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All about your OVO account. You’ll find questions and answers about your energy use, charges, payments, refunds – the usual energy supplier stuff, in one place

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F.A.Q.

Questions about your energy use? Check out our handy FAQ

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Tutorial

How does OVO Energy calculate my Direct Debit?

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Tutorial

How to book a smart meter appointment on your online account or OVO app

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665 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Questions about your energy use? Check out our handy FAQF.A.Q.

 Sometimes, your bill can increase even if your unit rates & standing charges haven’t gone up. This could be because of changes to your energy use – for example, if you've had visitors to stay, you've made changes to your lifestyle, or you've got new appliances. Appliance use or faulty appliances Sometimes, the change might be down to an appliance in your home, not the meter itself. Before thinking about a meter test, let’s talk about your appliances.Energy-inefficient and high-use products can increase your energy use. For example, if you regularly use a washing machine or electric heaters, your usage will be high. New appliances like a hot tub or AGA can also add to your usage.If you’d like to know more about the cost of running specific appliances, you can use this calculator.Here are a few questions to help work out why your energy use might be higher: What’s type of home do you live in, and how many bedrooms does it have?  This question will give you an average use compared to

3007
M
New Member***
1 month ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My account
Here are the other ways you can let us know about a loved one's passing

 We know that when someone passes away, speaking to an energy company may be the last thing you want to do.  LifeLedger is a free online tool that lets you get in touch with us and other companies, to tell us that someone has passed away. It means you can contact multiple companies from one place. Use this link if you’d like to use LifeLedger to notify us.  You simply start filling in the form provided on the link above, and tell us directly. Once you’ve told us about a bereavement, you can then use LifeLedger to tell 100s of other companies at the same time. What happens next?Our dedicated team will be in contact to arrange a necessary transfer of the account, or to finalise the closing of the account. We know this can be an emotional time, so the LifeLedger platform is simple to use and brings everything together in one place. That way, you don’t have to worry about repeating yourself or waiting on hold.  Other ways to register a loved one's passing with OVO?By filling out this form

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Emmanuelle_OVO
Community Manager
7 months ago
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Carbon Cutter*
lookehCarbon Cutter*
Posted in My account
New connection to outbuilding, separate account, separate meter

Looking for a bit of advice on how to proceed. I’m an existing dual fuel OVO customer. My garage is not connected to my house, I can’t share services between the two buildings.I have got National Grid coming to do a new feed install, they have given me the MPAN for me to get my supplier to put a meter on.I have followed the guides here about registering for a second account with the same email however it doesn’t allow me to do so, it just changes my password for my primary account. If I try and use the + feature in a gmail email I get the account creation email through but then can’t register because I don’t have an account number for this new account.I also can’t progress via the online system to book the install with the original or the new email as once I enter in my details it tells me I’m not eligible for a smart meter (because I already have a smart meter registered at that address - the existing home meter).I have spoken to the new connection team, the person I spoke to initiall

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L
Carbon Cutter*
1 hour ago
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JANE1867Carbon Cutter****
posted in My account
Independent Supply to Private Electric Gates

Hi, Can anyone advise on how to remove supply of electric from one house and have independent supply to gates. Situation is,  we have 5 houses in a gated community. For some reason the builders ran the electric supply from one house to a meter at the gate. This has worked ok up to now, the householder is billed in normal way, takes a reading from meter at gate, works out the cost of gate usage and charges the management company (which is the 5 houses). The householder that has the supply now wants to vacate his property and while it’s empty switch off all power at his mains, leaving no power to the gates. He’s not prepared to leave the fuse to gates on. So we need to find best way to get power to the gates. We’ve looked at solar power but been advised that, looking at photos, we won’t have sufficient sun in the area the gates are. Any advice would be gratefully received, thank you

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M
Carbon Cutter*
6 days ago
M
Carbon Cutter***
martin78Carbon Cutter***
Posted in My account
final bill - Migrated balance

I got the final bill after leaving OVO. I joined a year ago after bying a new flat. The previous tenant was with OVO.  There is a row called “migrated balance”. I don’t recognize the amount and it is quite high. I always paid my bills on time. I am not happy to pay this amount, can anyone please help me?(note: my online acocunt never worked, I only got details from emails or phone calls).Thanks Martin

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M
Carbon Cutter***
4 hours ago
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AngryOVOCustCarbon Cutter****
Posted in My account
Why have Standing Charges also increased so much with the Energy Crisis?

