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.

  • 38 Topic threads
  • 626 Comments
Tim_OVO
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Tim_OVO
solved this question

I'm changing from SSE PAYG to OVO- My credit has disappeared?

Hi @HNorth and thanks for posting about this.  Your meter will be put into a non disconnecting ‘credit’ setting a few hours before the day o...
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Blastoise186
Rank
Blastoise186
solved this question

I'm PAYG with SSE - How and when will the £66 Energy Bills Support Sche...

Gotcha. As your granddaughter is on a key meter, she’ll get vouchers to use in a shop around the first couple of weeks each month - but she...
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F.A.Q.

SSE to OVO - If I'm a Pay As You Go customer will I be moving to OVO?

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38 Topic threads

H
Carbon Cutter*****
hallj12345Carbon Cutter*****
posted in My Pay As You Go account

Still some credit missing after move from SSE to Ovo

Hello,I still haven't had my £458 readded to my meter after the switch to OVO.  I have called several times to Pay as you go number 0330 303 5063.  Twice I got hung up on till a man told me about some problems with some customer not getting all their credit back.  I had £20 put back.  I need the rest put back.  I am not getting any real answers.  Why is it taking so long? Do they realise I am one of the people who didn't get all their credit back?  Could I get it sent to me in the form of a cheque.  If other people still haven't had theirs why has no one reported it on this forum.  I have not noticed anyone else mention it.  Getting a bit tired of waiting.Any news on this problemThank You

3
C
Carbon Cutter*
7 hours ago
J
Carbon Cutter***
josephinaCarbon Cutter***
Posted in My Pay As You Go account

Anyone not been paid March prepayment Energy Support Scheme payment?

I have a payg smart meter and not had an issue before receiving the payment before.  I have been told today a voucher was sent??? Why?  It has always been added straight onto meter.

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D
Carbon Cutter*
1 day ago
M
Carbon Cutter*
MJFCarbon Cutter*
Posted in My Pay As You Go account

I'm changing from SSE PAYG to OVO- My credit has disappeared?

Last night I had £155 on my electric meter,  £160 on my gas. I know  I'm changing from SSE to ovo but my credit reading has vanished. I'm now 1.10 debt on the electric and a pound in gas. Will I be expected to pay this debt they've created as I've ample credit. Thanks

109
H
Carbon Cutter*****
9 days ago
R
New Member*
RaydogNew Member*
Posted in My Pay As You Go account

left with no gas

Left with no gas and being told someone would come out 

2
Emmanuelle_OVO
Community Manager
1 day ago
H
Carbon Cutter*****
hallj12345Carbon Cutter*****
posted in My Pay As You Go account

Migration to Ovo Credit Update.

Hello,I recently asked about not having all my credit reapplied after migrating from SSE to OVO.  I spoke to a gentleman called Sebu.  He said a small minority of customers didn't get all their credit reapplied because of a technical failure.  The migration team are working to get this fixed.  It seems I was one of the few  that didn't get all their credit back.  I hope it gets fixed soon and he advised me to keep Topping Up in the mean time.

4
Emmanuelle_OVO
Community Manager
1 day ago
S
Carbon Cutter*
stephenbryantCarbon Cutter*
Posted in My Pay As You Go account

My account / app seems to be showing me what I've used in Kilowatt hours instead of actual cost all of a sudden. How can I revert to actual cost

My account / app seems to be showing me what I've used in Kilowatt hours instead of actual cost all of a sudden. How can I revert to actual cost. (I thought I was paying treble)

2
Emmanuelle_OVO
Community Manager
3 days ago
C
New Member*
Cg1234New Member*
Posted in My Pay As You Go account

bought house ovo supplies but no way to top up

Hoping someone could help please just bought house but no idea how to top up the smart meter that’s installed. At least I think it’s a smart meter I haven’t much idea.here’s what I can see, any help to top this up asap much appreciated thanks  

2
Emmanuelle_OVO
Community Manager
3 days ago
D
New Member*
Dani131988New Member*
Posted in My Pay As You Go account

How to request new key cards

Hi,Does anyone know how I can request new key cards for my pay as you go account?I have emailed two separate emails and havent received a response from either.Thankyou

1
Blastoise186
Plan Zero Hero
6 days ago
H
Carbon Cutter*****
hallj12345Carbon Cutter*****
Posted in My Pay As You Go account

Been Migrated over to Ovo still no credit reapplied.

