Hi all 👋
Yesterday I put £30 on my gas account via the app......the updated one.....and its not carried over
I chatted online to an advisor around 6 hours ago, and inputted my 16 digit number to force it over. I waited 45 minutes.....actually its now about 6 hours.....and still nothing.
As I can't 'talk' to anyone til tomorrow, and it's pretty low, any advice gratefully received.
Thanks 😊
Best answer by Blastoise186
Updated on 29/07/25 by Ben_OVO
If your top up hasn’t gone onto your meter you may need to key in the ‘vend code’ on the top up receipt into either the IHD or the meter. You can find out how to do this in this guide:
Hi
I suspect you probably need to punch that code into the Gas Meter itself this time - rather than via the IHD. Sounds like the HAN Signal isn’t strong enough to get it through at the moment.
Any trouble, let us know by replying here.
+1Updated on 29/07/25 by Ben_OVO
If your top up hasn’t gone onto your meter you may need to key in the ‘vend code’ on the top up receipt into either the IHD or the meter. You can find out how to do this in this guide:
Hi
I suspect you probably need to punch that code into the Gas Meter itself this time - rather than via the IHD. Sounds like the HAN Signal isn’t strong enough to get it through at the moment.
Any trouble, let us know by replying here.
I have had the same problem over the last few days. I have got gas and electric on prepaid smart meters with British Gas. In the past I top up on the app, and the payment goes through straight away, onto the mobile display in my living room. During the last few days the payments have not gone through. These times I have received a text from British Gas, saying that the payments should hit my meter within 24hrs! Not as before. But even after 24hrs no payment received on my meter. British Gas obviously know about this problem, as they are advising a 24hr delay. Only way around this problem is to manually input the payment code, direct on the meter. Very difficult and fiddly. I am a disabled pensioner, with meters tucked away in a small cupboard under the stairs. Extremely difficult for me to access them. Not good enough. If this problem persists, I may ask for my prepayment meters to be taken out, and replaced with conventional meters. Hope this helps.
Right, I'm female, blonde (mostly grey) and not very meter savvy, but willing to give it a go!
If it could be explained to me, without having to do YouTube (I'm not very tech savvy either) I think I could do it. Can you tell me how, please? 🙏
Thank you 😊
If you have topped up on the app you will get a confirmation email showing the top up code. In the email there is a link to top up manually direct on the meter. Not an easy procedure. But the only way to get it sorted. Good luck!
+1
Just to mention, we don’t recommend PAYG at all to anyone who’s vulnerable - in cases like yours, Forum Volunteers such as myself - and most likely the Forum Moderators - strongly recommend you consider switching to Pay Monthly for your own safety and welfare.
You won’t be downgraded to Traditional Meters - they’ll still be Smart but will run in Credit Mode.
Hey
Did you get this sorted?
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