I have been using Powerup for around six weeks now after some intial issues trying to log in, that eventually a nice lady who knew what she was doing sorted it by resetting my password as I was moving from a dual fuel tariff. Since then I have used the app to enter meter readings several times, however I logged into the the app on 29th Jan on my iphone to enter my readings and afterwards the electricity screen adjusted my credit and lenth of time as usual, however the gas screen now just says "We are currently unable to show your gas balance" I have waited a few days to see if it clears but it has not, ive put new readings in today to see if that would rectify it but not. Any idea's as to whats going on? is there a dedicated phone or email address for powerup enquiries?
Have attached a screen shot, as I can log into my acount and see my electricity usage and everthing else works fine but im now unable to buy any gas packages.
I have had similar when one contract expires and it does not automatically move on to the next contract. Did your gas problem coincide with a contract running out? If so it seems a fairly common problem usually sorted aout by waiting 5 days and putting in a new reading. But maybe your account will need attention from SP's end as well.
Hi @staylor3uk, there is an automatic check that is performed whenever you enter a meter reading to identify if the read entered is sensible. If the automated check thinks that the reading is outside a certain range of what is predicted then the meter reading is sent for a manual review by a customer service agent. It sounds like this is what has happened in your case, what I would recommend is waiting 3-5 working days for the manual check to be performed and you should be able to see your gas balance again.
With PowerUp the Gas and Electricity contracts are separated which explains why the electric balance is fine but the gas balance is not showing.
Just an update to all interested, I waited 4 working days then re submitted my meter readings again and to my amazement the Gas useage screen and the ability to buy another Gas package reappeared. So Gordon it looks as if you knew the answer to this one, thanks again as nobody from CS has contacted me to date.
Hi fedup. Your problem is that the system remembers you from the last time but is not allowing you back in. You will have to be patient while they sort it. SP's IT problems are well known.
You have posted in the section for PowerUp users, your comments should be in the My Energy section.