Skip to main content

My account

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

  • 655 Topic threads
  • 14,814 Comments
F.A.Q.

Questions about your energy use? Check out our handy FAQ

  • 1
  • 13
Tutorial

How does OVO Energy calculate my Direct Debit?

  • 2
  • 52
Tutorial

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

  • 2
  • 72
655 Topic threads
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

151210
BPLightlog
Plan Zero Hero
1 month ago
J
Carbon Cutter****
JoK1953Carbon Cutter****
Posted in My account
Migrated from SSE and now I have two accounts

Until September when my account was finally ‘migrated ‘ by OVO, I gave meter readings for the 2 electricity meters in my house by email as the website hadn’t been accessible since July 2023. Both meters on the one account - one serves most of the building, the other a bit added on in 1930. No problems - 2 meter readings, bit like gas and electric but instead 2 x electric. This was set up in about 2012/13.Now I’ve got 2 accounts and one is in debit and the other in credit and they want me to set up a new DD. i am incensed! OVO seem to have lost the plot!

554
Abby_OVO
Community Manager
1 month 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.

16116
Shads_OVO
Community Moderator
1 month ago
H
Carbon Cutter*
hucknalldfCarbon Cutter*
Posted in My account
Tesco offer - When will I receive my points?

Hi all. Has anyone signed up for the Tesco offer but not received their Clubcard points?I moved to Ovo in Sept 24 and signed up for this offer. Both my smart meters sent in readings in early October, but a couple of weeks later I received an email saying that I didn’t qualify as I hadn’t got a smart meter! After a call to customer services, they agreed I had, but said they’d moved my meters to daily readings (which I thought I’d already done). I presumed this action would “generate” my points, but nothing doing as yet.Just be interested to know any thoughts or similar experiences?

2459
Emmanuelle_OVO
Community Manager
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How to renew your plan on your online account or OVO appTutorial

Updated on 14/09/23 by Abby_OVO  So you’re coming to the end of your fixed plan with OVO and need to decide the best plan for you going forward? Unless you really need to chat through your options, you don’t need to give us a call in order to view the available plans, you can do this on your online account or OVO app (download for Android or iOS). We’ll email you (or send a letter if you’ve opted in to postal communications) to let you know when you’re in your renewal window. This is the 49 day grace period at the end of every energy plan. During this time you’ll be able to fix in to a new plan with us, decide to go for a variable plan - or switch away with no exit fees if you’d like.When you log in to your online account or open up your OVO app during the renewal period, you’ll see a renewal message on your Homepage, Exact appearance may vary Click on the ‘Pick your new plan’ button to see the options available, Exact appearance and plans available may vary You’ll have a view of the r

279531
Emmanuelle_OVO
Community Manager
1 month ago
R
Carbon Cutter*
richardsimonCarbon Cutter*
Posted in My account
I can't access my online account after migration

I have two accounts with OVO, which have been migrated to a new account system.  With the old system, I was able to access my online accounts by using the OVO ID (and password) for each account; however, with the new system, I now need to use my email address (and password).  My problem is that both accounts have the same email address, so I can now only gain access to one of my accounts (in other words, the system associates my email address with only one of the accounts, but not the other). As it stands, I  haven’t been receiving bills since August, so I have no idea how much electricity I have been using. Does anyone know how to resolve this problem, or do I need to supply OVO with a different email address for the second account?  Thank you.   

1097
R
Carbon Cutter*
1 month ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My account
Non-essential meter maintenance, relocation or removal - Engineering work we can arrange and job costsTutorial

Updated on 21/08/23 by Abby_OVO OVO Engineer job costs As your supplier we’re responsible for any essential repairs to your meter and any essential work (ie. replacing a faulty meter) is carried out free of charge. However we can also help with non-essential metering work. These jobs are carried out at cost but there may be a charge to you to cover our costs. Check out the list of jobs below as well as cost to get this booked in. If you would like to schedule in some on-site work, it’s best to give the Support team a call so we can make sure we discuss all aspects of the appointment. Our Support team can be contacted by phone on 0330 303 5063 between 9am to 5pm Monday to Friday.   Costs for 3-phase meters are in brackets if different from single phase. Prices below include VAT and are subject to change: Electricity   Job Type Cost Site survey (non-technical)* £106 or Free, see below Site survey (technical)** £106 or Free, see below Faulty/damaged meter exchange Free Mete

2470636
Shads_OVO
Community Moderator
1 month ago
A
New Member*
AdamFNew Member*
Posted in My account
New Electrical Connection to my garage

I have a new electrical connection to my garage installed by UKPN and have an MPAN ready for a meter to be installed as part of this new connection. OVO are my energy provider for my house so I’m starting here.How do start this process of requesting the meter?

