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.

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Tutorial

Smart Meter Video Tutorial Series

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F.A.Q.

Pay As You Go smart meters and In Home Displays (IHDs)

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Tutorial

Pay As You Go Smart Meter - Top up issues

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209 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 15/04/24 by Abby_OVO 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 over time.  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 blue chat icon at the bottom right of your screen. Or call us on 0330 175 9669. Not sure how to activate the emergency credit on your smart meter? Check out our topic hub with guides on how to do this for your meter type:  How will I pay my debt back on a meter in Pay As You Go mode? We’ll put the debt onto your meter and set the amount you pay back at an affordable daily rate

1953104
C
New Member*
2 months ago
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 26/03/24 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:  Any PayPoint shop. Find your nearest at paypoint.co.uk or call 0330 400 0000. Any Post Office. Find your n

676351
M
New Member*
4 months ago
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

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 work

16570
Abby_OVO
Community Manager
10 months ago
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 20/09/23 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

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Jeffus
Plan Zero Hero
1 year ago
T
New Member*
terrycooper1969New Member*
Posted in My Pay As You Go account

Power Move - can't see credits.

I’ve hit the power Move targets for a number of months now, and had the emails to confirm this. But I’ve not noticed any credits put onto my meter. I’ve asked OVO via online chat, and they said they can’t view Power move on my account, then fobbed me off with a link to the app , which I already have.Where and when do the Power Move credits get added, and where can I chaeck this for myself please?

2
Nukecad
Plan Zero Hero
16 hours ago
J
New Member*
JessicaM3000New Member*
Posted in My Pay As You Go account

Why can't I see my balance in the top up app?

I don't live at the property and cant see the amount remainng in the top up app so have no idea what the balance is and when it needs topping up. Am I missing something? Can others see their balance in the app?What is the point of an app that doesn't give you your balance. Most annoying.TIA for any advice and help.

2
Abby_OVO
Community Manager
2 days ago
U
New Member**
Unhappy at PAYG chargesNew Member**
Posted in My Pay As You Go account

How do you get into debt on a PAYG top up meter?

Just very curious as to how I managed to get into a £450 debt transferring to OVO when I have been using PAYG - literally Pay As You Go - top up meter for years??  Any ideas?  I do not have any other meters, accounts or residences, and I live in a studio flat alone!

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D
Carbon Cutter*
15 days ago
T
New Member**
TenznNew Member**
Posted in My Pay As You Go account

Topped up at convenience shop, top ups not showing?

About three hours ago I took my phone to the local shop. First shop worker couldn’t scan the barcodes. Shop manager put them in manually. He said I couldn’t put more that £49 on each utility.  It hasn’t shown up. Still on £13.  I have issues leaving me home. I wanted to put £150 on to cover the month.  What are my options and have I lost £98? 

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Abby_OVO
Community Manager
4 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My Pay As You Go account

Traditional Pay As You Go meter error codes and what they meanTutorial

Meter error codes for your traditional Pay As You Go meter Electricity meter screen codes: RESET, TOKEN NO or ERRORS 1, 2, 3, 50 or 99: We need to change your meter – please call 0330 175 9669 as soon as you can, so we can sort it out. Blank screen: if the red light isn’t flashing, there’s no power getting to your meter. Please contact your District Network Operator (DNO). The easiest way to contact them is to call the power cut helpline on 105. If the red light is flashing, insert your key in the meter and hold down the blue button to wake up your meter. If this doesn’t work, give us a ring on 0330 175 9669, as something might be wrong. ERROR 6: you’re using the wrong key, or your key has stopped working. Please contact our Support team and we’ll tell you how to sort out a new one. ERROR 10: this can mean your key needs a clean – so try wiping the chip with a clean, dry cloth and then put it back in. If that doesn’t work, you’ll need to pick up a new key. ERROR 11 to 44: you need a ne

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Abby_OVO
Community Manager
4 days ago
StewC
New Member***
StewCNew Member***
Posted in My Pay As You Go account

How long to wait to use new top up key?

I have had new  pay as you go electric meter installed today and got a new top up key. How long for the new key to be activated ?I tried toping it up earlier today and the key was’nt recognized at the paypoint. Is there waiting period to for my new key to be activated ?grateful for any help.    

2
Abby_OVO
Community Manager
8 days ago
D
New Member***
DanTheDustmanNew Member***
Posted in My Pay As You Go account

What's my off peak hours on pre payment meter?

