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Get help here for your OVO account, your switch, and your supply

1556 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go - Help and SupportF.A.Q.

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. 

​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.These topics may be helpful:  Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice h

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Abby_OVO
Community Manager
Ben_OVO
Community Moderator
Ben_OVOCommunity Moderator
Posted in My account
How to contact OVO - best practices and Data ProtectionTutorial

The good news is that you’re able to complete many tasks related to your energy account using your online account or app so, most of the time, you don't need to get in touch. Here's what you can do online and in the app, or scroll down for the best ways to get in touch if you do need to speak to us. Using your online account and App (Pay Monthly customers) Most of your account actions, like managing your Direct Debit, submitting reads, changing your tariff, and more, can be done via your online account or app.  You can find instructions for using our online services in this tutorial:  Using your App (Pay As You Go customers) Pay As You Go customers who have smart meters can top up using the OVO Energy Top Up App, and those with traditional meters can top up at a PayPoint.  You can view our Pay As You Go Topic Hub here:  How to contact OVO Our Help Centre has lots of articles, tutorials and FAQs that will help you manage your account in the best way possible. However, we understand that

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Blastoise186
Plan Zero Hero
Nukecad
Plan Zero Hero
NukecadPlan Zero Hero
Posted in Extra Support
How to respond to, and successfully deal with, letters from Debt Collection Agents.F.A.Q.

There are various occasions where you may be contacted by a Debt Collection Agency regarding an energy debt that you do not believe you owe. This article is about when and why it might happen to you, and what you need to do if/when it does happen to you.Most of this is based on personal experience - In the last few years I have had to deal with multiple Debt Collection agencies during a very long running 'Final Billing' dispute.(The old supplier was persistent and would instruct another as soon as I had seen one off, even after the Energy Ombudsman had ruled their billing invalid. That dispute is now over - the supplier involved finally accepted the Ombudsman Ruling).Some parts are based on earlier experiences and observation of other disputes.Since I started sharing this advice many people have thanked me - because this advice does work.So I have collected various previous posts together to make this article.So let’s get started on dealing with the letters that you may be getting-Ofte

2015
Nukecad
Plan Zero Hero
Ben_OVO
Community Moderator
Ben_OVOCommunity Moderator
Posted in My account
Everything you need to know about ‘crossed meters’Tutorial

What are crossed meters? All meters have either a Meter Point Administration Number (MPAN) or a Meter Point Reference Number (MPRN). These are recorded on the National Databases, where all UK energy supplies are listed.  Sometimes, a meter is linked to the incorrect MPAN or MPRN on the database. This is called a crossed meter. It often happens in flats where meters for different properties are next to each other. When this happens the meters will sometimes be incorrectly recorded on the National Database under the wrong address. There are two types of crossed meters:Physical -  this is where the energy supplier is billing the wrong meter, but the customer is sending meter reads from the correct meter. This can often be the case for new-build houses and developments. Administrative - this is where the energy supplier is billing the correct meter, but the customer has been reading the wrong meter. Usually this happens in flats where the meters are in a communal area and may have been lab

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Ben_OVO
Community Moderator
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go - Topic Hub & How to get in touchHub

Updated on 20/01/25 by Emmanuelle_OVO:  If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. 

​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.These topics may be helpful:  Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice

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A
Carbon Cutter*
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Extra Support
Find out more about one of our partners’ Warm Welcome SpacesNews

 As the colder months approach, the importance of having warm and welcoming spaces available for everyone grows. Whether it’s the need for a safe, cosy environment to escape the cold or a place to connect with others and feel a sense of community, the network of warm welcome spaces is there to help. What are warm welcome spaces?Our partners at ‘The Warm Welcome campaign’ bring together a network of designated spaces where individuals or families can come to seek warmth, comfort and community. Last winter, Warm Welcome Spaces hosted two million visits across 4,000 spaces.  Where can you find them?They’ve partnered with several local venues to provide warm welcome spaces. These include:Local librariesCommunity centersChurch hallsSchools (specified hours)Charities To find a space near you, please visit the Warm Welcome Spaces directory. The directory also includes opening hours. What can you expect?Each space offers a variety of facilities to make sure time spent there is comfortable. Som

980
Emmanuelle_OVO
Community Manager
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account
Is my gas supply actually off?F.A.Q.

