Updated on 05/09/25 by Emmanuelle_OVO:
How can I apply for a refund on my online account or OVO app?
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 by logging in to your online account or OVO app (download for Android or iOS).
If you’d like more credit refunded you can contact our Support Team who can initiate refunds up to £2,000. If the refund is over £599, we will need to check the account has been billed to smart reads, or actual meter readings if your meter is still traditional, and request photos of the meter.
How often can I apply for a refund?
For technical reasons we can only process one refund request for every 24 hour period so if you’ve made a mistake or need to make another refund request you’ll need to wait 24 hours.
I’ve just received my monthly summary and see I’m in credit - Why has my refund request failed?
Before we allow a refund of any credit you’ve got in your OVO account, we first need to make sure that your account balance is accurate. To apply for a refund you need to:
- Have been paying by Direct Debit for over 90 days.
- Have enough credit to cover your bills – we recommend keeping at least 3 months’ worth of Direct Debit payments as credit.
- Not be currently switching to another supplier – any credit we owe you will be refunded once your account is closed.
- Have sent us a meter reading in the last 28 days for all fuels on your account.
- Have paid at least two Direct Debits into your OVO account.
Find out more about our refund policy.
If you don’t have a smart meter, make sure you’ve submitted a meter reading in the last 28 days. If you’ve done this and are at least three month’s Direct Debit amount in credit, you can then ask for a refund via the ‘Payments’ page of your online account, or the ‘Bills’ section of the OVO app (download for Android or iOS).
If you’re seeing an error message when you believe you’re eligible for a refund, reach out to our Support Team who can investigate the issue and apply for the refund manually if possible.
Where’s my final refund?
Usually when you switch suppliers, we’ll receive the information we need from your new supplier and issue a final statement within 6 weeks of your switch date. If you’ve got a credit balance, once the final statement has been issued, this’ll be automatically refunded and be back in your bank account no longer than 10 days after you get the final statement.
More info on this process in the video below:
Occasionally a final statement might be delayed which means your refund may take longer than expected. If you’ve still not received a final statement and it’s over 6 weeks since your switch, reach out to our Support Team, who can check what’s caused the delay and may be able to offer a partial refund in advance of your final statement.
Hope we’ve covered all your refund queries!
Got a question not covered by the FAQs? - Comment below and our community members may be able to offer some more advice.