Hello,Does anyone on this forum work in OVO pay as you go department as I have now been fully migrated from SSE to OVO and my full credit balance still hasn't been applied.  I had the full £400 from the government on there plus some more I added myself.  I had the same problem with SSE last year for a different reason.  I had my meter changed to a smets 2.  I had to literally walk over hot coals with them for months before they sent me a cheque for the missing balance.  People on phone and Web chat just keep saying credit has been added they just don't get it.  It hasn't.  Has anyone else having this problem.  Other thread I am reading about similar things have had theirs reapplied.  They applied £19.96.  Also the phone number 0330 175 9669 isn't PAYG they say there pay monthly and put me through elsewhere.  I suffer from anxiety and hate all this aggravation like last time with SSE.  Can't understand why they just don't put credit back.  Banging head against a brick wall with call cen

3
H
Carbon Cutter*****
6 days ago
H
Carbon Cutter***
HNorthCarbon Cutter***
Posted in My Pay As You Go account

where is my credit?

I am terrified now because my credit has vanished from my smart meter - I had approximately £100 on there when I was suddenly changed from SSE to OVO. The first I heard of this change was a text saying the change was almost complete 2 days ago. I now have no idea how I'm going to top up as I have no money to do so and a small child. My anxiety is off the chart. My smart meter is beeping away saying the credit is about to run out and stop. Where is my money?! If it is going to be 'reapplied' when is this going to happen? I can't be disconnected as I can't heat or feed my child. If it is true that the money is going to be reapplied, when is this going to happen???? I can't even budget as I don't know what I have. I feel like I'm about to have a heart attack over this.

8
Tim_OVO
Community Manager
7 days ago
J
New Member*
JLBNew Member*
Posted in My Pay As You Go account

Waiting for a new top up card - Emergency credit's almost run out!

I had a new meter fitted on 2/2/23 and £20 emergency put on it, which has nearly run out, I’m waiting on a new top up card, which hasn’t arrived yet. I also have £20 on my old card that I haven’t been able to use and need refunded.

7
P
New Member*
21 days ago
T
New Member**
Tunny165New Member**
Posted in My Pay As You Go account

I'm PAYG with Boost- My top up key isn't working, how do I get a replacement?

How do we order a new key for the prepayment meter. This one is causing problems and doesn't always top up at the counter when prompted. Suspect it's just an age thing and we need a new key.

62
C
New Member**
22 days ago
H
Carbon Cutter*****
hallj12345Carbon Cutter*****
Posted in My Pay As You Go account

PAYG SSE to OVO Migration- When will my credit re-appear?

Hello,Yesterday I got a text from SSE saying my migration to OVO is almost complete.  This morning in the early hours my in home display beeped and my credit disappeared.  I was given £15 emergency credit which I didn't use as my supply was still connected.  Then later it beeped 4 times and some of my credit £19.96 is back on my display.  When will the rest of my credit be returned as I had quite a lot plus £66 and £67 from the Government fund.  When can I top Up please I suffer with anxiety.Thank You for any replies

9
H
Carbon Cutter*****
9 days ago
H
New Member**
HarrisNew Member**
Posted in My Pay As You Go account

PAYG SSE smart meter- Moved out and now they say I owe money!

I was with SSE, I had a PAYG smart meter at previous address, when I moved out in November, my electric debt was cleared and meter had £34 credit on it.Now SSE are chasing me for £159 they say I owe them on my PAYG meter.I wrote to them for explanation but just got the same letter back as they sent before, no explanation as to how they calculated this £159.this is not the first issue I had with SSE infact they took me to court some yrs back saying I refused to allow access to fit a smart meter, I did win as I have proof that it was their error and that it was actually ME that wanted the meter in the first place !but I’m now 62 in Ill health and no longer able to work and aren’t strong enough to fight this alonei will be going to seek advice but has anybody else had this issue with them ?

2
H
New Member**
9 days ago
J
New Member**
Jake1978New Member**
Posted in My Pay As You Go account

Could OVO change my meters from prepayment to pay monthly?

Hi I moved into a new home in October last year. The previous owner had pre pay meters in the property with NPower I have already requested credit ones which I passed the credit checks but nearly 6 months on NPower have failed over and over to honour the change of meters and the prices on these meters are once again increasing! I have tried a few other suppliers but they are not interested in removing NPowers prepay meters and advised me to get them too which has been a waste of time can anyone give me some advice does OVO do this?

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C
Carbon Cutter*
24 days ago
C
Carbon Cutter*
Cold and Frustrated AFCarbon Cutter*
Posted in My Pay As You Go account

PAYG SSE- Gas disconnected during migration!

HelloHas anyone else had their gas disconnected during the SSE to OVO migration??Any ideas how to get it resolved as I’ve spent nearly 6 hours over the last 24hr trying to get through to OVO prepayment team.my smart meter currently states that my Electricity is no longer prepayment and gas supply disconnect... 

