My Pay As You Go account

Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? You’ll find the answers here.

  • 203 Topic threads
  • 1,744 Comments
Tutorial

Smart Meter Video Tutorial Series

  • 0
  • 0
F.A.Q.

Pay As You Go smart meters and In Home Displays (IHDs)

  • 1
  • 33
Tutorial

Pay As You Go Smart Meter - Top up issues

  • 1
  • 0

203 Topic threads

Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Pay As You Go - Help and SupportF.A.Q.

Updated on 15/04/24 by Abby_OVO Help and Support  I can’t afford to top up or pay for my energy. What can I do? There are steps you can take if you’re not able to pay for your energy:  You can activate the emergency credit on your meter.  If your emergency credit runs out, get in touch via one of the ways below. We can take you through the different options, for example borrowing credit that you can pay back over time.  You can always talk to us if you’re worried or struggling to pay for your energy. We’ve supported lots of people in similar situations and we can help you, too. Chat with us here. Just click the blue chat icon at the bottom right of your screen. Or call us on 0330 175 9669. Not sure how to activate the emergency credit on your smart meter? Check out our topic hub with guides on how to do this for your meter type:  How will I pay my debt back on a meter in Pay As You Go mode? We’ll put the debt onto your meter and set the amount you pay back at an affordable daily rate

146697
P
New Member*
16 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My Pay As You Go account

Traditional Pay As You Go: topping up your key and card meterF.A.Q.

Updated on 26/03/24 by Abby_OVO Frequently asked questions for topping up your traditional meter Topping up for the first time? To register your new electricity key or gas card, put it into the correct meter for at least a minute. The electricity meter will show a message to let you know it's registered, and the gas meter will beep. How much credit can I top up in one go? This depends on where you’re topping up, as different shops can have different minimum amounts. But these are the usual top-up limits: The minimum you can top up is £1 The maximum you can top up your gas meter in one go is £49  The maximum you can top up your electricity meter in one go is £50  You can only top up in full pounds  The maximum amount a payment card can hold is £249 and the most a key can hold is £250  How do I add credit to my meter? To top up your meter, take your top-up card or key to:  Any PayPoint shop. Find your nearest at paypoint.co.uk or call 0330 400 0000. Any Post Office. Find your n

571351
M
New Member*
1 month ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account

How to tell why there’s no electricity or gas in your homeTutorial

Power supply, meters and fuse boxes - how to tell why there’s no power in your home. For traditional electricity meters If you have a traditional electricity meter, it’ll have a red LED flashing light. If that’s not on then it means that no power is coming in from the mains cable. If you think there’s been a power cut, you can call 105 to get through to your local electricity network operator. If you know your local network distributor, you can also go to their website to report or track a power cut. If there hasn’t been a power cut, and there’s still no flashing red light on your meter, get in touch with us for an emergency appointment. If there is a red light, check if there are any error messages on the meter, and how much credit is on there (is the credit in a positive or minus). If there is a meter fault make a note of the error message and the Meter Serial Number and reach out to the Support Team who’ll be able to help. If there’s no error message, and your meter seems to be work

12150
Abby_OVO
Community Manager
7 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Pay As You Go - Topic Hub & How to get in touchHub

Updated on 20/09/23 by Emmanuelle_OVO Pay As You Go - Your Topic Hub See this list of topics and guides, all to do with OVO Pay As You Go. Click on the link to open the one you need! Pay As You Go topic guides Click on the link for Pay As You Go Smart Meter off supply? Pay As You Go Smart Meter with top up issues? Need financial support or questions about your debt balance? Get advice here Click here if you have Issues with your Pay As You Go Smart meter or In Home Display? How to tell why there’s no electricity or gas in your home Have you lost your top up key or card and need a new one? Only have gas for heating? Here’s how to check the meter is working as it should Not topped up for a while? Here’s some advice for traditional meters Did you know your traditional top up electricity meter has a ‘fail safe’ mode? Useful links: OVO Help Pay As You Go For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page.  For OVO Pay As You Go customers with a smart me

