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Why isn't the new Smart PAYG app accepting any kind of top ups?

  • 7 November 2020
  • 43 replies
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C
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Userlevel 1

Hello Boost forum.

I have just switched to the new smart payg app as having the new metre.

Ok the app will not accept any payment be it credit card or pay point so slightly fed up as running low on electricity and sufferring with ill health problems I can do without this BS.

Before you ask yes deleted the app again, using the latest version.

I can’t go back to the old app which worked great with no issues.

Need help asap with regards to this matter please.

 

Thank you.

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Best answer by Tim_Boost 24 May 2021, 11:36

Hi @Catollie and thanks for posting here. Are you able to give any more info on what happens when you try and top up via the app and PayPoint?

 

The info below is taken from this FAQ, and might be helpful:

 

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

 

 

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

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43 replies

T
Rank
Userlevel 1

I downloaded the new app and as per the instructions from the one and only email I’ve had about this I clicked forgot password but no verification email comes through. I can’t get on the app and I can’t get onto my account on the website. I haven’t been sent new cards. I’ve been on the phone over the past few days and either been on hold or been ‘getting passed to the right department’ that never seems to pick up. I went to call this morning as it says they’re open 9-1 on a Saturday only to have an automated service say they’re not open. 
I don’t think the credit will last until Monday as I’m obviously watching the numbers decrease on my in home display and I daren’t put my heating on. 
Does anyone know how I can get sorted with this? Sorry for the long post but I don’t know what to do and I’m starting to panic. 
thanks for any help anyone can give 

P
Rank

I'm in the same situation.. your energy wont be cut off at weekends.. I'm currently awaiting a phone call back from them.. this is ridiculous and they're customer services department is shocking 

T
Rank
Userlevel 1

I'm in the same situation.. your energy wont be cut off at weekends.. I'm currently awaiting a phone call back from them.. this is ridiculous and they're customer services department is shocking 

Are they calling you back at the weekend or are you expecting it on Monday? 
I totally agree, the service has been appalling. I’m looking to switch to a new provider as I’m not happy with that or the new system. 
Thank you for setting my mind at rest about the energy not going off. Do you know if I go into emergency credit I will have to pay it back? I’ve never had to use it before. Really hope you get sorted quickly too 

P
Rank

Yeah I would assume they would want it back.. but I'll be telling them I'm not paying it back.. I wouldnt have to use it if i could have topped up as usual.. I'll be looking to switch providers too.. i think it's the beginning of the end for boost.. unless the decide to switch back to the old system.. I'm not holding my breath for them calling me back today.. i did request a call back but i think I'll be in the phone on hold from 8 am Monday when they open.. yes it says on the website if you run out of credit between 4PM friday and 10 am Monday that you wont be cut off..

T
Rank
Userlevel 1

Yeah I would assume they would want it back.. but I'll be telling them I'm not paying it back.. I wouldnt have to use it if i could have topped up as usual.. I'll be looking to switch providers too.. i think it's the beginning of the end for boost.. unless the decide to switch back to the old system.. I'm not holding my breath for them calling me back today.. i did request a call back but i think I'll be in the phone on hold from 8 am Monday when they open.. yes it says on the website if you run out of credit between 4PM friday and 10 am Monday that you wont be cut off..

I’m exactly the same. I would never have to go into emergency credit if they had answered the phone and sorted out the issue. I won’t be paying anything back and already on uswitch looking for alternatives. The customer service has been shocking. Thanks for the info, at least I don’t have to worry about losing power. 

C
Rank
Userlevel 1

Well been waiting on the phone for over an hour so far to just to find out why their new app is not allowing payments of any types!

Gives a false phone number when trying to purchase electricity when the payment is declined.

Honestly what a massive balls upon their part releasing an app not fit for purpose.

T
Rank
Userlevel 1

Well been waiting on the phone for over an hour so far to just to find out why their new app is not allowing payments of any types!

Gives a false phone number when trying to purchase electricity when the payment is declined.

Honestly what a massive balls upon their part releasing an app not fit for purpose.

Have you managed to get through today? I wasn’t able to at all as it just said the office is closed. 
so I guess everyone is going to be in the same situation if no one can top up. It’s an awful situation to be in and can’t believe they’ve done this. It seems to be a huge step back on their service as I found the original app very user friendly. I don’t understand why they’ve changed? 

M
Rank

I've had the same trouble,I spent 3 hours in all on the phone yesterday to be told in 20 seconds it's not a emergency and I wont be cut off and phone back in the morning which has been closed.

T
Rank
Userlevel 1

I've had the same trouble,I spent 3 hours in all on the phone yesterday to be told in 20 seconds it's not a emergency and I wont be cut off and phone back in the morning which has been closed.

It’s such bad customer service. I’ve just been on the Facebook page and seen 100s of comments from people in the same situation. Boost have really let everyone down and I think they’re going to lose a lot of customers.

hope you get sorted 

C
Rank
Userlevel 1

Thank you Tanya :)

I managed to speak to a customer service advisor who told me the app is not working and has many issues with it right now.