Ovo increased their electricity standing charge massively in April. I have asked them to itemise what the Standing Charge covers and then justify the increase - they are refusing to do this.The Standing Charge should relate to the actual cost that Ovo has delivering electricity to your home. Those costs did not substantially increase in April.Wholesale gas price rises meant that the unit cost of electricity went up but that should not have affected the Standing Charge.Ovo have just taken the maximum that Ofgem allow the Standing Charge to be decided to charge it.You can try to avoid unit costs by cutting back on usage, but you cannot avoid the Standing Charge.Customers need to band together and get them to justify the increase.

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Carbon Cutter*
4 hours ago
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New Member*
AdamFNew Member*
Posted in My account
New Electrical Connection to my garage

I have a new electrical connection to my garage installed by UKPN and have an MPAN ready for a meter to be installed as part of this new connection. OVO are my energy provider for my house so I’m starting here.How do start this process of requesting the meter?

112413
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New Member*
7 days ago
M
Carbon Catcher*
MCH59
Posted in My account
Unexplained change to direct debits

I have just noticed an unexplained 45% increase in my minimum direct debit payment caused by today's change to the calculation in the Direct Debit Calculator (now calculating through to end of March 2026, rather than the end of March 2025).The impact of that change, if it is intentional, is that a lot of people (like myself) who already have a significant credit balance and are on course for a very healthy credit balance come 31st March 2025 are potentially still going to have to increase our direct debit payments and build up even bigger, and wholly unnecessary, credit balances (and further increase our direct debits if we want our credit balances refunded at the end of winter).Are any of the OVO staff who monitor the forum able to share the full details of the changes and the logic behind them?Also flagging that the changes don't seem to be compliant with the T&Cs.

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M
Carbon Catcher*
7 hours ago
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Carbon Cutter*
hucknalldfCarbon Cutter*
Posted in My account
Tesco offer - When will I receive my points?

Hi all. Has anyone signed up for the Tesco offer but not received their Clubcard points?I moved to Ovo in Sept 24 and signed up for this offer. Both my smart meters sent in readings in early October, but a couple of weeks later I received an email saying that I didn’t qualify as I hadn’t got a smart meter! After a call to customer services, they agreed I had, but said they’d moved my meters to daily readings (which I thought I’d already done). I presumed this action would “generate” my points, but nothing doing as yet.Just be interested to know any thoughts or similar experiences?

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Emmanuelle_OVO
Community Manager
8 hours ago
T
New Member**
TerryBonesNew Member**
Posted in My account
Overlap of fixed tarrif

Although my existing tarrif runs until mid December, I have been invited to renew my fixed tarrif.  If I renew now will it begin from the end of my existing tarrif?

334
Emmanuelle_OVO
Community Manager
8 hours ago
S
New Member*
shubhamkhandelwalNew Member*
Posted in My account
My lease will end before the 12-month term. If I switch now, will this be considered an early exit and result in charges on my fixed tariff?

My lease will end before the 12-month term. If I switch now, will this be considered an early exit and result in charges on my fixed tariff? 

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Emmanuelle_OVO
Community Manager
8 hours ago
R
Carbon Cutter*
richardsimonCarbon Cutter*
Posted in My account
I can't access my online account after migration

I have two accounts with OVO, which have been migrated to a new account system.  With the old system, I was able to access my online accounts by using the OVO ID (and password) for each account; however, with the new system, I now need to use my email address (and password).  My problem is that both accounts have the same email address, so I can now only gain access to one of my accounts (in other words, the system associates my email address with only one of the accounts, but not the other). As it stands, I  haven’t been receiving bills since August, so I have no idea how much electricity I have been using. Does anyone know how to resolve this problem, or do I need to supply OVO with a different email address for the second account?  Thank you.   

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R
Carbon Cutter*
2 days ago
M
New Member*
markflatNew Member*
Posted in My account
How do I contact OVO Customer Services if I need some help?

