[Shazzabella]

My transfer credit doesn’t work, the app on my phone is not showing the same as the amount on my smart meter or giving me estimate on how many days I have left on either the gas or electric. I have seen other threads saying the same thing about transfer credit, when is this going to be fixed? I have a week til I get paid so I have no money to put any more on I wanted to transfer some credit to get me through til pay day.

[WilliamB]

Hi @halfpenny11,

At the moment we are experiencing a widespread issue within the app systems that is causing the the estimated number of days left on supply to show unrealistic or no amounts at all. Our IT team are currently working to fix this issue but this can take time due to the complexity of the issue within the system. Unfortunately, we do not have a definitive timescale in which this will be fixed.

Thanks,
William

[halfpenny11]

@WilliamB
another update... I am still chasing this problem, I have phone the complaints team numerous times now and again been instructed to uninstall and reinstall the app which I do but it makes no difference the problem persists . They have told me the app team are working on it , they have told me they have escalated it , they have told me they will do tickets but everything they tell me does not get the problem fixed. this problem started before 30 June it is not 23 August.

[halfpenny11]

it is now 23 aug 2025

[WilliamB]

Hi @halfpenny11,

I'm sorry to hear that this is still an ongoing issue for you. The issue has been affecting customers who's meters have been a part of the recent meter upgrade. The app systems have been unable to estimate a balance of days left after the meter upgrade, due to a change in the data from the meter that is available to ourselves. The app should resolve the issue itself 90 days after the meter upgrade has been completed.

I will reach out to you by direct message to look into your account a bit further to see if there may be another underlying reason that is causing this.

Thanks,
William

[Mischief69i]

I have been with utilita for a month now. The app on phone doesn't work properly, can see how much gas i have ,days left etc but the electric side of it has never worked!!
Several phone calls to customer services about this problem, get told i can see it on my end give it 24-48 hours and it will work. Well i still cant see it my end and app still not working.
done a live chat as fed up phoning, told to un install-reinstall, nothing. Told to unlink then relink nothing, sent me a link when I clicked on it chat ended, I was fuming as waited 30 mins for an advisor in the 1st place. Contacted customer experience by email 2 weeks ago, got told I.T would fix it, they would give me an update, still waiting on some form of communication 🙄.
Shouldn't have to keep going outside to meter to see how much I have. The whole point of having an app. Asked for an in home display unit, got told to use the app. What happens when I have to look after my elderly mother, cant pop out to read my meter, then, or if on holiday.Beyond fed up now. Seriously thinking about going to a different company whose app actually works.

[WilliamB]

Hi @Mischief69i,

I'm sorry to hear that you have been experiencing this issue, and that it has been ongoing for some time now. At the moment, there have been a few issues ongoing with the app, and this has caused the app team within our IT department to be a lot busier than usual. Unfortunately, this has meant there has been a bit of a backlog developing that has caused some delays in resolving tickets that have been raised for individual issues. I whole-heartedly apologise for this.

I have sent you a direct message detailing what I have done to try and help with this.

Thanks,
William