[anthonym]

Hello

I received messages that my Electricity and Gas were running low at exactly the same time.

Auto Pay for the Gas was successful 2 minutes later but the Electricity was not topped-up even with sufficient funds.

My Building Society confirmed there were no failed requests for funds.

I received no notifications either by Email or App that a payment had failed.

Fortunately I was home when the Electricity went off supply.

Please advise what went wrong.

[catherineb]

Originally Posted by anthonym

Hello

I received messages that my Electricity and Gas were running low at exactly the same time.

Auto Pay for the Gas was successful 2 minutes later but the Electricity was not topped-up even with sufficient funds.

My Building Society confirmed there were no failed requests for funds.

I received no notifications either by Email or App that a payment had failed.

Fortunately I was home when the Electricity went off supply.

Please advise what went wrong.

Hi @anthonym

Thanks for getting in touch, please can you direct message me with your account details and then we can investigate for you.

Many thanks Catherine

[anthonym]

@catherineb

Thanks Catherine.

Since this post the Auto TopUp has failed again and I have had to credit manually.

[Dean]

Originally Posted by anthonym

@catherineb

Thanks Catherine.

Since this post the Auto TopUp has failed again and I have had to credit manually.

Hi Anthonym,

I have edited your post to remove your address and email address for your own safety as you posted this information publicly for anyone to see.

To drop Catherine a Direct Message please click on her name and select Direct Message this way you will be able to provide your details privately.

Kind Regards Dean

[anthonym]

Having deleted the previous Electricity Auto-TopUp instruction and setting up another (using same Card) via the App, the most recent Auto-TopUp has been successful.

Fingers crossed I can now focus on Current Usage on the Smart Display Meter rather than Remaining Credit.

[PeteC]

Hi @anthonym

Thanks for your message!

I'm so pleased to hear that it seems like resetting the instruction has worked for you! If at any time it stops working again, or if you have any other issues, please feel free to come back to this thread to ask for more help, or drop one of our Community Managers a quick direct message and we'll be able to help further.

Thanks again!
Pete