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Why is my gas card not working?

  • 26 December 2018
  • 28 replies
  • 15906 views

Userlevel 1

Looking for some advice I topped up my gas card yesterday £30 credit have got receipt of purchase.

Went to put the £30 in the gas meter and the card isn’t registering.

Is there any were a can get a replacement card as everything is closed as it’s Christmas?

Only have £3.52 in my gas any help would be much appreciated thanks.

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Best answer by Lucy_Boost 28 December 2018, 16:34

Updated 26/05/2020 - Check out this link for advice on what to do when you’re having an emergency over the weekend, here!

It’s also worth noting that you can contact us on Facebook or Twitter. Whilst we can’t guarantee immediate responses, we should be able to help.

@Kevin-85

If you have an emergency situation or you're having troubles topping up, @Sophie1983 is right - you'll need to speak to the team about this.

They'll need to know what error your meter is displaying (e.g. Card Fail 35, Card Fail followed by numbers, Card not accepted etc) so they can take the best next steps to help.

Information on the Boost Customer Care teams opening times over the festive period can be found here. The team are in until 6pm so give them a call to get this sorted - they'll be happy to help.

Hope you get this resolved soon. 👍

Lucy

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28 replies

Userlevel 4
Badge +1

I’m very sorry to hear this @Dabzy 

Please let us know if you need anything else.

 

Regards,

Userlevel 2

I wouldnt bother replying, I’ve instigated a switch to another provider… 

Userlevel 2

How do you expect anyone to top up their gas when you give them a code that’s invalid, which, I repeated to the girl on the phone yesterday and she said it was correct?

How come you dont reply when someone uses your contact form?

Oh, and why did you hang up the phone automatically after I’ve sat for a full hour listening to endless loops of 15 second song bites, sitting in a massive coat because it’s bloody freezing and I dont have heating nor hot water.

 

Thanks

Userlevel 1

After a 2 hour call, this seems to be topped up now, and I was told I should receive a new barcode via email (turns out the one I was originally sent wasn’t for my meter somehow). I’ll wait to see if it comes through.

Userlevel 1

I’ve had constant issues topping up the gas in my house since moving in, the top ups never go through, the vend code on the receipt never works when trying to do it manually, so I end up having to call or DM boost on twitter to get it topped up. I was told ages ago that I should receive a card in the post so I can top it up successfully but this has never arrived.

I topped up my gas yesterday, as always it didn’t go through, and I now have no credit and therefore no gas in my house, no option for emergency credit on the meter. Vend code didn’t work as expected. I tweeted and DM’d boost yesterday on twitter but not had a reply. I’m in the call queue but who knows how long this will go on for.

Please can I get some assistance?

Userlevel 3
Badge +1

Sorry to hear the shops didn’t have our cards, @Turrell, I’m hoping this has now been sorted, if not please call our team, the number is in the link in the best answer on this thread. 

You’ll find some handy info here on what to do if you need help over the weekend.

@Catnic10 thanks stepping in here!

:slight_smile:

Hi I had the exact same problem. Are you waiting for a smart meter installation? It took 3 attempts and finally I spoke  too someone who admitted it doesn't always work. They sent out an engineer within 4 hrs of the last phone call who topped up both meters until they could get the smart meter installed hope this helps 😊

Hi I rang boost up last week explaining that my gas card doesn’t work they told me to go to my nearest shop and collect a a new card and also gave me a number, I went to the shop and other shops with this number, no one knew what the number was for and couldn’t help me. I have just got out of hospital with my daughter and come home to barely any gas. How am I supposed to top up when the card doesn’t work and it’s a Sunday so boost is closed?

Userlevel 4
Badge +1

Hi @Johnnyg65 

 

I’ve moved your question to this existing topic to best help you.

 

Have a look at the best answer by @Lucy_Boost above.

 

Also, I’m disappointed to hear you were potentially not directed to one of our gas card stockist as only one of our Boost/OVO gas cards will work. And, not all PayPoint’s stock our cards.

 

Let us know how you get on with this after reaching out to the Boost team.

 

Thanks,

Bradley 

I phoned you tonight ti state that i had an error 35 card fail - i was told that all agents in Eastbourne have your cards - 45 minutes and 6 visits to different establishments later I still have no card and only £2.66 on emergency credit - explain

Userlevel 5
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@stressedlady I've moved your topic over here as the info is quite relevant.

I hope you've already got it sorted, but if not, check Eva's answer for the next steps.


Phoned up and explained the situation to be told to go back to the shop at 7pm and do a zero vend which will apparently sort the problem out. Shop keeper had no idea what on earth it was but did it anyway.I hope you've managed to get this sorted @Nat. We've sent a message to a PayPoint for you to collect your refund. To pick up the message on your gas card you need to do a £0 top up or £0 vend.