122816
Chris_OVO
Community Moderator
1 month ago
R
New Member*
Ronnie RossNew Member*
Posted in My account
Is my energy use too high compared to the average household consumption?

Hi Just wondering if someone can help. Looking at the average household of our size ( 2 / 3 bedroom bungalow) monthly bill for an OVO customer on a google search is £49.00  l am worried that something is wrong when we are paying a monthly direct debit of £480? Any advice. We don’t think we are heavy energy users but our kWh seems inordinately high and has done for a while. 

795
BPLightlog
Plan Zero Hero
1 month ago
J
Carbon Cutter****
JANE1867Carbon Cutter****
posted in My account
Independent Supply to Private Electric Gates

Hi, Can anyone advise on how to remove supply of electric from one house and have independent supply to gates. Situation is,  we have 5 houses in a gated community. For some reason the builders ran the electric supply from one house to a meter at the gate. This has worked ok up to now, the householder is billed in normal way, takes a reading from meter at gate, works out the cost of gate usage and charges the management company (which is the 5 houses). The householder that has the supply now wants to vacate his property and while it’s empty switch off all power at his mains, leaving no power to the gates. He’s not prepared to leave the fuse to gates on. So we need to find best way to get power to the gates. We’ve looked at solar power but been advised that, looking at photos, we won’t have sufficient sun in the area the gates are. Any advice would be gratefully received, thank you

37922
Nukecad
Plan Zero Hero
1 month ago
F
Carbon Cutter****
Frustrated AFCarbon Cutter****
Posted in My account
Paying Ovo but they are not my supplier

I signed up with ovo as my gas and electricity supplier when I moved into my flat on 20/1/23. I have the welcome email to say they are my new supplier but it turns out they never switched my supply on the national database. I am now getting bills from the previous supplier of the property (utilita) for thousands of pounds of unpaid gas and electricity. I’ve contacted ovo by phone and chat and they agree that they are not my supplier and the conversation gets ended unresolved. I don't know how to proceed from here but if ovo have not been my suppliers then they owe me 20 monthly payments of £143. I’ve made every payment on time and as far as i was aware my energy bills were all paid but thanks to ovo it is *Removed by Mod*. What do I do next?Many Thanks.

14412
F
Carbon Cutter****
1 month ago
A
Carbon Cutter***
AlkanCarbon Cutter***
Posted in My account
I feel like I pay more than what app shows

Hi Everyone, I have been using Ovo long time, pay as use. Last 4 years I have smart meter and last 2 years I am using app to follow what I spend and pay. Everytime I pay more than what I see on the app but some reason every month app shows I have debt from last month! It is weird .  numbers include gas and electrci together. I am aware of increases but it is not about that. August App shows I owe £50 due to usage, I paid in £100.invoice shows £85.September App show I owe £82 due to usage ,I paid in £120 .invoice shows 102 Oct App show I owe £98 due to usage ,I have not paid and invoice is on 24th of Oct and today balance App shows £140 :)  it has been happening last 1 year like that , My usage of month much much less than invoices. I have been thinking maybe I had previous owe but I always use pay as use so not possible.  i felt like their sustem has an issue! Or their hand likes my pocket :) 

16813
BPLightlog
Plan Zero Hero
1 month ago
L
Carbon Cutter*****
LSdevonCarbon Cutter*****
Posted in My account
Energy usage app

Why does my energy usage not appear in the app some days, sometimes it's 3 or more days behind. Today again the usage for gas and electricity aren't showing. Get fed up keeping phoning up up about it. Years ago at my old house the usuage for the previous day for gas and electricity was in the app first thing in the morning. What's going on now?? 🤷 

622
L
Carbon Cutter*****
1 month ago
I
Carbon Cutter****
InfiltratorCarbon Cutter****
Posted in My account
Change of contract, all historic charges set to zero, now left with big credit.

