My Pay As You Go account
Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? You’ll find the answers here.
- 138 Topic threads
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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. Amount of credit I can 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 What are the steps involved in adding credit to my meter?To top up your meter, take your top-up card or key to: Any PayPoint shop. Find your nearest at paypoint.co.uk or call 0330 400 0000. Any Post Office. Find your nearest at
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, and your meter seems to be wor
Updated on 20/09/23 by Emmanuelle_OVO Pay As You Go - Your Topic Hub See this list of topics and guides, all to do with OVO Pay As You Go. Click on the link to open the one you need! Pay As You Go topic guides 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 here Click here if you have Issues with your Pay As You Go Smart meter or In Home Display? How to tell why there’s no electricity or gas in your home Have you lost your top up key or card and need a new one? Only have gas for heating? Here’s how to check the meter is working as it should Not topped up for a while? Here’s some advice for traditional meters Did you know your traditional top up electricity meter has a ‘fail safe’ mode? Useful links: OVO Help Pay As You Go For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page. For OVO Pay As You Go customers with a smart me
Hello,I'm an ex-SSE customer that was migrated to OVO in June 2023.I had a new smart meter fitted on the 16th of December 2022 by SSE and since then I had an issues with the Economy 7 tariff.Initially, all appliances connected to the off-peak rate circuit (port 5) were always ON instead of turning on and off during rate changes.After contacting SSE support and later on OVO support multiple times, on the 17th of July 2023, OVO sent an engineer that supposedly fixed our issue but instead it changed to the opposite way:All appliances connected to the off-peak rate circuit (port 5) are now always OFF during both peak and off-peak hours.Our heating system consists of storage heaters which are all connected to this off-peak circuit so we are now effectively without heating.We contacted the OVO support multiple times about this issue with no luck.They sent multiple emergency and non-emergency engineers and none of them was able to fix our issue beside worsening it on the 17th of July.By going
What is happening? Been moved from SSE to OVO and cannot log in / create account, mobile app doesn't work and now cannot top up online, done twice and now can’t. Cannot reset password, not receiving email with link (checked spam too). Customer service useless if you have enough time to wait. Back to post office to top up before run out of power. Thought we’re in 21st century. The only reason to get smart meter was so I could top up at home. Surely someone was in similar situation so wander how to sort it out painlessly?
I'm at the end of my tether with OVO. I applied for the Warm Home Discount on 04 Oct 23, and I received an e-mail on the same day saying I had qualified for it and I would receive it by 15 Nov 23. I still haven't received it. I've spent the last 2 weeks phoning, e-mailing and having web chats with OVO. I've been given excuse after excuse why I haven't received it, all of them different. I thought I was getting somewhere about 1 week ago when I spoke with an OVO staff member who went through my application with me and told me everything was in order and that I should have received it. He said he'd look into it and get back to me, but I never heard from again. I've tried to complain, but I get generic replies. One staff member from the complaints team e-mailed me yesterday saying she has tried to call me but can't get through. She tried to call me once and she left a voicemail. The number she left to call her back was a general number and when I phoned it, they had no idea who she was or
Trying to get answers as to why my warm home discount has not been applied ...received an email from OVO stating it would be applied by 27th November. Its not been done ..They have told me it's the government that pay it not them? Government told me its OVO that pay it not them?Why can't I get a straight answer????
We have bought a house which has pre payment meters I obviously want to a ) change details over b) get rid of pre payment I just cannot get through on the phone and it’s driving me to dispair there is currently no supply at all
I’ve tried to top up my PAYG smart electricity meter today as I have nearly run out of credit but I get a message saying Meter Top Up Failure. Is there a problem with topping up today? Can’t get through to anyone on the phone. Thanks for any help.
I’m in an urgent situation! Please help. I’m newly moved in and registered OVO services on a fixed monthly plan since 19th Feb. My traditional gas meter’s battery was not working and required a replacement. Unfortunately, an engineer wrongly installed a PAYG gas meter for me. I have never received a top up card ever. I join the monthly plan instead of PAYG. I spend hours to call for emergency credit every day and all credits runs off in a day. I keep trying to request for an urgent top up card delivery. Yet, nobody from OVO could help. I feel so desperate and helpless. Weather was cold these days and my kids keep freezing. What I request for is an urgent top-up card only. So that I can top up by myself while waiting for scheduling reinstallation of non-PAYG meter. I called hotline, sent e-mails, chatted in chatroom. No positive feedback is received. What can I do?
