Why am I off supply and unable to add credit via the new app on Smart PAYG?

  • 18 April 2021
  • 5 replies

Userlevel 1

AGAIN AND AGAIN AND AGAIN, the app doesn’t work I am constantly without either gas or electric or both until I am able to get through to the useless customer service who tell me the same rubbish week after week about how they are fixing it snd what seem to be just absolute lies. Is that how you treat paying customers boost? Today is my 3rd day with no gas as I work from 8 am till 9pm it’s difficult for me to constantly be calling customer service. I need help but no one at this company can provide that YOU HAVE BEEN WARNED. OH AND ALSO THE CARDS I WERE SENT DO NOT WORK 


Best answer by Tim_Boost 20 April 2021, 15:44

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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 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 AAB (SMETS1) or holding 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 and B, scroll to Prepayment and press C

  • Tap A and B until you see New Payment

  • Press 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


This is the 4 time in the space of a month that my mother has lost power due to boost not doing what they have promised, 4 times we have had to call up and be told they will put some emergency on while we wait for a engineer to come out, who can also only be called once we have no power or heat, my mother is severely disabled and is lucky I am here to help, the engineer has been out and we was told on our last call the 4th one we have had to make when losing power, that everything is OK and to expect our new card through the post, no sign and this was on Tuesday they was also ment to put enough credit on to last till this was all sorted, once again left with no power and on hold to the call centre who just clearly can not sort the problem of regularly supplying our home with power like was promised once we buy our credits, please can someone just help us and sort this problem out it is really not fair.


Does anyone in this chat have any experience in taking legal action against negligent companies such as Boost? I have already gone to the energy ombudsman but have been offered and extremely meager sum for the harm caused to me by Boost’s terrible customer service.   


If anyone from Boost is reading this can you please look my name up in your system and work out why I am off supply for about the 8th time in the last 6 months. I have paid £80 pounds into the account that you sent me through just last week yet I am now on emergency credit. I am not able to spend hours on the phone today as I have work to do, so I guess I’m going to have to solve this tomorrow once all my food has rotted once again.    


With the least kindest regards imaginable, 

Hugo Borren

I feel your pain. Maybe complain to the energy ombudsman? If enough of us complain then maybe they will have to listen? 


Their internal complaints line is a joke, wouldn’t bother with that. 

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Hi @GedBarton and @hugo borren,


It’s Tim here, one of the moderators on the Boost forum. I want to try and help as best as I can, I’m really sorry to learn about the experience you’re both describing. 


I want to say first off that I won’t be able to offer any account specific advice or support. Some things are better left without guesswork. 


@GedBarton I can’t be sure, but it sounds like you’re waiting on a gas top up card to be able to avoid going off supply. That tells me you don’t have smart meters, which does limit the support our team is able to give you at short notice. You need a working gas card, but you might not need to wait till it arrives in the post. Calling us is the best way to work out the option that suites your needs: 0330 102 7517.


@hugo borren your issue sounds different in that you might have a smart meter, and were recently set up on Smart PAYG. I’m aware of a known issue preventing some top ups on the app. More info here:



You should be able to use the top up card, card number/barcode to add credit via a PayPoint. More info here:



As for your question about legal action, I would advise that your legal representative contacts our legal team via letter to the following address:


Boost Power Legal Team, 

Temple Quay, 1 Rivergate,





However my initial advice would be to follow the remedy stipulated by the independent Ombudsman officer who handled your complaint. If you have any questions about this, you would need to contact them directly. Details here.  


Please be advised that our Support team are in and taking calls Saturday and Sunday, 9am-5pm for any emergency support: 0330 102 7517.


Hope this helps,