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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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Pay As You Go - Topic Hub & How to get in touch

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F.A.Q.

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

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

Sometimes it might look like your gas supply isn’t on, even if you’ve just topped up. There are a number of reasons why it can seem like your supply isn’t on even when it is, here are a few ways to fix some of those yourself.  Traditional PAYG Gas Meters My key/card isn’t working – what should I do? We recommend taking the key/card out of the meter and wiping the chip with a clean, dry cloth. If you re-insert it in the meter and it still doesn’t work, please get in touch with us and we can send you a replacement. Is your meter showing an ‘error code’ when you insert your key/card? Or was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, write the error code down and compare it to the list of codes we’ve listed in our guide on error codes here.  Credit on the meter with ‘OFF’ displayed on screen but no supply (e.g £10.00 OFF) If you’ve got credit on the meter but the meter still shows ‘OFF’ on screen, you’ll need to do the following: 1. T

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Blastoise186
Plan Zero Hero
19 days ago
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 12/11/24 by Shads_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 rat

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

Sometimes it might look like your electricity supply isn’t on, even if you’ve just topped up. There are a number of reasons why it can seem like your supply isn’t on even when it is, here are a few ways to fix some of those yourself.  Traditional PAYG Electric Meters Error on meter  Many key errors can be sorted by cleaning the chip on the key using a clean, dry cloth, or by blowing inside the key slot. You can check the error code against our helpful topic here. There’s credit on your meter but no supply If there’s credit on the meter but still no supply, there are a few things you should check: 1. Check your meter display, if there’s credit on the meter with an E at the end (for example A: £10.00E) then it means the meter’s in debt of -£10 and needs to be topped up £10 to restore the supply.2. If there’s credit without the letter E, then electricity is flowing through the meter and the fault is somewhere else in your property, and not with the meter.  3. Look for your consumer unit/t

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Abby_OVO
Community Manager
24 days ago
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 by Bradley_OVO on 22/11/2024Reminder: the Boost top up app will be closing 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
Community Moderator
1 month 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 05/11/24 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

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M
Carbon Cutter**
2 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 29/11/24 by Emmanuelle_OVO:  Check out our video tutorial series:   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 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 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 ‘fai

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Emmanuelle_OVO
Community Manager
2 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

Updated on 07/11/24 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
1 year ago
A
New Member***
Andrew BurtonNew Member***
posted in My Pay As You Go account
prepayment meters

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.

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Firedog
Plan Zero Hero
13 hours ago
J
New Member*
Jak2108New Member*
Posted in My Pay As You Go account
New Top Up Card

I’ve just received the keys to a property I’ve purchased and there is a pay as you go meter. I don’t have any top up card and there is no credit so I have no power. I found a letter from OVO with an account number. How can I top up and get a top up card?

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Emmanuelle_OVO
Community Manager
2 days ago
J
Carbon Cutter*
JC_
Posted in My Pay As You Go account
OVO top-up app not showing up to date meter balances?

I didn't think it was possible to view meter balance/s on the top-up app, however on the app store, some of the reviews say they are able to see their balances. I cannot seem to see mine on the top-up app?

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Abby_OVO
Community Manager
2 days ago
K
Carbon Cutter***
KBHCarbon Cutter***
Posted in My Pay As You Go account
pay as you go shortfall between amount topped up and that registered (10%)

Hello allWhen I used to top up my old meter with SSE, the full amount I bought was transferred to the meter as credit. However, now that I have a smart meter with Ovo, the amount being shown as credit is 10% less than I paid (i.e. purchase £50 credit and £45 is registered on the smart meter).This can’t be normal, is it?

