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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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640 Topic threads
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account
Thinking about removing your gas supply? Here's some advice! TutorialTutorial

Removing a gas meter and gas supply - your guide Times change and sometimes your needs do too. While you might have relied heavily on gas back in the day, perhaps you don’t use it anymore and you’ve decided to go all-electric instead. But what next?  Well, the first thing we’d strongly recommend, is please think this through very carefully, before making any solid decisions. While changing your mind and rolling back is easy if you’ve not yet made any changes, if you do commit and reach the point of no-return, there’s no going back easily. But to help you out, here’s some top tips.  Why might I want to remove my gas supply? Gas has often been very popular for both heating and cooking, not least because it’s instant and has a low unit charge compared to electricity. However, times are changing and while new technology is making electric heating and cooking a bit cheaper and more convenient, gas doesn’t really change much. It might also be that you decided to switch from a gas oven to a f

2598919
BPLightlog
Plan Zero Hero
6 months ago
H
New Member***
Hanin.alhussainiNew Member***
Posted in My account
I've been paying bills for an Unknown Occupier account, help!

Hello, I moved to a new place on Oct 2023.I was getting my bills monthly with the title Flat # occupier and I used to pay it through Revolut.2 months ago I started getting my bill under my name.Unfortunately, OVO did not take into account the monthly bills I was paying for the flat # occupier and are telling me I’m 700 pounds in debt.I called the helpline whom told me to send an email including the flat # occupier account number and proof of my payments etc. And I did. But there was no response at all and my bill is just increasing.I then googled the email to contact for OvoEnergy and forwarded my initial email and yet their was no response.Its been more than 8 weeks and I have no response and I recently got an email stating they will send me to the debt collector.I have been paying 100 pounds per month now for that account, but I’m not willing to pay the 600+ pounds from earlier that I have already paid!I do not know what more to do, if I could get any help please. It’s unfair I have

3043
Firedog
Plan Zero Hero
6 months ago
R
Carbon Cutter***
RussellCarbon Cutter***
Posted in My account
How do OVO convert gas units to Kwh on a smart meter?

The calorific value is needed by the Smart Meter to convert the volume of the gas to the energy produced by the gas Kwh. As this varies on a daily basis what value does the meter use? Is this the same value as used by the bill?

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Blastoise186
Plan Zero Hero
7 months ago
L
Carbon Cutter*****
Lucky2Carbon Cutter*****
Posted in My account
Should I take my new Fixed Rate Offer in 2024?

I've been offered a new Fixed Rate Offer, the first is the new Tariff and the second is my current tariff.I really don't know what to do🤷 

16818
Firedog
Plan Zero Hero
7 months ago
M
Carbon Cutter*****
mshealeyCarbon Cutter*****
Posted in My account
Why have OVO closed my ombudsman case but still haven't made FiT payments?

I took OVO to the ombudsman because they didn’t pay my FIT after moving my account from SSE in August 2023.  The ombudsman found in my favour and said OVO should pay by January 10th. They haven’t paid and they have closed the ombudsman case as completed. The OVO complaints department won’t talk to me as they claim the case is finished. The ombudsman has contacted OVO nine times over incomplete remedies and OVO has not replied.It is now the end of May 2024, I should have received three FIT payments but have had none. I contacted my MP a few weeks ago, but I guess he will be busy with the election. I am in despair over this. If any of you have any suggestions, or are in a similar situation I would be really glad to hear from you. 

39110
M
Carbon Cutter*****
7 months ago
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
How to request a refund on the OVO appTutorial

Updated on 08/01/25 by Emmanuelle_OVO: Notice you’ve been building up some credit on your OVO account and want some back in your bank account? You can now request a refund of some of this credit yourself through the OVO app (download for Android or iOS). Step 1 Click the ‘Payments’ tab at the bottom of the Homepage  You’ll arrive on the Payments homepage, select ‘Ask for a refund’ as highlighted below;  Step 2 You’ll be taken to this page, where you’ll be able to see your Current balance, your maximum refund amount and the minimum refund amount;  You can enter your requested amount in the ‘Refund amount (£)’ box, up to a maximum of £500 (making sure there’s still at least three Direct Debit amounts remaining in credit), and select ‘Request a refund’ when you’re ready.   Step 3 Once you’ve confirmed the amount you wish to have refunded. If successful you’ll see this confirmation page with details about that refund,   If not you’ll see this page, Exact appearance may vary Similarly, if y

566166
Emmanuelle_OVO
Community Manager
7 months ago
Blastoise186
Plan Zero Hero
Blastoise186Plan Zero Hero
Posted in My account
Have you got the OVO Energy app?F.A.Q.