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N
Carbon Cutter*
26 days ago
K
Carbon Cutter*
kaybeeCarbon Cutter*
Posted in My Pay As You Go account

SSE TO OVO PAYG- Is there an Online Account?

We have just moved to OVO from SSE and I have tried, with no luck to get hold of someone to answer my question. So does anyone know if I can set up an online account when I am PAYG? 

9
D
New Member**
1 month ago
A
Carbon Cutter*
alexmacCarbon Cutter*
Posted in My Pay As You Go account

I'm PAYG with SSE - How and when will the £66 Energy Bills Support Scheme grant be paid to key prepayment customers?

My granddaughter is on a key meter; as she’s a tenant she didn’t know her supplier but we discovered from the interwebby that it’s SSE. So she registered as their customer. When’s the grant arriving and how?

67
S
New Member*
1 month ago
J
New Member***
julieshesheNew Member***
Posted in My Pay As You Go account

Off gas supply with a ‘traditional’ PAYG meter with no top up card received?

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? 

10
Tim_OVO
Community Manager
20 days ago
L
Carbon Cutter*
LynseyC21Carbon Cutter*
Posted in My Pay As You Go account

Migrating to OVO PAYG from SSE- Can't top up!

Just switched over to OVO. Trying to top my electricity. The OVO app doesn’t work for me. Says it’s still waiting for information. Can’t use my old SSE app, it declines every time. Can’t see my usage on in home display. My meter I think is saying bill £12. Which I’m assuming is accumulating debt !  Any help would be appreciated! I have also tried to top up online but it says unfortunately cannot top up your meter at this time. 

56
G
Carbon Cutter**
22 days ago
C
Carbon Cutter*****
Camper SueCarbon Cutter*****
Posted in My Pay As You Go account

Smart Meter changed to Boost- Now off supply!

Came home from work to discover that our electric had been cut off! Not I may add because we were in debt to them or owed any money at all. Our meter is a smart meter, and paid each month on the dot by direct debit. We have lived here 35 years the house is paid for. 5 months ago I received a letter from Boost saying that a Fiona Stead owed them a considerable a mount of money for her electric. The address was ours, I phoned OVO immediately to ask why we had received the letter and that she had never ever lived here, even before we purchased the house. I was told at the time that it was sent in error to us. Well it’s now turn out after trying to find out what’s happening that because of this person we have be cut off!!!! We have one METER it’s not shared accommodation,?please answer me this? How can you have 2 supplies going through one meter? How can you paid your bills on time and have the app to tell you how much electric you are using and how much in credit your  can they cut you of

5
juliamc
Plan Zero Hero
1 month ago
R
New Member*
RorschachNew Member*
Posted in My Pay As You Go account

PAYG meter being replaced- What will happen to the credit?

We are undergoing a renovation and going forward, my old pre-payment meter is going to be replaced with a smart meter. I have £186 od credit on my pre-paymeny meter, which I obviously don't want to lose in the change over. Can Ovo guarantee that credit won't be lost in the change to a smart meter?  

1
Blastoise186
Plan Zero Hero
1 month ago
Jeffus
Plan Zero Hero
JeffusPlan Zero Hero
posted in My Pay As You Go account

Should OVO stop all unwanted switches to PAYG meters - discussion

Major suppliers are starting to announce the suspension of unwanted switches to PAYG meters.https://www.bbc.co.uk/news/business-64504609It would be good if OVO did the same. 

3
M.isterW
Plan Zero Hero
1 month ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My Pay As You Go account

SSE to OVO - If I'm a Pay As You Go customer will I be moving to OVO?F.A.Q.

Updated on 30/01/23 by Emmanuelle_OVO  Moving from SSE Pay As You Go to OVO Pay As You Go What is the process? The first step is you will be sent a letter from SSE explaining the migration process to OVO. Your meters will be put into non disconnect mode (this means the meters will have a constant supply coming through and shouldn’t go off supply). SSE will then process a change of supplier. The credit on your meter will disappear- don’t worry, this is temporary! Your switch to OVO PAYG will happen and you’ll get a letter from us explaining the next steps. Don’t worry your meter’s will still be in non disconnect mode, if everything goes well with the migration the credit will be re-applied to your meter’s. Your non disconnect mode will be removed and you can top up as normal! You can still use your SSE cards, top up online, through any PayPoint stores or via the OVO PAYG top up app. You can find out more about ways to top up here.  Your usage from the non disconnect mode period will be

87617
K
New Member**
1 month ago
L
Carbon Cutter***
LynnybCarbon Cutter***
Posted in My Pay As You Go account

Moved in a house with prepayment meters - how to get account set up in pay monthly?

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 

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R
Carbon Cutter*
1 month ago
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