Thanks for reply, ive done all these already,  appreciated though!

I hope the team have managed to get things sorted already. There’s some great advice below which might help get the top-ups added to your meter manually if you’re still in need:

 

Do I have a SMETS1 or SMETS2 meter? How can I tell the difference?

A SMETS1 meter has a meter keypad with numbers, and a red and blue A and B button. 

If you have a SMETS2 smart meter, it’ll just have the 2 red and blue buttons, but no keypad. 

Why isn’t my top up showing on my meter or IHD?

It’s normal for smart meters to lose signal from time to time, just like mobile phones. This means it might take longer than usual for your top-up to show up as energy credit. It shouldn’t take more than an hour to see your top-ups on your meter, but you can always add them manually too. Read on for more info. 

How do I top up my SMETS1 meters manually?

After making a payment, it takes up to 30 minutes (for electricity) and 60 minutes (for gas) for the money to show on your meter. If it doesn’t, you can give it a little push.

For this, you’ll need the 20-digit code on your PayPoint receipt. This is why it’s always best to keep your receipts safe.

• Press A on your gas or electricity meter

• Enter the code from your receipt

• Tap B to confirm and it’s all done!

If you top up online or via your app, PayPoint will either email them to you or send them via text.

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on, so make sure all gas appliances are off before trying to reconnect. If the meter has disconnected, you can reconnect it by pressing A, A, B (SMETS1) or holding A and B at the same time (SMETS2).

Why isn’t my top up showing on my SMETS2 meter or IHD?

Smart meters can stop communicating with us for a number of reasons. If your top-up hasn't appeared on your meter, follow the instructions below to add your credit manually.. 

How do I top up my SMETS2 meters manually?

There are 2 ways:

1. Using your IHD – this is the easiest and fastest way:

• Tap the menu icon at the bottom right of the screen

• Press Top-Up

• Choose the fuel you want to top up

• Press OK

• Enter your PayPoint code

• Tap OK

• The IHD will then confirm that your money has been added to your meter

2. Using your meter
 

For electricity:

• Press A on your meter until you see Enter Top Up Code

• Press and hold A to begin typing 

• Enter your code using the A and B buttons to navigate through the digits

• Press and hold B when complete

• The meter will show you one of these messages: Top Up accepted or Invalid

• Press A to continue

For gas:

• Press C on your gas meter to enter the menu

• Using A and B, scroll to Prepayment and press C

• Tap A and B until you see New Payment

• Press C to select it

• Use A and B to enter your code

• Tap C again

If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on. If the meter has disconnected, you should be asked to press any button following a top-up to trigger a reconnection.

got sorted this morning, cant be done through IHD has to be the actual meter.

thanks everyone

Hi guys

my housemate and I use a smart electricity

meter and usually top up on the App. However we’ve topped up £70 and its still

not reached our meter

and help or advice will be appriciated. 

You’ll find a UTRN Code in the app and on the receipt. Use that to force the top-up through

Type it in on the meter itself cos thats off too, perhaps I change the batteries as it shoild have its own power source

Thank You Blastoise its working now!!

About three hours ago I took my phone to the local shop. First shop worker couldn’t scan the barcodes. Shop manager put them in manually. He said I couldn’t put more that £49 on each utility.  It hasn’t shown up. Still on £13.  I have issues leaving me home. I wanted to put £150 on to cover the month.  What are my options and have I lost £98? 

Hi @Tenzn ,

Do you have the receipts still? £49 is the max top-up per transaction - but please be advised the meters can also only hold a max of about £250 credit at a time.

On the receipts should be a UTRN Code. Please punch that into your meters and the credit you purchased at the shop should transfer over. If it doesn’t, let the Support Team know - they can help with this! 0330 175 9669.

In the future, try https://ovoenergypayments.paypoint.com to top-up rather than going to the shop if that’s easier.

Hey @Tenzn,

I’m really sorry for the issues you’re having,

I can see Blastoise has given some helpful advice here, I just wanted to add that the following topics may be helpful to you:

Still no Gas credit. Tried entering into what we think is the gas meter. We have also followed YouTube tutorials.It keeps saying ‘rejected’. I feel sick. Never had this trouble with Eon.  This pay as you go it’s not a fixed annual contract is it? I can leave at anytime? £49 down the drain. 

It’s possible you may have topped up the wrong meter due to an error on your part of that of the shopkeeper - that’d be not OVO’s fault as you absolutely 100% must check you’re targeting the right meter with the right barcode. However, OVO can look into this and see what they can do to resolve it - a refund may be one option.

Please call 0330 175 9669 in the morning, or use Live Chat via https://ovoenergy.com/help to use Live Chat.

Hey @Tenzn 

Sorry to hear this.

Blastoise186 has left really good advice hear already, as we can’t access accounts here at the Forum we can’t see what exactly has gone wrong but the Support Team can trace what’s happened.

Please get in touch with the Support Team so they can help you sort this out. Keep us updated with how you get on.