Can anyone inform me of my off peak hours?I'm on pre payment meter so I suspect they're little different to a contract, I imagine I am being ripped off by getting less hours or later start times 

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Firedog
Plan Zero Hero
9 days ago
A
Carbon Cutter****
AndreHCarbon Cutter****
Posted in My Pay As You Go account

PAYG meter and OVO keep sending emails saying I'm using gas and not paying! ( gas is off )

Been on  a Payg gas metre with SSE now OVO. Twice now since OVO took over had email saying I'm using gas and not paying. Last email saying I owe money, even though metre in credit.Now the funny part is, my gas isn't even on! I'm not living in the property, Gas boiler doesn't work and I have it switched off at the metre. So I only need to top it up on the card here and there to cover the standing charge. I phoned helpdesk both times and was told to ignore the email, but why is this even happening?It seems to me the system doesn't like the fact I'm not using gas, so assumes that I must be and just makes something up out of literally nothing. Please please 🙏 OVO can you sort yourselves out!! If it happens again, I'm seriously thinking about just permanent disconnect. And or switching to another company. Seems like I'm not the only one on PAYG that has these problems. 

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Emmanuelle_OVO
Community Manager
9 days ago
F
New Member**
Fluffy CarrotNew Member**
Posted in My Pay As You Go account

Traditional key meter says error D2?

Key refused at shops unable to top up the meter display says error d2

2
Shads_OVO
Community Moderator
14 days ago
T
Carbon Cutter*
TracyH80Carbon Cutter*
Posted in My Pay As You Go account

Pay as you go bill for debt! How is that possible?

I moved into a new property (owned) in December. It had pre-payment meters for gas and electricity with a key and card for top up. I had smart meters installed on May 3 and on May 15 received an email from SSE/OVO advising my final bill had arrived and could I log in and pay it. I have not received a bill and have never used emergency credit on either meter. After two hours of phone calls speaking to six different people, a two day chat in Whatsapp and thirty minutes on hold today  I am no further! They advise I owe £60.27p however no one on any call or message system could confirm how or why I allegedly owe this amount, or whether it is for gas, electricity or a combination of the two. I have not received a bill and no one has been able to send me another copy of it. I was hoping to transfer to being a direct debit customer but I’m not sure about this as you don’t seem to be able to get finance correct when I pay in advance!  Any other pre-payment customers  receive random emails abou

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Shads_OVO
Community Moderator
14 days ago
Mrslewis79
Carbon Cutter***
Mrslewis79Carbon Cutter***
Posted in My Pay As You Go account

Why isn't balance showing on Boost app after migration?

I was originally with ovo but was moved to boost and now I've been moved back.Got the ovo appTried to register on website and it's saying I have to make a new password it takes me to the website which is being renewed. So how am I meant to sort that out? Also why isn't there a balance on the app?I'm a pay and go customer if my in home display was to fail I wouldn't be able to track balance, I would also like to point out this isn't good for people with disabilities who can't navigate websites etc or in home displays to not be able to see balances.

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Mrslewis79
Carbon Cutter***
1 month ago
S
Carbon Cutter***
sanddy24Carbon Cutter***
Posted in My Pay As You Go account

Why am I getting an error on PAYG phone app using my Android?

I'm on PAYG so downloaded the app to both my phone and tablet (both android)   I can access my account through the tablet but the phone just gets the popup message OVO has stopped, does anyone know how to fix this?

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Firedog
Plan Zero Hero
1 month ago
D
Carbon Cutter*
da silvaCarbon Cutter*
Posted in My Pay As You Go account

I need a new top up key, how can I get a new one?

Hi,we went to the paypoint with the code provide by one os the Boost callcenter guy, they don’t have Ovo token key, can we use another company token to actiavte with the code? Cheers Natalina

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D
New Member*
1 month ago
C
Carbon Cutter*****
Cid296Carbon Cutter*****
Posted in My Pay As You Go account

Traditional PAYG meter with blank screen

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.

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Shads_OVO
Community Moderator
1 month ago
M
New Member***
Max12BLNew Member***
Posted in My Pay As You Go account

I moved to boost energy and had missed appointment from marston holdings engage. Who are they?

Hello Today out of the blue I had someone from Marston holdings engage services turn up for a safety inspection of my metering equipment. I was not expecting anyone and just thought it was someone trying to sell something, as they left they put a letter through the door. The letter states that I am now a customer of boost energy, i am with OVO energy and that I apparently received a welcome letter which was previously sent - i have received no letters and no notice of any appointment to carry out safety inspection of my metering equipment - I am a pre payment customer. I do not want a smart meter and am happy as I am . What do engage services of Marston holdings do? On the account number on my letter in ends with the word reco? I am confused.

1
Blastoise186
Plan Zero Hero
1 month ago
A
Anonymous
Posted in My Pay As You Go account

What's the problem with my new account and the OVO welcome letter?

