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All about your OVO account. You’ll find questions and answers about your energy use, charges, payments, refunds – the usual energy supplier stuff, in one place

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F.A.Q.

Questions about your energy use? Check out our handy FAQ

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Tutorial

How does OVO Energy calculate my Direct Debit?

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Tutorial

How to book a smart meter appointment on your online account or OVO app

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671 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Questions about your energy use? Check out our handy FAQF.A.Q.

 Sometimes, your bill can increase even if your unit rates & standing charges haven’t gone up. This could be because of changes to your energy use – for example, if you've had visitors to stay, you've made changes to your lifestyle, or you've got new appliances. Appliance use or faulty appliances Sometimes, the change might be down to an appliance in your home, not the meter itself. Before thinking about a meter test, let’s talk about your appliances.Energy-inefficient and high-use products can increase your energy use. For example, if you regularly use a washing machine or electric heaters, your usage will be high. New appliances like a hot tub or AGA can also add to your usage.If you’d like to know more about the cost of running specific appliances, you can use this calculator.Here are a few questions to help work out why your energy use might be higher: What’s type of home do you live in, and how many bedrooms does it have?  This question will give you an average use compared to

4128
Peter E
Plan Zero Hero
10 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Here are the other ways you can let us know about a loved one's passing

 We know that when someone passes away, speaking to an energy company may be the last thing you want to do.  LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us.  You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next?Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold.  Other ways to register a loved one's passing with OVO?By filling out this form

4020
Emmanuelle_OVO
Community Manager
7 months ago
A
New Member*
afbunnNew Member*
Posted in My account
Total gas charges so far this month exceed the total amount of gas used since move in date.

Hi there!According to the Ovo usage tracker my house has used 299.5kWh of Gas since the first of November. I thought this perculiar as we have not had the heating on and our shower is a power shower, the only thing that gas is used for in the house is the hob and heating the hot water for the taps (washing up and washing hands). I checked meter readings from today as well as comparing it to when we first moved in in July, and using an online calcuator calculated that the entire volume of gas that our meter has registered since moving in would only be around 200kWh.Does anyone know how to solve this? Or at least explain why the usage tracker has such a skewed value? Our meter has only been sending readings to ovo once or twice a month, I don’t know if this is something that might have caused this. When I try to manually enter a meter reading I get an error as well. Many thanks,afbunn

00
A
New Member*
12 minutes ago
N
New Member**
NparryNew Member**
Posted in My account
Landlord cancelled account

I am posting on behalf of my partner. He moved into his flat Jan 2023. The day he moved in, he set up the account with Ovo along with a direct debit. Fast forward to now and he’s realised that the direct debit has never come out. He’s now contacted Ovo and they have said that the day after he set the account up, the letting agent have cancelled it and put the land lady’s details. The account is currently at £1100. Now, obviously he should have noticed this lack of monthly payment. Ovo have said that he needs to contact the letting agent to ask what happened but they are dodging calls and are not giving answers. My main concern is regarding the mortgage application we will be making in a few months. As this has not been paid and we do not know if it has gone to debt collection, will this have an impact on his record if the land lady contacts Ovo to say that he is the one living in the flat and liable for the bill? If he rings to pay the account off tomorrow, will that be the end of it o

562
Nukecad
Plan Zero Hero
6 hours ago
M
Carbon Catcher*
MCH59
Posted in My account
Unexplained change to direct debits

I have just noticed an unexplained 45% increase in my minimum direct debit payment caused by today's change to the calculation in the Direct Debit Calculator (now calculating through to end of March 2026, rather than the end of March 2025).The impact of that change, if it is intentional, is that a lot of people (like myself) who already have a significant credit balance and are on course for a very healthy credit balance come 31st March 2025 are potentially still going to have to increase our direct debit payments and build up even bigger, and wholly unnecessary, credit balances (and further increase our direct debits if we want our credit balances refunded at the end of winter).Are any of the OVO staff who monitor the forum able to share the full details of the changes and the logic behind them?Also flagging that the changes don't seem to be compliant with the T&Cs.

135168
Firedog
Plan Zero Hero
7 hours ago
D
Carbon Cutter****
djshieldsCarbon Cutter****
Posted in My account
Why is the app not updating with my balance?

Hello. Has anybody else noticed that the app is not updating with your current balance, whether credit or debit? App has been deleted and reinstalled. Customer care is aware of this issue but it’s been two weeks now. 

49826
Shads_OVO
Community Moderator
8 hours ago
L
Carbon Cutter*****
louise515Carbon Cutter*****
Posted in My account
How to go Paperless

I just received a letter from you about the forthcoming charge for paper documents. It says to go online to switch to paperless but I couldn’t see anywhere to do that. Can you enlighten me please. 

138412
Blastoise186
Plan Zero Hero
2 days ago
D
Carbon Cutter*
Daisyf65Carbon Cutter*
Posted in My account
High estimated bills but the property is empty?

