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
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:
+1Strictly 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.
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.
Updated on 08/08/25 by Abby_OVO
Hi
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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