Question

Why has my Smart PAYG top up not been added to my meter balance but it's taken the payment from my bank balance?

  • 14 May 2021
  • 8 replies
  • 249 views

Hello, my meter was beeping to say i was low on credit.  I have topped up £10 on two occasions and the app says sorry the payment hasn’t been taken even though the payment is going through with barclays straight away.  I only have 35p left does anyone know what has happened?

Thanks.


8 replies

Userlevel 6
Badge +2

Hi @SimonParker1979 and thanks for posting this,

 

Top-ups may display as ‘pending payment’ on the app if a payment fails due to an issue, such as our systems not communicating with PayPoint properly, or the PAN not being linked correctly to the a meter.

 

When this happens no funds are taken - you should be informed that the payment has failed and that we suggest you check your bank account. The top up amount should be available in your bank account within five days, but it’s usually a lot quicker! Payments that fail are also shown as 'vend fail' in the PayPoint online portal

 

So with that in mind, @SimonParker1979, I’d recommend you get in touch with our Support team, to make sure there’s no issue with your PAN card number and your account: 0330 102 7517 (0117 370 1041 from a mobile).

 

If you get a new card number, here’s some info for how to update your app with this:

 

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

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).

Userlevel 1

I topped up my electricity and gas meters on the 9th and 11th of May the money went out of my bank but didn't make it to the meters so I called 3 times managed to get an engineer out who replaced the meters. The electric meter says default on it and hasn't updated since the 8th, the gas meter updated last night so I've just gone to top it up on the app then get a message payment hasn't gone through but don't worry you havnt been charged, yes I have been charged yet again so how do i get my money back and what am I supposed to do when the meters I can't top up go off? You can't just leave people without gas and electric 

Userlevel 6
Badge +2

Hi @Vickyp77 and thanks for posting this. I’ve moved it over to another topic, which outlines the process for these ‘pending payments’. Are you able to check your bank account to see if these have been returned yet? 

 

The timeframe I’ve been advised is:

 

When this happens no funds are taken - you should be informed that the payment has failed and that we suggest you check your bank account. The top up amount should be available in your bank account within five days, but it’s usually a lot quicker! Payments that fail are also shown as 'vend fail' in the PayPoint online portal

Userlevel 1

The payments I made on the 9th and 11th have gone through as iff they went on the meters but they didn't so how do i get that money back? I am assuming the payment I made last night will go back in bank as I don't have a receipt for that as iff it had gone through 

 

Hi, 

This has also happened to me I topped up electric on the 14th..the money as gone out my bank but never gone on my meter balance...tried ringing but the number just keeps going over the options to press and won't go through to anyone... Also got a number off here  From a reply above.. that goes to OVO to Which they are confused I've got that number and just tell me to ring Boost... I'm running outa credit too.

Userlevel 1

Hi,

Well I did manage to get through to somone and I even had new meters put in, but I'm still in the same boat, the people on the phone are useless the people on here are useless I can't afford to keep trying to put money on when I'm not even getting any of it back. Here's the number I called ​0330 102 7517 and I hope you get sorted 

Hi,

Well I did manage to get through to somone and I even had new meters put in, but I'm still in the same boat, the people on the phone are useless the people on here are useless I can't afford to keep trying to put money on when I'm not even getting any of it back. Here's the number I called ​0330 102 7517 and I hope you get sorted 

Yeah I've tried that number but I can't get past the choose an option point. Tried contacting on social media but no luck there. I'm same don't want to try put more on Incase it don't work and I don't get money back. Guess I'll keep trying the number.

Userlevel 6
Badge +2

Thanks for sharing and helping each other, @Vickyp77 @Wilkins204 - it’s what this forum is all about. 

 

See below for info on failed top ups, it can take up to 5 days for the payment to show back in your bank account balance: 

 

Top-ups may display as ‘pending payment’ on the app if a payment fails due to an issue, such as our systems not communicating with PayPoint properly, or the PAN not being linked correctly to the a meter.

 

When this happens no funds are taken - you should be informed that the payment has failed and that we suggest you check your bank account. The top up amount should be available in your bank account within five days, but it’s usually a lot quicker! Payments that fail are also shown as 'vend fail' in the PayPoint online portal

 

If you think there’s an issue with your top up card PAN number, or with you going off supply whilst you wait for this failed top up to show in your bank account before retrying the top up, give us a call: 0330 102 7517 (0117 370 1041 from a mobile). Our call queues are much smaller today now that the Monday rush is over...

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