My Pay As You Go account

I top up my pay as you go meter payment has been comfirmed but  money is not showing on meter help

Hi everyone, I'm looking for advice or shared experiences regarding OVO not sending a traditional gas meter card. I recently moved into a property that has a traditional pay-as-you-go gas meter. Over the past couple of months, I have requested a gas top-up card a total of five times—roughly one request per week and I haven't received anything.  I raised a complaint as well, but still nothing!! Has anyone else experienced an issue with OVO repeatedly failing to send a gas top-up card?

Why does my meter have to have zero credit before they will send and engineer, when the web page states to ring before your supply disconnects?

I’ve been trying to top up my Gas today however I keep getting the message to enter a valid account number despite it being correct. I’ve also tried topping up my Electricity to see if it was an issue specific to Gas but it’s also saying my number is invalid there as well.The numbers I’m entering are correct and I’ve even copied and pasted the account numbers from my previous email receipts just in case I had been making an error when entering the numbers and it’s still saying they’re incorrect.What is going on? I’m almost out of Gas.

topped up for gas this morning, still not been added to meter, 3 times this has done this £30 down for no gas

Hi, My credits dissappered overnigt  Electricty:As of 14/11/25 00:00:00Balance:£19.97 Gas:As of 17/11/25 00:00:00Balance: £31.81 The gas is -14.9 and the electricy is 0 now. I can not use 50£ gas overnight, can I?  I tried to topup but the money returned immediately. 

Can I ask, why if you’re on Pay As You Go, you can’t any rewards ? also I have air source heating and no option for a cheaper tariff 

Good Afternoon.We recently had a power cut in our building. Shortly after that, when we got electricity back, i realized my meter had a blank screen and I could not see how much credit I had left.I contacted OVO assistance to book an engineer to come fix it, which they did, but I was worried that I could run out of credit before they come (almost a week later). They told me I should not be worried because when that happens the meter basically starts working as a billing meter, so there’s no possibility of me running out of electricity in the meantime.Could someone confirm if this is really the case? I really don’t want to call 105 in the evening and wait in the dark for three or more hours waiting for help to come.Thanks very much.

What time does freindly credit start and end 

Last night (6th Nov 2025) I noticed that over £100 credit suddenly appeared on my pay as you go smart meter, I certainly didnt add this credit and I have had no communication saying it was a goverment thing or anything like that, has this happenned to anyone else or does someone know why this has happened?

I manuaaly topped up my smart meter and I saw the message saying it was accepted, but when it returned to the main menu, it didn’t show my current balance at all. Did I navigate back to the wrong screen?TIA

I am a pay as you go customer (PAYG) who was an SSE customer. SSE used to send out a statement every 3 months showing usage and costs. I got changed over 8 months ago and can't get a billing statement sent out to me? I am told look at the app but the app is only for D/D customers so no billing info is available to download for PAYG customers, why?We all pay for our energy so why can't PAYG customers get billing statements sent to them?Customer service send me on a merry-go-round with no ability to assist and the Web site does not offer this service 'O' but they do for D/D customers are payg customers less important OVO energy? Sort out your app that allows PAYG customers the same service as DD customers, SSE offered this service via their app why can't OVO offer the same???

I have a prepayment meter.  How can I set up an online account? I am asked to supply an account number from a bill but with a prepayment meter, I don't get a bill.

I topped up my gas and electricity through the OVO app yesterday, I had text and email confirmation, the top-ups were displayed in the app and the credit was applied to my meters.What's strange is i checked my bank account this morning and there are two pending payments to Northern Belle 0330 303 5063 GB. The payments are for the exact amount of my Ovo top ups and I believe 0330 303 5063 is an Ovo phone number. Why do the payments have Ovo's phone number and a completely different company name? Should I be concerned about this?I was going to raise these payments as fraudulent with my bank, but if they decide I'm making a false claim, they could close my account. I topped up again this morning and the pending payments are to Ovo Energy Ltd. Can anyone shed some light on this, please?

