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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

Show previous replies
M
Newcomer
MadMooLeah
Newcomer
September 13, 2024

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

Abby_OVO
Community Manager
Abby_OVO
Community Manager
September 16, 2024

Hey @MadMooLeah 

 

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

Currently Playing: She's Electric
M
Newcomer
MadMooLeah
Newcomer
September 16, 2024

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

Chris_OVO
Community Manager
Chris_OVOSolved
Community Manager
September 17, 2024

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! 

Renewable energy jokes never get old.
J
Newcomer
Jason234
Newcomer
November 20, 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! 

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 

Shads_OVO
Retired Moderator
Shads_OVO
Retired Moderator
November 21, 2024

Hi ​@Jason234,

 

I’m sorry to hear this.

 

Have you already tried the steps above? Let us know and I can take this away to ask the team if you have already.

 

J
Newcomer
John18551
Newcomer
June 3, 2026

My gas balance (in the mobile app) only updates when I top up and then remains the same and does not update until I top up again. My electricity balance, on the other hand, refreshes at least once a day so I know approximately how much credit I have. Why does my gas balance not update like my electricity balance does? 

Abby_OVO
Community Manager
Abby_OVO
Community Manager
June 4, 2026

Hey ​@John18551 

 

Sorry to hear about this, that does sound a little odd, even if the gas is typically slower at showing the balance changes etc, I’d still expect more regular updates than only on each top up. 

 

Does the balance update accurately on the IHD and/or meter? 

 

I’m also wondering about the app itself, would you be able to share a screenshot of the app icon you have downloaded currently?

Currently Playing: She's Electric
J
Newcomer
John18551
Newcomer
June 4, 2026

​@Abby_OVO 

Thank you for replying, Abby. My IHD accurately shows readings but only for my gas meter, I don't have currently have an IHD that shows both gas and electricity, but have to use the wall-mounted electricity meter outside if I want to obtain an up-to-date electricity meter reading. 

I downloaded the latest app recently and here is a snapshot of my current gas and electricity meter readings. As you can see, only my electricity meter is updating.

 

J
Newcomer
John18551
Newcomer
June 5, 2026

​@Abby_OVO 

Hi Abby. The problem of my meter not updating appears to have resolved itself.

@John18551

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