[Kieran89]

Hi Rebecca
These steps did not work for me. I am still 2 days behind.

[Rebecca]

@Kieran89 Hello! I would suggest using our Live Chat on the website and an advisor will be able to check your account and do a deep dive to see if there are ant contributing factors that may be causing this and then if they cannot see anything - they can raise a App Issue Ticket for our App Team to investigate and fix.

Thanks,
Rebecca

[Kieran89]

Hi
I have tried to use the live chat but did not seem to solve any problems.
Is there anything else that can be done?

[Rebecca]

@Kieran89 Have you tried calling up to speak to an advisor who can see if there is anything that may be causing this under your energy account(s)?

Rebecca

[Kieran89]

No, i haven't called any advisors yet, but will now. Hopefully they can get to the bottom of the issue. Thanks for your assistance.

[Rebecca]

@Kieran89 No problem, please do let me know how you get on! 😊

[Kieran89]

Hi Rebecca
I contacted customer service on Friday 06/01/23 and they have now raised an issue with my app.
They did say it’ll take 5 working days to resolve, so we will see if anything is resolved?! Fingers crossed the issue is sorted.

[Popeye4th]

I'm having the same issue since November it's getting annoying. I was forced into doing the boost thing because the app was broken now I'm in debt too them. Not good practice at all

[Rebecca]

@Popeye4th Hi there! Can you please send a full explanation if exactly what is not working and what error messages you get/what does not work along with attaching screen shots to: community@utilita.co.uk.

Thanks,
Rebecca

[Popeye4th]

Hi everytime I try to top up with the app I get a unsuccessful message. This hasn't worked for weeks now I have to use the payment cards but I'm disabled and can't really get out. Last time I was forced into doing the boost even though I have money now I'm in debt with you. Now I'm in the same position again I can't use the app or online to top up and forced into taking the boost option which I don't want.
I'm very annoyed with this.