If you're collecting a PayPoint Message you will need to ask the cashier to preform a £0 top up,
If the cashier is unsure of a £0 top up process, please advise the following:

Retailer inserts customers OVO Energy/Boost Card into the PayPoint terminal
Selects the amount of top up (£0.00) and presses confirm
Retailer removes card and hands receipt and card to customer
Please then check your receipt displays message received or message acknowledged

If they experience any further issues they can call the PayPoint Helpline on 0800 310 0000.

You'll need to have an OVO or Boost branded gas card for this to work.

If you're off supply, please call our Customer Care team ASAP on 0330 102 7517 - they're available Monday-Friday 8am-6pm and Saturday 9am-1pm.

Eva
Ok moved in to a property was told by boost to use British Gas card which I did use previous tenants. Went to top it up again and it won’t register on meter. Given a code and told to go shop to pick up any gas card other then British Gas did so put in meter nothing happened went pay point and they said card was coming up unregistered
for god sake someone help! Power is off on gas and I can’t activate the emergency credit
Userlevel 3
Badge +1
Glad to hear, @NIKINOKI35, thanks for letting us know ☺️
OK thank you and am sorted now thanks for advice. It was sorted by Sun afternoon once my msg was picked up on messenger.
Userlevel 3
Badge +1
I've moved your post here, @NIKINOKI35, the refund process is the same as collecting the discretionary credit we have awarded you. You'll find information on how to do this above, if you have not managed to collect the credit.

Cheers!
My my emergency credit has run out I spoke to an advisor today who assured me after 16 if I took my card to the shop I would be issued a £30 credit until I get paid I've done this and it's not coming my metre I cannot talk because I've got two gas cooker I have no hot water or central heating and I have two children and I can't get hold of anyone I'm really stressed out at the minute and boost is not a very good company considering I'm out of gas and I was told and out-of-hours time to be able to get my gas knowing that I cannot phone the opening back up to get any of help can someone please tell me what I can do in order to get this £30 issued to my metre I'm not on a smart metre
Userlevel 4
Badge +1
Phoned up and explained the situation to be told to go back to the shop at 7pm and do a zero vend which will apparently sort the problem out. Shop keeper had no idea what on earth it was but did it anyway.

I hope you've managed to get this sorted @Nat. We've sent a message to a PayPoint for you to collect your refund. To pick up the message on your gas card you need to do a £0 top up or £0 vend.

If you're collecting a PayPoint Message you will need to ask the cashier to preform a £0 top up,
If the cashier is unsure of a £0 top up process, please advise the following:

Retailer inserts customers OVO Energy/Boost Card into the PayPoint terminal
Selects the amount of top up (£0.00) and presses confirm
Retailer removes card and hands receipt and card to customer
Please then check your receipt displays message received or message acknowledged

If they experience any further issues they can call the PayPoint Helpline on 0800 310 0000.

You'll need to have an OVO or Boost branded gas card for this to work.

If you're off supply, please call our Customer Care team ASAP on 0330 102 7517 - they're available Monday-Friday 8am-6pm and Saturday 9am-1pm.

Eva
Tpped up my gas card today as usual. Put the care into the meter and it didn't work. Said there's nothing on the card. Went back to the shop and payment shows it was successful. Phoned up and explained the situation to be told to go back to the shop at 7pm and do a zero vend which will apparently sort the problem out. Shop keeper had no idea what on earth it was but did it anyway. He even asked if it was a refund but tbh I've no idea. No surprise it didn't fix the issue. What do I do now as without heating and have small children.
When I go to the shop to top up the money won't go on my card
Userlevel 5
Badge +1
HI @Carolyn - I've moved your topic onto here - does the information above help?
I have just received my new gas card, activated it in the meter, top up by £20 and now the meter is saying “card not accepted” we are getting low on gas, the phone lines are too busy (over 2 hours wait), I’ve requested a ring back too...no call back, and my emails are not getting any answers, is there any way I can get some gas before I run out completely???
Urgh wish I never swapped energy suppliers now!
thanks in advance for any help.
Userlevel 5
Badge +1
Many thanks for letting us know hope this corrected quickly for you
Kindest regards
Sophie x
Userlevel 1
Thanks all the meter needs changed booked in for 3rd if January and they put emergency on it for me this morning.
Userlevel 5
Badge +1

Updated 26/05/2020 - Check out this link for advice on what to do when you’re having an emergency over the weekend, here!

It’s also worth noting that you can contact us on Facebook or Twitter. Whilst we can’t guarantee immediate responses, we should be able to help.

@Kevin-85

If you have an emergency situation or you're having troubles topping up, @Sophie1983 is right - you'll need to speak to the team about this.

They'll need to know what error your meter is displaying (e.g. Card Fail 35, Card Fail followed by numbers, Card not accepted etc) so they can take the best next steps to help.

Information on the Boost Customer Care teams opening times over the festive period can be found here. The team are in until 6pm so give them a call to get this sorted - they'll be happy to help.

Hope you get this resolved soon. 👍

Lucy

Userlevel 1
Yeah ave been on the phone from last night and not got through to any one will need to buy some storage heaters in.

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