I've topped up my Pay as you Go meter, but I don't know where the rest of the credit has gone?

There is probably another debt on the meter. Please show us photos of it and we’ll help you check.

The temporary credit you refer to is known as Discretionary Credit aka Additional Support Credit. This is credit you borrow to get you over a tight spot, but you do have to pay it back and can’t always ask for more while still paying back a previous request.

It gets added to the meter as a credit (available immediately) and a debt (repaid slowly over time). If the repayment rate is too high for you, the Support Team can talk to you about slowing it down a bit.

Ovo smart meter had £43 credit on leaving the home on returning its all gone what on earth is going on 

Hi @mattyb73 ,

Probably best to call 0330 175 9669 about this one in the morning.

Thanks

I dunno what happened for £43 pound to go missing when no ones at home that is a joke above all jokes i aint having that 

Hey @mattyb73,

Sorry for the issues you’re having,

Blastoise is right, the support team should be able to let you know what’s going on. Sometimes there can be debt on the meters but this would either be built up standing charge. For example in winter when the gas hasn’t been put on for a number of months. Or an agreed repayment plan of ‘backscreen debt’. As you were out of the property & nothing was being used this does seem unusual. 

How to get in touch about my OVO Pay As You Go account

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 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. Or call us on 0330 175 9669 during the same times.

If you’re with Boost

Find answers or chat with Boost at boostpower.co.uk/help. Or call them on 0330 102 7517.

Please pop back if you have any issues. 

Despite putting 50 pounds in my smart meter hours ago I only have eight pounds emergency left it’s a new meter.i am 72 years old and freezing as if I put heating on I will run out of credit

Hi @Lyndalow,

I’m really sorry to hear this. 

Did you have a debt on the meter that used up the credit you put on? It may be worth contacting the Pay As You Go team about this to see if there’s anything they can do to help. 

If you haven’t already, it may also be worth signing up to the Extra Support Package. 

Hope this helps.

Hello all

When I used to top up my old meter with SSE, the full amount I bought was transferred to the meter as credit. However, now that I have a smart meter with Ovo, the amount being shown as credit is 10% less than I paid (i.e. purchase £50 credit and £45 is registered on the smart meter).

This can’t be normal, is it?

Are you reguarly going into emergency credit, or perhaps paying off a debit balance?

eg. Maybe there was a debit balance calculated (rightly or wrongly) when you moved from SSE to OVO?

If/when you use emergency credit they you have to pay for what you have used from the next top up, plus it hasn’t been taking a daily standing charge while in emergency credit mode and so any accumulated standing charges are also taken all at once from your next top up.

Of course the amount taken will vary depending on how long you were in emergency mode and how much power you used.

If you have a debit balance then you may have agreed for a set amount to be taken from each top up to pay that debit back.

If it’s always a fixed amount or percentage (£5 or 10%) less than what you top up then the second one sounds the more likely.
Does your account online or in the app show any signs of a debit?

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