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Mintypeas
Rank 1
January 11, 2026
Solved

Cant schedule payments, make card payments bank transfers on OVO Top Up app

  • January 11, 2026
  • 5 replies
  • 199 views

Hello. My ovo top up app never works i cant schedule payments, make card payments or make bank transfers. All the details are correct and have reinstalled the app a couple of times and nothing has made a difference. Basically only way to top up is to go to the shop but I want the option to do payments online to be able to manage my budget efficiently. 

Best answer by Ben_OVO

​@Mintypeas I’m wondering whether the issue may be that the top up card (PAN) numbers might be incorrect on your app.

 

I’d recommend asking our Support Team if they can check the PAN numbers, and update them if they’re incorrect.

 

Lastly, you do also have the option of switching over to be a pay monthly customer, so you’d have a choice of tariffs, and would pay either by Direct Debit, or by card payment when the monthly bill is generated. This would mean you wouldn’t have to top up the meters, or worry about going off-supply. If this appeals to you, our Support Team could remotely change your smart meters over to be pay monthly. You’d then have access to a brand new online account and app, on which you can manage your Direct Debit, request a refund, check your usage breakdowns, view your bills, and more.

 

I’ve included a series of guides below that explain how everything works online, should you choose to go pay-monthly. Please let us know if you have any further questions.

 

 

5 replies

Nukecad
Super User
NukecadSuper User
Super User
January 12, 2026

The firts question has to be is your PAYG meter a smart meter?

Older, ‘Traditional’ PAYG meters can only be topped up by taking the card/key to the shop.

It’s only smart meters that can be topped up online, so if you have an old not-smart meter then you should ask for it to be changed to a smart meter.

I said, Hey - Watts going on.
M
Rank 1
MintypeasAuthor
Rank 1
January 12, 2026

Its a smart meter and has always been a smart meter that has been changed 3 times over 4 years due to many issues mainly not connecting properly. I have been able to top up in the past but for at least the last year I have been unable to top up via the app ( but can top up via a link ovo sent).

Ben_OVO
Community Manager
Ben_OVO
Community Manager
January 12, 2026

Hiya ​@Mintypeas and a warm welcome to the OVO Forum!

 

Sorry to hear what’s happening here. Please could you uninstall the app from your device, and then reinstall it. Then log in and try topping up - let us know whether this works.

 

If this doesn’t work we’ll try and think of something else.

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Rank 1
MintypeasAuthor
Rank 1
January 12, 2026

Hello Ben I have done that twice and makes no difference. I spoke to an advisor and on your chatline and that was no help. I actually tried the app and the link sent and both were declined and then checked my bank and 2 payments were taken! So its quite obvious there is an issue with doing top ups online. And cant set up scheduled payments either which was my main aim.

Ben_OVO
Community Manager
Ben_OVOSolved
Community Manager
January 13, 2026

​@Mintypeas I’m wondering whether the issue may be that the top up card (PAN) numbers might be incorrect on your app.

 

I’d recommend asking our Support Team if they can check the PAN numbers, and update them if they’re incorrect.

 

Lastly, you do also have the option of switching over to be a pay monthly customer, so you’d have a choice of tariffs, and would pay either by Direct Debit, or by card payment when the monthly bill is generated. This would mean you wouldn’t have to top up the meters, or worry about going off-supply. If this appeals to you, our Support Team could remotely change your smart meters over to be pay monthly. You’d then have access to a brand new online account and app, on which you can manage your Direct Debit, request a refund, check your usage breakdowns, view your bills, and more.

 

I’ve included a series of guides below that explain how everything works online, should you choose to go pay-monthly. Please let us know if you have any further questions.

 

 

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