How do i contact Ovo Customer Services - is it only through this forum?

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R
Carbon Cutter*
13 days ago
C
New Member**
CarlyatkinsonNew Member**
Posted in My account
How do I find out my OVO account number?

How do I find out my account number?

1537340
J
Carbon Cutter*
19 days ago
M
Carbon Cutter***
MariapilanciaCarbon Cutter***
Posted in My account
I've just moved in, called up to set up an account but didn't receive a welcome email and can't log in into my online account?

Hello thereI joined OVO a week ago by phone callSince then,I haven't received any welcome email or confirmationI have tried all the steps they recommend me...reset my password,use chrome etc nothing worksAlways the same error :"No identifiers.paym in session"I contacted them to make sure all my details are correct and apparently they are but I can't access anywhereI don't even know my OVO IDI am starting to be a bit concerned aboutPlease,could you help me?Many thanks

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A
New Member*
17 days ago
F
Carbon Cutter****
Frustrated AFCarbon Cutter****
Posted in My account
Paying Ovo but they are not my supplier

I signed up with ovo as my gas and electricity supplier when I moved into my flat on 20/1/23. I have the welcome email to say they are my new supplier but it turns out they never switched my supply on the national database. I am now getting bills from the previous supplier of the property (utilita) for thousands of pounds of unpaid gas and electricity. I’ve contacted ovo by phone and chat and they agree that they are not my supplier and the conversation gets ended unresolved. I don't know how to proceed from here but if ovo have not been my suppliers then they owe me 20 monthly payments of £143. I’ve made every payment on time and as far as i was aware my energy bills were all paid but thanks to ovo it is *Removed by Mod*. What do I do next?Many Thanks.

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F
Carbon Cutter****
6 days ago
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Carbon Cutter*****
LSdevonCarbon Cutter*****
Posted in My account
Energy usage app

Why does my energy usage not appear in the app some days, sometimes it's 3 or more days behind. Today again the usage for gas and electricity aren't showing. Get fed up keeping phoning up up about it. Years ago at my old house the usuage for the previous day for gas and electricity was in the app first thing in the morning. What's going on now?? 🤷 

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L
Carbon Cutter*****
7 days ago
N
Carbon Cutter*
nils_aksnesCarbon Cutter*
Posted in My account
THTC meter - Removal Request

Hi folks, I am trying to have a redundant THTC meter removed from my house and OVO seem to be refusing to do this. Can anyone help explain what I should do? Some background info below: We moved to a property in March last year in the west of Scotland. The property has two meters with a THTC setup running storage heaters. We are getting the storage heaters removed in February and an air source heat pump installed.  Once this work has been carried out there will be nothing running from the RadioTelemeter (THTC) meter. I have contacted OVO by phone yesterday to request that this meter be removed once it is no longer in use. The person I spoke with said that OVO would not do this because doing so would stop the other (ordinary) meter working. They weren’t able to explain why this would be the case. After some time on the phone I was told that if I emailed OVO with evidence that the THTC meter would not powering anything then they could arrange for it to be removed. This seemed like a posit

4858182
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Carbon Cutter**
8 days ago
I
Carbon Cutter****
InfiltratorCarbon Cutter****
Posted in My account
Change of contract, all historic charges set to zero, now left with big credit.

In August this year I had a smart meter installed and moved from a THTC tariff to the single variable rate tariff. All this went well till the next bill when I’d gone from a balance of -£11 to a credit of £900! It transpires that OVO have changed all my historic bill charges to £0 and the credit of £900 is effectively the monthly direct debits I’ve paid since being moved from SSE to OVO.Support had no idea when I previously phoned last month, other than a note on my account saying it was being investigated, and my attempt this week to get an update led to nothing, the support agent told me he couldn’t escalate it any further and there was no point raising a complaint as it wouldn’t help the process? It felt like the issue sits with the billing team so support were basically saying there’s nothing they can do and no-one they can contact for assistance. My issue is that I have no idea what my correct ongoing balance is and there seems to be no process to get any escalation or update as t

918
I
Carbon Cutter****
9 days ago
O
Carbon Cutter*****
Ovouser777Carbon Cutter*****
posted in My account
Migration to new system but still having issues with the online account

Finally after more than a year I have been migrated onto the new system. The result?Smart meter is no longer being read.There is no billing history or usage from my 12 odd years with OVO.Online dashboard doesn’t have facility to enter two readings (I have economy 7 contract) and I have to give readings manually via chat facility.I reported this to OVO via chat to give last month’s readings, was asked to supply various bits of information (WAN and HAN rate for instance) which I duly did. That was over 2 weeks ago and apart from an automated resonse I have heard nothing.

