Hello. Has anybody else noticed that the app is not updating with your current balance, whether credit or debit? App has been deleted and reinstalled. Customer care is aware of this issue but it’s been two weeks now.
Solved
Why is the app not updating with my balance?
Best answer by Chris_OVO
Updated on 18/08/25 by Emmanuelle_OVO:
Hey
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:
- Open the App Store.
- Tap the My Account button or your photo at the top of the screen.
- 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: - Open the Google Play Store app
- Tap your profile icon in the top right corner
- Tap Manage apps and device
- Tap the app you want to update
- 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
Hi
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.
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?
+4Hey
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?
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.
Hi Abby. The problem of my meter not updating appears to have resolved itself.
@John18551
+4Hey
This is really great to hear! If you ever have any other issues please do feel free to stop by the Forum any time.😊
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