12531
Jeffus
Plan Zero Hero
11 months ago
R
Carbon Cutter***
RW1987Carbon Cutter***
Posted in My Pay As You Go account

Pay As You Go Final Bill claiming I owe £1000 and OVO refuse to let me complain

Hello, I was moved to OVO from SSE.Pay as you go. I built up some standing charge debt which OVO took approx 80% of every top up I made (which made trying to keep my home warm during the winter impossible!) I tried to get the % of each top up they took lowered, however, they would claim they had done it on the telephone, but didn’t. i did a web chat on several occasions, asked to complain and was told “you can’t complain, it’s debt” and they would end the web chat on me. I paid off the debt and transferred to another company. i received my final statement from OVO, keep in mind I was pay as you, and they claim I owe them £1000, saying in one month my gas consumption alone was £614. i was on pay as you go, I was unable to use gas I did not top up my meter to use. My standing charge debt I had run up was paid off before I left, but they claim this debt on my final statement is actually gas consumption. i have tried to complain again about this and get it rectified, but they constantly tr

14
ChristopherS_OVO
Community Moderator
1 day ago
A
Anonymous
Posted in My Pay As You Go account

Warm Home Discount is late- Got a letter saying it would be paid in November?

I'm at the end of my tether with OVO. I applied for the Warm Home Discount on 04 Oct 23, and I received an e-mail on the same day saying I had qualified for it and I would receive it by 15 Nov 23. I still haven't received it. I've spent the last 2 weeks phoning, e-mailing and having web chats with OVO. I've been given excuse after excuse why I haven't received it, all of them different. I thought I was getting somewhere about 1 week ago when I spoke with an OVO staff member who went through my application with me and told me everything was in order and that I should have received it. He said he'd look into it and get back to me, but I never heard from again. I've tried to complain, but I get generic replies. One staff member from the complaints team e-mailed me yesterday saying she has tried to call me but can't get through. She tried to call me once and she left a voicemail. The number she left to call her back was a general number and when I phoned it, they had no idea who she was or

52
M
Carbon Cutter*
13 days ago
S
Carbon Cutter*****
stevegti6Carbon Cutter*****
Posted in My Pay As You Go account

Top Up isn't working online - what can I do?

Can anyone help I topped up my smart/not so smart electric meter on Saturday with £10 just before it was due to run out. Well I’mnow running on friendly credit the £10 has been taking out of my bank I’ve tried entering the UTRN code but it says its already been used. This isn’t the first time this has happened to me and I usually keep putting extra money on. I’m so fed up with this I keep having to go outside to look at my balance as my indoor display never works. I’m fed up with OVO I never had a single issue with my previous supplier.

27
G
Carbon Cutter*
11 days ago
M
Carbon Cutter****
MhmCarbon Cutter****
Posted in My Pay As You Go account

Correcting pay as you go meter readings

Is there anyone who has managed to get ovo to correct meter readings.Thought this was sorted in January when a refund cheque was sent to me.Then march a new bill.Left ovo in Oct 2023.Or do I just let them try and take me to court.Don't answer complaints.Never give  complaint number.At a loss of where to go next. 

12
M
Carbon Cutter****
6 days ago
M
Carbon Cutter*
MBCCarbon Cutter*
Posted in My Pay As You Go account

Gas top ups not hitting my PAYG meter- have to manually enter code

What is the reason my gas topups via the Appare not hitting the meter, elec seems OK, then it's a bit of a rigmarole to enter code manually. Thanks 

6
Shads_OVO
Community Moderator
14 days ago
M
New Member*
Mrs-KONew Member*
Posted in My Pay As You Go account

Smart Meter Top-Up- Payment failed?!

Topped up gas account and ovo/sse took 4 payments and still didn’t credit gas! impossible to contact!any help would be appreciated. 

22
S
Carbon Cutter*
26 days ago
T
Carbon Cutter*
TracyH80Carbon Cutter*
Posted in My Pay As You Go account

Pay as you go bill for debt! How is that possible?

I moved into a new property (owned) in December. It had pre-payment meters for gas and electricity with a key and card for top up. I had smart meters installed on May 3 and on May 15 received an email from SSE/OVO advising my final bill had arrived and could I log in and pay it. I have not received a bill and have never used emergency credit on either meter. After two hours of phone calls speaking to six different people, a two day chat in Whatsapp and thirty minutes on hold today  I am no further! They advise I owe £60.27p however no one on any call or message system could confirm how or why I allegedly owe this amount, or whether it is for gas, electricity or a combination of the two. I have not received a bill and no one has been able to send me another copy of it. I was hoping to transfer to being a direct debit customer but I’m not sure about this as you don’t seem to be able to get finance correct when I pay in advance!  Any other pre-payment customers  receive random emails abou

9
C
Carbon Cutter*
27 days ago
T
Carbon Cutter****
TOBYBOBBEYCarbon Cutter****
Posted in My Pay As You Go account

I'm PAYG- Why are Collections saying I'm in debt?

