[Seanpalmer1969]

I have recently moved home and have set up Utilita at my new address, I updated the app with my details but it is only showing my gas account, I have tried unlinking my account and deleting the app then reinstalling the app and re linking my account with my customer number but it still only shows my gas account, I tried phoning customer service and was waiting for 30 minutes for someone to answer, when she answered I explained everything and she put me on hold for 10 minutes to talk to her manager for advice after another 10 minutes on hold she hung up on me, so I’m still none the wiser🤬🤬🤬.
can anyone help please.

[Rebecca]

@Seanpalmer1969 Hi there! Can I just check - is this still the case? 😊

[Seanpalmer1969]

Hi Rebecca I've just checked and it’s started working but the cash amounts on the gas is completely different by £20

[Rebecca]

@Seanpalmer1969 Sorry to hear this! Do you mean that the gas amount on the app is showing different to the In-Home Display gas amount.

[Seanpalmer1969]

@Rebecca yes both electric and gas are different to what is on the display it always has been for the past 6 years also I cannot top up on my phone app it just comes up saying there is an error and to try again later.

[Seanpalmer1969]

Hi Rebecca yes the amounts on the app are different to the display and also I cannot top up via the app as it is saying there is a problem, so I have to walk about a mile to top up every time

[Marbenthe]

Yes, I have a similar problem in the app where only my gas supply is showing and not the electricity account.

[Seanpalmer1969]

The app is useless, before I moved home it was never giving me the correct reading but I use to use it for topping up but it won’t even let me do that now, I’ve tried disconnecting the account from the app and deleting the account and restarting it but it still doesn’t work

[Murphy07]

Could u please help my app is not working on my android it won't let me get pass 2 authentication I'm saying I want sms text to say ive payed but it won't go any further I can't see if I'm in credit r not???

[PeteC]

Originally Posted by Murphy07

Could u please help my app is not working on my android it won't let me get pass 2 authentication I'm saying I want sms text to say ive payed but it won't go any further I can't see if I'm in credit r not???

Hi!

Thanks for messaging - sorry to hear that you're having some issues with our 2 Factor Authentication system - if you DM me some account information - full name, first line of address and postcode, and email address - I'll take a look and see what we can do!

Thanks again
Pete