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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.

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Tutorial

Smart Meter Video Tutorial Series

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F.A.Q.

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

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Tutorial

Pay As You Go Smart Meter - Top up issues

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169 Topic threads
A
New Member**
amy cowanNew Member**
Posted in My Pay As You Go account
Where do I find my MPRN for a gas meter?

Hi would someone be able to tell me what my gas number is ? 

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Abby_OVO
Community Manager
1 month ago
K
New Member***
KvstayNew Member***
Posted in My Pay As You Go account
Can’t top up online, it says my card number is invalid, what can I do?

The electric was turned off on Thursday as the company were doing some work but now I can’t seem to top up my meter as it says my top up card number is invalid, and as it’s Sunday I can’t speak to anyone!

93110
K
New Member*
2 months ago
W
Carbon Cutter*
willp2003Carbon Cutter*
Posted in My Pay As You Go account
Moved from PAYG to OVO pay monthly credit meters, but not got an OVO account yet?

Hi, I moved into a new property in June that had PAYG Boost meters. An OVO engineer swapped these to credit/smart meters on the 1st August. I’ve not been set up an account yet and wondered how long it will take? The 3 people I’ve spoken to have not been able to help.I used to have an OVO account at my old property and wondered if that was hindering the process.I just want to get the billing set up, so I don’t end up with a huge bill after a few months of not paying.

105636
Shads_OVO
Community Moderator
1 month ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Pay As You Go smart meters and In Home Displays (IHDs)F.A.Q.

Updated on 14/11/24 by Emmanuelle_OVO: How to use your Pay As You Go Smart Meter  We’ve pulled together some frequently asked questions all about your smart meters and In Home Displays (IHDs).  Can the IHD warn me when I’m getting low on credit? Yes, a message will appear on your main menu screen. Then, if you don’t top up straightaway, your IHD will send you another message when your credit is almost used up. At that stage it’ll ask if you want to activate your emergency credit. Want to know more about your IHD? Check out these helpful guides:    Why is my IHD balance different from my app balance? The app balance (available in the Apple App Store or Google Play) gets updated once a day after midnight. If you've used energy or topped up since midnight, then your app balance will be out of date.  It might also be that your meter isn’t communicating with us, in which case your balance won't update in the app. But your IHD will usually communicate with your meter throughout the day to st

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O
Carbon Cutter**
2 months ago
C
New Member***
ColliesRGreatNew Member***
Posted in My Pay As You Go account
I need to have the previous tenant's debt removed from the meter so I can top up

Hello,I have inherited a property from where the previous tenant (life-renter) died and I fell heir to it via my fathers will. The property has a PAYG meter served via OVO and had a current debt owed balance of £197.00 when I took over the property. I spoke with OVO and set-up my own OVO account in my name and was assured that the previous tenants debt was not something I should worry about as the account balance would be set to zero at the point of me setting up my account. I was told I was not responsible for the previous occupiers debt.In order for this to happen I have been given several codes on different occasions to add at the Paypoint to a new key I was provided with. The first code failed as no-one at OVO told me these are time sensitive and last only 24/48 hours and it took 4 days for the new key to arrive rendering the code void. I was then given a new code which the Paypoint operative said was successful when added to the key.OVO’s instructions were to then insert the key i

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F
Carbon Cutter*
3 months ago
Z
Carbon Cutter*
ZivaCarbon Cutter*
Posted in My Pay As You Go account
Moved into a new home supplied by OVO but a new supplier has taken over, now my card doesn't work?

Hi!I'm renting a room in a flat. We previously had Ovo Gas. About 2 months ago, letters began to arrive in a different name and an agreement for Scottish Gas. The Ovo customer who is living in the same place as me (the landlord's son) didn't care. Later, a final letter came from Ovo. So, probably our Ovo gas card is not working now. I've told him countless times to contact Ovo. He told me he contacted Ovo and a new card will come soon. He said this about 3 weeks ago. Of course, the new agreement and card haven't arrived. I think he's lying about having resolved it. Soon, we will run out of gas. How can I sort this out?

1537
Chris_OVO
Community Moderator
3 months ago
C
New Member***
CaroMacNew Member***
Posted in My Pay As You Go account
How do we stop being cut off?

We were moved over to OVO from our existing supplier towards the end of last year. At Xmas our PrePayment meter stopped working, and it took until mid July to have the smart meter fitted by OVO- because we live rural on an island. There is no signal here so this new Smart meter has never worked, I think it’s in dummy mode. This leave us unable to top up or do anything and last Friday Ovo cut us off. They said the meter had come out of dummy mode and that an engineer would be out in 3 hours. There are no engineers here so hours later and after may calls a manager somewhere managed to get us switched back on. And today again at 10am we get cut off again, and again we wait three hours for the non existent engineer, so we now have to make many calls again to get someone somewhere to listen to us to connect us again - we’re being cut off because the meters aren’t working! I work from home and this is the 2nd full day I’ve had to leave home to work. Does anyone know how I can escalate this,

