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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.

  • 185 Topic threads
  • 1,856 Comments
184 Topic threads
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 on 22/01/25 by Abby_OVO Reminder: the Boost top up app closed 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
Retired Moderator
J
New Member*
Jessica92New Member*
Posted in My Pay As You Go account
refund

Can I get a refund from my top up key as I’ve moved out?

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Emmanuelle_OVO
Community Manager
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Carbon Cutter*
rjay63Carbon Cutter*
Posted in My Pay As You Go account
New traditional PAYG gas meter installed recently; will OVO have these details on file yet?

Good eveningI had a traditional PAYG gas meter that broke down at the weekend (it shut off the gas and blinked “CALL HELP” at me).  I contacted OVO via webchat and they kindly arranged for an emergency engineer to replace it.  The engineer replaced it with another traditional PAYG meter and topped it up with £30.00 emergency credit.  They advised me a new card was needed.OVO webchat advised me that I needed to wait until Tuesday (today) before contacting them to order a new PAYG card. I did this and initially received a ‘Tag Code’ only to find out that my chosen location did not have any suitable PAYG cards.  I therefore contacted OVO webchat again and found another location that states they will have suitable cards.  A new ‘Tag Code’ was issued as this location uses PayZone instead of PayPoint.  One of the OVO advisors on webchat stated that locations could use a competitor’s PAYG card if they do not have the right branding but I did not like the sound of that.So, as it stands I will

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Chris_OVO
Community Moderator
P
New Member***
PriyachNew Member***
Posted in My Pay As You Go account
is this a rts meter?

Please could someone advise if it's RTS meter? I asked OVO and they said they can't advise. I don't want to switch to smart meter just yet if I don't have to. The photos attached are of my communal cupboard where my meter  is circled in red. There are 2 other meters serving other flats.  

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Blastoise186
Plan Zero Hero
E
New Member**
ecremerNew Member**
Posted in My Pay As You Go account
My PAYG meter showing 'Low Battery'- What should I do?

Hello,my pay as you go meter shows low battery. Could you please help me what to do?thank youEliette

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Chris_OVO
Community Moderator
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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Blastoise186
Plan Zero Hero
S
New Member*
Sandra dNew Member*
Posted in My Pay As You Go account
Topped up my traditional meter at the shop- But money hasn't gone onto the meter?

Hi hope, some one  can put  some light on this matter went to the local spare shop and put £200 on my top up key got the receipts put the key in the meter  says token accepted  but the £200 didn't  show up ?So went to the post office  and they say that they don't take ovo top up keys  no more can someone  tell me why thanks  

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Chris_OVO
Community Moderator
A
New Member*
Ailish28New Member*
Posted in My Pay As You Go account
Pay as you Go meter still showing a debt on the meter after topping up, why is this?

Has anyone got any idea what is going on! Was with SSE PAYG and received an OVO card. Put £20 gas on worked fine. Said I had £8, £8 emergency credit and the rest owed. This came out of the £20. Used the gas then went to use the emergency and the meter said I owed £28. Put £40 on today, I have now put my card in again to use my gas and it's now saying I'm another £38 in debt!!! I don't understand what is going on. I'm a single mum with a 2 year and had no gas now for a month. I have to wait until I have the money to top it up and all they are doing is taking my money and I still have no gas. Any advice would be helpful. I will contact them in the morning. I'm so angry I have to wait another week for my wages to put more money on! 

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Chris_OVO
Community Moderator
C
New Member*
Cosmic8eeNew Member*
Posted in My Pay As You Go account
How do I add emergency credit?

Hi, I currently have only £4 left of emergency electric credit from £20. Do I have to top up to get out of emergency credit? I only have £15 which only takes it to £19., any advice welcome 

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Chris_OVO
Community Moderator
A
Carbon Cutter*
Abiodun ArogunmayaCarbon Cutter*
Posted in My Pay As You Go account
I moved to a new house but I can't top up.

I just moved into a new house, and the energy supplier is OVO. The units were running out, so i tried to top up, but it wouldn't let me do that on the app, so I had to do it online on the Web. My account was debited £20, and I got a prompt saying the transaction wasn't successful, yet my money hasn't been reversed, and I don't have units! 

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Ben_OVO
Community Moderator
C
New Member***
ColliesRGreatNew Member***
Posted in My Pay As You Go account
I need to have the previous tenant's debt removed from the meter so I can top up

Hello,I have inherited a property from where the previous tenant (life-renter) died and I fell heir to it via my fathers will. The property has a PAYG meter served via OVO and had a current debt owed balance of £197.00 when I took over the property. I spoke with OVO and set-up my own OVO account in my name and was assured that the previous tenants debt was not something I should worry about as the account balance would be set to zero at the point of me setting up my account. I was told I was not responsible for the previous occupiers debt.In order for this to happen I have been given several codes on different occasions to add at the Paypoint to a new key I was provided with. The first code failed as no-one at OVO told me these are time sensitive and last only 24/48 hours and it took 4 days for the new key to arrive rendering the code void. I was then given a new code which the Paypoint operative said was successful when added to the key.OVO’s instructions were to then insert the key i

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Abby_OVO
Community Manager
D
Carbon Cutter*
DazwebbCarbon Cutter*
Posted in My Pay As You Go account
I'm PAYG moved supplier to OVO - Need new top up card

I've been moved to ovo. My current gas payment card isn't working. I'm not paying £5 my old supplier didn't charge. I can't get on ovo app to see if I can get a bar code. 

