I had to re install the app , it worked then!! However I was sent new cards ,they didn't send the right ones 8 weeks later I'm still waiting for replacement ones! Customer service is absolutely shocking now!!!
That's who I'm with the app never works for me either or the money doesn't update enough either so have yo go to the smart meter In the cupboard to see the balance I have left in gas and electricity their fab tho if I've ever ran out of credit they've topped me up x