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Emmanuelle_OVO
Community Manager
2 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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R
Carbon Cutter****
3 days ago
R
Carbon Cutter****
RW1987Carbon Cutter****
Posted in My Pay As You Go account
Pay As You Go Final Bill claiming I owe £1000 and OVO refuse to let me complain

Hello, I was moved to OVO from SSE.Pay as you go. I built up some standing charge debt which OVO took approx 80% of every top up I made (which made trying to keep my home warm during the winter impossible!) I tried to get the % of each top up they took lowered, however, they would claim they had done it on the telephone, but didn’t. i did a web chat on several occasions, asked to complain and was told “you can’t complain, it’s debt” and they would end the web chat on me. I paid off the debt and transferred to another company. i received my final statement from OVO, keep in mind I was pay as you, and they claim I owe them £1000, saying in one month my gas consumption alone was £614. i was on pay as you go, I was unable to use gas I did not top up my meter to use. My standing charge debt I had run up was paid off before I left, but they claim this debt on my final statement is actually gas consumption. i have tried to complain again about this and get it rectified, but they constantly tr

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R
Carbon Cutter****
3 days ago
B
New Member*
bartpytelNew Member*
Posted in My Pay As You Go account
how to top up my meter. new tenant

Hello. I just moved in to new property. There is pre paid meter. I don't have card , key, Pan. How can I top up?

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Abby_OVO
Community Manager
6 days ago
V
Carbon Cutter****
Vreid92Carbon Cutter****
posted in My Pay As You Go account
Is my PAYG meter impacted by the RTS shutdown?

We are all electric and on THTC, or so we believe, we moved here in March 2021 and we have been trying to switch since we moved in, due to our apparent meter type we were with SSE then switched over to OVO. Currently going through energy ombusman to get a different meter/tarriff, due to living in the countryside we have to travel to a shop and due to weather it is not always possible and being pay as you go its not sustainable and we were told absolutely no way can we get a different meter and we would just have to wait until the RTS shuts down and hopefully we can get a smart meter(apparently this is not possible at the moment due to signal, yet others on our street have smart meters)OVO have argued that we are on a THTC tarriff..but the rates he gave me dont match the rates on our actual meter, each rate on our meter being 1pence more per kw. We have been told by someone, that our meter is infact an economy 7/10 meter. I cant seem to see the RTS box or the second meter they are claim

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Firedog
Plan Zero Hero
7 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go smart meters and In Home Displays (IHDs)F.A.Q.

Updated on 14/11/24 by Emmanuelle_OVO: How to use your Pay As You Go Smart Meter  We’ve pulled together some frequently asked questions all about your smart meters and In Home Displays (IHDs).  Can the IHD warn me when I’m getting low on credit? Yes, a message will appear on your main menu screen. Then, if you don’t top up straightaway, your IHD will send you another message when your credit is almost used up. At that stage it’ll ask if you want to activate your emergency credit. Want to know more about your IHD? Check out these helpful guides:    Why is my IHD balance different from my app balance? The app balance (available in the Apple App Store or Google Play) gets updated once a day after midnight. If you've used energy or topped up since midnight, then your app balance will be out of date.  It might also be that your meter isn’t communicating with us, in which case your balance won't update in the app. But your IHD will usually communicate with your meter throughout the day to st

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Taj
Carbon Catcher*
8 days 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?  

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Blastoise186
Plan Zero Hero
12 days 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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C
Carbon Cutter**
12 days ago
R
New Member**
rjay63New Member**
Posted in My Pay As You Go account
PAYG gas top-up has given me double credit (traditional gas meter)

Good eveningI ran out of gas this morning and activated Emergency Credit (£15.00) via my card.  A few hours later I topped up my gas card with £5.00 and put it in the meter.  The normal “please wait……..” sign came up but then it went back to the first meter screen (I think it showed £15.00 emergency credit) and then went to the “please wait screen” again.  The next screen that came up was the amount of £0.01p being taken to pay back emergency credit.  It then asked me to press A which I did, however nothing happened (the meter screen was frozen).  After a while it went back to the “please wait..” screen and the £5.00 credit was then added.  However, instead of going back to the first meter screen, “please wait….” appeared again and a second £5.00 was added.  Therefore I currently have £10.00 credit on my gas meter when I only paid for £5.00.Can anybody tell me what has happened here?  Is the meter or gas card faulty?  The meter was installed back in 2007 and the gas card is from 2023. 