I payed them over the phone to top up which was ok but the waiting times are horrendous.

They are sending me out a new boost card and emailed me a bar code to use in the shops to top up.

A nightmare for Boost and us as customers but will not jump ship just yet. I want to see if they can get the system running as it should be as it will be a good concept if they can.

I hope Tanya you can get some answers and fixes to your troubles, best of luck.

Kindest Regards

David

T
Rank
Userlevel 1

Thank you Tanya :)

I managed to speak to a customer service advisor who told me the app is not working and has many issues with it right now.

I payed them over the phone to top up which was ok but the waiting times are horrendous.

They are sending me out a new boost card and emailed me a bar code to use in the shops to top up.

A nightmare for Boost and us as customers but will not jump ship just yet. I want to see if they can get the system running as it should be as it will be a good concept if they can.

I hope Tanya you can get some answers and fixes to your troubles, best of luck.

Kindest Regards

David

Thank you david

Tbh I’ve gone from being a tenant to a home owner and I’m hoping to be able to move to direct debits rather than payg. The standing charge on payg is just so high compared to monthly payments. Although I don’t think this is just Boost. I don’t think boost offer that. I don’t really think what they’re doing is going to enhance the service though. I much preferred having it on my phone with the app that was there. But I guess that’s personal preference. 
I don’t know why everytime I rang I just had an automated person saying they weren’t open. Pleased that you’ve managed to get sorted though and hope I can top up soon! 

M
Rank
Userlevel 2

I downloaded the new app and as per the instructions from the one and only email I’ve had about this I clicked forgot password but no verification email comes through. I can’t get on the app and I can’t get onto my account on the website. I haven’t been sent new cards. I’ve been on the phone over the past few days and either been on hold or been ‘getting passed to the right department’ that never seems to pick up. I went to call this morning as it says they’re open 9-1 on a Saturday only to have an automated service say they’re not open. 
I don’t think the credit will last until Monday as I’m obviously watching the numbers decrease on my in home display and I daren’t put my heating on. 
Does anyone know how I can get sorted with this? Sorry for the long post but I don’t know what to do and I’m starting to panic. 
thanks for any help anyone can give 

I had the same problem today..Sunday..when they are closed BUT I sent an e.mail saying can’t top up explaining I didn’t have a new card. Credit was not going to last until tomorrow and the email I sent explaining that said they wouldn’t be able to respond for 5-7 days. 
HOWEVER they sent me the new top up card no a few minutes later (Luckily I checked my emails a few hrs later)
What you then have to do is use this to log in, NOT register which is what the instructions say.
Good luck xx

 

Tim_Boost
Rank
Userlevel 6
Badge +2

Hi @cynet2007 and thanks for sharing what must’ve been a frustrating experience. 

 

Your top ups onto the new Smart PAYG app not working will either be because your account hasn’t been changed over yet (which we confirm to you via email), or because of an issue. 

 

As of the 28th April 2021, we are aware of some customers seeing an error message ‘Error loading page’ on the payment authorization section. If you’re effected by this issue, please call us so we can ensure you can top up and log this as a technical case with the app team: 0330 102 7517.

 

Thanks,

Tim 

C
Rank
Userlevel 1

Hi @cynet2007 and thanks for sharing what must’ve been a frustrating experience. 

 

Your top ups onto the new Smart PAYG app not working will either be because your account hasn’t been changed over yet (which we confirm to you via email), or because of the issue outlined in this topic:

 

I can confirm that there was an issue with 873 accounts that were being changed over from PAYG+ to Smart PAYG, which occurred on Friday 6th. The latest on this is as follows:

 

  • We've now resolved 793 out of 873 of the failed transfers, these customers should be able to top up normally and would have received an email to confirm this. 
  • 50 failed altogether, these customers should continue to top up on PAYG+ until we email them to advise. 
  • 30 have partially succeeded (where gas or electricity has failed to change to Smart PAYG, and the other one has been successful). These exceptions are being fixed now and will be confirmed with an email. 

 

Can you let us know the latest when you get a chance?

Tim can you return any money I am owed where the app took over 7 payments in a space of 20 mins totalling £140. I would call but the waiting times have been over 5 hours long a record for any customer service I have ever known to date.

D
Rank
Userlevel 1

I've been switched to the new app got the email confirmation but only able to top up the gass it keeps saying error when I try to top up electric even tho it's showing as a pending transaction in the bank account how do I know if it has gone on the meter or not 

C
Rank
Userlevel 1

I've been switched to the new app got the email confirmation but only able to top up the gass it keeps saying error when I try to top up electric even tho it's showing as a pending transaction in the bank account how do I know if it has gone on the meter or not 

It took 7 transactions of me and they have not gone through since Saturday. I asked my bank to stop them pending as it took £120 more than it should have done. Im hoping boost will cancel those transactions in due course.