Hello everyone,  I hope you’re all having a nice day, Having recently been moved over automatically from SSE PAYG to Ovo Energy PAYG I received my welcome letter dated 2 August 2023, it stated my move was complete so I thought I’d give them a call to confirm a few details, like making sure I’m still registered with priority service, that I can I top up my electric key at paypoint without any issues etc, generally get some more information I needed in regards to my specific concerns. Yesterday in my 1st call using 0330 303 5063 I got from google search, I got told that my “account is still pending”, 5 days after welcome letter saying everything complete & ready, today I tried webchat for an update & to get more information, they told me they couldn’t access my account & to phone 0330 175 9669 as web chat is not available/set up at the moment for prepayment meter customers like myself (not very good is it?), so I called them on that number, 18 minutes on hold then the calls r

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P
Carbon Cutter*
1 month ago
P
Carbon Cutter*
PolitesCarbon Cutter*
Posted in My Pay As You Go account

Service Complaint - Advice needed!

It has taken 5 years to get SSE/OVO to finally organise installation of a smart meter- eventually found out why.When they sorted the change from SSE to OVO, they wrote my e-mail incorrectly. I had absolutely no say nor input in them swapping me to OVO, it was all handled on their end.Why were they exchanging my address by word of mouth instead of simply copy-pasting it over? Also learned they had incorrectly marked me as having a smart meter for both services.Had to chase them over the course of 2 years to get 1 meter updated and the other actually installed as each time I was told ‘it will be sorted’, I heard nothing back and never had anyone contact me after to actually confirm anything.When they updated my Electric meter, I had £20~ on it. I left it 24 hours but my credit didn’t appear on the meter and I was running out, so I activated Emergency Credit and called support. They informed me they’d set it up- a worker topped it up but didn’t reset the Emergency Credit. Last week, my Ga

6
Shads_OVO
Community Moderator
1 month ago
A
New Member**
ArchiesMum01New Member**
Posted in My Pay As You Go account

Are OVO traditional key meters payzone or paypoint please?

HiI just need to know if I can top up my key for my traditional electric metre at a paypoint or payzone store.?Plenty of Paypoint stores around but not Payzone... Payzone web page list's several stores but when I get there they no longer provide the service, the post office is closed & the staff in my local Tesco are NOT helpfulIs it possible to top up a payzone key at a paypoint store?Thanks in advance

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A
New Member**
1 month ago
N
Carbon Cutter*
nualaellenCarbon Cutter*
Posted in My Pay As You Go account

Moved into house supplied by Boost

Hello, I bought a house in November but haven’t fully moved in until recently. I need to put the gas & electric meters in my name because although I can top up the electricity meter with the precious owner’s card, it will not let me do this with the gas meter. I gas meter is now in debit so will need to pay that. It is extremely difficult to get through to anyone on the phone and there seems to be no options to deal with this online. I am fed up of being without gas. I need advice please on the quickest and easiest way to go about this, and how long should the switch over take? Thanks. 

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N
Carbon Cutter*
2 months ago
N
Carbon Cutter****
NeddyMoraiCarbon Cutter****
Posted in My Pay As You Go account

Owe my old supplier? But I was PAYG?

I am trying to contact SSE energy Services limited. I have received a default notice on an apparent debt I owe them on my PAYG electricity account, from  before I was switched to OVO. The period given is 04/04/2019 - 23/05/2023. I have not received a bill before. The first I knew was a default notice from LCS.  I am trying to get a copy of the bill as I am still unsure as to how I owe them anything. OVO have no record of any debt. Any advice would be welcomed.

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Blastoise186
Plan Zero Hero
1 month ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Pay As You Go Smart Meter - Top up issuesTutorial

Updated on 29/02/24 by Emmanuelle_OVO:Top up issues and frequently asked questions  How can I top up my Pay As You Go meter? You can add credit to your meter in 3 simple ways. Top up anything between £1 and £200 at a time.Helpful to know: you’ll need to add credit to your electricity and gas meters separately (if you have both). OVO Energy Top-up appDownload the OVO Energy Top-up app from the Apple App Store or Google Play to add credit anytime, anywhere. You’ll need to use your top-up card numbers – this is the 20-digit number on your gas or electricity Pay As You Go top-up card that we sent you. The app also lets you track all your top-ups and save bank cards to make the process easier PayPoint shopYou can top up at any PayPoint shop. Just show them your top-up card numbers or the barcodes in your OVO Energy Top-up app Find your nearest PayPoint shopVisit paypoint.co.uk and pop in your postcode Top up onlineMake payments online here  When you buy credit, it’ll usually reach you

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I
New Member*
2 months ago

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