Hello is there anyone who can point me in the right direction of assistance getting my account sorted as being charged high estimated billing when property was empty and no one is listening.!! Wrote a complaint letter with no response, tried online chat and got nowhere. They are refusing to accept photos of meter, now had smart meter fitted and still not got anywhere as threatening to increase direct debit again on estimated readings! thanks 

183259
N
Carbon Cutter**
12 days ago
V
Carbon Cutter****
VisoflexCarbon Cutter****
Posted in My account
I've just had new smart meters installed - Why can't I see this and my usage data reflected on my account?

My new SMETS 2 meters were installed in mid September.  Since then, there has been no change in my account page.  The last entry there was that my electricity and gas were to be supplied from 5 May.  My smart gas meter does not appear to be sending any data, I’m only getting a feed from the electricity meter.I would like an idea of my usage, given the state of the fuel industry at the moment, I would at least like to have an idea if I will be in for some nasty surprises downstream. 

4479189
A
Carbon Cutter****
14 days ago
Shads_OVO
Community Moderator
Shads_OVOCommunity Moderator
Posted in My account
Unlock ways to save today, and bank rewards for a greener tomorrow with OVO Beyond.F.A.Q.

What is OVO Beyond? We want energy to be better for your wallet
and the planet. With Beyond, your Energy Savings Account, you don’t have to choose between the two. 

Beyond gives you the power to save on your energy bills today, and bank rewards for a greener tomorrow. 
From the moment you join, you’ll start to build up rewards, like free EV miles. Banked, ready when you are. 

And you’ll unlock the power to start saving energy and money at home – with energy insights, offers, and much more. We're excited to have you with us on this journey, and we’d love to hear from you too. If you have any thoughts or questions about Beyond email us at hello@ovobeyond.com. Download on iOSDownload on Android Ready for Beyond?  Beyond will automatically be added to your OVO app if you have a smart meter, and pay via direct debit.Not got a smart meter yet? You can book your install here.If you’re not a direct debit customer, it’s simple to set up - you can set up direct debit payments here. Do I need t

14572
V
New Member*
14 days ago
M
Carbon Cutter****
martin78Carbon Cutter****
Posted in My account
incorrect final bill

OVO is investigating my incorrect final bill, I have a case number. Last time I contacted them was 2 weeks ago. I didn’t anything from them since that time. What I should do?

265
Blastoise186
Plan Zero Hero
3 days ago
F
Carbon Cutter***
Frustrated100Carbon Cutter***
Posted in My account
Meter readings

Why is it that despite giving an actual meter reading that OVO computer system posts an incorrect estimated reading onto my account to work out my bill. To make matters worse your customers are told to ignore the red dial which gives figures after the decimal point your computer guesses uses decimal figures when inserting incorrect usage figures on my bill. Your billing system is a farce and opens yourself up for more complaints.

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Shads_OVO
Community Moderator
3 days ago
C
Carbon Cutter***
confusedofcambCarbon Cutter***
Posted in My account
Usage pattern suddenly become inconsistent

Hi there. I hope someone can help us with a very confusing issue. We are with Ovo and have a smart meter. Every month since we moved here two years ago, our electricity usage has been fairly consistent - only slight variations day by day, a bit more in winter, a bit less in summer. But in November this year it all changed - the day to day usage is sometimes very high and sometimes much lower. We do have a plug-in hybrid car so the ‘spikes’ might be us charging the car, but we’ve had the car for the last 2 years and nothing has changed in the way we charge it, so don’t understand why the patterns have changed so drastically. (The overall total is up too). We wondered if maybe Ovo had changed the way they calculate the usage or something? Any thoughts gratefully received.

6510
BPLightlog
Plan Zero Hero
3 days ago
N
Carbon Cutter*
nils_aksnesCarbon Cutter*
Posted in My account
THTC meter - Removal Request

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

5073190
Firedog
Plan Zero Hero
4 days ago
M
New Member**
Mark PatersonNew Member**
Posted in My account
Energy Expert visit offer

I have just got an email from OVO offering a home visit to my home for #25.00Did anyone else get this?The link to book the offer doesn’t workThey won’t answer the phone.Has anyone got any idea how you book this offer?

2173
Abby_OVO
Community Manager
6 days ago
E
New Member*
Elenasurugiu477New Member*
posted in My account
qrong name on the bill

Hello My bill came on a wrong name 

212
Abby_OVO
Community Manager
6 days ago
O
New Member*
OffgridNew Member*
Posted in My account
direct debit based on real usage

Why, when I have a smart meter, which shows the exact amount of money I have used on gas and electricity, is it not possible for OVO to have a variable direct debit where they take the exact amount I owe each month rather than a fixed amount? Could it be because OVO wants to earn interest on all the money it has collected from thousands of customers who have overpaid and are in credit?  This must add up to a significant sum of free money that OVO earns for doing nothing other than taking more than is owed from thousands of customers. Surely the purpose of the smart meter is to show the usage in real time, so DDs should also be set on realtime use rather than a best guess averaged out over a year where OVO earns interest on customer’s money rather than customer’s earning interest on their money. 

993
Firedog
Plan Zero Hero
7 days ago
K
Carbon Cutter*****
KallCarbon Cutter*****
Posted in My account
Account in app and browser not working properly

The app won't let me log in and my account through the browser is as following. Why is this? Yes I've created the storage usage/cache in the app and yes I've cleared my browser. The last screenshot IE the 4th is the app. Fyi fwiw I'm signed up to and partake it in Power Move. 

947
Abby_OVO
Community Manager
7 days ago
A
New Member*
ahmedmNew Member*
Posted in My account
Bills are in my name but I had never setup an account with OVO.

Hi. I just received a letter saying that I am defaulting on my bills. I am a tenant at this house and I dont know who put my name on the bills. I used to send my share to the other tenant but he has moved out and he said he didnt put my name on the bills.I can not login to OVO to see the details of the bill because i dont know what username and password was used to set it up in my name, or who did it. If i try to setup a new account, it says “Oops, we’ve encountered a problem” I live in a shared house and all the tenants have to pay their share of the bills, and since only my name is on the letters, i feel like my credit history is being ruined for no reason when I never even setup an account and now that the letters are in my name, I cant login to see the details and split the shares accordingly. 

513
Abby_OVO
Community Manager
7 days ago
Gary
New Member***
GaryNew Member***
Posted in My account
Can we get access to the OVO energy online account API to download our smart meter usage data?

Hi Ovo, I wondered whether the API that powers your live and historical usage page in the account menu is something you could look into opening up a bit so we can freely access our raw data and also perhaps it may stimulate some interesting community projects? For instance (more sport related), Strava and Fitbit.

32615159
MikeWilliams
Carbon Cutter**
7 days ago
P
Carbon Cutter*****
Pilgrim2Carbon Cutter*****
Posted in My account
billing

Previously on THTC plan. Smart meter was installed on the 16 October 24To date cannot access Ovo app directed to online account After smart meter installation when checking online account still found that since smart meter installed the daily standing charge still increasing and account still showed THTC planOn contacting customer service to make them aware of the Still increasing daily standing charge received email from them stating that the THTC plan would stop on the 15 th October 24 and the new smart meter plan starts on the 16 th October 24 and that I would  Not be charged for Two daily standing charges or energy usage from period 15 th October-9 th November ( billing period 8th October- 9 th November )Online account shows bill is now available The billing shows the THTC billing as I would normally receive which includes the daily standing charge has continued to the end of the billing period There is no billing showing for the smart meter from 16 th October to 9 th November end

192
P
Carbon Cutter*****
7 days ago
A
Anonymous
posted in My account
refund

I've been through every possible scenario and find it impossible to get a refund. I feel my only option is to contact the ombudsman. I'm £700 in credit When I request a refund, it states my refund max is £34. My monthly bills are less than £120. When I call OVO, it refuses to recognise my account id number. 

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Blastoise186
Plan Zero Hero
7 days ago
S
Carbon Cutter****
SRFCarbon Cutter****
Posted in My account
Why o why does it take so long to receive FIT payment

Please no smart Alec replies from company men posing as forum users. This is a long standing problem which I have raised before. I submitted my regular FIT readings for period ending 1/9/24. I received my invoice for FIT payment due at the beginning of November this stated it will make payment for electricity I fed into the grid a month after this. I know there is a delay because OVO don’t make this payment directly, but this sort of delay in this day and age is unacceptable. I wonder how long I would be allowed to pay my bill to OVO I doubt it would be the thick end of 3 months. My next FIT reading will be submitted at the same time I get payment from the previous quarter.

341
Blastoise186
Plan Zero Hero
8 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Faulty smart or traditional meters: Blank display, inaccurate, broken, noisy meters - DIY tutorial seriesTutorial

Updated on 25/08/23 by Abby_OVO Types of meter faults - Your Guide Worried that your meter isn’t clocking your usage accurately, is it making an unexpected noise or even worse are you off-supply? These could indicate a meter fault that we’ll need to get sorted. In all these scenarios we’d advise getting in touch with the Support Team ASAP to do some further investigations, but we’ve put together a quick guide to cover what might be causing the issues. Blank Display or Meter Not Clocking The display has gone blank and cannot be read and it cannot be turned back on by pushing buttons. This is the most common type of meter fault and has many different causes. Unless it’s a smart meter, we will not be able to bill you accurately (we will have to estimate usage)  until we have completed a faulty meter exchange. Another common type of meter fault where the meter will stay on the same reading and not register any usage. The removal reading will be recalculated using either readings prior to t

1171857
S
Carbon Cutter*
16 days ago
T
New Member*
The_DomNew Member*
Posted in My account
Standing charges differ by contract

Why do standing charges differ between contacts by the same supplier? The cost of maintaining the infrastructure does not change whether I choose a year to 2 year fixed contract or go for a variable contract. Prices may differ by suppliers, but should not differ in one suppliers contracts.

13916
S
Carbon Cutter**
16 days ago

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