Is there no longer a confirmation email after paying bill by card?

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 !

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:

• Making a card payment on your online account or OVO app Tutorial

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

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.

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.

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.

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.