Pure Planet app and web update - new in-account help and support articles

Related products: Pure Planet app & website
Pure Planet app and web update - new in-account help and support articles

Hi everyone, 

We’ve released a new version of your Pure Planet app and web account.

It’s version 9.2.4 for iPhone, iPad and Android. Head to the App Store or Google Play to download the new app update.

Today's release brings new help and support articles inside your Pure Planet app and web account.

These are designed to help our Members find useful information. They live in the 'Help' section and are sorted by category, like this:

Pure Planet app help articles

There’s also a search bar, and we can suggest articles - if you’re logged in - based on your Pure Planet energy status. This means, for example, if you’re still in your switching period, we’ll suggest articles such as ‘How long will my switch take’ and ‘When do I make my first payment’.

The new articles also link directly to pages in the app, and to relevant community posts, too. Like this:

Pure Planet app help article

Today’s release also has some bug fixes, including:

  • A fix for contact preferences not updating

  • Fixes for some X close page buttons not working correctly

Some other exciting news is that in this release we’ve also added app notifications behind the scenes, so we’ll be looking to offer these very soon! :slight_smile:

Remember the latest version of the app may not appear for everyone straight away. It usually takes up to 24 hours for all app stores to be updated. 

Update Monday 16 August

We’ve pushed through a second release to this one. So it’s no longer 9.2.1 but version 9.2.4 you need. This includes a fix for some login issues we’d experienced.

 

Just to say it looks like this app update is logging some people out, which is annoying, as usually the log-in ‘credentials’ are remembered when the app gets an update.

But logging in as normal via email is working. 

Sorry for inconvenience if this happens to you.


Latest on the logging in thing. Weirdly, if you’re logged out the first time you open the updated app, close it and open it again. Second time of opening everyone affected seems to be logged in!


Think I might hold fire 🔥on this update then our Marc 🤨, don’t want all that logging faff back 👎👎👎


Fair enough @Bev but all you need do is close the app and open it a 2nd time and all is fine.

Our team are still looking into the issue.

If you do decide to update the app and go through the process of opening > closing > opening again….. could you make a note of the time as you’re doing it? (so tech guys can look at what happens behind the scenes)


Will do our Marc, will do 👍


Did it.

So 1407 - hit the update

Then had to log in 1408

And now all seems fine 👍😉🤞


Thanks @Bev Did you login via email (ie the usual login process) or did you just close the app and open it again?


Erm 🤔, I went to my email and logged in from there, like I do when flit from my account to my dads 🤷‍♀️👍


Cheers @Bev 

Erm 🤔, I went to my email and logged in from there, like I do when flit from my account to my dads 🤷‍♀️👍

Yep, that’s exactly what we’d expect anyone to do.

Thank for your helping out! :muscle:


Phew, thanks 👍


No problem opening the new version. 
 

If I scroll down there is a line that says “Let’s get you to Net Zero” . The line itself does nothing and it is not clear why it is there because there is no provision to get me to “Net Zero” . I am sure none of us can or will ever attain that status. There is box below it but that is for referrals and nothing to do with me going “Net Zero”. If, as I assume, this is trader’s puffing then perhaps it is misleading. It may contravene advertising standards. Don’t know.


If I look at the Energy Usage section in the app and ask it to show yearly usage it provides the wrong figure for 2019. It says my total units used were 8,865 for electricity and  gas combined. I wish it was! It was nearer 20,000 kWs. Something not right with how it gets the data. I was a member of PP for the whole of 2019.


A quick update on the login issue when updating the app. There’s a fix planned for Monday (16 Aug) to sort out this bug, and also the community login bug which is affecting some Members, too.

We’ll update this post on Monday with more info! 

 


I am a sub-heading

No, I am a sub heading

No, I am Spartacus! 

😊 

 


I have installed the latest update and more the app is broken. The only options I now see are Get to Get Zero and Switch to Us Today. So now I can't access anything related to my account, can't send meter readings. I'm logged in yet why is it asking me to switch when I'm already a PP customer. Honestly since January when I joined it's been nothing but grief. 


Just logged off and logged back in, same issue. No account information available, so now I won't be able to send meter readings, and guess what, no one available to call to give my meter readings. Honestly do you want to push customers away?


@Stewart unique 

As mentioned above, there is a fix for the login issue on Monday, wait until then to see it it had been resolved. If you miss sending a meter reading, it won't make any difference to your direct debit, and any estimated readings will correct itself next month


Try sending a reading via the web @Stewart unique:

https://purepla.net/me/#/account/meter-reading

That works for me.


Morning! We’ve pushed through a second release to this one. So it’s no longer 9.2.1 but version 9.2.4 you need. This includes a fix for some login issues we’d experienced. :slight_smile: ​​​​​​​