I’ve been trying to top up my Gas today however I keep getting the message to enter a valid account number despite it being correct. I’ve also tried topping up my Electricity to see if it was an issue specific to Gas but it’s also saying my number is invalid there as well.
The numbers I’m entering are correct and I’ve even copied and pasted the account numbers from my previous email receipts just in case I had been making an error when entering the numbers and it’s still saying they’re incorrect.
What is going on? I’m almost out of Gas.
Best answer by KatMac
Updated on 05/08/25 by Abby_OVO
Hi me again, I was using the portal on my devices if that's the word..via Google link to top up ...didn't work (account number not valid) but just downloaded app (same email and password) and its worked .. no idea if top up via link is working now again as gave up trying but app defo worked its added to smart meter screen. 👍
If you’ve not already got it, you can download the OVO Energy Top-up app from the Apple App Store or Google Play, where you can top up quickly and easily at you’re own convenience.
For more on issues with topping up, check out this handy guide:
Mine doing the same, and no one available to help on a Sunday! I'm new to Ovo ..this isn't good! Website was under maintenance this morning so hoping its a glitch for now :(
I’m having the same issue with electric. Been ringing them since Thursday when new meter installed. They can’t fix it. And then to rub salt in the wounds a user on this forum blamed me for my issues.
Hope you get it sorted soon. I have to take a day of work tomorrow so I can chase ovo. I will be taking legal advice.
Hi me again, I was using the portal on my devices if that's the word..via Google link to top up ...didn't work (account number not valid) but just downloaded app (same email and password) and its worked .. no idea if top up via link is working now again as gave up trying but app defo worked its added to smart meter screen. 👍
If you’ve not already got it, you can download the OVO Energy Top-up app from the Apple App Store or Google Play, where you can top up quickly and easily at you’re own convenience.
For more on issues with topping up, check out this handy guide:
Hope you get it sorted soon. I have to take a day of work tomorrow so I can chase ovo. I will be taking legal advice.
Legal action is rarely the best path. Takes forever when a much simpler and cheaper route exists like https://ovoenergy.com/feedback .
Hi me again, I was using the portal on my devices if that's the word..via Google link to top up ...didn't work (account number not valid) but just downloaded app (same email and password) and its worked .. no idea if top up via link is working now again as gave up trying but app defo worked its added to smart meter screen ..... 👍
Glad to hear that worked for ya! Stop by again if you still have trouble. :)
I’m new to Ovo, previously with Southern Electric before the transfer.
I’m struggling to register with the App. to enable me to buy credit for the electricity meter. It asks for a 19 digit account number, but all I have received is a letter from Ovo with an 8 digit account number.
I have not received any top up card for the electricity.
We don’t have access to accounts here at the Forum, so you’ll need to get in touch with the Support Team who’ll be able to help you get this registered and get topped up.
Please contact OVO Pay As You Go, the best way to get in touch is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. Or call 0330 175 9669 during the same times.
Check out this topic hub for more information too:
I need some help and support. I have an old pay as you go smart meter in my flat. It’s an electric meter.
I arranged an engineers visit to change the sse smart meter to an Ovo smart meter that “talks” to their systems. However the engineer did not arrive.
I am now in a position that I can not top up the meter as the Ovo card that was issued does not allow the meter to be topped up as it is an sse meter. I can not use my old card.
I am now on emergency credit with no means of topping it up. Ovo can not see the meter at all on their system.
Can someone help at all by advising how I might top up at all?
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.
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? Was there an error code when the shop assistant popped your key or card in a PayPoint terminal? If so, note the error code down and compare it to the list of codes we’ve listed in our guide on error codes here. That’ll help us work out how to fix the issue quicker when you contact our Support team (Monday to Friday 8am to 8pm, and 9am to 5pm on weekends).
How to get in contact about my OVO Pay As You Go account
The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
Or call us on 0330 175 9669 during the same times.
Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.
There are also tons of helpful resources and information available on our OVO Help pages.
If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.
I have tried that on both my tablets, and cleared the cache, had lots of help via Chat, still no joy but topped up via phone/customer services. Not sure what will happen next time though.
