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My Pay As You Go account

Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? You’ll find the answers here.

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Pay As You Go - Topic Hub & How to get in touch

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F.A.Q.

Pay As You Go smart meters and In Home Displays (IHDs)

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183 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go - Help and SupportF.A.Q.

Updated on 12/11/24 by Shads_OVO Help and Support  I can’t afford to top up or pay for my energy. What can I do? There are steps you can take if you’re not able to pay for your energy:  You can activate the emergency credit on your meter.  If your emergency credit runs out, get in touch via one of the ways below. We can take you through the different options, for example borrowing credit that you can pay back over time.  You can always talk to us if you’re worried or struggling to pay for your energy. We’ve supported lots of people in similar situations and we can help you, too. Chat with us here. Just click the blue chat icon at the bottom right of your screen. Or call us on 0330 175 9669. Not sure how to activate the emergency credit on your smart meter? Check out our topic hub with guides on how to do this for your meter type:  How will I pay my debt back on a meter in Pay As You Go mode? We’ll put the debt onto your meter and set the amount you pay back at an affordable daily rat

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Abby_OVO
Community Manager
19 days ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account
Is my gas supply actually off?F.A.Q.

Sometimes it might look like your gas supply isn’t on, even if you’ve just topped up. There are a number of reasons why it can seem like your supply isn’t on even when it is, here are a few ways to fix some of those yourself.  Traditional PAYG Gas Meters My key/card isn’t working – what should I do? We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement. Is your meter showing an ‘error code’ when you insert your key/card? Or was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, write the error code down and compare it to the list of codes we’ve listed in our guide on error codes here.  Credit on the meter with ‘OFF’ displayed on screen but no supply (e.g £10.00 OFF) If you’ve got credit on the meter but the meter still shows ‘OFF’ on screen, you’ll need to do the following: 1. T

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Blastoise186
Plan Zero Hero
1 month ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account
Is my electricity supply actually off?F.A.Q.

Sometimes it might look like your electricity supply isn’t on, even if you’ve just topped up. There are a number of reasons why it can seem like your supply isn’t on even when it is, here are a few ways to fix some of those yourself.  Traditional PAYG Electric Meters Error on meter  Many key errors can be sorted by cleaning the chip on the key using a clean, dry cloth, or by blowing inside the key slot. You can check the error code against our helpful topic here. There’s credit on your meter but no supply If there’s credit on the meter but still no supply, there are a few things you should check: 1. Check your meter display, if there’s credit on the meter with an E at the end (for example A: £10.00E) then it means the meter’s in debt of -£10 and needs to be topped up £10 to restore the supply.2. If there’s credit without the letter E, then electricity is flowing through the meter and the fault is somewhere else in your property, and not with the meter.  3. Look for your consumer unit/t

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Abby_OVO
Community Manager
1 month ago
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My Pay As You Go account
For our Boost members: The Boost App is shutting down soonNews

Updated by Bradley_OVO on 22/11/2024Reminder: the Boost top up app will be closing on the 3rd of December. Boost customers are moving to OVO. That means this app will close on the 3rd of December 2024. If you've already moved to OVO, please download and register for the OVO Energy Top-Up app. Find out more about the move to OVO at http://boostpower.co.uk/ovo-move If you're a Boost customer and have already migrated over to OVO Pay As You Go but are still using the Boost app, you should've received an SMS from us to remind you of the changes. To download and register for the OVO Energy Top-Up app. You can find it in the App Store and on Google Play. 

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Shads_OVO
Retired Moderator
2 months ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My Pay As You Go account
Traditional Pay As You Go: topping up your key and card meterF.A.Q.