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Emmanuelle_OVO
Community Manager
17 days ago
F
Carbon Cutter*****
Flora48Carbon Cutter*****
Posted in My Pay As You Go account
What happens if I don’t use an RTI?

I was struggling to top up my key meter until payday and got in touch with OVO. I was given an RTI to get £75 credit but the repayment rate on the meter is £3.50 a day. I realised that due to the high energy costs and the fact I’m all electric heating this repayment rate will leave me in a worse situation than ever so I don’t intend to use it. It was only for a couple of days anyway. I’d rather switch my heating off! I’m getting a new pay as you go smart meter on Thursday.  Am I correct in assuming that if I don’t use this RTI code and continue to top up then nothing will happen? 

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Blastoise186
Plan Zero Hero
26 days ago
A
New Member*
ApolloMissionNew Member*
Posted in My Pay As You Go account
What to do when i'm off supply on PAYG

This weekend I’ve completely run out of gas, emergency gas and real world money.I’ve not been in this situation before so went through all the appropriate channels OVO provide. The website is very clear the phone numbers and chat are open on weekends, however, if you are part of the thousands of of blundered accounts still on Apollo you cant use those channels.Lets skip the usual grandiose scornful rants and just get to the nitty gritty.When requesting to be moved to OVO a few years ago (before boosts implosion) after a long arduous process with boost due to a simple error they made. Lettergate. They messed it up, only my electric was moved over to Direct DEBIT no probs. My gas remained with boost.Boost was using the Apollo payment network, or something, its very difficult to find genuine information. It wouldn’t be public knowledge just like the booking software taxi offices use for instance. It moved to Orion or OVO use Orion but my account got messed up, again no one knows why but t

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Emmanuelle_OVO
Community Manager
27 days 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? 

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Shads_OVO
Community Moderator
1 month ago
I
Carbon Cutter***
ItagenCarbon Cutter***
Posted in My Pay As You Go account
I need help with a refund from pay as go

Hello,I recently switched to octopus from OVO.I was a pay as go customer for about 6/7 years from when it was SSE and I had a £110 on my in home display meter as balance when the switch happened (the OVO app even says this)I got my final statement through and OVO said "your due a refund" I was like oooh nice I should hopefully get the £110 back as this is what they told me. Opened the statement and apparently I'm only due £48How is this possible? I'm pay as you go, so whatever I have on my meter I've purchased and use in real time.They said that they can see a consumption charge of £50 and a standing charge of £12 which when deducted from the £110 equals £48 (I can do math 😂) this is from the 28 sept to 21 Oct I think they said.I still don't understand though, I don't pay for the last month I used, the next month if that makes sense..if I put the kettle on and it costs £1 then it deductes from the £110... Could someone shed some light on this?Also no debt from emergency credit or anyt

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Chris_OVO
Community Moderator
1 month 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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Shads_OVO
Community Moderator
1 month ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
How to re-enable the electricity supply on your Landis & Gyr smart meterTutorial

Re-enable your Landis & Gyr electricity smart meter by following these steps If your credit has run out and your supply has switched off, once you have credit on the meter again you'll need to re-enable your supply.  In this short video we'll show you how to re-enable the electricity supply on your Landis & Gyr (L+G) meter. Before you begin make sure you’ve switched off all appliances.  If you’re off supply and unable to reconnect following the steps outlined in the video, please contact our Support team directly. The best way to get in touch with us is via chat. Click here and then on the green icon on the bottom right of your screen. Or call us on 0330 175 9669 Opening hours Monday to Friday: 8am to 8pm Weekends: 9am to 5pm Thanks,The OVO Team 

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Shads_OVO
Community Moderator
2 months ago

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