Any ideas what that could be? It was OK a couple of weeks ago, so frustrating as I can't drive right now and am going into hospital in a couple of days. Any ideas to try would be much appreciated x
It’s absolutely freezing and my gas ran completely out on my meter 2 days ago. I’ve just been paid and have went online and logged into Ovo energys top up app to top up and it says they’re having technical problems! So when can I get my gas on ? I’m asthmatic and the cold air sets off my asthma and gives me a constant tight chest. I also don’t think it’s fair that it’s now my problem too. There should be contingency plans for such an issue. I hope I’m offered some kind of compensation for not having access to heating and hot water, especially in this weather, through no fault of my own.
Sorry to hear about this, though I hope you’ve now been able to top up?
There was maintenance on the app between 12am and 5am so that’s likely why it was unavailable at the time.
There are measures in place with PAYG top-up system, especially on a smart PAYG meter. There are warnings within the app prior to maintenance that show the times of upcoming downtime periods, so I’m sorry if you’ve not seen this before hand. We also keep out topic above updated with the next PAYG top-up outages.
Your meter should also go into friendly-credit mode in the evening so long as there is credit left in the meter before the period ends, but if you’re already off supply before this, it won’t come on.
You mentioned it ran out 2 days ago? If you’re in need of some additional help in between payments, we can assist - you shouldn’t be without and the Support Team can offer help. There are lots of things they can do to support you, I’ve linked below to a topic which runs through a lot of what they have to offer, but they may have other options available directly:
Can't register on portal or app as have new smart meters installed in property just moved in, and the app and portal.require these things I dont have. Why didn't I get from engineer or in an email from ovo? I'm paying bill monthly, so they knew I didnt have a top up card, yet still asked me to use app. Frustrating. I noticed the gas isnt showing on the home display, is that because its not synced properly yet it doesnt let me choose it?
The other app, OVO energy app, is for credit (pay monthly) customers to view their accounts, download links can be found here: https://www.ovoenergy.com/ovo-app
If you are paying monthly rather than topping up a PAYG meter then you don’t need the PAYG OVO energy Top-Up app to top up the meter. Instead you want the OVO energy app.
The gas not appearing (yet) on your IHD is a different matter.
As you say it could be simply because it has not synced yet. You could ring customer support and ask them to have an “Xjoin” command issued to the communications hub. However depending on how long it is since the new meters were installed they may tell you to just wait a while to see if it sorts itself out. The initial setting up of new meter’s communications can sometimes take up to six weeks to complete.
(It is also possible that the gas meter is simply unable to communicate by Zigbee wirless with the hub on top of the electricity meter, that can happen if the gas and electricity meters are too far apart, or if there is something like thick walls or a metal cabinet, etc. between them. it’s probably much to early yet to say if that is the case, but if it is then there are some possible solutions that might help).
There is no scheduled PAYG outage today, but it may be an unplanned one?
However you will be happy to know that if your PAYG credit does run out over weekend then there is a ‘Friendly Credit’ from 4pm on Saturdays until 9am on Mondays; so that your supply will not cut off if credit runs out during that period.
See the thread linked below for: “You may experience planned outages that will affect your ability to top up on the dates shown below” which give the planned outage times and explains the friendly credit periods.
also see: “Are you a Pay as you Go customer? Here are our opening hours and contact options below:”
Support for PAYG customers by telephone, or by webchat, is open on Saturday and Sunday,
Thank you for your reply. I had read another customer saying the same problem with the new Ovo app for top ups ( not the original top up app). The one they are testing with some customers. I phoned and the issue is being raised with the team. She said on the phone no issue were raised earlier so she put one through. There is usually a message online saying about any maintainence. I have topped up over the phone on the automated telephone line and it topped up.
@NotSoSmartMeters I hope you’re well. Please let us know how things are going now after the weekend - I’m hoping you’re all set up now but, if not, let us know and we’ll do our best to help you. If you’re in need of PAN numbers then the PAYG Support Team can give you these. They should have been emailed to you in the first instance, so check your junk folder in case they came there.
Have you already asked to be switched to Pay Monthly? If so I’m hoping this may have already been done. If not, have another chat with the Support Team about this - they’ll be able to get you switched over.
