[Michaelayardley01]

Hello anyone else having issues topping up with the app, I had this the other day when I tried topping up early in the morning I choose what amount to top up, approve through banking app, then comes up payment failed. Have gone to top up again this morning and sane thing has happened and I have tried multiple times and I definitely have money in my account. I did manage to get topped up the other day but no payments would go through until late morning. Shouldn't I be able to top when at anytime?

[Rebecca]

@Michaelayardley01 Hey there! 👋

Sorry to hear that! Before I check in with the App Team - can I just make sure this is still happening to you?

Rebecca

[Michaelayardley01]

Yes it is still happening I but I discovered something else I can top up £5,£10&£20 the amounts that are set on the app but if I want to top up £30 I have to enter the amount into other that is where I'm having the problem any amount I want to top up with if I need to enter a amount through other it won't allow the top up to happen for some reason. I had to do £10 top up 3 times on both my gas and electric.

[Rebecca]

@Michaelayardley01 What a pain! Let me take this back to the App Team - and see what they say. I may require more details from you as part of them investigating this. I will let you know as soon as they come back to me. 😊

Thanks,
Rebecca

[Rebecca]

@Michaelayardley01 Good morning, hope you are well this morning? 😀

Can you pop me a private mail using the link in my signature below - and send me your full address, phone number and customer ref number if you have it to hand. I can then get an IT App Ticket raised so our App Team can investigate this for you. It would be very interesting to see why this is happening and hopefully stop it happening to any other members/customers.

Thanks,
Rebecca

[Michaelayardley01]

Good morning there doesn't seem to be a link, but I had to top up agai this morning so I gave it another go and it is working today I did email in as well as writing on here so maybe someone has already looked into it and sorted it but at the moment it seems to be working fine. Thank you.

[Rebecca]

@Michaelayardley01 That is good to hear! Perhaps it was a brief blip! Please do let me know if it happens again as it would be interesting to see what could be causing it 😀

[Akaroa]

I don't think anyone can top up with the app if they have a smart meter or not.

[Akaroa]

Hi, I also can not top up with the app any more, not even with pre set amounts. As well as that when I try to top up on the phone, I go through the whole process and at the end the automated voice says that the payment was not successful even when I tried two cards! Then after 1hour waiting on the phone, the assistant finds that my account gets confused with my son's account because he is across the road. She also gave me different card numbers to top up with! Hope I will be topping up my meter not someone else's!! The whole system is not acceptable.