time to top up before it runs out
  • Your meter – here's a handy guide to walk you through how to do it

If you need more emergency credit, we can offer this over the phone. Give us a call on 0330 102 7517 and we can support you.

Don't forget, if you run out of credit on weekdays between 4pm and 10am, or anytime on weekends and bank holidays – you won't lose power.

 

What will happen to Emergency Boost?

This won't be available in the new Boost app. You can activate £5 emergency credit straight from each of your meters and we can offer more over the phone, when you call us. We’re here to support you. 

 

Troubleshooting issues with PAYG Smart and your SMETS1 meter

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

A SMETS1 meter has a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it’ll just have the 2 red and blue buttons, but no keypad. 


 

Why isn’t my top up showing on my meter or IHD?

 

It’s normal for smart meters to lose signal from time to time, just like mobile phones. This means it might take longer than usual for your top-up to show up as energy credit. It shouldn’t take more than an hour to see your top-ups on your meter, but you can always add them manually too. Read on for more info. 


 

How do I top up my SMETS1 meters manually?

 

After making a payment, it takes up to 30 minutes (for electricity) and 60 minutes (for gas) for the money to show on your meter. If it doesn’t, you can give it a little push.

 

For this, you’ll need the 20-digit code on your PayPoint receipt. This is why it’s always best to keep your receipts safe.

 

  • Press A on your gas or electricity meter

  • Enter the code from your receipt

  • Tap B to confirm and it’s all done!

 

If you top up online or via your app, PayPoint will either email them to you or send them via text.

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on, so make sure all gas appliances are off before trying to reconnect. If the meter has disconnected, you can reconnect it by pressing A, A, B (SMETS1) or holding A and B at the same time (SMETS2).

 

Why did my SMETS1 meter cut out without using emergency credit first? 


 

1. Activate your emergency credit using your IHD

When your balance drops below £5, your IHD will flash and tell you that you can activate the emergency credit. If you don’t, it’ll then flash again when your balance is below 50p:

 

  • Navigate to the main menu

  • Click on Account

  • Press the  emergency credit button

 

(You’ll find more detailed information on what to do in your IHD booklet.)

 

2. Activate your emergency credit using your meter:
 

  • Press the 7 on the keypad

  • You’ll see a message saying EC OFFER – tap A to accept the emergency credit or B to ignore

  • Then tap B to confirm

  • By pressing 7 you’ll see whether the credit has been activated – it’ll tell you EC SELECTED

 

Troubleshooting issues with PAYG Smart and your SMETS2 meter

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

 

You can tell if you’ve got a SMETS1 meter, as it will have a meter keypad with numbers, and a red and blue A and B button. 

 

If you have a SMETS2 smart meter, it will just have the 2 red and blue buttons, keypad. 

 

Why isn’t my top up showing on my SMETS2 meter or IHD?

 

Smart meters can stop communicating with us for a number of reasons. If your top-up hasn't appeared on your meter, follow the instructions below to add your credit manually.. 


 

How do I top up my SMETS2 meters manually?


There are 2 ways:

 

1. Using your IHD – this is the easiest and fastest way:

  • Tap the menu icon at the bottom right of the screen

  • Press Top-Up

  • Choose the fuel you want to top up

  • Press OK

  • Enter your PayPoint code

  • Tap OK

  • The IHD will then confirm that your money has been added to your meter

 

2. Using your meter
 

For electricity:

  • Press A on your meter until you see Enter Top Up Code

  • Press and hold A to begin typing 

  • Enter your code using the A and B buttons to navigate through the digits

  • Press and hold B when complete

  • The meter will show you one of these messages: Top Up accepted or Invalid

  • Press A to continue

 

For gas:

  • Press C on your gas meter to enter the menu

  • Using A and B, scroll to Prepayment and press C

  • Tap A and B until you see New Payment

  • Press C to select it

  • Use A and B to enter your code

  • Tap C again

 

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on. If the meter has disconnected, you should be asked to press any button following a top-up to trigger a reconnection.

 

Why did my SMETS2 meter cut out straight away without warning? Where is my emergency credit?