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Shads_OVO
Community Moderator
3 months 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

477323
Shads_OVO
Community Moderator
3 months ago
Chris_OVO
Community Moderator
Chris_OVOCommunity Moderator
Posted in My Pay As You Go account
A guide to joining, moving home or leaving OVO as a Pay As You Go customerTutorial

 If you're a customer on Pay As You Go, we've created a new space to answer questions about OVO's joining, home moving, and leaving process. Moving inOne of the most important things to remember when moving into a new home is to take meter readings. You can note these somewhere safe or photograph them with your phone. Remember this step: if the property has a smart meter, it automatically sends us a reading. Otherwise, you'll use an estimated reading until we get the first one. If OVO already supplies your new home, contact us, and we can arrange to open the account at your address. If you had an OVO plan at your last address, we'll close that account for you and open a new one at the new address. If you’re not sure who supplies your new home, use our guide to find out. And if your meter isn't with OVO, but you'd like to join, you can switch to us. We know moving is busy, so get in touch when you can via online chat or phone, on the move day or afterwards. Please have a few details rea

3510
Chris_OVO
Community Moderator
3 months ago
D
New Member***
DanTheDustmanNew Member***
Posted in My Pay As You Go account
What's my off peak hours on pre payment meter?

Can anyone inform me of my off peak hours?I'm on pre payment meter so I suspect they're little different to a contract, I imagine I am being ripped off by getting less hours or later start times 

2925
Firedog
Plan Zero Hero
4 months ago
A
Carbon Cutter****
AndreHCarbon Cutter****
Posted in My Pay As You Go account
PAYG meter and OVO keep sending emails saying I'm using gas and not paying! ( gas is off )

Been on  a Payg gas metre with SSE now OVO. Twice now since OVO took over had email saying I'm using gas and not paying. Last email saying I owe money, even though metre in credit.Now the funny part is, my gas isn't even on! I'm not living in the property, Gas boiler doesn't work and I have it switched off at the metre. So I only need to top it up on the card here and there to cover the standing charge. I phoned helpdesk both times and was told to ignore the email, but why is this even happening?It seems to me the system doesn't like the fact I'm not using gas, so assumes that I must be and just makes something up out of literally nothing. Please please 🙏 OVO can you sort yourselves out!! If it happens again, I'm seriously thinking about just permanent disconnect. And or switching to another company. Seems like I'm not the only one on PAYG that has these problems. 

17312
Emmanuelle_OVO
Community Manager
4 months ago
D
Carbon Cutter*
da silvaCarbon Cutter*
Posted in My Pay As You Go account
I need a new top up key, how can I get a new one?

Hi,we went to the paypoint with the code provide by one os the Boost callcenter guy, they don’t have Ovo token key, can we use another company token to actiavte with the code? Cheers Natalina

424219
D
New Member*
5 months ago
N
Carbon Cutter****
NeddyMoraiCarbon Cutter****
Posted in My Pay As You Go account
Owe my old supplier? But I was PAYG?

I am trying to contact SSE energy Services limited. I have received a default notice on an apparent debt I owe them on my PAYG electricity account, from  before I was switched to OVO. The period given is 04/04/2019 - 23/05/2023. I have not received a bill before. The first I knew was a default notice from LCS.  I am trying to get a copy of the bill as I am still unsure as to how I owe them anything. OVO have no record of any debt. Any advice would be welcomed.

220985
Blastoise186
Plan Zero Hero
5 months 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. 

21515
R
Carbon Cutter****
6 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

102914
Chris_OVO
Community Moderator
6 months ago
L
Carbon Cutter***
LynnybCarbon Cutter***
Posted in My Pay As You Go account
Moved in a house with prepayment meters - how to get account set up in pay monthly?

We have bought a house which has pre payment meters I obviously want to a ) change details over b) get rid of pre payment  I just cannot get through on the phone and it’s driving me to dispair there is currently no supply at all 

538241
G
New Member*
7 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
Smart Meter Video Tutorial SeriesTutorial

Updated on 17/10/24 by Abby_OVOGot 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 during our opening hours below. Opening hours: Mon-Thu 8am to 8pm Friday 8am to 6pm Sat-Sun 8am to 5pm Or call us on 0330 175 9669 during the same times.   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 category. There are also tons

6050
Emmanuelle_OVO
Community Manager
7 months ago
Chris_OVO
Community Moderator
Chris_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 Thanks,The OVO Team

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Chris_OVO
Community Moderator
7 months 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 Thanks,The OVO Team 

1750
Emmanuelle_OVO
Community Manager
7 months 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 

470
Emmanuelle_OVO
Community Manager
7 months 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 

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Emmanuelle_OVO
Community Manager
7 months 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 

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Emmanuelle_OVO
Community Manager
7 months 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 

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Emmanuelle_OVO
Community Manager
7 months 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 

2540
Emmanuelle_OVO
Community Manager
7 months 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 

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Emmanuelle_OVO
Community Manager
7 months ago

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