How do I use my OVO Charge public charging credit?

Has anyone been able to use their credit? We’ve used the ovo charge app to find a local charger.  We have our cc linked to the ovo charge app too.  It just keeps saying ‘prepayment error’ so we the. have to pay at the charger as normal, without the ovo charge app/credit.  

Hey ​@Suze_b18,

I chatted with one of our contacts at Charge Anytime about your issue, and I wanted to pass along what they mentioned could be causing the issues. It seems like you might be logged into a second account. Sometimes, customers create an account with an email and password but then forget about it. When they try to sign in again, they may choose the “Sign in with Apple/Google” option for a quicker login, which can accidentally create a duplicate account.

This might explain why any credits you have are linked to the original account, causing the issues you're experiencing with charging. The team is on a break for the bank holiday today, but I’d love to try and get you help. If you could send me screenshots of any error messages you’re seeing, as well as your credit wallet (find it under Account > Promotions), I’ll do my best to get you some answers.

Also, it’s a good idea to check that your card information under Account > Payment Method is linked and accurate. If any details are incorrect, that could lead to issues as well. 

You’ll be able to speak with a member of the team directly tomorrow who could triage this with you and have a deeper look into your account, you can call our Charge Anytime support line on 0330 175 9678 (Monday to Friday, 9am to 5pm) or ovocharge@ovo.com.

Hey ​@Jazzygoat,

Similar to the advice I shared with Suze, it's important to check the balance in your credit wallet (you can find it under Account > Promotions). If you used a credit card as your payment method, I recommend verifying with your provider that it is authorised for use with OVO. From my experience, I have to add certain retailers to a trusted list if I plan to use them frequently, to avoid triggering any security issues. Below is an example from Virgin Money, but other brands like NatWest also have similar systems in place, so it may be worth looking into.

Virgin Money - What are trusted retailers?

Hi ​@Chris_OVO 

i have attached screenshots. I have the credit available yet it didn’t work to use it at all at an OVO approved charging station. I only have one account for OVOCharge. 
thanks

Hey ​@Suze_b18 

I’ve sent you a private message as the Charge Anytime team to take a look here. If you could reply, and we’ll pass this to the team.