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Credit missing overnight and can't top up, what's happend?

  • November 18, 2025
  • 6 replies
  • 81 views
G
Carbon Cutter*

Hi,

 

My credits dissappered overnigt 

 

Electricty:

As of 14/11/25 00:00:00

Balance:

£19.97

 

Gas:

As of 17/11/25 00:00:00

Balance: £31.81

 

The gas is -14.9 and the electricy is 0 now. I can not use 50£ gas overnight, can I? 

 

I tried to topup but the money returned immediately.

 

Best answer by Gastligher

Hi Ben,

The problem is solved now. I guess previous talks were not successful because of the Cloudflare incident (I'm only assuming), because apparently my old account numbers were deleted and the other agents couldn't figure this out. Cindy let me know about the current numbers so I can topup and transferred my old balance to the new one. I don't know why the old ones were deleted though. Well, anyway, my panic ended.

Thanks!

6 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • November 18, 2025

Hi ​@Gastligher ,

Please call 0330 175 9669 for this!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • November 18, 2025

​@Gastligher so sorry to hear this - definitely an issue somewhere. Don’t worry, if you’ve lost credit you haven’t used, our Support Team will be able to return it to you.

 

Have you called in yet following ​@Blastoise186’s advice?

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G
Carbon Cutter*
  • Gastligher
  • Author
  • Carbon Cutter*
  • November 18, 2025

Hi,

Money is missing thats OK, it can be found back anytime.

The problem is I am unable to topup as well.I tried with bank as usual it did not work, card did not work, post office did not work. I can find money but I have no means to produce gas or electricty enough for a house. Soon these will be turned of while I have means to PAY.

I wake up around 5am and do not have the luxury to be late at work but I can not wake up if my phone not being charged. So I am a bit upset.

Edit: I made some calls but no improvement yet.

Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • November 19, 2025

​@Gastligher what did Support say when you called them? They need to book you in for a meter exchange by the sounds of things. The appointment won’t cost you anything.

 

If you go off supply and can’t top up, we can also book you an emergency appointment, same day within 3-4 hours.

 

You can find the PAYG contact methods here: https://www.ovoenergy.com/help/article/how-do-i-get-in-contact

 

Let us know how you get on. 

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G
Carbon Cutter*
  • Gastligher
  • Author
  • Carbon Cutter*
  • Answer
  • November 19, 2025

Hi Ben,

The problem is solved now. I guess previous talks were not successful because of the Cloudflare incident (I'm only assuming), because apparently my old account numbers were deleted and the other agents couldn't figure this out. Cindy let me know about the current numbers so I can topup and transferred my old balance to the new one. I don't know why the old ones were deleted though. Well, anyway, my panic ended.

Thanks!

Abby_OVO
Ben_OVO
Ben_OVO
Community Manager
  • Ben_OVO
  • Community Manager
  • November 20, 2025

Great news ​@Gastligher - I’m happy it’s working now!

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