FAQ updated with other top up options 17/01/2020
Why can’t I log in/reset my password?
If you’re having issues with our Boost app, I’d recommend deleting and reinstalling the app to ensure it’s the latest version. Sometimes this is all it needs to get working again.
I’d also recommend resetting your password as part of this process and you can do this here.
If this doesn’t work, we’d recommend you getting in touch with us so we can try and resolve this issue for you asap! All contact information will be found at the bottom of this FAQ.
Can you please let us know:
Are you logging in using the correct email address linked to the app?
Are you using the most up to date version of the app?
Can you send us a screenshot of the issue/error?
If not please describe it in as much detail;
How long has this been going on for?
What device are you using? (I.e iPhone 7)
What software does your device use? This can usually be found in the settings section of your device.
Also, we do recognise that the ability to login and top up is important and can mean the difference between staying on supply or being disconnected. However, it’s important to point out here, that we provide you with a black ‘energy payment’ top up card, which you can use to top up manually at a local pay-point. This will be handy if you run into any technical difficulties, making sure you have a working way to keep yourself on supply while you get yourself logged back in.
Remember, you can login to your MyBoost account via desktop here, if you're really struggling to get on to the app and to the local pay-point!
Why am I getting an error message when processing a top up?
This issue can sometimes be down to two things as explained below:
- Usually, the main issue is that there is an issue with the bank of which is linked to the debit card trying to be used to make a top up. The issues can range from lack of funds available to make the top up wanted or some other form of technical issue the provider may be having. We advise it’s worth getting in contact with the bank to make sure there’s not an issue on their end before looking elsewhere.
- The other main issue is that the debit card details linked to the Boost app have been entered incorrectly. It would be worth removing the specific card details from the app and re-entering them to see if this solves the problem.
What other ways are there to top up my balance?
If you find yourself in a situation where you can’t top up using a debit card, here are some other ways to keep your account topped up:
- You can always top up your balance using your black energy payment card that you would’ve been sent. Take this to your local PayPoint and top up the app balance remotely.
- We have a send SMS service for you to top up via text. Send 'TOPUP*' followed by the amount you want to top up to 66121. For example, ‘TOPUP*10’ to top up £10 credit. The money will come out of your registered bank, debit or credit card – not from your phone bill.
Why am I unable to see how long my balance will last, my top up history and my usage from one or both of my energy supplies?
This is a common issue to find information missing from one or all of these MyBoost areas when communications have fallen out of sync between your smart meters and our systems.
This is usually something we can get resolved quickly, if information is missing from the system stopping you from being able to view this information. In other instances, it may require us to communicate with you and make sure the smart meters are working nice and healthily. So, don’t be surprised if we want to discuss a Smart Meter Health Check with you find out what the issue might be. It’s quite painless!
Why can’t I change my payment card information?
Sometimes, when trying to add another bank card to the app it will throw up an error message and not register the new information you’re trying to input.
Usually, this is a simple fix. If you’ve got a few bank cards linked to your ‘Additional cards’, under your Payment Methods, found on your Account Details page, you may want to look at removing some old out of date cards. By removing these old bank card details from your account, it can help the account accept the new card details you’re trying to add. Alternatively, if you find you’ve replaced your ‘Main card’ and are continuously adding new bank cards under the ‘Additional cards’ section instead of replacing the ‘Main card’, this issue can crop up! Look at removing all additional cards if irrelevant and just making sure you continually replace the main card to avoid this problem from affecting you.
Where can I see my unit rates?
As a PAYG+ customer, or a pay as you go customers in general, you’ll very well know you do not receive monthly statements that hold all of the information you would usually find if you were a pay monthly customer who pays by Direct Debit. However, its a common question that pay as you go customers want to know where to find this unit rate information to keep on top of what they are being charged, or to use for comparison reasons. As a PAYG+ customer, who has access to MyBoost, we’ve added this information onto the online account for you!
Just pop to the Account Details page and scroll to the bottom and you should see a section marked ‘Tariff’. Just under this you should see your up to date tariff type, the date that the plan started and your up to date unit rates and standing charges. These rates are also inclusive of the 5% VAT charge.
Where can I find my account number and how can I change my email or telephone number?
Just like above, we’ve got you covered here as well. You can find all of the current communication details we have for you on your Account Details page.
At the top of the page, on the far right hand side, you will see your seven digit account number. This is useful in case you ever need to contact us and you want us to find your account as swiftly as possible!
Just under this section, you will see the ‘Login info’ section, which will show your most up to date email address linked to the app. By clicking on the pencil icon, you’ll be able to change this to make sure you can login to the app and also receive our MyBoost updates when your balance is getting low etc.
At the bottom of the page, found opposite of your tariff info, you’ll find the mobile phone number we have for you. If this changes, or is out of date, you can also change this by clicking on the pencil icon found next to it.
TIP: Just above the mobile phone number, you’ll find a section labelled ‘Notifications’ which you can alter, to your preference, on how you’d like to receive updates from us about your balance.
How do I get in contact with Boost if my problem is not fixed?
As mentioned above, if your issue is not fixed by following the above advice and the problem persists, we recommend getting in contact with us to investigate further.
There are several ways to get in touch, check out the options below:
- You can reach us via our Facebook page here.
- You can pop us an email, where we aim to respond within 48 hours. Our email is email@example.com.
- You can call us, between 8am - 8pm, Monday to Friday and between 9am - 1pm on Saturday's on 0330 1027517.
- You can even message us via our app stores on Apple and Google Store for Andriod. Here's the link for Android and here's the link for Apple.