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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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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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169 Topic threads
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

858366
StewC
New Member***
4 months 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

 Reminder: the Boost app will be closing on 30 September. Boost customers are moving to OVO. That means this app will close on 30 September 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
27 days 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 12/11/24 by Abby_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 meter, h

19089
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Carbon Cutter*
1 month 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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W
New Member*
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
C
New Member*
ColclayNew Member*
posted in My Pay As You Go account
boost to ovo

I need help switching over from boost to OVO I’ve tried number of times to make a new account up in the app and can’t seem to do it

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Shads_OVO
Community Moderator
1 day 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.

570930
S
New Member*
12 days ago
H
Carbon Cutter****
HeatherlouiseleachCarbon Cutter****
Posted in My Pay As You Go account
need top up

Hello I've recently moved into a property which has a smart meter and you supply the electric, I don't have a top up card or key and desperately need electric I've used the emergency an now need to top up how can I doo this please thanks kind regards heather 

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Shads_OVO
Community Moderator
3 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?

5073
W
New Member*
8 months 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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Carbon Cutter*
1 month 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

Updated on 21/11/24 by Abby_OVO 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 ke

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J
Carbon Cutter*
1 month ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go Smart Meter - off supplyF.A.Q.

Updated on 13/11/24 by Emmanuelle_OVO:Off Supply- Frequently asked questions  We understand that it can be worrying going off supply, so we’ve created this helpful guide answering your frequently asked questions about this topic.  If your question isn’t included, you can chat to us here – click the green chat icon at the bottom right of your screen. Or call us on 0330 175 9669 and we’ll be able to help. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. If you’re off supply on the weekend you can still contact our social media team on Facebook or Twitter, they can still arrange an emergency appointment if needed, even on the weekend. If I’ve been disconnected because my credit ran out, how do I reconnect my supply again after I top up? Once you’ve topped up enough to bring your balance above zero, you can reconnect your meter. You can find out ways to top up your Pay As You Go (PAYG) Smart Meter here.  If you have a first generation smart meterFor s

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T
Carbon Cutter****
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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J
Carbon Cutter*
3 months ago
D
Carbon Cutter*
Denny29Carbon Cutter*
Posted in My Pay As You Go account
I'm a prepayment customer (PAYG), topped up gas this morning but it's still not added to my meter?

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

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T
Carbon Cutter*
4 months 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 14/11/24 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 via the following options. 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 shop or Payzone 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/Payzone shopVisit paypoint.co.uk or payzone.co.uk and pop in your postcode Top up onlineMake payments online h

1085842
A
New Member*
10 months ago
S
Carbon Cutter*
simondbarnesCarbon Cutter*
Posted in My Pay As You Go account
Problem with topping up PAYG smart today? Paypoint issue?

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. 

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M
New Member*
10 months 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
23 days ago
M
New Member*
Mrs-KONew Member*
Posted in My Pay As You Go account
Smart Meter Top-Up- Payment failed?!

Topped up gas account and ovo/sse took 4 payments and still didn’t credit gas! impossible to contact!any help would be appreciated. 

458925
L
New Member*
1 month ago
S
Carbon Cutter*****
stevegti6Carbon Cutter*****
Posted in My Pay As You Go account
Top Up isn't working online - what can I do?

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.

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M
New Member*
1 month ago
M
Carbon Cutter*
M4n5aCarbon Cutter*
Posted in My Pay As You Go account
Is my broken meter an RTS meter?

Hello, my meter has been broken for a while now. I am extremely rural and have been unable to manage getting an engineer out to help. ANYWAY i just wondered is this meter controlled by the rts signal.  

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M
Carbon Cutter*
1 month ago
Bradley_OVO
Community Manager
Bradley_OVOCommunity Manager
Posted in My Pay As You Go account
Emergency contact info and our planned PAYG outages coming up - (Nov 2024)F.A.Q.

 If you need to contact us regarding an out of hours emergency follow the steps below: Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergenciesPhone: 0330 175 9669Opening hours:Mon-Thu 8am to 8pmFriday 8am to 6pmSat-Sun 8am to 5pm Pay Monthly and Pay as you go users can also send us a private message on our Social Media channels at the following links:https://www.facebook.com/ovoenergy/https://x.com/ovoenergy?lang=enhttps://www.instagram.com/ovoenergy/?hl=en One of our Social Media team members will respond to your messages as soon as possible and you’ll find the opening hours below:Opening hours:Mon-Fri 8am to 8pmSat-Sun 8am to 5pm  There’ll be planned outages that’ll affect your ability to top up  We want to let you know that maintenance is planned on the following times: Sunday 3rd November from 1am to 9am Wednesday 6th November from 8pm to 2am Sunday 17th November from 7am to 9am Monday 18th November from 12am to 5 am  During this time, OVO Pay As You Go custo

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Bradley_OVO
Community Manager
1 month ago
F
Carbon Cutter*****
Flora48Carbon Cutter*****
Posted in My Pay As You Go account
Has emergency credit amount for multi-rate meters changed?

I’m a pay as you go key meter customer and have always had £20 emergency credit available. Now it has suddenly changed to £15 and when I looked into it on the support package page it says that emergency credit remains at £15. I think it has actually decreased from £20 to £15 which seems like a small amount but considering the cost of living crisis it makes a difference to me! Has anyone else noticed this?

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F
Carbon Cutter*****
1 month ago
C
Carbon Cutter*****
Cid296Carbon Cutter*****
Posted in My Pay As You Go account
Refund for an old meter

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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J
Carbon Cutter*
1 month ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Did you know your traditional top up electricity meter has a ‘fail safe’ mode?F.A.Q.

Updated on 12/11/24 by Abby_OVO Let’s find out more about fail safe mode  What is fail safe mode?Fail safe mode stops your meter from switching off during the night. This means you have a constant supply of electricity even if there’s not enough credit on the meter. You may have also heard this referred to as “non disconnect”. But, you’ll still need a small amount of credit on the meter for the fail safe mode to kick in. Fail safe mode starts at 8pm and ends at 9am the following morning. For example, if you were due to run out of credit on a Saturday night but still have some credit on the meter before 8pm, you won't go off supply until Monday morning after 9am.  How do I know how much electricity I’ve used while I’ve been in fail safe mode? Any electricity used during fail safe mode will show as debt the following morning. You’ll be able to see the amount showing on the meter, and the word “debt” in small writing above it. With the key in the meter you can also tap the blue button to

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Blastoise186
Plan Zero Hero
1 month ago
C
New Member*
CarolinaNew Member*
Posted in My Pay As You Go account
What is 'fail safe' mode?

my pay as you go meter reading doesn't show my credit a electric power cut jus happened in my neighborhood the power is back. but my my meter reading not showing nothing

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Blastoise186
Plan Zero Hero
1 month ago

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