Updated on 05/11/24 by Abby_OVO Frequently asked questions for topping up your traditional meter Topping up for the first time? To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep. How much credit can I top up in one go? This depends on where you’re topping up, as different shops can have different minimum amounts. But these are the usual top-up limits: The minimum you can top up is £1 The maximum you can top up your gas meter in one go is £49  The maximum you can top up your electricity meter in one go is £50  You can only top up in full pounds  The maximum amount a payment card can hold is £249 and the most a key can hold is £250  How do I add credit to my meter? To top up your meter, take your top-up card or key to:  Any PayPoint shop. Find your nearest at paypoint.co.uk or call 0330 400 0000. Any Post Office. Find your n

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M
Carbon Cutter**
2 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go - Topic Hub & How to get in touchHub

Updated on 29/11/24 by Emmanuelle_OVO:  Check out our video tutorial series:   Pay As You Go - Your Topic Hub See this list of topics and guides, all to do with OVO Pay As You Go. Click on the link to open the one you need! Pay As You Go topic guides Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Click here if you have Issues with your Pay As You Go Smart meter or In Home Display? How to tell why there’s no electricity or gas in your home Have you lost your top up key or card and need a new one? Only have gas for heating? Here’s how to check the meter is working as it should Not topped up for a while? Here’s some advice for traditional meters Did you know your traditional top up electricity meter has a ‘fai

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Emmanuelle_OVO
Community Manager
2 months ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account
How to tell why there’s no electricity or gas in your homeTutorial

Updated on 07/11/24 by Abby_OVO Power supply, meters and fuse boxes - how to tell why there’s no power in your home. For traditional electricity meters If you have a traditional electricity meter, it’ll have a red LED flashing light. If that’s not on then it means that no power is coming in from the mains cable. If you think there’s been a power cut, you can call 105 to get through to your local electricity network operator. If you know your local network distributor, you can also go to their website to report or track a power cut. If there hasn’t been a power cut, and there’s still no flashing red light on your meter, get in touch with us for an emergency appointment. If there is a red light, check if there are any error messages on the meter, and how much credit is on there (is the credit in a positive or minus). If there is a meter fault make a note of the error message and the Meter Serial Number and reach out to the Support Team who’ll be able to help. If there’s no error message,

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Abby_OVO
Community Manager
1 year ago
N
New Member*
NogasfreezingNew Member*
Posted in My Pay As You Go account
invalid gas key, disabled and left with no heating in -4 weather

Given 8 digit code to set up gas card, followed steps to activate card in meter, card reading as invalid in shops. Tried with two separate cards, same result. No emergency credit due to needing to use it (OVO failed to send out gas card after asking for one on multiple occasions or inform us we could get one from shop for almost a month) it is currently -4, two disabled people in the house, no emergency line to call and the gas has now been cut off. What do I do? 

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Blastoise186
Plan Zero Hero
4 hours ago
V
Carbon Cutter****
Vreid92Carbon Cutter****
posted in My Pay As You Go account
Is my PAYG meter impacted by the RTS shutdown?

We are all electric and on THTC, or so we believe, we moved here in March 2021 and we have been trying to switch since we moved in, due to our apparent meter type we were with SSE then switched over to OVO. Currently going through energy ombusman to get a different meter/tarriff, due to living in the countryside we have to travel to a shop and due to weather it is not always possible and being pay as you go its not sustainable and we were told absolutely no way can we get a different meter and we would just have to wait until the RTS shuts down and hopefully we can get a smart meter(apparently this is not possible at the moment due to signal, yet others on our street have smart meters)OVO have argued that we are on a THTC tarriff..but the rates he gave me dont match the rates on our actual meter, each rate on our meter being 1pence more per kw. We have been told by someone, that our meter is infact an economy 7/10 meter. I cant seem to see the RTS box or the second meter they are claim

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V
Carbon Cutter****
16 hours ago
R
New Member**
Rosalind41New Member**
posted in My Pay As You Go account
smart meter display gadget

Hi I have a smart meter but I haven't got the little display gadget to top up my electric

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Abby_OVO
Community Manager
17 hours ago
L
New Member*
Lauralala87New Member*
Posted in My Pay As You Go account
balance adjustment pay as you go

Why would I occasionally keep getting a balance adjustment message on my pay as you go smart meter? Surely the money just goes down as I use it. Why are they taking more from me? 

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Abby_OVO
Community Manager
1 day ago
P
Carbon Cutter***
PinksamanthaCarbon Cutter***
Posted in My Pay As You Go account
Do i need to activate my new electric key

My key was stolen. I picked up a blue key from a shop after being given an RTI code from OVO. I’ve been given another RTI code for the £100 that was on my stolen card. I went to the shop and it didn’t work. Did I need to activate my new card? 

