[Emily1989]

My transfer credit isn't working

[WilliamB]

Hi @Emily1989,

We are aware of an issue with the app at the moment, which is affecting features within the app which require the app to have an up to date meter balance, which is affecting some customers.

Can I ask first, if your IHD is connected to your wi-fi; and if it is, does the app show an estimated balance with a message asking you to connect the IHD to the wi-fi?

Thanks,
William

[AllyB]

When will the "Transfer Credit" problem be resolved?
Thanks

[WilliamB]

Hi @AllyB,

Unfortunately we don't have a definitive timescale on when this will be resolved due to the complexity of the factors causing these issues. However, if you send me a direct message with your account details, I will be able to raise this with our IT team and inform them that you are one of the customers affected by this issue.

Thanks,
William

[Katrina46]

I haven't been able to transfer for 3 weeks now. Any idea how much longer this problem is going to last?

[WilliamB]

Hi @Katrina46,

As mentioned above, unfortunately we don't have a definitive timescale on when the issue detailed will be resolved. However, if you send me a direct message with your account details, I can raise this with our IT team.

Thanks,
William