Hi ​@Elenasurugiu477 ,

Please talk to OVO directly about this. Contact details are at https://ovoenergy.com/help .

Thanks

Hey ​@Elenasurugiu477 

Sorry to hear this, I’m glad one of our volunteers has already stopped by with some great advice as contacting the Support Team will be the next best step here.

Based on what you’ve said it’s hard to know the reason, and without access to accounts we won’t be able to know for sure. We’ve got a couple of different topics which may also be helpful:

Let us know how you get on.