Skip to main content
A
Rank 2
andrewthomas4
Rank 2
April 11, 2026
Solved

Changed from PAYG to pay monthly, but meter still in prepayment mode?

  • April 11, 2026
  • 16 replies
  • 363 views

Hello, I have recently changed from payg to pay monthly but the smart meter is still in pre payment mode. I am worried that when the balance goes to 0 my electric will go off. How long does it take for the meter to change to credit mode and will the power go off when the balance reached 0. If it does run out is it possible to top up the meter now im on pay monthly. Thanks in advance for the info. 

Best answer by Ben_OVO

Good morning ​@andrewthomas4, I hope you’re well.

 

I can see ​@Blastoise186 has stopped by with some great advice here, and I’d agree with him here that signing up to the Priority Services Register would be a great idea in your situation. It’s a free service, and means that the network operator will try and get your property back on with priority, should there be a power cut. They’ll also look to contact you to let you know of any panned outages.

 

Regarding the switch to Pay Monthly, this is definitely a good choice given that there’s a stairlift in your property. Pay Monthly means that there’s no risk of the meter running out of credit and the supply turning off. When we change a customer to Pay Monthly, this can take a little while, due to various different systems having to be updated. 10 days is too long though - it’s normally a lot quicker than this. The correct advice is up to 24 hours. I’m hoping that everything is now ok this morning, and your meter is no longer showing that it’s in prepayment mode?

 

Now that you’ll be a Pay Monthly customer, you’ll have access to our great online account and app. To log in, click ‘set up account, and enter your email address when prompted. You’ll receive an email containing a link from which to set a new password, after which you’ll have access. You can pretty much manage all aspects of your account online and on the app, and I’ve included a tutorial series below explaining how to use the different features. I’ve also included another article which gives you some more info on the Priority Services Register.

 

For more useful articles about your Pay Monthly account, I’d recommend heading over to our Forum Library section, which includes all your need-to-know info.

 

 

16 replies

Blastoise186
Super User
Blastoise186Super User
Super User
April 11, 2026

Hi ​@andrewthomas4 ,

Usually it’s pretty quick as in within 24 hours or so! Sounds to me like the meter didn’t pick up the commands properly.

I’d definitely recommend letting OVO know ASAP via the details below - they’ll be back in on Monday or you can try OVO’s socials as they’re monitored at weekends.

If you lose supply before OVO can get back to you, call 105 and your DNO might be able to help.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    A
    Rank 2
    andrewthomas4Author
    Rank 2
    April 13, 2026

    Contacted OVO today they tell me the meter has been switched over at there end but it can take up to 10 days to change over to credit mode.

    Ovo assured me my electric will not go off. Is this right.

    Meter is definitely still in prepayment mode as I have seen it in the menus on the smart meter. What will happen if the balance reaches 0 before it enters credit mode. I have £10 left which is about 2 days supply. 

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 13, 2026

    Should usually be a bit faster than that - I’ll ask ​@Ben_OVO to swing by.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      A
      Rank 2
      andrewthomas4Author
      Rank 2
      April 13, 2026

      That would be great. Stressing out here as my wife uses a stairlift and I don’t want her to be stuck upstairs if the power goes off.

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      April 13, 2026

      No worries. Bear with me for a bit as I’m also digging something up at the moment that may help a bit.

      This will take me a while as I need to dig my personal archives and Forum history - with over 9k  of my own comments on here, that’s a lot for me to dig. I’ll be back as soon as I can.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        A
        Rank 2
        andrewthomas4Author
        Rank 2
        April 13, 2026

        Did you manage to get any info regarding the issue with my smart meter stuck in pre payment mode. 

        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        April 13, 2026

        Sorry for the wait! I’m not usually this slow - I just got bogged down because combing through 9.2k comments and all my other sources apparently takes longer than I predicted… My apologies for keeping you waiting. I think I found what I was after though. One of these days I will tidy up that library...

        The best I can think of right now is to ask OVO to run a top-up via the Support Team in the morning so you at least get some more credit dumped onto the meter. If it doesn’t flip over in the next few days, definitely let OVO know so they can investigate further. Unfortunately, I don’ have the ability to speed that up as my access is limited purely to the Forum as a volunteer. The team has options to force a mode switch in case the automated command doesn’t go through properly.

        As for the stairlift? That is of more concern… Please sign up for the Priority Services Register via https://www.ovoenergy.com/register-for-priority-services if you haven’t already done so. That’ll give OVO and your DNO more options if this issue kills the power.

        I’ll keep digging in the meantime, if I have more suggestions, I’ll drop by again.

        The Forum Moderators have been notified of this thread and they may (as in probably will) swing by with their own suggestions or to check in on you.

        Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
          A
          Rank 2
          andrewthomas4Author
          Rank 2
          April 13, 2026

          Appreciate all the info. I will ring ovo in the morning to get a top up done

          Ben_OVO
          Community Manager
          Ben_OVOSolved
          Community Manager
          April 14, 2026

          Good morning ​@andrewthomas4, I hope you’re well.

           

          I can see ​@Blastoise186 has stopped by with some great advice here, and I’d agree with him here that signing up to the Priority Services Register would be a great idea in your situation. It’s a free service, and means that the network operator will try and get your property back on with priority, should there be a power cut. They’ll also look to contact you to let you know of any panned outages.

           

          Regarding the switch to Pay Monthly, this is definitely a good choice given that there’s a stairlift in your property. Pay Monthly means that there’s no risk of the meter running out of credit and the supply turning off. When we change a customer to Pay Monthly, this can take a little while, due to various different systems having to be updated. 10 days is too long though - it’s normally a lot quicker than this. The correct advice is up to 24 hours. I’m hoping that everything is now ok this morning, and your meter is no longer showing that it’s in prepayment mode?

           

          Now that you’ll be a Pay Monthly customer, you’ll have access to our great online account and app. To log in, click ‘set up account, and enter your email address when prompted. You’ll receive an email containing a link from which to set a new password, after which you’ll have access. You can pretty much manage all aspects of your account online and on the app, and I’ve included a tutorial series below explaining how to use the different features. I’ve also included another article which gives you some more info on the Priority Services Register.

           

          For more useful articles about your Pay Monthly account, I’d recommend heading over to our Forum Library section, which includes all your need-to-know info.

           

           

          Powered by the Sun
          A
          Rank 2
          andrewthomas4Author
          Rank 2
          April 14, 2026

          Thanks for the advice much appreciated. 
          I have signed up to priority service but have yet to receive confirmation of it being approved. Down to the last few pounds on the smartmeter. Meter is still in pre payment mode. It will probably run out sometime today. Probably have to wait till it turns off before ovo do anything about it. Just hope wife isnt using the stairlift at the same time. Fingers crossed the meter switches over today. 

            Show more replies
            Terms & ConditionsAccessibility statement

            OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

            OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

            OVO (S) Gas Limited is part of OVO Group Ltd