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. 

​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.These topics may be helpful:  Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice h

5986
Blastoise186
Plan Zero Hero
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account
Is my electricity supply actually off?F.A.Q.

Updated on 20/01/25 by Emmanuelle_OVO: If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. 

​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry
if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly.These topics may be helpful:  Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice h

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Abby_OVO
Community Manager
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My Pay As You Go account
For our Boost members: The Boost App is shutting down soonNews

Updated on 22/01/25 by Abby_OVO Reminder: the Boost top up app closed on the 3rd of December. Boost customers are moving to OVO. That means this app will close on the 3rd of December 2024. If you've already moved to OVO, please download and register for the OVO Energy Top-Up app. Find out more about the move to OVO at http://boostpower.co.uk/ovo-move If you're a Boost customer and have already migrated over to OVO Pay As You Go but are still using the Boost app, you should've received an SMS from us to remind you of the changes. To download and register for the OVO Energy Top-Up app. You can find it in the App Store and on Google Play.

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Shads_OVO
Retired Moderator
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My Pay As You Go account
Traditional Pay As You Go: topping up your key and card meterF.A.Q.

Updated on 16/01/25 by Abby_OVO Frequently asked questions for topping up your traditional meter Topping up for the first time? To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep. How much credit can I top up in one go? This depends on where you’re topping up, as different shops can have different minimum amounts. But these are the usual top-up limits: The minimum you can top up is £1 The maximum you can top up your gas meter in one go is £49  The maximum you can top up your electricity meter in one go is £50  You can only top up in full pounds  The maximum amount a payment card can hold is £249 and the most a key can hold is £250  How do I add credit to my meter? To top up your meter, take your top-up card or key to your nearest: PayPoint  Payzone shop  Post Office  For gas metersOnce you’ve topped up in-store:  Make sur

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M
Carbon Cutter**
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Extra Support
Need any extra support? We're here to helpF.A.Q.

Updated on 20/01/25 by Emmanuelle_OVO: What is the Warm Home Discount (WHD)? The Warm Home Discount is a one-off £150 discount given to eligible domestic electricity customers to help with their energy costs. It's usually paid between October and March of each scheme year. It's a Government scheme funded by participating energy suppliers like us. It’s designed to help people who need it most. The Warm Home Discount (WHD) scheme is closed for the scheme year 2024/25  and will reopen again later this year.  However, If a customer needs some assistance completing their WHD application please contact our support team.  OVO Broader Group: https://www.ovoenergy.com/guides/energy-guides/warm-home-discount-scheme  Boost Broader Group: https://www.boostpower.co.uk/help/support/how-do-i-get-the-warm-home-discount  Ways to get financial support If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here.

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Emmanuelle_OVO
Community Manager
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in Extra Support
Here are the other ways you can let us know about a loved one's passing

Updated on 20/01/25 by Abby_OVO 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 wi

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Emmanuelle_OVO
Community Manager
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account
How to tell why there’s no electricity or gas in your homeTutorial

Updated on 17/01/25 by Abby_OVO Power supply, meters and fuse boxes - how to tell why there’s no power in your home. For traditional electricity meters If you have a traditional electricity meter, it’ll have a red LED flashing light. If that’s not on then it means that no power is coming in from the mains cable. If you think there’s been a power cut, you can call 105 to get through to your local electricity network operator. If you know your local network distributor, you can also go to their website to report or track a power cut. If there hasn’t been a power cut, and there’s still no flashing red light on your meter, get in touch with us for an emergency appointment. If there is a red light, check if there are any error messages on the meter, and how much credit is on there (is the credit in a positive or minus). If there is a meter fault make a note of the error message and the Meter Serial Number and reach out to the Support Team who’ll be able to help. If there’s no error message,