C
Rank
Userlevel 1

I am still waiting for a response from Boost regarding the smart meter concerns that everyone seems to be having. I cannot afford to be without power but that is exactly what has happened to several tennants that I have dealt with. I tried to get through to the number on the Boost website and was diverted to OVO who cannot help me. I have a £200 credit on my meter at present and can't just replace that while Boost sir around thinking what to do about this widespread issue. What exactly can Boost do to confirm that this will not continue to happen?

Tim_Boost
Rank
Userlevel 6
Badge +2

It’s tricky to know what has happened in your case, @cynet2007 @Denise March 1 @Claireamac as I can’t access your account. 

 

You might be effected by what I outlined above, it may be something else. Can you let us know the latest? 

 

I’m sorry to hear about those multiple top ups, such a pain! Contacted your bank for an indemnity claim might be an option but without knowing more info I can’t offer much advice..

D
Rank
Userlevel 1

@Tim_Boost still no balance showing on in home display I was transferred to the new app beginning of the week I've been trying to contact your team through Facebook email and phone with no response 

T
Rank

Hello there can anyone help me please about a week ago got the email.about the new app before I did It check my balance on the old app and on the meter it siad I have £10 cool. SO I did want it said to do so the same day I topped up I get the email thanking for topping up did not o think to check my balance!! so this morning I woke up too no electricity 😡😡😡😡  so i check to see want was going on went on the app my balance and I kicked me out off it so I did it again 5time later deleted the app and reinstalled it but just keeps kicking out  so I when to the meter out side it was turned off so turned it back on and check my balance on the meter it display £5.!! So my last top up didn’t go n the my meter 😡😡😡😡😡 I have called with on answer i have try emailing / Facebook / Twitter stil on answer I got £0.90 left In my meter and £5 emergency electricity but do not like too using P.S I don’t like this new app 🤬🤬🤬🤬🤬

S
Rank

Your lucky they have done me out of £120 😡🤬

Tim_Boost
Rank
Userlevel 6
Badge +2

Sorry to hear this, @Tracythreeboys @Sunrise1970x 

 

If you’re on the new Smart PAYG, you should have a top up card for each meter, and an app to top up. You should also have an IHD to view your balance. 

 

if you don’t and you’re low on credit, this is something that warrants a call: 0330 102 7517

 

In the meantime, you can view your meter balance by pressing 7 on the smart meter keypad. It will show you emergency credit info and then the current balance will be on the next screen.

 

Smart PAYG: activating your emergency credit on your smart meter screen

 

You can also use your smart meter screen to activate your emergency credit.

Smart meter keypad OVO Energy

Start by pressing 7 on your keypad.

Emergency Credit offer OVO Energy smart meter

Accept smart meter OVO Energy

To accept the emergency credit offer, press A on the keypad.

Ignore smart meter OVO Energy

If you’ve changed your mind and don’t want to activate your emergency credit, just press B.

 

Smart meter screen: if you’ve used up your emergency credit

 

Once you’ve activated your emergency credit, you can check up on it by pressing 7 on your smart meter keypad.

If you’ve still got some credit left, the screen will first display ‘E-CREDIT’ and then ‘IN USE’.

E-Credit emergency credit smart meter OVO Energy

OVO Energy In Use Smart meter screen

If you’ve used up all your emergency credit, the screen will first display ‘E-CREDIT’ and then ‘USED UP’.

E-Credit emergency credit smart meter OVO Energy

used up smart meter credit OVO Energy

If you want to know how much you need to repay (including the emergency credit you’ve used) to reconnect your supply, press 7 again.

repay emergency credit OVO Energy

£11.78 OVO Energy smart meter credit

 

D
Rank

My wife 72yo and myself 75yo have been trying to top up our PAYG Smart Gas for three days but the app just says error and will not connect. Phoned customer services this morning - eventually got through after 20 mins but then whilst waiting for someone to pass us to another place the line went dead - not our phone as that was working. Rang again another 15 mins and someone answered so went through it all again - eventually came back and said he would send us a link via email so we can top it up via that - no email arrived and that was four hours ago. It is cold and we have gas central heating which we are scared to turn on now in case it runs out. Is there anyone with Boost who gives a damn? We need help. My wife has Polymyalgia and Parkinsons and I suffer with Osteoarthritis.

D
Rank

Wife phoned them again since I typed the previous post - got through to someone but then just left on the end of a phone with no one seemingly on the other end. Well someone must have done something - the app has mysteriously started working so we have managed to top up ok.

 

Must admit that our experience over the last 5 and half hours has not been good in dealing with Boost call centres though at least the last person did seem amiable.

A
Rank

I tried logging onto the new app yesterday and it won’t work! I couldn’t ring yesterday as it was Sunday I tried today and you can get through because when u press 1 to talk to someone nothing happens! now Iv been cut off ! Iv got 4 kids no gas or electric which means no heating or hot food and no way to get in touch!!! 

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