[Jools]

I top up my smart meters regulally. Why does the app keep showing me a negative balance when I know there is money on the account. Its a regular thing this happens . Its very annoying

[Rebecca]

@Jools Hi Jools! Thanks for providing me this feedback!

Do you have any screen shots for me to take back to our app team?

If you could send them in your comment response along with what the actual balance is?

Thanks,
Rebecca

[Nelsea]

@Jools I'm having the same issue. I am a pay as you go customer and recently topped up my meter. Both my electricity and Gas balances in the Utilita app are showing as negative amounts which is really confusing and frustrating.

Please advise.

Thanks
Nelsea

[Cat]

Hi @Nelsea and @Jools,

Have you tried uninstalling and re-installing the app. This can actually really help with something like this as any updates are then forced through including balance updates.

Cat

[Fergus]

@Jools Did anyone ever resolve this? I have the same problem - I keep topping up (over £100 over the last few days) and my balance still shows as negative in the app.

Customer Services said there may have been a delay in the app showing the payments, but I had already received acknowledgement of successful top ups. Then they said that it needed enabling via the meter??? The person I was chatting with did something with the settings from their side and the payments suddenly showed up, but I looked this morning and my balance is negative again!

[PeteC]

Hi @Fergus

Thanks for your post - I'll send you a Direct Message with a request for some more information, and once I have this I'll take a quick look at your account and see what's going on for you - I'd like to make sure that everything is working as it should be!

Many thanks
Pete