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C
Carbon Cutter**
M
Carbon Cutter*
Markos74Carbon Cutter*
Posted in My Pay As You Go account
How do I get previous credit added to new meter?

Hi everyone I had £14.97 credit on my pay as you go meter i had a smart meter installed 4 days ago and the 14.97 has still not been added engineer who installed smart meter said it could take up to 2 days anyone have any advice Thanks

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Abby_OVO
Community Manager
Fuzzycat
Carbon Cutter*****
FuzzycatCarbon Cutter*****
Posted in My Pay As You Go account
Left OVO with credit balances on payg smart meter- How do I get my refund

Hello…. Whats peps experience of getting refunds on smart PAYG balances when switching away from ovo? i.e. Time frame of getting leaving invoice and cash in your hand? I’m transferring 10/2/25 as a new supplier has cheaper S/C even on payg. (Ofgem KWH rates apply) thanks

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Emmanuelle_OVO
Community Manager
K
New Member**
KreillyNew Member**
Posted in My Pay As You Go account
Gas supply still off after topping up, how can I get it back on?

My gas had run out whilst I was at work. I went and topped it up but by the time I came home the supply had been disconnected. I have credit in my account as shown on smart reader but I don't know how to reactivate the gas. Can anyone help please 

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Emmanuelle_OVO
Community Manager
S
Carbon Cutter****
simbeagCarbon Cutter****
Posted in My Pay As You Go account
High electric costs?

Hi could you help my electric seems to be really high usage I'm currently using nearly 180pounds  this month for electric is this right for a 3 bed terrace house 

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Chris_OVO
Community Moderator
L
New Member**
lsferNew Member**
Posted in My Pay As You Go account
Top Up not working- CRC error

I recently switched to a smart meter, I've got an Aclara meter, and i’ve tried to top it up through the app (this said the payment went through) but I waited for over an hour and nothing changed. So i tried to put in both payment codes in manually and both came up with a CRC error. I have £4 left of emergency credit so please help :(

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Emmanuelle_OVO
Community Manager
J
New Member**
jcsbridgeNew Member**
Posted in My Pay As You Go account
Can you set a threshold for automatic top up?

Is it possible to set up automatic top up when credit reaches a certain amount on the app?

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Emmanuelle_OVO
Community Manager
B
Carbon Cutter***
berwyn4Carbon Cutter***
Posted in My Pay As You Go account
Blank prepayment meter due to power cut

Hi.There was a power cut on the 24th of December. When the electric came back, the meter screen was illuminated but blank. There was £228 credit in there at the time. Usage is apporx £8 p/w. New smart prepayment was due to be fitted today, but unfortunately the engineer couldn't transfer the credit from old meter directly to the new one as he doesn't know how much is in there. Ovo are supposed to phone to say how much would be put onto the new meter. My question is, how would Ovo know how much credit to move from the old non smart meter to the new smart meter? Basic working out would be around £172 remaining in it.The engineer has rearranged the fitting until later this month so ovo have time to call and say how much will be added onto new meter. Thanks 

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B
Carbon Cutter***
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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Blastoise186
Plan Zero Hero
T
New Member*
TinkNew Member*
Posted in My Pay As You Go account
smatt metrr top up

Evening everyone im unable to top uo electric on my smart meter under maintenance i only 1 pound on and emergency used will it go off please

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Ben_OVO
Community Moderator
weedug
Carbon Cutter***
weedugCarbon Cutter***
Posted in My Pay As You Go account
Meter saying 'Call Help'- Off supply on a Sunday

tried tobregister new ovo card on gas meter, came up with CALL HELP….I did this at 11.35am only to be told I had to wait till my credit went down to 99p, rang again at 2pm they said an engineer would be out in 4 hours, now 9.15pm no engineer or call, no heating can't make hot food, breathing is suffering,  no priority number to call, have emailed complaining to them, no doubt like today will be fobbed off, think its disgusting you can't get a human on a Sunday night

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S
Carbon Cutter*
K
Carbon Cutter****
KatebrookCarbon Cutter****
Posted in My Pay As You Go account
I'm PAYG & off supply- Engineer didn't show

Gas top up card stopped working at the paypoint, phones customer support, they gave me a code, wait 2 hours and get new card,.. Nearest place with any cards was 45mins walk,  off I go, gets there code wouldn't work,  fones back, gets new code,.. Goes back to shop that one didn't work.Fones back up they said they had booked an engineer for between 8pm - 11pm,... Its now 1.10am and guess what? Engineer hasn't turned up.Im Cold, ( no Heating), I'm tired, I've no hot water, it's a gas cooker,..and a gas fire, I'm not impressed.. going to be fun trying to get the kids ready for school in morning.Will I be charged for this engineer, even though he didn't turn up?? 

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K
Carbon Cutter****
M
Carbon Cutter****
mquinnCarbon Cutter****
Posted in My Pay As You Go account
Debt repayment whilst running on emergency credit?

Do I repay a gas debt and standing charge whilst running on emergency credit 

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Ben_OVO
Community Moderator
M
New Member***
Micky180New Member***
Posted in My Pay As You Go account
Scheduled payment on PAYG- Is this an option

Hi I am trying to setup a schedule weekly payment on payg meter why can’t I do it

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Ben_OVO
Community Moderator

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