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Abby_OVO
Community Manager
B
New Member**
bsmitherNew Member**
Posted in My account
Transfer of account

Following an online transfer request, my gas and electricity accounts were transferred over from British Gas (official transfer date was the 15th). However, when I try and log in to OVO I get the error below. Customer support say that this is because my account transfer is still being completed but the message doesn’t mention that at all.Has anyone else had this? Do I really have to wait 6 weeks before I can even log into the OVO platform or is something else going on? Many thanks, Ben  

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B
New Member**
S
Carbon Cutter***
SkamanCarbon Cutter***
Posted in My Pay As You Go account
why am i getting a bill when im a pay as you go smart meter customer

Hi Hoping someone can answer this query for me. Just received a bill from OVO, was transferred to them back in November from SSE, (pay as you go), not my choice didn't know until I received a letter informing me of the change, saying I owe them £573. Even though I am on a pay as you go top up smart metre ALWAYS  IN CREDIT and like a lot of customers on here I tried contacted the various so called customer service department and was hung up on or had no clue how to resolve the issue.I've read on this forum and other Internet websites this dept as I understand what OVO says comes from migrating debt from SSE.I've been in the property for a few years now, when I first moved in, energy supplier SSE there a was a £30 dept on the metre from past resident, which I cleared and was later refunded, a new meter reading taken and tarrif set and regularly topped up never in debt. Being a new customer I contacted OVO to make sure the meter reading was correct, I was on the correct tarrif and everyth

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S
Carbon Cutter***
L
Carbon Cutter*
LeonsteCarbon Cutter*
Posted in My account
Billed Under Wrong Apartment for a Year – Need Urgent Help

Hi everyone, I’ve just discovered that I’ve been paying OVO energy bills under the wrong address/account for the past year. My actual flat is Apartment 13, but the account I’ve been paying for is Apartment 14. I always found my bills unusually high—even when I was away from the flat for a whole month with everything switched off. Today I noticed there are two account numbers linked to Apartment 14 in my OVO app, and none for Apartment 13, which confirmed my suspicions. Has anyone experienced something similar? What should I expect from OVO in terms of resolving this and possibly getting a refund? Any advice would be really appreciated! Thanks in advance!

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Emmanuelle_OVO
Community Manager
A
New Member*
Annette DixonNew Member*
posted in My account
paperless

I'd like to go paperless please

191
BPLightlog
Plan Zero Hero
Jess_OVO
Retired Moderator
Jess_OVORetired Moderator
Posted in My account
I think my meter is clocking too fast - How can I test if my high usage is due to a faulty meter?

Updated on 05/03/25 by Bradley_OVO ​​​​​​Your guide to checking the accuracy of your meter: How to carry out a Creep Test, a circuit check and book a Meter Accuracy Test (MAT) Have you noticed an unexpected change in the amount of energy your meter’s clocking? Are you worried that it might not reflect what you’re actually using? We’ve made this guide to help outline all of your options so you can be confident that everything’s working as it should, and you’re only being charged for what you’re actually using.  My bill is higher than usualFirst things first, it’s always worth checking that your charges are based on actual readings rather than estimated readings. You can view the latest statement on the ‘Billing history’ page of your online account or OVO app (download for Android or iOS). Exact appearance may vary ‘Download this bill’ or ‘View details’ to see if the reading is estimated (hint: it will say estimated next to the reading if this is the case). By checking the reading on the

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Chris_OVO
Community Moderator
A
Carbon Cutter*
amearmyCarbon Cutter*
Posted in My Pay As You Go account
I need help with my traditional electricity meter and emergency credit

Hi, I have a traditional electricity meter. I was recently using emergency credit and had £1.50 left. I topped up £10 on my card and reinserted the card. it says that my new balance is £1.50. However, it is still under emergency credit mode. Shouldn’t it be in normal credit mode? Can someone please explain this to me?

