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:
I see that you've posted this question in a few different places, so I wanted to let you know that we’ve checked in with our team about any top-up issues others might be experiencing.
We usually keep the banner at the top of the Forum updated with any PAYG outages, so that’s a good spot to check first. If you're still having trouble after that, reaching out to Support is always a great next step.
I'm really glad to hear you were able to top up over the phone! It sounds like the apps have been a bit tricky for you. We’ll keep you posted as soon as we get more information 😊
For some reason the OVO webpage I arrived at online only gave me links to PAYG portal and app But I managed to install the right one thanks to the links provided here. So now pay monthy is set up. My AHD is now showing gas as well as electric which is great. The downside is the debt on the meters hasn't disappeared and I'm getting emails and texts about paying it. I've got an OVO agent calling tomorrow so I'm hoping it can be resolved. The first bill.appeared and I had to pay £67 for last month, which didn't sound right seeing as I was only there for two weeks of that time and didn't have any white goods during that time. Just heating, hot water, lights and charging phone. Hopefully it'll all get resolved. Thanks to Nukecad for helping me get access to the app.
I’m happy to hear that this is partially resolved, and I’m hoping that it won’t be too long until your completely set up and happy that you’ve been charged correctly.
When you speak to the advisor they’ll be able to check the charges for you to see if they’re accurate. Even with the change from PAYG to PAYM, the smart meter should have been recording the readings and sending them to us automatically. I live in a one bed property with electricity and gas, and my bills are generally around the £80 - £100 mark in the winter. The heating and hot water make up the vast majority of this usage. It’s possible that the bill you’ve received is accurate, but the advisor will be able to check the reads and ensure that the charges are correct, and not billed to estimates.
Keep us updated as to how you get on, and let us know if you have any further questions.
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've downloaded the wonderful new Ovo app...well, it would be wonderful if I could actually register for the app. Apparently the details I've entered don't match my Ovo account details. I'm fairly sure I know my name, date of birth, post code and account number. It seems like Ovo don't because they had the wrong address - which doesn't actually exist - on my account. I emailed asking for the address to be amended and they STILL got it wrong. This is pretty basic stuff and I don't understand what the problem is. Anyway, back to the app. How am I going to add credit to my meters when the old app is discontinued if I can't register for the new app? Why should I spend hours of my time on the phone because I can't register for the app. It's obviously an Ovo problem so they should sort it out. Something which should be as simple as registering for an app is anything but simple. Why is this, what's the problem that's stopping me from registering?
I'm sorry to hear you're having some trouble registering for the app. It sounds like there may be an issue with your account information. I recommend reaching out to our Support Team and letting them know about the error message you're seeing. They’ll be happy to help you sort it out. I've included a link below with all the contact options, so you can get the support you need to get logged in.