I have just received a letter from a collections agency regarding my old SSE account.when i joined OVO it seems my account was migrated to them with an enormous debt.this is all new to me, i had a PAYG meter and have for years,i was always led to beleive that any debt incurred would be included in my weekly top ups!!In trying to contact collections at OVO they are useless.they pass your problem around and then put the phone down,i want to talk to someone who can really help!!!!any suggestions will be gratefully received.

32
C
Carbon Cutter**
28 days ago
Tim_OVO
Community Manager
Tim_OVOCommunity Manager
Posted in My Pay As You Go account

Planned outages impacting smart meter Pay As You Go top upsNews

There’ll be a planned outage that’ll affect your ability to top up  We want to let you know that maintenance is planned on the following times: Sunday 21 April – 07:30 – 10:30 (ESG) & 09:00 – 15:00Monday 22 April –  00:00 – 05:00Tuesday 23 April – 20:00 – Wednesday 24 April 02:00 During this time, OVO Pay As You Go customers with a smart meter won’t be able to top up. Your supply won’t be disconnected as there’s a ‘non-disconnect’ friendly credit period for all smart meter customers overnight – between 6pm and 9am Monday to Saturday, and Saturday from 4pm through until Monday morning at 9am. If you’re off supply heading into this planned maintenance period, and you need to top up to get back on supply while it's taking place, you’ll be able to add credit to your meters via a Payzone or a post office This work helps make sure things keep running smoothly for our Pay As You Go customers. After the outage there’ll be no change to your supply or the way you top up. If you think you hav

3190
Tim_OVO
Community Manager
20 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Smart Meter Video Tutorial SeriesTutorial

 Got questions about your smart meter? We have a helpful series of short videos for the most common models of smart meter covering re-enabling, topping up and accessing emergency credit.  If you’re unable to find the answers you’re looking for below please check out our pay as you go topic hub:  Or why not ask our community?   (Aclara) (Landis & Gyr) (EDMI) (Elster) (Smart energy tracker) (Secure) (Geo IHD) How to get in contact 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 BoostFind answers or chat with Boost at boostpower.co.uk/help Or call them on 0330 102 7517. Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum

2250
Emmanuelle_OVO
Community Manager
22 days ago
ChristopherS_OVO
Community Moderator
ChristopherS_OVOCommunity Moderator
Posted in My Pay As You Go account

How to re-enable your gas supply on your Aclara second generation smart meterTutorial

Re-enable your smart meter by following these steps If your credit has run out on your Pay As You Go smart meter and your gas supply has switched off, you’ll need to add credit and re-enable your supply.  In this short video we'll show you how to re-enable the gas supply on your Aclara second generation (SMETS2) meter. Before you begin make sure you’ve switched off all appliances, this includes turning off your boiler at the mains.  If you’re off supply and unable to reconnect following the steps outlined in the video, please contact our Support team directly. The best way to get in touch with us is via chat. Click here and then on the green icon on the bottom right of your screen. Or call us on 0330 175 9669 Opening hours Monday to Friday: 8am to 8pm Weekends: 9am to 5pm If you’re with Boost Find answers or chat on the Boost website or call them on 0330 102 7517. Thanks,The OVO Team

490
ChristopherS_OVO
Community Moderator
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to re-enable your electricity supply on your Elster smart meterTutorial

 Re-enable your smart meter by following these steps If your credit has run out on your Pay As You Go smart meter and your electricity supply has switched off, you’ll need to add credit and re-enable your supply.  In this short video we'll show you how to re-enable the electricity supply on your Elster smart meter. Before you begin make sure you’ve switched off all appliances, this includes turning off your boiler at the mains.   If you’re off supply and unable to reconnect following the steps outlined in the video, please contact our Support team directly. The best way to get in touch with us is via chat. Click here and then on the green icon on the bottom right of your screen. Or call us on 0330 175 9669 Opening hours Monday to Friday: 8am to 8pm Weekends: 9am to 5pm If you’re with Boost Find answers or chat on the Boost website or call them on 0330 102 7517. Thanks,The OVO Team 

160
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to access emergency credit on your Aclara second generation smart gas meterTutorial