In August this year I had a smart meter installed and moved from a THTC tariff to the single variable rate tariff. All this went well till the next bill when I’d gone from a balance of -£11 to a credit of £900! It transpires that OVO have changed all my historic bill charges to £0 and the credit of £900 is effectively the monthly direct debits I’ve paid since being moved from SSE to OVO.Support had no idea when I previously phoned last month, other than a note on my account saying it was being investigated, and my attempt this week to get an update led to nothing, the support agent told me he couldn’t escalate it any further and there was no point raising a complaint as it wouldn’t help the process? It felt like the issue sits with the billing team so support were basically saying there’s nothing they can do and no-one they can contact for assistance. My issue is that I have no idea what my correct ongoing balance is and there seems to be no process to get any escalation or update as t

1058
I
Carbon Cutter****
1 month ago
O
Carbon Cutter*****
Ovouser777Carbon Cutter*****
posted in My account
Migration to new system but still having issues with the online account

Finally after more than a year I have been migrated onto the new system. The result?Smart meter is no longer being read.There is no billing history or usage from my 12 odd years with OVO.Online dashboard doesn’t have facility to enter two readings (I have economy 7 contract) and I have to give readings manually via chat facility.I reported this to OVO via chat to give last month’s readings, was asked to supply various bits of information (WAN and HAN rate for instance) which I duly did. That was over 2 weeks ago and apart from an automated resonse I have heard nothing.

1248
Shads_OVO
Community Moderator
1 month ago
K
New Member**
keithleggNew Member**
Posted in My account
I have an Insurance claim - OVO keep sending estimated bills

Our house has been subject to an ongoing insurance claim relating to a burst pipe for over a year. In this time, we have repeatedly called OVO to inform them of this but they still keep sending estimated bills. We are told the only alternative is to have a smart meter installed, however the house is currently uninhabitable. The house has had a diversion circuit installed as the entire house needs to be rewired, and therefore a smart meter can’t be installed at present - however every time we call this is the only option being given. What help can OVO give to us? As it stands, the reading includes work which is part of the claim and the electricity bill will be paid at the end of the works, however OVO are now threatening us with debt recovery action.

382
Shads_OVO
Community Moderator
1 month ago
TomThumb
Carbon Catcher**
TomThumbCarbon Catcher**
Posted in My account
I have three meters - Why is my Monthly statement wrong again?

Hello all.I only joined OVO in March, so I’ve only had 4 monthly statements so far & every 1 of them have been wrong.As a new customer I’ve been keeping an eye on my account, just to make sure my direct debit payment covers my actual usage costs.I’m guessing I have a different setup to most, as in the fact that we have 2 gas meters & 1 electric. only 1 gas, 1 elec are smart meters.The normal view on the illustrative statement is correct up until my monthly statement has been produced, so the billing on all 3 meters is in sync. Albeit as long as a manually supply my dumb meter reading.But my actual bill so far every month has only incorporated any 1 of the meters, or 2 of the meters or even once after a phone call to OVO to let them know, it had been amended to show a combination of 2 different meters.Every month I place a call to OVO to let them know my monthly statement is wrong again & eventually OVO produces a correct statement.I’m almost certain it’s the 3 meters &

3611149
Shads_OVO
Community Moderator
1 month ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
Changing your Direct Debit date on the OVO appTutorial

Updated on 04/11/24 by Emmanuelle_OVO:Want to find out more about direct debits? Check out these handy forum FAQs:   Had a change of payday or just want to rearrange when we collect your monthly Direct Debit? You can easily get this updated on the OVO app (download for Android or iOS). Exact appearance may vary From here, head over to the ‘Payments’ tab at the bottom of the screen. Exact appearance may vary You’ll just need to scroll down slightly until you see ‘Manage Direct Debit’. Exact appearance may vary This will give a handy reminder of what date your payments are currently being taken, how much and from what bank account, as well as the option to ‘Change’, both the Monthly amount and the Payment date. Exact appearance may varySimply click, ‘Change’ next to the Payment date section, to take you into the selection menu for a new date.Exact appearance may vary Click the drop-down menu to select the date you’d prefer your payment to be made. It’s worth bearing in mind that any chan

14028
Shads_OVO
Community Moderator
1 month ago
O
Carbon Cutter****
OceantraderCarbon Cutter****
Posted in My account
Are my peak/off peak registers the wrong way round?

