[Allyson]

Hi , I topped up my electric on Wednesday 12th Feb and after this I received an email saying the top up was unsuccessful. My balance was pending in my bank , but has now been taken by Utilita and its not showing on my smart meter . If I can get any help with this situation I'd be truly grateful. I've just spent 20 minutes on the phone to Utilita today and yesterday trying to get through and talk to someone , but to no avail. TIA

[WilliamB]

Hi @Allyson,

Thanks for your post. Can I ask, did you make this top up on the app or online?

Thanks,
William

[Allyson]

@WilliamB
hello , thank you for your reply . I made the payment through the app on my phone .

[Allyson]

@WilliamB
hello , thank you for your reply . I made the payment through the app on my phone .

[WilliamB]

Hi @Allyson,

Have you tried checking if the the payment is showing in the payment history section of the app? If it is there it should have a 20 digit top up code. Sometimes, it is just where this number needs input manually into the meter by pressing A, then entering the code and pressing B.

If this doesn't work for you, or you can't see the payment, please send me a direct message and I can look into this further for you.

Thanks,
William

[Allyson]

@WilliamB
Hi William , thank you. I've not had a code sent as they said that was unsuccessful too unfortunately. Due to their system timing out or rejecting the request. It does say that a refund is on its way to me ( but I've had nothing )