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Best answer by Blastoise186

Updated on 16/09/26 by Abby_OVO

 

Hi @Cosmic8ee ,

To get out of Emergency Credit, you need to add top-ups that get you back up to at least £1 of regular credit after paying back EC. Once you do, EC will disable automatically and you’ll be put back to normal credit.

If you are struggling, please let Support know ASAP - they can help!

 

If you’ve used emergency credit

 

If you’ve used emergency credit to avoid losing your gas or power supply, you'll need to pay it back in full from your next top-up. If you can, make sure you buy enough credit to pay back the emergency credit, plus what you’ll need for your energy use.

 

If you need to pay this back gradually over a period of time, please contact us – we’re here to help. We can talk through the financial support that’s available, and we might be able to offer additional support credit over the phone.

 

Once you've repaid the debt or credit we lent you, your meter will automatically stop taking repayments. You’ll just pay for the energy you use from then on. You can also find more information in this handy article.

 

7 replies

Blastoise186
Super User
Blastoise186Super UserBest Answer
Super User
March 4, 2024

Updated on 16/09/26 by Abby_OVO

 

Hi @Cosmic8ee ,

To get out of Emergency Credit, you need to add top-ups that get you back up to at least £1 of regular credit after paying back EC. Once you do, EC will disable automatically and you’ll be put back to normal credit.

If you are struggling, please let Support know ASAP - they can help!

 

If you’ve used emergency credit

 

If you’ve used emergency credit to avoid losing your gas or power supply, you'll need to pay it back in full from your next top-up. If you can, make sure you buy enough credit to pay back the emergency credit, plus what you’ll need for your energy use.

 

If you need to pay this back gradually over a period of time, please contact us – we’re here to help. We can talk through the financial support that’s available, and we might be able to offer additional support credit over the phone.

 

Once you've repaid the debt or credit we lent you, your meter will automatically stop taking repayments. You’ll just pay for the energy you use from then on. You can also find more information in this handy article.

 

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!
Abby_OVO
Community Manager
Abby_OVO
Community Manager
March 5, 2024

Hi @Cosmic8ee 

 

Blastoise186 has left some really helpful advice here already but I just wanted to stop by and add a few extra helpful things.

 

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 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.

Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

 

If there’s an emergency with your meter

 

 

If you’re not sure Pay As You Go is right for you, and are interested in switching to pay monthly you can contact the Pay As You Go Support Team. 

 

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.

 

We also have a really helpful webpage with more options on what we can do to help during times like these, that’s definitely worth checking out too, check that out here.

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Newcomer
Rhysr33
Newcomer
April 19, 2025

my electricity has went of as its went into minus £3.64 so I cant even activate my emergency credit. I dont have money to top up to bring it up as they only accept a minimum of £5 top up which I don’t even have. ovo isn’t answering any of my emails or nothing so what do i do? I cant shower, cook as its electric, I’m afraid the freezer and fridge stuff will go spoiled

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 19, 2025

    Hi ​@Rhysr33 ,

    OVO’s Live Chat is open right now for PAYG customers at https://ovoenergy.com/help .

    I STRONGLY recommend you use it for urgent matters such as this one rather than relying on email. Email is always the slowest method. OVO’s Live Chat and Social Media Teams are, on average, the fastest.

    They can give you Additional Support Credit to get the lights back on for now until you can run a normal top-up.

     

    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!
    Newcomer
    Rhysr33
    Newcomer
    April 19, 2025

    I’ve already tried the live chats etc got nothing at all. 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    April 19, 2025

    If you haven’t tried OVO’s Social Media Team, then I’d recommend doing so - they’re really good and pretty rapid. DM them on Facebook/Twitter and they’ll respond pretty fast.

    Otherwise, you’ll want https://ovoenergy.com/feedback but this process won’t be fast enough to keep your fridge/freezer cool - you’ll want the Social Media Team for that.

    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!
    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    April 21, 2025

    Hey ​@Rhysr33, 

     

    Please let us know if you were able to reach a member of our live chat or social media team and restore your supply.

     

    We'd appreciate an update on your progress or any further assistance you may require.

     

    For future reference if you need it, our Pay as You Go emergency process is here: 

     

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