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Abby_OVO
Community Manager
2 days ago
B
Carbon Cutter*
BonesyCarbon Cutter*
Posted in My Pay As You Go account
Old style prepaid electric key not topping up correctly

Hi newbie here and need advice.We were with SSE but I believe OVO took over the account some time ago. The last 3 top ups I have done have definitely not added up. We put  the emergency 2 days ago which is £15 and we only get notification at 50 pence left. Today I put £30 on the key and went to top up, the meter said about £8 left of emergency,so we owed £7 to my mind. So I put the £30 in and the meter showed the key had £30 on it. The meter then showed that we had only £13 credit whereas it should have been £23, a shortfall of £10. There is no debt with this meter and to be honest we rarely use the emergency except during the colder periods purely because of the lack of warning until 50 pence left. We have got letters from them saying that we haven't topped up in a while but every week for many years at least £25 goes in a week without fail. So are OVO charging £10 every time you use the emergency electric or are they scamming us or have been hacked themselves. Any thoughts welcome bu

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Nukecad
Plan Zero Hero
6 days ago
A
Carbon Cutter*****
Andrew BurtonCarbon Cutter*****
Posted in My Pay As You Go account
Do PAYG have online account options?

I have a prepayment meter.  How can I set up an online account? I am asked to supply an account number from a bill but with a prepayment meter, I don't get a bill.

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Emmanuelle_OVO
Community Manager
9 days ago
C
New Member*
Customer666New Member*
Posted in My Pay As You Go account
Gas supply cut off for three days- Meter says 'Call Help'

Hi,We tried to top up our pay as you go “heritage” meter and were met with a flashing display of “call help”. To cut a long story and multiple (poor signal peppered) conversations short, the engineers have failed to show up twice, and we’re still without a gas supply.Has anyone else had a similar problem, and more so, is there any way to circumvent the singular process put in place to deal with our issue? Regards, Customer666

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Emmanuelle_OVO
Community Manager
9 days ago
D
Carbon Cutter*
DazwebbCarbon Cutter*
Posted in My Pay As You Go account
I'm PAYG moved supplier to OVO - Need new top up card

I've been moved to ovo. My current gas payment card isn't working. I'm not paying £5 my old supplier didn't charge. I can't get on ovo app to see if I can get a bar code. 

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Emmanuelle_OVO
Community Manager
16 days ago
J
Carbon Cutter*
JC_
Posted in My Pay As You Go account
OVO top-up app not showing up to date meter balances?

I didn't think it was possible to view meter balance/s on the top-up app, however on the app store, some of the reviews say they are able to see their balances. I cannot seem to see mine on the top-up app?

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Abby_OVO
Community Manager
20 days ago
H
Carbon Cutter****
HelzCarbon Cutter****
Posted in My Pay As You Go account
Prepayment smart meter stopped communicating! Am I going to go off supply?

Hi , I'm hoping for any assistance I can get with my pay as you go kaifa smart meter. Firstly I noticed the IHD stopped giving electricity info 10 days ago. Contacted ovo by web chat and the assistant said they had "unjoined and rejoined" meanwhile I had to switch the IHD off for 30 mins. This didn't work so Immediately started another chat ,told by another assistant that the IHD should be switched off for 24hrs. Didn't work either. Wondered if by any chance I could find out what credit I had or perhaps top up by the meter itself so I had a look (it's outside the property ) and found the display only showing inaccurate local time. Didn't shuffle through any screens only showed me the wrong time. Got no reaction from any of the buttons but the lights were flashing every 5 secs. Started another chat with ovo, established that the electricity meter wasn't communicating with either of us and that I wouldn't see an engineer till end of Feb at the earliest unless I'm out of credit. So just a

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Emmanuelle_OVO
Community Manager
20 days ago
T
Carbon Cutter*
TracyH80Carbon Cutter*
Posted in My Pay As You Go account
Pay as you go bill for debt! How is that possible?

