Hi @djshields I'm not seeing any problems with the app  (which I use to monitor a relative's account). Everything seems to be functioning as normal and I haven't seen any anomalous behavior in any of the pages. I'm hoping that @Blastoise186 is around who would probably know the right path to take this issue.

Thank you, Peter.

I’ve informed customer support and they said they’re aware of the problem.

I’ll give them until middle of next week and see how they’re getting on.

Thanks again. 

@djshields I'm pleased that your issue is being dealt with but we have the ability to unstick things if you don't feel that you are making progress with your issue. Our customer service team are very good but occasionally things can go wrong for unusual reasons and we can help out.

Peter

Thank you so much, Peter, that’s very kind of you.

If I can’t make progress next week, I will update this query.

Thank you.

David. 

Apologies for the delay - had a few other things to do in the background. I’m known for doing a lot of stuff after all!

I agree with the comments so far - this sounds like something the back office needs to dig into, so there’s not much I can do right now.

Thank you, Blastoise. 

Hey @djshields,

I’ve raised this with the team who look after the app and they’re currently aware of some issues with the app and balances not updating with a small circle of customers. They’re working on a fix and as soon as I here more then i’ll come back and update the thread! 

Thank you Christopher, very much appreciated. 
 

Don’t know if it would be related but a new change occurred in the payment screen; don’t know if this could knock out some functionality.

My app runs on iOS 17.6 (21G80).

Thanks again.

David. 

I’ll run your details and software build back to the team and as soon as I know more i’ll reach back out here! 

Thanks for making us aware.

Could you also grab the App Version and CodePush version for us? It’s under Account > App Info.

Thanks!

It’s:

App version - 19.3.2

CodePush Version - v471

Is that different on iOS? On my Android, there’s no ‘Account’ tab and no App Info - I have to click on the little person icon and then select App version details. This tells me I’m on 19.3.1 but the CodePush version is blank.

There’s no problem with my balance updating, but I wonder if there’s an app update I’m missing …

@Firedog Same 19.3.1 and no CodePush for me as well.

I run Android - the app is the same on both sides.

OK. So why do you have Account > App Info while I have {little person} > App version details? Is mine out of date?

It’s a four year muscle memory habit - kinda hard to break!

I do have the same one as you now, the OVO Beyond upgrade did that a couple of months back.

Aaah!

Hey @djshields, 

Has the issue resolved for you yet? If it’s still an issue let me know and I can follow up and get an update from the team. 

Hi, app isn't showing any balance for the gas account, I have just moved from boost, but had the same problem 

Hi @MadMooLeah ,

Most likely reason is you’ve not topped up yet. Try doing that and give it 48 hours, it should then start showing up.

I topped up both gas and electric this afternoon, I will wait 48hrs, thanks

Hey @MadMooLeah 

Have things updated for you since making those top ups? Let us know how you’re getting on.

Hi, The smart meter is updating but the app still isn't 

Hey @MadMooLeah,

Could you try a couple of things for me and if that doesn’t work I can ask for more information for you. 

• Could you check that the app version is up-to-date? If you’re on iPhone this’ll be done on the app store: 

1. Open the App Store.
2. Tap the My Account button or your photo at the top of the screen.
3. Scroll down to see pending updates and release notes. Tap Update next to an app to update only that app, or tap Update All.
   
   If you’re on Android then visit the Play Store:
4. Open the Google Play Store app
5. Tap your profile icon in the top right corner
6. Tap Manage apps and device
7. Tap the app you want to update
8. Tap Update 

Could you also make sure that your phone software is up-to-date? This’ll help us rule out any software bugs as everything will be updated. Let us know how you get on and if that still doesn’t work myself or @Abby_OVO can take this away and ask our app team to look further into it! 

Hi Chris 

Do you know if they have any news on the problem as my app still isn’t updated to show the correct balance on my phone. 
Thanks Jason