Hi again Martin, most of the discussion on this thread has been about PAYG. As far as I know PowerUp is now closed to new customers so is this a problem with a new card? Have you been on PowerUp successfully before?
I am a customer like you and cannot sort anything out with your account. You need to talk to SP on the helpline. I am also a PowerUp customer so I am interested when thinks go wrong. You can report it to the community on the dedicated PowerUp section, this section is for PAYG problems.
My electricity needs to be topped up next week so I will see if I have the same problems. My experience with PowerUp is that it sometimes does not work correctly for a few days, but then seems to refresh and solve its problems. Your best couse is to wait until after the weekend and try to make the payment again. If it continues to reject (have you been issued with a new debit card recently?) I think you need to talk directly with SP on 0800 027 0072.
What I find shocking, is that the posts I have read on here are a year old; yet things have not changed!
I have a smart meter installed - been about a month and a bit now, and I have only been able to top upvia my local PAYZONE (not paypoint, which there are more of), using the original letter that I was sent. This letter is now starting to look really ragged, as it has to stay accesssible in my handbag, as the promised 'top up by app' has not yet been accessible. The app for android phones doesn't seem to work; although I believe it does for iphones (but I don't have one, and didn't know it was a requirement!). I have so far installed, and uninstalled a numer of times, changed my password multiple times, and still I can not even log into it. It keeps telling me my log in details are incorrect - lets face it, I am on here - so don't think so!
I am not getting any help from anyone, they just keep sending me to payzone - not helpful.
Why can't I top up on my computer, on the scottish power website - apparently this would be too complicated for them; and having had all the crap I have, I believe this!
My letter is not going to last long, so need another solution sharpish, and would say that the hype given to me about the smart meter that made me agree in the first place, should not be believed. Really wish I hadn't had it fitted!