I have a traditional PAYG electric meter. When the display disappeared I contacted OVO and eventually an engineer put in a new traditional meter.  He inserted the existing key, showed balance, all looked ok. I topped up  later in week, meter did not record top up.  After several hours spent on successive days on Chat, 2 days of phones, one new key and at least half a dozen “codes”, the problem remains.  I topped up again today, my Paypoint receipt clearly shows my correct account number and correct serial number of new meter.  My new key works and meter shows balance etc but will not show how much the top up is, or key in the new balance.  I am desperate, I simply cannot face talking to OVO anymore on Chat or phone and I certainly do not want any more useless codes.  I just need my supply to work.  Please help.  Patricia B

Hi!I'm renting a room in a flat. We previously had Ovo Gas. About 2 months ago, letters began to arrive in a different name and an agreement for Scottish Gas. The Ovo customer who is living in the same place as me (the landlord's son) didn't care. Later, a final letter came from Ovo. So, probably our Ovo gas card is not working now. I've told him countless times to contact Ovo. He told me he contacted Ovo and a new card will come soon. He said this about 3 weeks ago. Of course, the new agreement and card haven't arrived. I think he's lying about having resolved it. Soon, we will run out of gas. How can I sort this out?

i have duel fuel top up meters with ovo and recently the gas meter is not accepting the top up sent from the app the electric meter works fine and i top up via the app it appears on the monitor within a minute but when i top up with the gas through the app i have to manually key in the code that the app sends rather than it happens automatically.. it use to work fine before ..always about 20 mins after i used  the app but last 2 payments have been like this now ...any ideas why?

Hi,We tried to top up our pay as you go “heritage” meter and were met with a flashing display of “call help”. To cut a long story and multiple (poor signal peppered) conversations short, the engineers have failed to show up twice, and we’re still without a gas supply.Has anyone else had a similar problem, and more so, is there any way to circumvent the singular process put in place to deal with our issue? Regards, Customer666

Our electric went off about 10.30 today and I put £15 emergency onI topped up £99  just gone 1.30 some 4 hours later and it shows £88.06 credit, where has the £11 gone when its said id only used 25p in that time?PAYG meter and ive never had a debt on it. I've only got one so I avoid quarterly bills.It showed id used 25p off the emergency credit of £15 before I put the £99 on.Im confused by this can anyone explain why this has happened please. Tia.

Moved into HMO in January 2025. We pay our bills through our rent.Following the advice online, I sent all mail to previous tenants back with a sticker reading "return to sender, addressee no longer here," or similar.Saturday 27th September we get a visitor at the door who leaves us a letter saying the previous tenant owes almost £2k. Housemate 1 explained the previous tenant hasn't lived here since before January.Monday 29th Housemate 2 calls to confirm what Housemate 1 said.Saturday 4th October, another letter, which I open even though it's addressed to previous tenant. Letter says this is a final notice, and someone could show up and install a PAYG meter with the £2k already applied, so we would have to cough up that amount before even being able to use electricity.I send OVO an email saying absolutely not, this is not our debt. Get an automatic email back saying, "your email address isn't linked to any account so we can't reply to your email." I

I got this text the other day. When I log in, there’s nothing indicating this on my account, but the text automatically flagged as being from “OVO”. Any help much appreciated! 

Hi just wanted to check if anyone knows what happened here, I went onto my £15 emergency credit and let it get down to about £5, then topped up £10 which it said was accepted, but the balance didn't increase on my meter, I'm just wondering if this will register when I top up again to take it off emergency credit, or if this top up is lost now because it didn't take me off emergency credit, thanks for any help

I've been moved to ovo. My current gas payment card isn't working. I'm not paying £5 my old supplier didn't charge. I can't get on ovo app to see if I can get a bar code. 

IHD = correct balance and mirrors meters.Gas & Electric meters = displaying correct balance. App payment history = correctly reflects payments. OVO app = only showing balance from the 19/20th for electric & gas. Full bar signal between IHD and meter (1 foot away). All lights on meter flashing green correctly. Only variable is the God-awful app. Anyone in the know: any to a way to force refresh the balance on the app?Seen similar old posts where OVO acknowledge 'issues' with the app, but any reason this is not updating correctly now. Makes me suspect the app more than any 'communication' issues). (PLEASE, please do not give me generic advice / cut & pastes et al for a specific question - it won't be helpful).Thank you in advance.✌️

Does anyone know of any shops in/near the dy5 area of the west midlands that supply ovo gas cards? Before anyone suggest post office or morrisons shops with a post office in, these two places do not supply them. Both said ovo was meant to supply cards but never came