Updated on 18/10/23 by Abby_OVO - Download the OVO app for Android or iOS In the age of smartphones and tablets, it’s often more convenient to grab your phone than it is to pull out your laptop. If you like to keep your OVO account up-to-date on the go, the OVO Energy app is also much easier to use on mobile than the mobile version of MyOVO. Here’s some of my own tips and advice to help you get started. What can I do with the app? Pop meter readings in, check the balance, top-up your account balance, see your usage… Quite a lot really. Pretty much the only major things you can’t do within the app are changing your tariff or contacting someone for help. And blasting the giant boulder of doom that’s chasing after you… OVO’s still figuring that last one out…  How soon can I use the app after signing up? Although you can login as soon as you’ve got your account in MyOVO, the app works best once you’re on supply with OVO. Check back soon if you’re still switching! How do I login? Easy! The

386350
Shads_OVO
Retired Moderator
7 months ago
G
New Member*
gbucklerNew Member*
Posted in My account
How can I submit a Feed in Tariff or Smart Export Guarantee reading?

Where can I access the OVO FiT reading submission form as the links in the e-mail I have been sent do not work?

3193843
S
Carbon Cutter**
7 months ago
J
Carbon Cutter*****
Jacko6625Carbon Cutter*****
Posted in My account
Does anyone have experience with OVO's boiler cover?

Is Ovo boiler cover any good?

50958
A
Carbon Cutter*
7 months ago
P
Carbon Cutter****
PeewynCarbon Cutter****
Posted in My account
Usage not in pounds on Online Account

Like many other customers I am unable to see my usage in pounds as I could some time ago. This is very inconvenient as a pensioner I keep a close eye on my usage. I have contacted customer service via phone, chat etc to no avail, all they say is that it’s been passed to the technical team who will ring me!! They haven’t and it’s been a long time now. Any suggestions?

68948
Jeffus
Plan Zero Hero
7 months ago
A
New Member*
andrewmellorNew Member*
Posted in My account
Can you speak to anyone at OVO on weekends?

I can't put in to words how fizzing I am with anger!! At approximately 7:30am this morning (a Sunday), we lost power to our home. We called out an electrician who identified the issue as being the metering equipment by the main feed into the house. After a discussion with Electricity North West, we identified that the equipment is the responsibility of the supplier - Ovo. We have a child with significant additional needs and we needed this resolving ASAP. After checking the Ovo website, I gave the Customer Services number a call, and was returned with "Thanks for calling Ovo. We record all our calls etc. We're currently closed. Our opening hours are Monday to Saturday 8:00am etc etc" So I then tried the emergency contacts provided on the website. Both useless. I retried Electricity North West who said they had a number for Ovo that they could put me through to. Great I thought, until they put me through and I got... "Thanks for calling Ovo. We record all our calls etc. W

1530366
Abby_OVO
Community Manager
7 months ago
R
New Member*
ron.strettonNew Member*
Posted in My account
How can I submit meter readings online?

I have my meter readings but cannot see how to submit them

908912
Chris_OVO
Community Moderator
7 months ago
L
Carbon Cutter*****
Lucky2Carbon Cutter*****
Posted in My account
What's this email about Power Move Flex?

Did anyone else receive this email yesterday? 

41811
Nukecad
Plan Zero Hero
7 months ago
J
Carbon Cutter****
Jon.bushby
Posted in My account
Bill saying i owe £780? Is this due to the 'Technical Error' on my account?

HiMy account has gone from being over £400 in credit to £780 in debit overnight. I’ve always been really careful monitoring my account usage and making sure my direct debit is enough if not more for my monthly usage. I have a smart electricity meter and a manual gas. I have provided my gas readings twice a month to keep an eye on my usage and associated costs.  I received the email below yesterday, im not too sure what it means. I can see 6 bills from 2022 even though I didn’t joined on December 2022.  I’m off due to having a breakdown and this is making extremely anxious. I’ve called OVO and they’re trying to tell me it’s because I’m not paying enough every month which is just a nonsense and then said it’s because I didn’t provide meter readings often enough l, again which is nonsense as I provide them twice a month.   A technical error meant we haven’t been able to send you any statements for a while. We're very sorry about this. This statement may be quite long because of the dela

220120
S
New Member***
7 months ago
F
New Member***
FivebluestarsNew Member***
Posted in My account
Has your OVO boiler service tech ever repressurised the expansion vessel ?

