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Ludmila
Rank 1
November 7, 2023
Solved

I topped up, then the credit disappeared after I set up my own account - what should I do?

  • November 7, 2023
  • 4 replies
  • 529 views

Last week on 31/10/2023 I top up gas with £20 and I used the heating only 3 hours in rest for  one week I didn’t use the boiler or something else. Yesterday I called OVO to changed the name of account, with my name and when I verify the gas and electric meter the money disappear. How comes this from 31 Oct till 07 Nov £20 disappear ?

 

Thank  you.

Best answer by Tim_OVO

Updated on 08/08/25 by Abby_OVO

 

Hi @Ludmila and thanks for posting this. 

 

Blastoise’s advice is right about OVO’s Support team being best placed to advise on specifics around that top up. 

 

Just in case, we’ve made a great guide on Smart Pay As You Go which has information on credit balance drops:

 

 

and for those without a smart meter:

 

4 replies

Blastoise186
Super User
Blastoise186Super User
Super User
November 7, 2023

Strictly speaking, you’re not entitled to use the credit from someone else’s account - you’re supposed to sign up for your own account immediately upon moving in.

You’ll need to discuss this with OVO directly.

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!
    L
    Rank 1
    LudmilaAuthor
    Rank 1
    November 7, 2023

    I used my own account today, because yesterday they changed name of account when I spoke with OVO by phone. My question is where disappear the money, because yesterday was still £18 in gas meter and £10 for electricity.

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 7, 2023

    I don’t have access to accounts myself. You need to ask OVO about 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!
    Tim_OVO
    OVO Staff
    Tim_OVOSolved
    OVO Forum Legend
    November 8, 2023

    Updated on 08/08/25 by Abby_OVO

     

    Hi @Ludmila and thanks for posting this. 

     

    Blastoise’s advice is right about OVO’s Support team being best placed to advise on specifics around that top up. 

     

    Just in case, we’ve made a great guide on Smart Pay As You Go which has information on credit balance drops:

     

     

    and for those without a smart meter:

     

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      OVO (S) Gas Limited is part of OVO Group Ltd