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Best answer by Blastoise186

Updated on 18/08/26 by Abby_OVO

 

Hiya @Claire88 !

 

Direct Debits are held back if the payment date itself falls on a weekend or bank holiday.

 

it should go through tomorrow morning (Monday). From there, it should show up in your OVO account by Wednesday afternoon. There’s a five day cycle that starts two working days before your payment date and completes two working days afterwards.

 

As for Bill Pending, that’s unrelated. This is just OVO’s billing platform doing some final checks before it properly commits the bill and isn’t affected by the in-progress payment.

 

 

Did this one help get things explained, @Claire88?

 

Don’t forget you can always login to your online account or OVO app (download for Android or iOS) to check your up-to date balance and whether the payment has been received. If it’s been 48 working hours since your usual payment date and the Direct Debit still hasn’t cleared, it might be worth checking with your bank. If we request the payment and there aren’t sufficient funds in your account, this will cause a re-scheduled payment 10 days later.

 

Hoping this information is helpful - Do pop back if you’ve got any further questions :slight_smile:

 

39 replies

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Blastoise186
Super User
Blastoise186Super User
Super User
May 5, 2022

Howdy!

I’m Blastoise186, one of the forum volunteers. Just need to give you a heads up that I can’t access your account though, so I can’t fix this problem myself.

I think the Support Team should be able to forcibly generate a bill for you and if needed, help you to make a payment to the account. If the reason the payment didn’t go out isn’t your fault e.g. OVO’s systems never attempted to take one, then this won’t reflect badly on your account or credit records. You’d only get a black mark if either you didn’t pay at all, or multiple payments bounced.

Could you check the Billing History though, just in case there’s a bill there?

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
L
Newcomer
lamina
Newcomer
May 5, 2022

Hi - all sorted after a call to ovo :-)

Richard

 

    U
    Newcomer
    Ub8jay
    Newcomer
    May 6, 2022

    Mine also failed to be taken and still not taken as of today.  Friday 6th. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    May 6, 2022

    Hi @Ub8jay ,

    I’ve seen your comment in the other thread just now. 

    This sounds like it might not just you affected, so I’ll go ahead and ask @Tim_OVO and @Jess_OVO if they can stop by, just to be safe.

    Thanks for bringing it up!

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Jess_OVO
      OVO Staff
      Jess_OVO
      OVO Staff
      May 9, 2022

      Just to check in following the weekend, are you still missing the latest Direct Debit payment on your accounts, @Ub8jay and @captayenolu?

       

      Let me know if so and I’ll check in with our payments team to see if there’s a known issue or this might be account-specific.

       

      Hope we can get to the bottom of this for you both.

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      U
      Newcomer
      Ub8jay
      Newcomer
      May 9, 2022

      Just checked the OVO app and my bank account and nothing showing still.  
       

      jason. 

      Jess_OVO
      OVO Staff
      Jess_OVO
      OVO Staff
      May 10, 2022

      Thanks for the update, @Ub8jay.

       

      Just to let you know I’ve raised this one to the team so will pop back when I know more. 🙂

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      A
      Newcomer
      Annoyedaswell
      Newcomer
      November 7, 2022

      Hi, this month , I cannot see my DD payment on my account - we did not use £280 worth of gas and electric last month . Plus we haven't received the £66 into the bank account despite it showing as refunded on my OVO account . 

      Any ideas please ? 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      November 7, 2022

      Hi @Annoyedaswell ,

      This sounds very account specific I’m afraid, so your best bet would really be the Support Team.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        juliamc
        Rank 20
        juliamc
        Rank 20
        November 7, 2022

        Can you post a screenshot of the recent Charges and Payments screen please? Also the ‘see details’ which gives Charges Breakdown. No personal info though! Though it may well not help !!! See above 🤦‍♀️

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