 

1. Activate your emergency credit using your IHD:

If your balance drops below £5, the IHD will tell you that your emergency credit is available:
 

  • Press the menu button

  • Tap E-Credit

  • Select the fuel you want emergency credit for (gas or electricity)

  • Press OK

  • The IHD will confirm your request

  • You’ll see Emergency credit in use next to the fuel you’ve added it to

 

2. Activate your emergency credit using your meter

 

For electricity:

If your balance goes below £0, your meter will say EMC available:

 

  • Press A to cancel or B to activate it

  • You should now see 2 emergency credit balances. The first is how much emergency credit you have left and the second shows how much has already been accepted

  • If you select the emergency credit, you’ll see an EC sign on the display at the bottom-right corner

 

For gas:

  • Press any button on your gas meter to wake up the screen

  • If you have any emergency credit available, you’ll see an EC logo on the screen, next to the signal bar icon

  • Press C to enter the menu and B to scroll to Prepayment

  • Tap C to enter

  • Press B to scroll down to the Emerg. Credit option, then C to enter

  • If the status says Available, press C to accept the £5 emergency credit (you should hear a beep sound and the status should change to In-Use)

  • You can check your emergency credit balance by going through the same menu options until you see Limit and Remaining


291 replies

Userlevel 1

This is probably why my boost app hasnt updated for 13 days now apart from the daily standing charge.

Can you tell me, once the new app is available will the credit balance automatically switch over to the new app?

 

 

Userlevel 1

Hey @MikeYorks there should be no change to that feature, the usage will still be updated once a day. I’d message the team to run through a smart meter health check, which will get to the bottom of the communication issue you’re having here- facebook.com/boostpoweruk.

 

Thanks

Userlevel 4

I’ve had no problems with boost for the past 2+ years. Now you’re ‘upgrading’ it, but whats really happening is we’re losing functionality. I liked the rolling top-up feature. Set it and forget it. Now I’m going to have to manually top up every week instead. Also the energy usage on the IHD is less helpful than the app usage reporting feature. I was hoping for increased information in the app, like day/night energy usage. Now I find its all going away? 

Userlevel 4
Badge +1

We appreciate your feedback, @Patrick Wills, we’ll pass it onto the team! :)

Userlevel 4

I am very annoyed at Boost, received an email from them telling me that they are making some changes some of which I have listed. My thoughts are after the **


 You’ll get a new Boost app - we’ll tell you all about it in a few weeks and give you a link to download it  ** great I can't wait!

 You can’t track your energy use in the new app - but you can do it by looking at your meter or your IHD  ** the IHD (In Home Display) is a pain to use at times.

£30 Emergency Boost won’t be available in the new app - but you can activate £5 straight from each of your meters, or simply call us if you need more  ** wonderful, more time in a queue. 

Our text, email, and app credit alerts will stop - but an IHD can tell you when you’re running low   ** if you forget to check the IHD you will find out when you lose power.

 You’ll need to top up your gas and electricity meters separately - they won’t automatically share your credit anymore.   ** let us make life even more difficult for you by making you track 2 balances and top up twice.

Winter Wallet is coming to an end. If you’ve got savings in yours, they’re still safe and sound: we’ll pop them into your account as credit. ** being able to save money ready for winter helped a lot.

** In my view they have taken a very useable service and looked into how to make it harder for everyone.  If you are on a low income then having one top-up to cover both meters is easier as you won't run out of electricity and have a big credit on the gas or vice versa.  

If you are elderly or disabled then stopping text and email in preference to the IHD could be troublesome.  With text and email you can set the font size to make it easier to read, the IHD has no way (that I can find) to change the font size.

Userlevel 4

I top up via the app atm as well as check my balance and it just works. It is the only reason I moved to ovo and by default to boost and now your taking the functionality out of the accounts and taking a step back to the year 2000. I know I am now going to leave simply because what was a dream system to use is going to become unuseable and complicated. I usually get the warm home discount but I am leaving even at the risk of losing that.

 

Userlevel 4

Guys this is a total regression on features, you're making your stance in the market less appealing. There's no real explanation as to why you're doing this too, you can only assume you're going to try and repackage and sell these features back to us with a + upgrade or something along them lines.

