Hi ​@PmD4 ,

If you’re using the official OVO Energy app, in some cases it may not look the same as the help centre shows. Please show me screenshots of what you’re seeing - you need to redact personal info though. Please DO NOT post personal info while doing this - the Forum is public!

The OVO help line is 0330 303 5063 which you can double check on the OVO web site as the number to call if you are suspicious about the circumstances about your account or who is calling you.

Peter

I’ll try and attach. It's getting the direct debit info as all I get is the charges and payments which is just a list of bills!

Looks fine to me - you don’t currently have OVO Beyond and that’s most likely because you don’t qualify right now. But you are on the correct app - if you get upgraded to OVO Beyond, the app flips “mode” to account for that.

Do you have a Smart Meter yet?

Thanks ​@Peter E - that's who I've been on the phone with but I'm still uncertain...

​@Blastoise186 yes I’ve had this account since the plan started in oct 21 but only just got the app after having problems and speaking to support this morning. We're supposed to be getting a payment as an error has been made (account closed?)  but I so concerned the money won't actually reach our account.

Looks like the account is active based on the screenshots. That credit will come through sooner or later - you’ll know when it does.

Once it’s back on track, you can unlock Beyond by upgrading to Smart Meters.

​@Blastoise186 does this look like a normal direct debit email too?

​@Blastoise186 we already have a smart meter- we got one when we joined...

Yes it does - that looks normal to me

Thanks; hopefully I'll sleep tonight! :)

Hi ​@PmD4,

I can see our forum volunteers have already stopped by with some great advice here. Hopefully they’ve managed to put your mind at ease.

This does also look like our OVO app and our emails to me too.