I moved into a new property (owned) in December. It had pre-payment meters for gas and electricity with a key and card for top up. I had smart meters installed on May 3 and on May 15 received an email from SSE/OVO advising my final bill had arrived and could I log in and pay it. I have not received a bill and have never used emergency credit on either meter. After two hours of phone calls speaking to six different people, a two day chat in Whatsapp and thirty minutes on hold today  I am no further! They advise I owe £60.27p however no one on any call or message system could confirm how or why I allegedly owe this amount, or whether it is for gas, electricity or a combination of the two. I have not received a bill and no one has been able to send me another copy of it. I was hoping to transfer to being a direct debit customer but I’m not sure about this as you don’t seem to be able to get finance correct when I pay in advance!  Any other pre-payment customers  receive random emails abou

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R
Carbon Cutter****
21 days ago
R
Carbon Cutter****
RW1987Carbon Cutter****
Posted in My Pay As You Go account
Pay As You Go Final Bill claiming I owe £1000 and OVO refuse to let me complain

Hello, I was moved to OVO from SSE.Pay as you go. I built up some standing charge debt which OVO took approx 80% of every top up I made (which made trying to keep my home warm during the winter impossible!) I tried to get the % of each top up they took lowered, however, they would claim they had done it on the telephone, but didn’t. i did a web chat on several occasions, asked to complain and was told “you can’t complain, it’s debt” and they would end the web chat on me. I paid off the debt and transferred to another company. i received my final statement from OVO, keep in mind I was pay as you, and they claim I owe them £1000, saying in one month my gas consumption alone was £614. i was on pay as you go, I was unable to use gas I did not top up my meter to use. My standing charge debt I had run up was paid off before I left, but they claim this debt on my final statement is actually gas consumption. i have tried to complain again about this and get it rectified, but they constantly tr

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R
Carbon Cutter****
21 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go smart meters and In Home Displays (IHDs)F.A.Q.

Updated on 14/11/24 by Emmanuelle_OVO: How to use your Pay As You Go Smart Meter  We’ve pulled together some frequently asked questions all about your smart meters and In Home Displays (IHDs).  Can the IHD warn me when I’m getting low on credit? Yes, a message will appear on your main menu screen. Then, if you don’t top up straightaway, your IHD will send you another message when your credit is almost used up. At that stage it’ll ask if you want to activate your emergency credit. Want to know more about your IHD? Check out these helpful guides:    Why is my IHD balance different from my app balance? The app balance (available in the Apple App Store or Google Play) gets updated once a day after midnight. If you've used energy or topped up since midnight, then your app balance will be out of date.  It might also be that your meter isn’t communicating with us, in which case your balance won't update in the app. But your IHD will usually communicate with your meter throughout the day to st

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Blastoise186
Plan Zero Hero
21 days ago
L
Carbon Cutter*
LisavCarbon Cutter*
Posted in My Pay As You Go account
Top up not appearing on my smart meter

Hi all 👋Yesterday I put £30 on my gas account via the app......the updated one.....and its not carried overI 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 😊 

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Emmanuelle_OVO
Community Manager
23 days ago
B
New Member*
bartpytelNew Member*
Posted in My Pay As You Go account
How to top up my meter- new tenant

Hello. I just moved in to new property. There is pre paid meter. I don't have card , key, Pan. How can I top up?

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Abby_OVO
Community Manager
23 days ago
L
New Member***
looby22New Member***
Posted in My Pay As You Go account
Hi there, it looks like we had a power cut in our block today and now there us no display on my prepayment meter?

Hi there, it seems we had a power cut in our block today but now there is no display on my pre payment meter? 

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Blastoise186
Plan Zero Hero
26 days ago
R
New Member*
RorschachNew Member*
Posted in My Pay As You Go account
PAYG meter being replaced- What will happen to the credit?

We are undergoing a renovation and going forward, my old pre-payment meter is going to be replaced with a smart meter. I have £186 od credit on my pre-paymeny meter, which I obviously don't want to lose in the change over. Can Ovo guarantee that credit won't be lost in the change to a smart meter?  

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Blastoise186
Plan Zero Hero
30 days ago

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