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Chris_OVO
Community Moderator
R
New Member***
Rhysr33New Member***
Posted in My Pay As You Go account
Pay As You Go Smart Meter - Top up issues

my electricity has went of as its went into minus £3.64 so I cant even activate my emergency credit. I dont have money to top up to bring it up as they only accept a minimum of £5 top up which I don’t even have. ovo isn’t answering any of my emails or nothing so what do i do? I cant shower, cook as its electric, I’m afraid the freezer and fridge stuff will go spoiled

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Chris_OVO
Community Moderator
S
Carbon Cutter*
simongreen2Carbon Cutter*
Posted in My account
direct debit email

I've had 2 emails about a direct debit both of different amounts for the same account. How can I find out which ones correct?

686
Abby_OVO
Community Manager
A
Carbon Cutter*
Abiodun ArogunmayaCarbon Cutter*
Posted in My Pay As You Go account
New house but can't top up

I just moved into a new house, and the energy supplier is OVO. The units were running out, so i tried to top up, but it wouldn't let me do that on the app, so I had to do it online on the Web. My account was debited £20, and I got a prompt saying the transaction wasn't successful, yet my money hasn't been reversed, and I don't have units! 

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Ben_OVO
Community Moderator
R
New Member**
richierocketNew Member**
Posted in My account
over payment

I’m sick to death of dealing with OVO energy. They are constantly trying to increase my DD even though I am actually in credit by over £250 GBP . The smart meter ( which is a comical name seeing that they don’t use it) clearly demonstrates that for the past 6 winter months my energy consumption has been under £70, so as we go into late spring/early summer, would I now be using 50% more. I would suggest that the greedy dividend seeking shareholders use the actual smart meters to calculate the cost and not the enumerate people they currently employ. I will now be contacting Off-Gen to see if it is possible to do something about this company   

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waltyboy
Plan Zero Hero
B
Carbon Cutter*
billwCarbon Cutter*
Posted in My account
Can't log in to online account - get msg "We're working on a new website for you"

Sorry, long story!I’m trying to access my Mum’s online OVO account.My father passed away recently, and the account was in his name. Contacted support and asked for the account to be switched into my Mum’s name. It appears that this is done.I have Power of Attorney for her, so I’ve provided my LPA letter and that seems fine too. Changed the registered email address to mine. Problem was that I had a dormant OVO account as I used to be a customer until about 3-4 years ago. So when I logged in it automatically selected my home address, and not my Mum’s.Support tell me that they’ve now deleted the old account, and I now have a working OVO id and password - the problem is whenever I log in, whether from my laptop or my phone, I get a message “We're working on a new website for you”. Phoned support 2 weeks ago and was told it was a problem linking my email to the account. They said they’d raise a ticket for software support to fix this, but I never received any notifications. Phoned support a

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Peter E
Plan Zero Hero
S
New Member*
spaldinoNew Member*
posted in My account
OVO Energy complaints team not responding to my bill dispute - help!

I am looking for advice on what to do when the OVO Energy resolutions team are ignoring my bill dispute, despite me contacting them weekly, and their payments team are simultaneously threatening me with a debt collector.I want something in writing and a complaint reference number, per the complaints procedure.On 21st March, I received a £1737.84 final bill reminder from OVO Energy.That is extra to the £520 I paid during my 6 months tenancy (Simpler Energy tariff). I moved out 23rd February and I have since left the UK. A new tenant moved in, sent a reading and suddenly my bill was revised to a £1737.84 balance.I contacted OVO Energy 21st March to flag my issue and didn’t get anywhere. I sent a bill dispute complaint to hello@ovoenergy.com and complaints@ovoenergy.com – I did receive one generic response, but since then there have not communicated with me nor called.Issue 1: instead of acknowledging an abnormally high bill and investigating, OVO Energy told me to pay-upI chatted OVO Ene

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Ben_OVO
Community Moderator

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