I ask this because in my experience they never do. In fact they’re usually out the door in less than 20 minutes. Enough time to do a basic function and safety check. That’s it.Before I took out the cover I did it myself, and it will need doing again. Most boiler manufactures advise expansion vessels to be re-pressurised at least once a year. I previously made the mistake of allowing techs to fob me off about a small weep from my drain valve. I knew this was wrong but it kind of encouraged me to stupidly keep topping up the pressure every couple of months. Eventually the weep became a heavy leak and my entire manifold had to be replaced.  The cover is great and gives me peace of mind, but the lack of proper maintenance is a bit of a disappointment.  

732
F
New Member***
7 months ago
B
New Member*
Breezy JonNew Member*
Posted in My account
Buying house. Is the owners FiT statement genuine?

I have been sent this statement [as well as two previous] as proof that the system is working. Page 2 is blank except for the header and footer. There is no address  or meter number to link to the property. Is that normal? Also this is supposed to be a years statement ie. to March 2024 but  is titled to March 23. Surely there would not be a ‘misprint’! The readings suggest one year. Hope it’s legible, my editing to mask some info. Photo of meter recently sent also attached. Thanks. 

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Shads_OVO
Retired Moderator
7 months ago
J
Carbon Cutter*
jadelCarbon Cutter*
Posted in My account
Ovo claiming they supply my mothers property when we are with Scottish Gas

Hi i am looking for some advise as Ovo are being completely unhelpful. I am dealing with my mothers estate as she passed away in September 2023.  I have all of the companies that my mother dealt with and have had all accounts put into my name as I am the executer.  We have been receiving demands from Ovo Energy for an outstanding gas balance that does not belong to us.  My mother lived in a block of 12 flats - our supplier has always been Scottish Gas.Our lawyer has been contacted now by Ovo advising we have to pay over £2000 from my mothers estate as the bills are outstanding.We have supplied photos of the gas meter at the property which do not tie in with the one Ovo is billing us from and I have contacted Scottish Gas who have sent us a code to confirm they are the supplier.I am now feeling stuck as Ovo will not accept that this is not my mothers bill.  Whilst this issue is with the lawyer (phone calls from Ovo to there office) the matter is now also billable.Where can i go from her

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Blastoise186
Plan Zero Hero
7 months ago
L
Carbon Cutter*
l_scattergoodCarbon Cutter*
Posted in My account
Why such a large increase to my recommended Direct Debit?

I find it hilarious that OVO advises me to increase my direct debit from £85 to £160+. A month on a two up two down townhouse when I switched because they were cheaper than my previous supplier. . Don’t they realise I will simply switch back . Lol  

10214332
Shads_OVO
Retired Moderator
7 months ago
A
New Member*
ArchieThomNew Member*
Posted in My account
Switched to a new tariff and I've ended up with 2 accounts, what do I do?

Our fixed 2 year tariff deal ended in April and we decided to stick with OVO on a new fixed 1 year deal. We had 2 acct numbers when we log in. The old one showing £2892 in credit but new one just opened a month showing £2475 in debit. How can this be?? 🤔🤔🤔🤔Help! veryconfused.com

2233
Shads_OVO
Retired Moderator
7 months ago
S
New Member**
susancNew Member**
Posted in My account
How do I move my feed in tariff (FIT) contract AWAY from OVO?

Our SSE FITs account has just been transferred to OVO - already we are singularly unimpressed by the ‘help’ OVO customer service have provided, and reading through the horrific stories on this forum of FITs payments being delayed by 6 months and more, we feel that we should remove our account to someone who gives a (insert expletive) about their customers. at the earliest opportunity.  We were only given a week’s notice by SSE that our account was being moved.  So, two questions: how do we shift to another FITs Licencee (we have the Offgem list and our current supplier is one of them - better the devil you know, as they say); Second, as our last payment from SSE was for the period up to June 2022, how do we get a final payment for the third quarter plus any intervening days at transfer out of OVO without having to resort to *edited by mod*

21969
H
New Member*
7 months ago
R
New Member**
russd1999New Member**
Posted in My account
Received "final bill" but I'm not leaving!

I received a "final bill" in the post from OVO and it said "sorry you're leaving". But I'm not leaving!It's addressed to "The occupier" not me personally and the account number is wrong but the address is correct. I'll call tomorrow of course when the phone lines open but it seems weird that if it's an erroneous transfer why would have a different account number at the top?

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Chris_OVO
Community Moderator
7 months ago