We have an Economy 10 tariff with storage heaters. Having been told that I owe Ovo a lot of money due to underpayment for my electricity consumption, I went back over my past 2 years of bills (since we moved in). I was amazed to see that I seem to using far more peak time power than off peak and that in the winter months the peak time consumption shoots up. This should not be the case - the storage heaters are only active off peak, and all washing and tumble-drying also being done off peak, it really looks as if we are being charged peak rates during off peak hours and vice versa. Is this possible? How can we check? i have raised this with Ovo and am waiting for their response, but I wonder if anyone else has ever experienced this?

111438
Shads_OVO
Community Moderator
1 month ago
D
Carbon Cutter*
dunks517Carbon Cutter*
Posted in My account
smart meter and online account

I had a smart meter installed in Mid September removing an old night rate meter and day meter. Around two weeks ago I was unable to access my online account. I’ve never been able to use the app and I now cannot access the online account. I have tried using every known browser known to man, different PC, tablets, Mac, phone, different locations and still can’t access it.  I had an email exchange for fits@ovoenergy.com around 2 weeks ago and haven’t received a reply.. I am sick to my back teeth of the service provided by OVO and have been met with incompetence at every turn. If I don’t hear from them shortly I’ll be going to the Ombudsman again.

664
Shads_OVO
Community Moderator
1 month ago
M
New Member*
markflatNew Member*
Posted in My account
How do I contact OVO Customer Services if I need some help?

How do i contact Ovo Customer Services - is it only through this forum?

77928173
Shads_OVO
Community Moderator
1 month ago
C
New Member**
CarlyatkinsonNew Member**
Posted in My account
How do I find out my OVO account number?

How do I find out my account number?

1651734
Shads_OVO
Community Moderator
2 months ago
M
Carbon Cutter***
MariapilanciaCarbon Cutter***
Posted in My account
I've just moved in, called up to set up an account but didn't receive a welcome email and can't log in into my online account?

Hello thereI joined OVO a week ago by phone callSince then,I haven't received any welcome email or confirmationI have tried all the steps they recommend me...reset my password,use chrome etc nothing worksAlways the same error :"No identifiers.paym in session"I contacted them to make sure all my details are correct and apparently they are but I can't access anywhereI don't even know my OVO IDI am starting to be a bit concerned aboutPlease,could you help me?Many thanks

255737
Shads_OVO
Community Moderator
2 months ago
F
Carbon Cutter***
ffryCarbon Cutter***
Posted in My account
OVO refunded me by mistake and now I have to pay it back?

Earlier this year my online OVO appeared to be in credit and I claimed a refund. Now OVO say it was a mistake and that I have to pay the refund back. Do Ofgem’s back billing rules apply in this situation?

27115
C
Carbon Cutter**
2 months ago
S
Carbon Cutter*
Steve-oCarbon Cutter*
Posted in My account
Asbestos backboard removal- Whose responsible?

Hi everyone. Has anyone been through the process of having their electricity meter successfully removed from an asbestos backboard, in order for both to be replaced?  A little context. We have an older style meter which has developed a fault (the readout has gone blank). We’ve had a smart meter installation aborted twice in the last few years with quite vague explanations as to why and no follow up. The fault in the meter has now thrown up some answers as to why the installs were aborted, but having reported the fault, we’ve been sent back and forth between OVO and Scottish and Southern with no one wanting to help or offer advice.  What is the process in these circumstances? I know the backboard is our responsibility but I can’t imagine anyone wanting to deal with the meter without the consent of the DNO? Any help would be muchly appreciated.Steve-o.

150348
Emmanuelle_OVO
Community Manager
2 months ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings