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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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435 Topic threads
B
New Member***
bellevueaceNew Member***
Posted in My account
Is my Direct Debit with OVO Energy set to a fixed amount, even with smart meters?

As a new customer and one who has normally paid my bills quarterly I have a question as regards to the direct debit method. I was under the impression that your monthly payment can change for example if you use more energy, I was also under the impression if you used less than what you pay monthly that difference gets refunded. Well ive only had two bills, the first one because of being a new customer was a fair bit short of my monthly debit amount but the full amount was taken, now for this month I received an e-mail asking for my meter readings which I submitted, on checking my account I notice it said as I had not submitted my meter readings they had used an estimate, then underneath it had my submitted readings which were less. The correct monthly amount was taken out in this instance but it shows my account as £69.00 pounds. So is this amount an overpayment from the first month plus the difference between the estimate and reading for the second month? If so I thought this got re-c

1179826
Blastoise186
Plan Zero Hero
M
New Member***
missussimoaNew Member***
Posted in My account
Is there a cheapest time to use the washing machine to use less energy?

When is the cheapest time to use the washing machine to save energy electricity

17001
BPLightlog
Plan Zero Hero
H
New Member***
HelpwithOvoNew Member***
Posted in My account
How do I set up an online account as a new customer?

Trying without success to set up an online account with OVO for the first time.Never had an online account with SSE Energy or OVO and have never given SSE Energy or OVO an email address.Despite this, all avenues I’ve tried insist on me giving ‘the email address that’s linked to your OVO or SSE energy account’  aaaarrrrrggghhhh!Phoning is really difficult as I’m hard of hearing and I also have limited concentration (ie can’t hold for long in a phone queue even with help).if anyone has encountered these  problems and knows how to overcome them them please let me knowThank you very much  

100816
Blastoise186
Plan Zero Hero
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How to switch between multiple accounts on your online OVO accountTutorial

Updated on 26/02/25 by Ben_OVO: Enjoying the benefits of managing your account by logging in to your online account or OVO app (download for Android or iOS) but have multiple accounts? As long as both accounts are on our new online platform you’re able to toggle between the accounts you’re viewing. Simply click ‘Account’ at the top, then ‘Select account’, and you’ll be able to choose which account to view. Exact appearance may vary Not seeing this option? It might be that your accounts aren’t linked under the same customer identity. Our Support Team can link together any multiple accounts you may have. If you do have multiple accounts that aren’t linked, you’ll be able to log into them individually using the separate email addresses assigned to each account. Most people find it easier to have all their accounts linked under the same email address and identity. Please be aware that the mobile phone images shown above are what you’d see when using your online account via your device’s in

353751
M
New Member*
D
Carbon Cutter***
Dale12Carbon Cutter***
Posted in My account
I’ve taken over the account of a relative that’s passed away. Do I get their credit refunded into my account?

Can someone please tell me where I go from here ?  My sisters died  ( 7th June) leaving her account  £500 in credit,  so I phoned ovoid up to explain this they said " we will move the direct debit into your name then we will move the refund into your account, its the 7th of August now so for the second time I've been on the phone to ovo and they have sent my refund into my dead sisters account and there is nothing they can do  !! There must be something they can do?

83611
Emmanuelle_OVO
Community Manager
RavenWolf
New Member***
RavenWolfNew Member***
Posted in My account
Standing charges for two meters, one of which isn't used, can i get a refund?

Halo, I have two electric meters, one for standard electricity, ie sockets and lights, the other for detestable storage heaters which I haven't used in 8yrs as they are too expensive to run. I use a small plug in oil filled radiator in the colder parts of winter to heat the one room and this is enough so I don't freeze. My question is I am being charged over £18 a month for a meter that hasn't counted any usage in all these years, I'd like a refund of that standing charget? I live alone on a disabled pension and cannot afford to be paying for things I don't use and don't want. If I could afford to get more practical heating that wouldn't cost a fortune to run I would have done so long ago and no I don't want unSmart meters thank you :o) Raven

6872
RavenWolf
New Member***
J
New Member***
JohannaNew Member***
Posted in My account
I have 2 electricity meters - how can I get this put onto a single supply?

I have just moved into a house and Ovo is my gas/electric supplier.  The house used to have an annex and has 2 electricity meters.  I have received 2 bills, one for gas/electricity for the main part of the house and one for electricity for the annex.  Unless there is any benefit to having 2 meters, how do I go about putting the supply onto a single meter so that I only receive one bill?  I don’t plan to let the annex out and it is part of the main house.Thank you.

70644
M.isterW
Carbon Catcher***
O
Carbon Cutter****
Officer_CrabtreeCarbon Cutter****
Posted in My account
My new home has a Total Heating Total Control (THTC) system. How do they work?

Hi all, I’ve just come here from the MSE forum having been told that the meter system for an aberdeenshire council rented property I will be moving into soon is THTC.This huge bundle of cables and boxes is truly terrifying to me. I’ve been looking at things regarding economy meters and THTC on the internet tonight and it all means absolutely nothing! Add to that, the solar panels on the roof and it just becomes an even bigger mess. Apparently Octopus are the current supplier... So I was wondering if anyone can help me understand this whole system before I move in in a couple of weeks time. Especially regarding how and what gets replaced to convert it to a (hopefully!) simpler smart meter system.Most importantly, what do I do when I move in? Thank you in advance. Officer_Crabtree

726458
BPLightlog
Plan Zero Hero
S
Carbon Cutter****
SohowestoneCarbon Cutter****
Posted in My account
Different supply and billing address - how can I update the billing address?

My parents live in their own house but are getting on and have found dealing with everyday bills confusing.  For the last few years I have been having the bills sent to me and I would pay them on their behalf with SSE.Since the change to OVO this sending of bills has stopped and I am not sure where the bills go (my parents say they are not going to them!)It would be good if I could have the bills sent to me again so I can pay them - but not change the supply address. I know I can see the bills online but this is not what I want.I can’t see how this can be set-up on-line.Is it possible?

84510
S
Carbon Cutter****
R
New Member***
RachealNew Member***
Posted in My account
What should I do with a large credit that's appeared on my account without warning?

In January my account suddenly had a creditvl of £1600 when I should have been in credit by £400. I looked at my online bills which had become minus figures. I did report it and a couple of times since. Ovo can't give me a time frame of when my account will be sorted. Has anyone else experienced this? Racheal

5732
Tim_OVO
Community Manager
B
Carbon Cutter***
BayleyPCarbon Cutter***
Posted in My account
Do I need different sign in details for OVO Energy online and OVO forum?

I have sign in details for Ovo Forum but when I try to sign in to Ovo account, it says wrong details so my question is do I need 2 sets of sign in details?  thanks. 

1172
B
Carbon Cutter***
A
New Member*
AmandaagarNew Member*
Posted in My account
Why is my gas meter beeping?

Why is my meter beeping? It’s driving my dog mad and she won't come into the house.  

5081810
Abby_OVO
Community Manager
L
New Member*
L BiggsNew Member*
Posted in My account
Gas supply to our flat has been disconnected awaiting repairs. Do I pay standing charge during this time?

The gas supply to our apartments has been disconnected awaiting repairs.  Do I have to pay standing charge during this period?

5742
Emmanuelle_OVO
Community Manager
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How to update your contact details on the OVO appTutorial

Updated on the 10/03/25 by Ben_OVO: Recently changed your phone number or email address and need to update the details we’ve got logged on your OVO account? We’ve made it much easier to do this yourself on the OVO app (download for Android or iOS), here’s how. Step 1 On the home page click on the icon of a person (top right) as highlighted in red below: Exact appearance may vary Step 2 Click on ‘update details’ at the top of the screen. Exact appearance may vary Step 3 Click ‘Change’ next to the contact details you wish to change. Exact appearance may vary Step 4 Enter the new details and click ‘Update me!’ Exact appearance may vary If you experience any issues doing this, you can contact the Support Team who’ll be able to help.

203438
Tim_OVO
Community Manager
B
Carbon Cutter*
bjw0953Carbon Cutter*
Posted in My account
Wrong name on cheque refund - what can we do?

I have recently moved and my daughter is now paying for OVO energy at my old address.I was told I was due a cheque for a refund.I received a cheque this morning, but it is in my daughter’s name, not mine.How do I solve this?

4254
B
Carbon Cutter*
M
Carbon Cutter***
MikeySparkCarbon Cutter***
Posted in My account
Energy costs no longer showing on my app

Until a few days ago my OVO App displayed both my electricity usage in kWh and the cost of the energy used daily/monthly etc. I was able to toggle between kWh and £ as required, however this feature is no longer displayed and I can only view abbreviated information in kWh only.I have re download the app on both my iPhone and iPad but to no avail. Is there a bug in the app?As I live in a rural area with no gas supply, being able to monitor my usage costs is important. Unfortunately, my smart meter display stopped working many months ago, and despite numerous emails, sending photos and endless phone calls no replacement was forthcoming.  Please help, I’m getting very fed-up now! Thank you. 😊

305972
Emmanuelle_OVO
Community Manager
S
New Member*
SwitcherNew Member*
Posted in My account
Is maintenance of existing isolation switch mine or OVO's responsibility?

My electrical supply regularly trips but it is only the main isolator switch that trips not any RCDs in the consumer board.I am told that the existing isolator switch is probably faulty and OVO consider that this is chargeable item.Surely OVO have a duty of care to replace their own faulty equipment? I do not own this and it is existing equipment- is this correct that I should pay?

2341
Blastoise186
Plan Zero Hero
V
Carbon Cutter*****
VamatexCarbon Cutter*****
Posted in My account
Standing charge price cap July 2023

Hello It should be obvious but what is todays daily standing charge for electricity only?Just the pence per day that I can be charged pre tax.Thankyou Vamatex

2401
BPLightlog
Plan Zero Hero
R
Carbon Cutter*
robertwinesCarbon Cutter*
Posted in My account
Paid referencing incorrect OVO account number and now payment not added to account?

I payed a bill of £87.36 via Santander on 20-2-2023.which went into the wrong account number.Since then you have told me to sent a copy of the bank statement,which i did,on 6-5-2023.to 1 Rivergate,Temple Quay,Bristol,BS1-6ED…. Which Adam siad you have received,But on a new bill today...the amount is still on..Also a fine of £10 for non payment. This is now going on for nearly 5 months.Which Ovo have sent.I am in Bad credit… I have rang 5 times..but getting nowhere.Hope you will be able to help.

3479
Emmanuelle_OVO
Community Manager
J
New Member***
jdenverNew Member***
Posted in My account
Have my annual usage but it's not broken down into Economy 7 off peak and peak?

I have my annual usage for electricity but the usage is not broken down into Economy 7 (off peak) usage and peak usage. How do I find this out. I have a 1st gen smart meter.

571
Firedog
Plan Zero Hero
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
posted in My account
Sort out the regular issue of new customers not being able to easily give opening meter readings

This is a relatively common issue on the forumNew customers struggling to provide opening meter readings. Definitely doesn't give a good impression for new customers. Surely a better mechanism can be put in place and included in any email etc. sent to new customers? 

14513
Jeffus
Plan Zero Hero
J
New Member***
JaniceWNew Member***
Posted in My account
Meter reading submitted to Online Account needs to be validated?

I have just submitted my gas meter readings and they say it needs to be validated. Why? There is less usage than normal as i am cutting back (like everyone else). Also mild in the SE so that means it is also lower than last year. Why do they not believe me.

4228
J
Carbon Cutter**
M
Carbon Cutter****
Mr UnhappyCarbon Cutter****
Posted in My account
OVO billing and the Price Cap

So OVO are still over charging above the price cap. when you question this the chat service cuts you off. So we are unable to complain to OVO. We can’t move away from OVO as the energy companies are not competitive and are running a closed shop and hard luck on customers this is a complete fiddle between energy companies and Ofgem to extract as much money as they can from customers. 

81128
Jeffus
Plan Zero Hero
P
Carbon Cutter*
PetefredCarbon Cutter*
Posted in My account
Renewal options show the fixed plan with boiler cover is the cheapest, can I take this deal without the boiler cover?

I hope someone may be able to help all their webchat operatives are busy. My existing plan is ending soon. I've had an email from OVO stating the best deal is a 2 year plan with boiler cover for £344/month, can I take this deal without the boiler cover? Also I've been quoted 150/month for a variable contract, which is attractive as it saves £200/month. Obviously with rates increasing this will increase. Any observations would be greatly appreciated 

108221
Abby_OVO
Community Manager
R
New Member*
Robert W SNew Member*
Posted in My account
Do we qualify for Government's ECO4 scheme 2023 for home insulation?

I would like to know if we as pensioners will we qualify for a grant to wards loft insulation  our house is in Surrey and our Council tax band is “G” This I’m sure would help reduce our heating bills if we qualify.. 

215530
M
New Member*

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