If you value your business and customers you'd stop this regression, it will only be inevitable that you'll hemorrhage customers due to this focus.

Do the right thing and leave things as they are, and build on the features you have, not take them away and try and sell them back.

Userlevel 4

I also don’t a agree with boost changeing how prepayment customers to top up etc 

Userlevel 4

I've had to register to post how unhappy I am about this "improvement" You're taking away all the really useful facilities of the payg+ app and replacing it with a substandard version!

I can already top up anywhere, top up BOTH accounts at the same time and check my usage very easily. I also use the winter wallet every year, another great idea, now gone! If you do carry on with this change then I will have no option than to take my business elsewhere!

Userlevel 3

Looks like I will be leaving don't like the changes that are coming will vote with my feet take my business elsewhere

Userlevel 4

I suppose the good times wouldn’t last forever its a shame but this is the beginning of the end for BOOST, everything that made the service different and better has been stripped. I will be searching for a new supplier tonight and doubt I will be the only one. Trust has also been lost as you have presented a de-evolution of your services as a great thing for us how? Can someone from BOOST please break down how this is better for ANYONE. It’s not better, with the current app I can clearly see how much gas I am using and its cost, how much electricity I am using, and its cost. All from one single account how does having that split benefit me. The £30 breathing space gave me a great deal of wiggle room throughout the month £5 on 2 separate meters will affect this and I now expect to have multiple cut off throughout the month, the reason I moved to BOOST was to eliminate this as it was a problem with previous suppliers and you have now switched to the model that has caused us all so many problems. 

You were a good company and you will be missed but we all see how companies like BOOST have been coming and going in recent years. I’ll not be waiting for the inevitable failure and closure of BOOST it happened before and I was shipped back to a supplier I had left as the new supplier closed.

 

Anyone moderating these forums I’d run back to your bosses as quick as you can and tell them there is 0% support for this change and feel free to refer to your clients as rats (deserting a sinking ship)  

*UPDATE #1 - 5 mins later: OCTOPUS ENERGY is the front runner for me at the moment.

See how easy it is. BIG BIG MISTAKE BOOST

*UPDATE #2 - 15 mins later I’m switched as of OCT 10th. Fixed-price £90 a month (in winter I was putting over £250 a month in summer about £80 - £100) and there is extras for my disabled child.

BOOST was right this is the best thing they could have done….FOR ME not them!! 

Userlevel 4

Yep looks like it's time to move on boys and girls, when I've got some free time this weekend I'm off. Feel sorry for the general employees of boost however, get your CVs ready you'll be needing it shortly.

Userlevel 4

I will be also looking to move when I find someone to go to . how are you meant to check your meters when you are on holiday or in hospital and will also miss the winter wallet 

 

 

Userlevel 3

Why would you do this? You’re turning into the exact companies that I left to come to you! 
 

I loved that whilst I was overseas I could check my balance and top up if I was running low, or if I got a text alert just put some credit on, not have to physically press the button to put the emergency credit on, not easily done from 5500 miles away! Then coming home to defrosted freezer and flooded a kitchen because of it!    

This never happened with Boost, this is why you were different and why I recommended you to everyone I spoke to but now I’m going to look elsewhere as I can’t see how the new Boost is going to be better for me when it’s pretty much the same as the company I was with before!

Userlevel 6
Badge +2

Thanks for reaching out here to let us know your thoughts on this change. It’s really good feedback, and I’m keen to understand it better so we have this insight and can use it to better shape PAYG Smart. 

 

Our moderators will be checking these comments to answer any specific technical questions you have. But for now, @Emm_jay76 @Craig5201 @MikeYorks @adipauleng @Paceee @ferret76 @Happyhaddock @Ian_C @Namirred @Patrick Wills can you tell me the feature you’ll miss most from PAYG+ and why? 

 

There’s no doubt that the new Smart PAYG is a more simple proposition, with a clear per-meter balance and easy to use layout. So help us to understand what bits of the old you will miss. And also please come back to use in October to let us know how you find the new app!

Userlevel 4

It is as people have already said, Being able to view the balance in the app of the combined fuels instead of having to look at the meters which for most people are under sinks or tucked away making them difficult to read. The smart meter in home display is really aweful and to be honest I unplugged mine a long time ago.

