My Pay As You Go account

I’m pay as you go and usually check the app each day to manage my daily usage as with pay as you go there is no previous usage log so can’t monitor what you’ve been spending each day without actually noting it downUsually it updates pretty much everyday for gas and electric but there is those odd days where one won’t update but usually the next day it’ll catch up with itself. However my gas hasn’t updated since 15/05 and it’s now the 20/05 my electric hasn’t updated since 18/05 either. This is the longest time I’ve ever seen it not update. Is there an issue going on with the app in general? 

Hi,How do I change the email address on my Ovo Forum Account to match the email address on the Top Up app and online?  There are no options to do it on the Ovo Forum account.Thank You

Hi,we went to the paypoint with the code provided by one of the call center guy they don’t have OVO keys, can we use another company token to activate with the code? Cheers Natalina

I have recently moved home, my old PAYG online account had a credit/balance of over £800, when i moved home, a new account was set up in the new address, closing my old account it had over £800 in credit, slowly built up over past 8 years, i was not aware of this until i went to complete the moving home section online! they have taken this credit and sent me a cheque for just over £10 which was the balance i left on the meters as we moved out! HELP why have they taken this money, in the latter they sent the deduction is described asMETER BALANCE ALIGNMENTthere is no debt on this new property meter eitherAny advice please, i emailed OVO about this a week ago asking them to explain about the deduction but no reply!

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

Received email about new app - tried to install via playstore but it says it's already installed - I have a pay as you go meter - do I need to do anything or am I already using the new app?

I was asked today to dl the new top app by ovo to manage my account and top up but when I logged in to my account only my gas account is on there no sign of my electric so I can't top up my electric does anyone know a fix for this problem.   

I used the website to set up 2 monthly payments for gas and electric but since the website changed the payment went out but has not shown up on the meter, I cant find the outgoing payments on my banking app to cancel from that end so what do I do?

Hi,We tried to top up our pay as you go “heritage” meter and were met with a flashing display of “call help”. To cut a long story and multiple (poor signal peppered) conversations short, the engineers have failed to show up twice, and we’re still without a gas supply.Has anyone else had a similar problem, and more so, is there any way to circumvent the singular process put in place to deal with our issue? Regards, Customer666

I got this text the other day. When I log in, there’s nothing indicating this on my account, but the text automatically flagged as being from “OVO”. Any help much appreciated!  

I am really stressed and upset.  Earlier I topped up my prepayment electric key and when I tried to out it on the metre it said error:A4.I have contacted ovo, received a code for a new electric key but no shops have them, I have tried so many. I only have enough electric for 1-2 days, can't use emergency credit as the key doesn't work. I will phone up the emergency line but what are my options? Could they send out an engineer with a new replacement key  If I changed to a credit metre how quickly could they do it.  

A while back (a month), I had to get help here via the very kind ​@Abby_OVO to get my missing purchases to show in the app's transaction history again.After supplying details via private message, they eventually magically appeared in my app history and it began to record transactions again.. Until today..Purchased electricity at midday today - August 4, last transaction history entry is in July (this issue seems prevalent when going in to a new month?). When it was 'fixed', the purchase history was updated immediately after this sequence:  The bit that didn't happen today was the purchase history update.This is (choosing words politely) beyond ridiculous that I have to go through this forum to try to affect a 'fix' at OVO's end of things - this is not a 'customer' issue/error, it is the basic functioning of the app not doing what it is meant to.I suggested in a previous post that I was worried that it would 'break' again and that I'd have to go through this again - and sure enough…Frus

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! 

Hi,Apologies if this question has been asked before.… I am due to move to a new flat in the very-near future.Both myself and the current occupier have Ovo Prepayment smart meters ( topped up by phone). How do I go about transferring my account from my home to the new flat, and what will happen to the credit currently remaining?It seems it should be an easy migration, but these things rarely are! All help will be appreciated.  Regards,  Tom

Hi, we have had the low battery warning indicator on our PAYG meter for a week or so. Spoke to OVO who say, it will have to run down to zero before they will replace? - as they don’t do scheduled call outs and it will have to become an emergency. Don’t like the idea of having to let it run down like that, as it’s unpredictable? Apparently it will start beeping when it gets really low?Also what happens to any remaining credit on the meter if the battery dies? It’s not a smart meter. We wanted to top up before the increase in October?

Moved into HMO in January 2025. We pay our bills through our rent. Following the advice online, I sent all mail to previous tenants back with a sticker reading "return to sender, addressee no longer here," or similar. Saturday 27th September we get a visitor at the door who leaves us a letter saying the previous tenant owes almost £2k. Housemate 1 explained the previous tenant hasn't lived here since before January. Monday 29th Housemate 2 calls to confirm what Housemate 1 said. Saturday 4th October, another letter, which I open even though it's addressed to previous tenant. Letter says this is a final notice, and someone could show up and install a PAYG meter with the £2k already applied, so we would have to cough up that amount before even being able to use electricity. I send OVO an email saying absolutely not, this is not our debt. Get an automatic email back saying, "your email address isn't linked to any account so we can't reply to your email." I forward the email to OVO's letti

Hello. Recently moved into a rented property with £47 of Emergency credit on the gas meter. Was given guidance by Ovo over the phone to take my gas card to a paypoint for a Zero Vend. Had no idea what to do after that as it wasn’t explained. Since then i have bought gas via the card and topped up only for the Emergency credit to now show £ 41.  No idea what is going on or where I’ve gone wrong?? Any help greatly received! :)  Thanks  Ste

I’m due to move into a property where the current tenant has a PAYG OVO account. They won’t be using OVO in their next home.Does anyone know whether an existing OVO account can have the name changed to a new tenant, or must a completely new account be created?If the previous account is closed, is there any time limit on opening a new account for the same property? Could the property be disconnected from electricity or gas supplies after some period without any active account?Thanks!

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 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 about bills that

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.

Hi, I’ve used the new app today but it hasn’t sent me a payment receipt via email or text like the old one did and I cannot see top-up history anywhere in the new app. I have notifications enabled etc same as on the old app so I’m not sure how I’m meant to get a copy of my receipt.

Hi.  We had a 7 hour power cut today and when our electric came back on our prepayment key meter display was blank.   i have read it probably means we will have to have a new meter but I was wondering what happens to the credit we had on there?  I dont know the exact amount and obviously cant tell from the meter now because the display is blank.  If we do have a new meter will OVO know how much credit to put on the new meter?  Apart from the receipt from buying the electric I dont have any way of proving how much we had before the power cut.   also Im on economy 7.  Will my storage heaters come on as usual?   hope someone can help.thank you sammy

When i try to register for the new ovo app i get a message saying sorry details dont match. I am on a pay as you go meter for electric and gas and worried that i wont be able to top up online when the top up app closes. I have spoken on love chat numerous times and still no closer to being able to open my account! 

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.

Hello,Just topped up and Credit showing on my meter but not showing balance update online or in app. I have a smart meter.