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Ovo_user
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February 28, 2025
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Is there no longer a confirmation email after paying bill by card?

  • February 28, 2025
  • 7 replies
  • 403 views

I used to receive a confirmation email after paying the energy bill by card. However, I am no longer receiving this email - didn’t get it for the past 4 payments at least, so it’s not a temporary issue. I can see the payment correcly listed in the current billing period, showing that it went through, but no email (also checked the SPAM folder). A previous answer to this topic mentioned the communication preferences set in my account, but there’s nothing there about these emails, and I do get all other emails by OVO. Any idea why this happens? I’d really prefer receiving an immediate card payment confirmation to avoid problems.

Best answer by Abby_OVO

Updated on the 26/08/25 by Emmanuelle_OVO:

Hey ​@Ovo_user 

 

Apologies for the confusion, I’ve checked this with our teams and they’ve actually confirmed that we stopped sending email confirmations for card payments some time ago. You should see a screen similar to the one below when you do complete a payment. 

 

If you don’t see the above screen, there may have been an issue with the payment and we’d suggest then getting in touch with the Support Team. 

 

We’ve taken the other topic away to have updated in line with this information. I’m sorry again for any confusion caused.
 

 

7 replies

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Ovo_userAuthor
Rank 3
March 2, 2025

Just following up on this: is it possible that you ONLY get an email receipt when making a top-up payment throught your account, but not when clicking on “Pay balance now”?

Also, the third-party site used for card payments sometimes returns a random error message after submitting the payment details, so you’re left without knowing whether to try again or just wait to see if the payment went through -- another reason why an immediate email receipt would be essential !

Abby_OVO
Community Manager
Abby_OVO
Community Manager
March 4, 2025

Hi ​@Ovo_user 

 

Sorry to hear about this.

 

I’ve taken this away to double check with our teams but it sounds like it may depend on your marketing preferences as to whether you’ll receive email confirmations about this. You should always be able to see the payments reflected on your online account though. See the topic below for more details:

 

 

I’ll pop back if I have any further information to clarify this. 

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    Ovo_userAuthor
    Rank 3
    March 4, 2025

    Thank you for your reply. However, my communication preferences are on and I receive all marketing emails from OVO, so that is not what’s causing the problem. I would need to receive an email confirmation for the reason stated in my previous message (unreliable third-party site for card payments), and just seeing the payment reflected in the account doesn’t help.

    Abby_OVO
    Community Manager
    Abby_OVOSolved
    Community Manager
    March 4, 2025

    Updated on the 26/08/25 by Emmanuelle_OVO:

    Hey ​@Ovo_user 

     

    Apologies for the confusion, I’ve checked this with our teams and they’ve actually confirmed that we stopped sending email confirmations for card payments some time ago. You should see a screen similar to the one below when you do complete a payment. 

     

    If you don’t see the above screen, there may have been an issue with the payment and we’d suggest then getting in touch with the Support Team. 

     

    We’ve taken the other topic away to have updated in line with this information. I’m sorry again for any confusion caused.
     

     

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      Ovo_userAuthor
      Rank 3
      March 4, 2025

      Thank you for clarifying. However, the confirmation screen above with no details at all on the payment is rather useless, and I would much prefer to receive an email confirmation. I don’t quite understand why these confirmations have been stopped, it’s customary for all online payments to send an email to confirm the transaction, also for future record and reference.

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      Ovo_userAuthor
      Rank 3
      March 5, 2025

      Any chance to reinstate the confirmation email for card payments please? I’m just not too keen making a card payment through a third-party site that doesn’t send this confirmation. I hope you can take customers’ feedback into account.

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      March 6, 2025

      Hi ​@Ovo_user 

       

      Reinstating them isn’t something we’d be able to do here at the Forum or the Support Team unfortunately. I have taken this away to feedback to the relevant teams. You can also raise feedback with the team via a complaint, you can find out more on the topic below, and on the dedicated webpage here;

       

       

      Sorry again for the inconvenience of these emails stopping but the feedback is being raised.

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      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd