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Best answer by Chris_OVO

Updated on 14/07/26 by Abby_OVO

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:
  1. Open the Google Play Store app
  2. Tap your profile icon in the top right corner
  3. Tap Manage apps and device
  4. Tap the app you want to update
  5. 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.

 

There are a couple of other helpful topics around smart meter data, and this also causing some updating issues. It could be that the meter data hasn’t been updating so please also check those out below:

 

 

Let us know how you get on and if that still doesn’t work we can take this away and ask our app team to look further into it! 

31 replies

Peter E
Super User
Peter ESuper User
Super User
August 2, 2024

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.

Reducing my yearly fossil fuel usage with an EV (-900 litres petrol), A2AHP (-8,700 kWh gas) and Timed Immersion heater (-1,500 kWh gas)
D
Rank 2
djshieldsAuthor
Rank 2
August 2, 2024

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. 

 

Peter E
Super User
Peter ESuper User
Super User
August 2, 2024

@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

 

Reducing my yearly fossil fuel usage with an EV (-900 litres petrol), A2AHP (-8,700 kWh gas) and Timed Immersion heater (-1,500 kWh gas)
    D
    Rank 2
    djshieldsAuthor
    Rank 2
    August 2, 2024

    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. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    August 2, 2024

    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.

    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!
    D
    Rank 2
    djshieldsAuthor
    Rank 2
    August 2, 2024

    Thank you, Blastoise. 

      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      August 2, 2024

      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! 

      Renewable energy jokes never get old.
      D
      Rank 2
      djshieldsAuthor
      Rank 2
      August 2, 2024

      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. 

        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        August 2, 2024

        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.

        Renewable energy jokes never get old.
        Blastoise186
        Super User
        Blastoise186Super User
        Super User
        August 2, 2024

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

        Thanks!

        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!
        Show more replies
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