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Question

Why can I not reduce my Direct Debit even though my account has a high credit amount?

  • March 3, 2026
  • 2 replies
  • 53 views
L
Rank 2

Hi there

Looking for some advice please. I have built up quite a lot of credit - so had been hoping to reduce my Direct Debit, so that some of this credit can be used up. However, I have been unable to reduce the direct debit online. I keep getting the message “sorry we are unable to show you a payment recommendation right now”. . . . I’m wondering why this is:- Would it be because OVO mistakenly allowed an Erroneous Energy Transfer to happen to my electricity account in October last year, and it has only recently been returned to me in the last month or so? . . . Also, I had quite a high credit amount in my account before this Erroneous Energy Transfer happened. However, it looks like the credit has increased. Why would this be happening? Thanks

2 replies

Firedog
Super User
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  • FiredogSuper User
  • Super User
  • March 3, 2026

There are always many safeguards built in to online features like the one you’re trying to use, and they’re more robust when money’s involved. If you’re stymied by an online process in your OVO account, Support can usually do what’s necessary by hand. Give it a try ... 

Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
    Abby_OVO
    Community Manager
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    • Abby_OVO
    • Community Manager
    • March 4, 2026

    Hey ​@LizzyFrostie 

     

    I’m glad to see Firedog has already stopped by with some really helpful advice as to contact the Support Team to help here.

     

    It does sound like that previous Erroneous Transfer could be causing that, but we can’t be sure here at the Forum as we don’t have access to accounts here. I’d definitely also recommend contacting the team so they can check that, and manually process a refund with you. The online system, as Firedog mentioned, does have additional safety measures that the team aren’t restricted to.

     

     

    Do let us know how you get on.

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