Here’s how you can get emergency credit live on your Aclara gas meter In this short video we'll show you how to access emergency credit on your Aclara second generation (SMETS2) smart gas meter. This makes sure your home has gas until you're able to top-up.  Please remember that any emergency credit used will need to be paid back and this will be taken from your next top-up.  For more information on prepayment smart meters and a list of meter manuals, check out this forum topic. Thanks,The OVO Team 

130
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to access emergency credit on your Elster smart gas meterTutorial

Here’s how you can get emergency credit live on your Elster gas meter In this short video we'll show you how to access emergency credit on your Elster smart gas meter. This makes sure your home has gas until you're able to top-up.  Please remember that any emergency credit used will need to be paid back and this will be taken from your next top-up.  For more information on prepayment smart meters and a list of meter manuals, check out this forum topic. Thanks,The OVO Team 

50
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Your top up didn’t reach your Secure electricity meter? Here’s how you can add it manuallyTutorial

How to manually add a top up using your receipt  In this short video we'll show you how to top up your electricity credit on your Secure meter. You'll need your Unique Transaction Reference Number (UTRN) which can be found on your receipt or confirmation email. Then just follow the steps in the video.  Still need help? See our guide on smart meter top up issues here. Thanks,The OVO Team 

160
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to top up your electricity or gas credit on your Smart Energy TrackerTutorial

Do you need to manually add the top up to your smart meter? In this short video we'll show you how to top up your electricity or gas credit on your Smart Energy Tracker.  You'll need your Unique Transaction Reference Number (UTRN) which can be found on your receipt or confirmation email. Then just follow the steps in the video.  Got an issue topping up your smart gas or electricity meter? See our topic guide on common issues and fixes.  Thanks,The OVO Team 

140
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to access emergency credit on your Landis & Gyr smart electricity meterTutorial

Here’s how you can get emergency credit live on your L+G electricity meter In this short video we'll show you how to access emergency credit on your Landis & Gyr electricity meter. This makes sure your home has electricity until you're able to top-up.  Please remember that any emergency credit used will need to be paid back and this will be taken from your next top-up.  For more information on prepayment smart meters and a list of meter manuals, check out this forum topic. Thanks,The OVO Team 

160
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to top up your electricity credit on your Aclara second generation smart meterTutorial

Do you need to manually add the top up to your smart meter? [body] In this short video we'll show you how to top up your electricity credit on your Aclara second generation (SMETS2) meter.  You'll need your Unique Transaction Reference Number (UTRN) which can be found on your receipt or confirmation email. Then just follow the steps in the video.  Got an issue topping up your smart gas or electricity meter? See our topic guide on common issues and fixes.  Thanks,The OVO Team 

80
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to re-enable the electricity supply on your EDMI meterTutorial

Re-enable your EDMI electricity smart meter by following these steps If your credit has run out and your supply has switched off, once you have credit on the meter again you'll need to re-enable your supply.  In this short video we'll show you how to re-enable the electricity supply on your EDMI meter. Before you begin make sure you’ve switched off all appliances.  If you’re off supply and unable to reconnect following the steps outlined in the video, please contact our Support team directly. The best way to get in touch with us is via chat. Click here and then on the green icon on the bottom right of your screen. Or call us on 0330 175 9669 Opening hours Monday to Friday: 8am to 8pm Weekends: 9am to 5pm If you’re with Boost Find answers or chat on the Boost website or call them on 0330 102 7517. Thanks,The OVO Team 

250
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to top up your gas credit on your Aclara second generation meterTutorial

Do you need to manually add the top up? In this short video we'll show you how to top up your gas credit on your Aclara second generation (SMETS2) smart meter.  You'll need your Unique Transaction Reference Number (UTRN) which can be found on your receipt or confirmation email. Then just follow the steps in the video.  Got an issue topping up your smart gas or electricity meter? See our topic guide on common issues and fixes.  Thanks,The OVO Team 

100
Emmanuelle_OVO
Community Manager
23 days ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

How to top up your electricity credit on your Landis & Gyr smart meterTutorial

Do you need to manually add the top up? In this short video we'll show you how to top up your electricity credit on your Landis & Gyr (L+G) smart meter.  You'll need your Unique Transaction Reference Number (UTRN) which can be found on your receipt or confirmation email Then just follow the steps in the video.  Got an issue topping up your smart gas or electricity meter? See our topic guide on common issues and fixes.  Thanks,The OVO Team 

110
Emmanuelle_OVO
Community Manager
23 days ago

New to creating a topic?

The OVO Forum is powered by volunteers. Here are their top tips:

Terms & ConditionsCookie settings