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Rank 1
ic31420
Rank 1
March 17, 2017
Solved

How do I get a refund from OVO when my account is in credit?

  • March 17, 2017
  • 81 replies
  • 31967 views

My balance is around £400 in credit, my annual usage is around £1000.

My most expensive winter bill was less than my monthly DD.

Why do you refuse to refund?

 

 

Cancel That... Ive just persuaded it to give me £300 back

Best answer by

Updated on 14/08/25 by Abby_OVO

 

Sorry to hear you’ve had some trouble when requesting a refund via your online account or OVO app (download for Android or iOS).  Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate.

 

If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s Direct Debit amount in credit, you can then ask for a refund via the ‘Payments’ page on the online account:

 

Exact appearance may vary

 

On the app, you can do this via the Bills section and then ‘Request a refund’.

 

You can apply for a refund of up to £500 online and the balance will return to your bank account in no more than 10 working days (in most cases it will be within 4 working days). Find out more about requesting a refund online on this great guide:
 

 

If you’d like more credit refunded than this, you can contact our Support Team who can initiate refunds up to £2,000. Please note, if the refund is over £599, we’ll need to check the account has been billed to smart/actual meter readings and request photos of the meter. 

 

If you’re on a fixed rate tariff, you’ll still be required to keep one month's worth of direct debit as credit in your account. If you’re on the Variable tariff you aren’t required to leave any credit on your account, although it is advisable.

 

Hope this helps get that important credit back to you! :slight_smile:

 

OVO member but not got a smart meter yet? - Book today!

 

Interested but not yet an OVO member? - Check out our plans!

81 replies

Show previous replies
Shads_OVO
Retired Moderator
Shads_OVO
Retired Moderator
July 8, 2024

Hi @Vamatex,

 

I’m sorry to hear this. 

 

As our forum volunteer Blastoise has mentioned, it may be worth trying to contact the team via webchat or by phone. The team should be able to look into this further for you. I’m afraid we don’t have access to accounts via the forum so we’re unable to do this here.

 

Please let us know how you get on.

M
Newcomer
Millie
Newcomer
July 10, 2024

I have now received my refund. Thank you all for the advice.

Shads_OVO
Retired Moderator
Shads_OVO
Retired Moderator
July 11, 2024

Hi @Millie,

 

Glad to hear you’ve managed to get that sorted!

T
Newcomer
tonyx1302
Newcomer
April 17, 2025

How to get a credit refund 

Blastoise186
Super User
Blastoise186Super User
Super User
April 17, 2025

Hi ​@tonyx1302 ,

The fastest way is via MyOVO at https://my.ovoenergy.com or via the OVO Energy app.

Alternatively, you can contact Support via https://ovoenergy.com/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!
T
Newcomer
tonyx1302
Newcomer
April 17, 2025

Sorted! Many thanks.

K
Newcomer
KEY55
Newcomer
September 11, 2025

I have sent meter readings this evening and my account says I am over £4,000 in credit. I have followed all the steps to request a refund online and have found they will only refund £1,000.        Digging around on this forum and in FAQs, I have seen that even if I phone tomorrow, the agent on the phone can only refund £2,000. I would want double that. I would appreciate any advice for what to do in advance of making a call tomorrow. Could I just request  refund for £1,000 4 times? Many thanks.

Blastoise186
Super User
Blastoise186Super User
Super User
September 11, 2025

Hi ​@KEY55 ,

Are you ABSOLUTELY SURE you really want to do that? I’m just curious, but what is the reason for wanting a refund? That’s a huge refund and I want to make sure you know what could happen if you took it.

If you’re absolutely certain this is what you want and you understand the potential impact on your account, there are ways to do this. You’ll have to basically request it over the phone and go through a verification process. OVO can do giant refunds, but they have to do a bunch of checks to make sure it won’t hurt you in the long run.

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!
Firedog
Super User
FiredogSuper User
Super User
September 11, 2025

You should be able to take £2000 with a phone call tomorrow. You’ll then have to wait until after the weekend to take the rest, also by phone. If you’re on a fixed-rate plan, you’ll have to leave one month’s DD amount in the account after the refunds are paid out.

Please come back and let us know how you got on.

 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
C
Rank 2
costeek
Rank 2
September 12, 2025

Hi ​@KEY55 ,

Are you ABSOLUTELY SURE you really want to do that?

Why not? It is their money. I’m curious what consequences are you talking about?

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