[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 @Shazzabella,

These have been very common issues within the app for the past few months, and we have seen quite a few customers come to us regarding these issues. The issue with the days left on supply is wide spread across the app system. Our app team are working on a solution to this, but unfortunately we don't have a time scale on when this will be fixed.

The issue with the credit transfer feature and the incorrect balances is to do with the information that the smart meter and IHD are sending back to us and is quite account specific, so we need to deal with each of these on a case by case basis. If you send me a direct message with your account details, I will inform our IT team that you are one of the customers affected by these issues. In the meantime, if you need to transfer credit between meters, I would advise calling our customer service team on 0330 333 7442 and one of our advisors will be able to assist you with this.

Thanks,
William