Like I said in my post, I came to OvO because they did the top up via a app and that it was one payment fits all and that I could see everything in the app.

You say the new system is simpler so what is simpler than opening a app and seeing that I need to top up and topping up right there and then ? Is going to look at the ihd and working out how much I need to put on both fuels ? then opening the app and topping up. So in the end we have to open the app anyway so why not just leave it as it is.

Userlevel 4

For me it's being able to check my balance/usage for both accounts,and top up from from anywhere, especially while on holiday! I also use the winter wallet each year as it makes budgeting for winter so much easier.

I really hope you do take our comments on board and stop these backwards changes. I'm sure you have no wish to alienate and lose your customer base, especially in these uncertain times.

Userlevel 4

Thanks for reaching out here to let us know your thoughts on this change. It’s really good feedback, and I’m keen to understand it better so we have this insight and can use it to better shape PAYG Smart. 

 

Our moderators will be checking these comments to answer any specific technical questions you have. But for now, @Emm_jay76 @Craig5201 @MikeYorks @adipauleng @Paceee @ferret76 @Happyhaddock @Ian_C @Namirred @Patrick Wills can you tell me the feature you’ll miss most from PAYG+ and why? 

 

There’s no doubt that the new Smart PAYG is a more simple proposition, with a clear per-meter balance and easy to use layout. So help us to understand what bits of the old you will miss. And also please come back to use in October to let us know how you find the new app!

For me the most important feature is the rolling top-up. I don’t have to check my balance to see when i need to put more money on. I use the winter wallet to save extra through the summer so when the heating needs to go on, I’ve got that reserve in place to cover the more expensive winter months without changing my rolling top up amount. I also put my IHD away last year because I never used it and it was awkward and uninformative to use. I open the app and I can see how much I’ve spent by day, week or month. I switched to a smart meter so I wouldn’t have to drive 20 minutes into town just to top up my power. What you’re doing is taking away all the features we like and use the most and trying to persuade us we’re getting a better deal? I’ve been on the fence for a while about getting a credit meter installed and paying monthly. I’ve only stayed so far because a weekly payment is easier. The convenience kept me here despite the savings i could make with a credit meter. Now thats going away I’ve got no reason not to change.

What should be happening is a new app that gives more detail into our energy use, day/night usage, charts and analytic information. It doesn't even need to be a new app, just improve the current one. Whoever came up with this idea  needs to have a long think about what effect this is going to have on the customers, and the business when we leave.

Userlevel 4

For me it’s 

 

1. balance To be able to see it when ever we want

  1. wallet  as we don’t have to remember which meter to top up on ( that’s why I join up to ovo/ boost )
  1. Extra emergency credit as we don’t have to call up and ask . If the app did all we need then staff can help more people instead of sorting extra credit out 
Userlevel 4

I forgot about the winter wallet I also love to save thought summer 

Userlevel 3

For all the changes you are making to the system is utter rubbish. For me it was so easy to open the app add money and also save in the winter wallet so come the winter time I dont have to worry about topping up for a while. The ease of just opening the app up and seeing how much you got left and if your close to an empty balance the texts the emails was great. 

With what your doing now will make it alot harder as I don't have an ihd unit never have done and to now needing one of these and also spilling the payments down to the middle to top each meter is appalling. 

 

As a company your suppose to move forward not backwards. If I wanted to spilt my payments down the middle I would of stayed with a key meter and now with a smart meter. Seems like boost has taken 3 steps back in listening to there customers and making things harder at the same time. 

Userlevel 4

Can I ask if there's a charge for an IHD meter, I've never had one.

Userlevel 3
Badge +1

There’s no charge, @Happyhaddock, please pop the team a message on Facebook, we’ll get one ordered for you.

Thanks!

Userlevel 4

Mine IHD broken ages ago and you wanted me to £65 looks like I’m going to be stuck now if I choose to stay 

Userlevel 3
Badge +1

That’s odd to hear, @Craig5201, we don’t charge for IHD’s, pop the team a message on Facebook, we’ll check this out! 

Thanks.

Reply