MyBoost / App FAQ

MyBoost / App FAQ
Userlevel 4
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Updated 25/02/2020

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, or our Twitter page here.
  • You can pop us an email, where we aim to respond within 48 hours. Our email is hello@boostpower.co.uk.
  • You can call us, between 8am - 8pm, Monday to Friday and between 9am - 5pm on Saturday's on 0330 102 7517.
  • 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.



37 replies

Userlevel 4
Badge +1

Hey there @Julie1967 


I’ve moved your question here to get you the help you need.


Check out my topic above to get the answers you’re looking for. If you ever want to confirm any details about your Boost account, you can reach out to a Boost agent via the above contact info.


Hope that helps,

I have forgotten my email I first used to sign up to boost is there any chance i can find out what it is or change it 

Userlevel 4
Badge +1

Hey @mitchdh,


I’ve moved your question here to make sure we keep all app related issues in one place. This makes it easier for other users also having the same issue to find.


It’s frustrating that the issue still hasn't been fixed, so I would recommend reaching out to the Boost team via the contact methods mentioned above.


Please let us know how you get on,

Have been topping up my smart PAYG+ by auto direct debit once the balance got down to an agreed level. Than in Dec.2019, for unknown reason, was advised by Boost that they were unable to collect the DD and would I pay manually.  Replied to Boost via email that nothing had changed my end, and my Bank had advised me that they had not been asked for any payment, so logically, the fault would appear to be with Boost. The replies I received from Boost did nothing to solve the problem, and I still continue to top up manually which is a pain, and flies in the face of why I signed up with OVO/Boost in the first place. My card details etc are as they have always been, and as detailed on my account entry, so what is the problem. Does anyone else suffer from this issue? I don’t intend to for much longer.

Userlevel 4
Badge +1

This may not be an unusual thing @Saralou1984,


It can take up to 2-3 working days until the app is up and running. You should be on a friendly non-disconnect period until the app is ready to go. 


Keep your eyes peeled for an email letting you know when it’s ready!


I have just has a new smart meter installed but I am unable to log into my account via the app or website.. the pages dont load???

Userlevel 4
Badge +1

Hey @Clairehill4789,


I’ve moved your query here to help answer your question. It looks like there may be an issue here that needs further attention.


I’d recommend checking out Boosts contact information above in order to chase this.



I used to have a rolling top up when boost was ovo, but when it switched over it stopped. Now I want to start a rolling top up again it says I need 1 manual top up (I have been topping up for years). I have tried logging out and back in but still nothing.

Any other ideas?? 

Userlevel 4
Badge +1

Amazing news @Mazbabz!


Thanks for letting us know what happened! :relaxed:



Userlevel 1


Thanks so much for your reply.... I deleted my card again and reinstalled it. Works great now, yippee! 

Userlevel 4
Badge +1

Hey @Mazbabz,


I’ve moved your topic to this existing FAQ to make sure we keep all MyBoost issues are kept in one place. It also makes it easier for other users to find this information!

If you look at my topic above, I briefly cover possible reasons for top up issues.


Have you tried removing your debit card information from the app and then re-adding this information to see if it works?


Let us know how you get on,


Userlevel 1

Hi there. Can anyone help me please. I've always topped up with my boost App but for the past 2 days as its going through for payment it's says this... 

I have contacted my bank and there no issue there... Boost helpline are confused too. I have deleted my app and reinstalled it, to no avail. 

Userlevel 4
Badge +1

Hey @Sharan d!


I’ve moved your comment here as its better suited to answer your question.


Check out my topic above and reach out to the Boost team if you’re still waiting for your top up to show up.



I've paid £15 on my app today for gas, I've got proof I paid as in a email and txt but it still hasn't gone on my meter. I'm getting worried now as I'm on emergency and I'm going to have to turn my heating and fire off so I dont run out.. I'm disabled and suffer with my nerves and depression and I really dont need this, I'm so upset .. I tried ringing early and sent email to them and still nothing 😭

Userlevel 4
Badge +1

Hi @Dodie 


I’ve moved you over to this topic to get you the help you need. If you check out the topic above you should find the info you need to get this sorted out.


All the best,


My app has been frozen on logo since last night is there a problem? 

Userlevel 4
Badge +1

Hey @Mickyrids.


Check out this handy FAQ topic all about the MyBoost app. You should find all the information you need to get this sorted out.

Hope this helps,


I've recently joined boost, when I go to login for the first time on the app it says enter your email the one I used to set up the account, I do this, but so far after so many attempts no email has been sent, so I cannot top up my smart metre, I've got my welcoming email no probs, just not getting one to set up my app? Anyone help 

Userlevel 5
Badge +1

@Handybloke - there could be a tech issue causing us to send you emails when your balance isn’t actually low. We’d need to look into your account to confirm - you can get in touch as above.

Thank you when you say other issues, such as what. 

Userlevel 4
Badge +1

Hi @Handybloke,


I’ve moved your topic here to give you lots of useful info on the Boost app and all its functions. From what you’ve described, there may be other issues in play here.

You may need to reach out to the Boost team either by phone on 0330 1027517, between 8am - 8pm, Monday to Friday, or you can reach them via their Facebook page here!


Let us know how you get on,


Why do Boost keed sending us emails say our balance is running low and we have to top up or our meter will shut down when we have plenty of money in there. We are really getting fed up with this and will be looking for a more reliable provider. 

Userlevel 1

Hi. Thank you. Everything is good now. We've solved the problem ☺️

Userlevel 4
Badge +1

Hi @OanaPop,


I moved your question to this topic as this one is better suited to help you with your query.

Check out the info above and this should hopefully help you get logged in asap.

Let me know how you get on,


Userlevel 1

Hi. Today the engineering install the smart meter energie and gas (they changed the meters). I download the app and I write my email address and I wait to receive the email to fix the password, but I don't receive enithing. I try and try again all day and it's doesn't work. I'm doing this for the first time and I don't know why doesn't work. Thank you