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Rank 1
Howell Edwards
Rank 1
October 6, 2021
Solved

Why is there a difference between the balances on my monthly bill and app / online account?

I have always been aware of the Balance showing on the Homepage of the OVO Website and the Credit showing on my monthly billing. At he beginning of Setember the credit showing after my new bill was £67.53 but the balance showing on the homepage was £104.65. Since I have been aware of this for some time I took a screenshot of my homepage for proof. At the beginning of October my credit was £65.41 with my balance showing the same. They have now been realigned with a subsequent loss to me of £35.00. I confirmed with an OVO advisor yesterday that others had also noticed this so I am posting this to make others aware of this irregularity. I have a complaint outstanding with OVO but not answered. Has this happened to other OVO customers.?

    Blastoise186
    Blastoise186Best Answer
    Super User
    October 6, 2021

    Updated on 18/08/26 by Ben_OVO

     

    I think I know what’s probably happening here. It’s worth noting that unlike other suppliers, OVO has the billing platform set up to do real-time balance updates whereas most other suppliers only update the balance after you make a payment, get a refund or a bill is generated. This might explain the discrepancy you’re seeing - don’t forget to check the Billing History tab as well, since this has a lot of transparency as to exactly what’s happening at any given time.

     

    The following events (among others) can cause your balance to increase:

     

    • Top-Up Payments
    • Monthly Direct Debits
    • Warm Home Discount
    • Billing corrections to fix overpayments
    • Manual corrections by OVO’s Support Team
    • Manual intervention by OVO
    • Reimbursements (such as after a complaint is resolved)
    • Guaranteed Service Standards
    • Or as required by the terms of your contract

     

     

    The following events (among others) can cause your balance to decrease immediately upon triggering:

     

    • Meter Readings of any kind - including Estimated, Manual, Smart or via the Support Team
    • Daily Standing Charges
    • Bill generation
    • Add-Ons like OVO Foundation or OVO Beyond (exception: OVO Drive Anytime, which is a free add-on)
    • Refunds - but these will go back to your bank account
    • Failed payments (like a bounced Direct Debit)
    • Billing corrections
    • Charges
    • Manual intervention by OVO - only used if absolutely necessary

    I hope this helps. Please let the Support Team know if you still think some of your account balance is missing and they’ll be happy to investigate. 

     

    We’ve got more details on how our live billing platform works over here.
     

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    Rank 6
    Infiltrator
    Rank 6
    October 22, 2025

    Another 20 minute call to support to ask why I can't request a refund, at least this time I have an answer.

    The system that processes refunds had had an issue since 7th October, upshot of this is that customers with smart meters can't request refunds just now and the only way support can help just now is to post out a cheque, I declined and said I'd look again next week.

    This might be the final straw for me with OVO, I've been through the whole THTC/RTS saga, a successful ombudsman case to get away from THTC, 6 months billing chaos till the THTC tariff to standard tariff was resolved. I really did think things had settled down, but seemingly not.

    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    October 22, 2025

    Hey ​@Infiltrator,

     

    It looks like the Support Team offered you the option to receive your refund by cheque, which should help sort everything out! By the time you check again next week, you could even have received the cheque and be able to cash it at your bank. It's something to consider!

     

    I’m really sorry for the hassle you've had with getting your refund. I hope everything gets resolved for you soon! If you need any more help, just let us know.

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    Newcomer
    Debbiec63
    Newcomer
    September 20, 2026

    Why is the balance from my app, IHD and online account different. 

    Nukecad
    Super User
    NukecadSuper User
    Super User
    September 20, 2026

    Is this a PAYG meter or a Credit meter?

    It would be helpful if you could post photos/screenshots of what you are seeing in each of the IHD/app/online portal.

    I said, Hey - Watts going on.
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    September 22, 2026

    Morning ​@Debbiec63 and welcome to the OVO Forum community.

     

    Is this issue still persisting? It would be great if we can get some photos / screenshots as ​@Nukecad has asked for - just make sure that any screenshots of your app / online account don’t include any security info like your address or account number.

     

    I’m going to assume that you may be a PAYG customer - please let me know if this is incorrect. When you wrote this post, had you recently topped up the meter? If so, it can take a while for the top up to register on your meter, your IHD, and app / online account, and the balances shown in these different places will update at different times. If you’d recently topped up, please could you check everything again today and let us know if it’s all looking ok?

     

    If everything is still incorrect, I’d recommend turning your IHD off and back on again, and set it up as close to the electricity meter as possible. Please also delete the app from your device and reinstall it, so that you’ll be on the latest version. Please also ensure that you’re on the new app. You can find out how to log in, and navigate the new app / online account via this guide:

     

     

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      Rank 2
      costeek
      Rank 2
      September 29, 2026

      My IHD is never correct displaying £, because it has wrong tariff data. It’s never updates on its own.

        Rank 2
        costeek
        Rank 2
        September 29, 2026

        It was an impulsive comment. Even though my IHD never displays the correct £, it’s the monthly payment tariff. I was going to delete it, but there is such an option.

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        September 30, 2026

        Hey ​@costeek 

         

        It was actually a fairly valid point to add on, it’s something that can be causing a difference, but we can remove the comment if you’d like.

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