1048
Shads_OVO
Community Moderator
10 days ago
K
New Member**
keithleggNew Member**
Posted in My account
Insurance claim - OVO keep sending estimated bills

Our house has been subject to an ongoing insurance claim relating to a burst pipe for over a year. In this time, we have repeatedly called OVO to inform them of this but they still keep sending estimated bills. We are told the only alternative is to have a smart meter installed, however the house is currently uninhabitable. The house has had a diversion circuit installed as the entire house needs to be rewired, and therefore a smart meter can’t be installed at present - however every time we call this is the only option being given. What help can OVO give to us? As it stands, the reading includes work which is part of the claim and the electricity bill will be paid at the end of the works, however OVO are now threatening us with debt recovery action.

332
Shads_OVO
Community Moderator
10 days ago
strawberrisc
New Member***
strawberriscNew Member***
Posted in My account
Why has my usage data from my smart meter not updated on my online account for two days?

I check my usage every day - especially as my daughter has started to use the oil heater in her bedroom. However, I have had no usage statistics for Gas or Electric since 14/02. Does anyone know why this might be?

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M
Carbon Cutter**
20 days ago
lyeuhm
Carbon Cutter***
lyeuhmCarbon Cutter***
Posted in My account
THTC / Separate Radio Teleswitch and Meter- Can I get a smart meter?

Hoping someone here can help because this has been an on-going battle since before OVO took over SSE and it’s gotten progressively worse recently. I live in a house that’s meters haven’t been checked, inspected, whatever since at least 1993.  I have two meters - one for my storage heaters and water tank, and one for standard electricity.  I’ve been trying to get this changed to either a smart meter if available OR just a standard single meter with a day or night rate. I have email chain(s) going on with SSE/OVO (One email chain is using @sseenergyservices.com and the other is @ovo.com hence posting here) that I seem to just be going around in circles.  I finally got through to the Electric Heating Team (EHT) about two weeks ago who changed me onto a single rate THTC tarrif, so both my standard and heating meters are at the same rate - but based on the readings that I’ve been providing, it’s still nearly 500 a month just for two storage heaters and a water tank.Has anyone else had probl

5783277
M
Carbon Cutter**
21 days ago
TomThumb
Carbon Catcher**
TomThumbCarbon Catcher**
Posted in My account
I have three meters - Why is my Monthly statement wrong again?

Hello all.I only joined OVO in March, so I’ve only had 4 monthly statements so far & every 1 of them have been wrong.As a new customer I’ve been keeping an eye on my account, just to make sure my direct debit payment covers my actual usage costs.I’m guessing I have a different setup to most, as in the fact that we have 2 gas meters & 1 electric. only 1 gas, 1 elec are smart meters.The normal view on the illustrative statement is correct up until my monthly statement has been produced, so the billing on all 3 meters is in sync. Albeit as long as a manually supply my dumb meter reading.But my actual bill so far every month has only incorporated any 1 of the meters, or 2 of the meters or even once after a phone call to OVO to let them know, it had been amended to show a combination of 2 different meters.Every month I place a call to OVO to let them know my monthly statement is wrong again & eventually OVO produces a correct statement.I’m almost certain it’s the 3 meters &

3592149
Shads_OVO
Community Moderator
11 days ago
M
New Member*
melihozcelikNew Member*
Posted in My account
Changing direct debit Bank account

Hello, I tried to change the bank account that my Direct Debit has been registered to but there is no way to change the bank account from OVO app or the website. Has anyone been able to change their bank account?

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Shads_OVO
Community Moderator
11 days ago

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