I switched from SSE earlier in the year, but had already had PAYG smart meters installed. When using their app, I had set up a recurring payment for the electric meter. When I was moved to OVO Energy, I was unable to access the recurring payment on either the SSE app, and it hasn't showed up on the OVO top up app.This has become a problem because I want to be able to cancel this payment and set up a new amount, however without being able to access it through the top up app, I'm unsure what else to do. I have spoken to advisors on the phone, through email, through WhatsApp, through online chat. Either they don't know what to do to help, or they suggest different things, but nothing had worked to cancel this payment.Has anyone had this problem and found a way to fix this?
I have a key that I top up but after visiting four shops to top up none of them were able to do so.I never had a bill sent by Ovo and do not know what my account number is so that I cannot set up an account online with Ovo You cannot register for an account online without an account number. I was on the chat app on the website and they said they would transfer me to the Payments Dept but I was then just cut off. Calling the phone line requires entering an account number too so I am stuck with no way to contact Ovo. Only way out might be switching supplier but idk if I can.
I am asking this question for my neighbour who uses a top up key for her electricity and a top up card for her gas, today I put £40 on each for her, she has credit on her meters at the moment, does she have to top up immediately or can she wait a while until she does so, will the money on the key/card stay there until she does, if so how long for?Thank you
Hi, just seen that you can load £249 on a gas card and £250 on a key, but what is the max you can have on the meter on each? Say I want to have £500 gas credit built up for winter can we do this..... Ie load £249 and put on meter, then back to shop and put on another £249 and then put the card back in the meter to have a balance of £498 plus anything that was left on the meter to start with?Thanks
Can anyone help I topped up my smart/not so smart electric meter on Saturday with £10 just before it was due to run out. Well I’mnow running on friendly credit the £10 has been taking out of my bank I’ve tried entering the UTRN code but it says its already been used. This isn’t the first time this has happened to me and I usually keep putting extra money on. I’m so fed up with this I keep having to go outside to look at my balance as my indoor display never works. I’m fed up with OVO I never had a single issue with my previous supplier.
Hi 1st post just noticed that my smart meter on the electric part isn't doing anything not showing how much I've got or how much I've used and the actual electric meter isn't doing anything either pushed buttons and nothing happening we have still got electricity was just wondering why they have both stopped is there anything I can do to try and fix it as I'm worried going to get a big bill as not sure if I've used my credit up the gas is working fine any info would be great
Help and Support I can’t afford to top up or pay for my energy. What can I do? There are steps you can take if you’re not able to pay for your energy: You can activate the emergency credit on your meter. If your emergency credit runs out, get in touch via one of the ways below. We can take you through the different options, for example borrowing credit that you can pay back gradually. You can always talk to us if you’re worried or struggling to pay for your energy. We’ve supported lots of people in similar situations and we can help you, too. Chat with us here. Just click the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669. How will I pay my debt back on a meter in Pay As You Go mode? We’ll load the debt to your meter and set the amount you pay back at an affordable daily rate. This is called your daily repayment rate. We’ll base it on what you have already told us about you and your home. Once we’ve loaded the debt to your meter, your daily charge
First of all, this is a frustrating process!… I have just bought a flat and I am having no joy contacting OVO energy. The one time I did get through, who ever I was talking to, clearly couldn’t be bothered dealing with me and cut me off.The property is supplied by OVO energy for both gas and electricity. I think it is a smart pre payment meter for electricity and the gas seems switched off. I believe the property I purchased had been empty for a number of years. There is an outstand amount on the electric meter. This is now going into the second week, I am unable to move in as the place has no power. If Someone could advise on how to get someone from OVO energy to contact myself, that would be greatly appreciated. Regards@steviemax
Good Afternoon.Shortly before I got my old electricity meter replaced by a smart one, I topped it up with 10£. I now have the smart meter running ok, but I just would like to know: is there a way that I can get that 10£ credit for the new smart one? I still have the old top up key, and the receipt.Could anyone let me know how I go about doing that?Thanks.
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