My Pay As You Go account

Hello,I have been using the New Ovo app for payg and I logged in to top up and my meter balance has disappeared.  I went and topped up online instead, but the app keeps saying an error has occurred.  Do you know if anything is wrong with the app as the Top Up website is working OK.  The app still has all my other details there but not my meter balance so I cannot top up on app.  Thank You for any replys.  It says error 404 if that helps.

Why does my meter have to have zero credit before they will send and engineer, when the web page states to ring before your supply disconnects?

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 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 about bills that

Morning I am looking for some advise as my smart meter in my house has been showing credit available of £19.34 for the last 5days and it sounds like it is stuck and won't allow me to top up.I have checked my main power box out side my house and this display the amount of £19.34.I am just a bit worried at these figures as I work from home and I'm needing to have a supply of electricity and have a fear of getting cut off or have a large amount of dept that I will have to pay as I can't see if I am in credit for my Pay As You Go meter.Unfortunately the plastic smart card that I can use as an alternative was lost a while ago so I can't use that as an alternative. Please advise what I can do  

Good eveningI have received a couple of emails over the last one/two months advising that my gas meter needs replacing as per advice from my ‘network operator’ (apprently it could become unsafe).  However it was only installed last year (2025) and has a note stating it was ‘refurbished’ in 2023.  It is a traditional PAYG meter that was an exact replica of the old one that was removed due to a fault.Do I actually need to have my gas meter replaced going by the above information? Many thanks in advance.   

Hi, hope someone can help. Had a new pre paid gas meter installed last Monday after mine had failed. Unfortunately OVO have not supplied a new card as they said they would, shops they stated stoke them don't. Fortunately I have located a shop with OVO cards, OVO have sent me 2 codes that don't bloody work...what fo I do know?? And to top it all the customer service personally said he couldn't help me due to his shift finishing in 2 minutes 😱😱😱😡😡😡 can someone help. 

Hello. My ovo top up app never works i cant schedule payments, make card payments or make bank transfers. All the details are correct and have reinstalled the app a couple of times and nothing has made a difference. Basically only way to top up is to go to the shop but I want the option to do payments online to be able to manage my budget efficiently. 

This message here is my last chance to get help. No one at OVO will help. They just pass me around, 10 times!!! Next step it to take legal advice. I have no choice! OVO support staff WILL NOT HELP!!! I spent two hours on the phone and spoke to 10 different people. And not a single one can help. The web site will not allow me fix the issue online as the house has a pre payment meter. I have to phone. My old OVO account was closed when I moved out of my flat a month ago. I could not be sure my purchase would happen. So I had no new address at that time. So the account was closed.I have now purchased a new house.The new house has a pre payment meter with a keyI need an OVO account so that I can then buy electricNo one at the OVO call centre can help. They just keep passing me from department to department. Why can I not buy electric from you? I want to give you money but you don't want it. My old account number is *edited by moderator* (which was closed) 

I contacted OVO chat Sat 13th Dec to explain the folloWing;Credit applied on pre-pay key did not register in the pre-pay meter, I was prompted by agent for picture of receipt and  meter readings, at that time I was using public wifi (not at house) so could not provide the latter.The following Monday I resumed the correspondence and discovered I had received a TAG CODE Saturday regardless and that supposedly I had missed a call from OVO also.The email states:I understand you're concerned about your Top up of £40.00 that did not register your electricity meter.I tried calling you so that we can discuss this, and we have recieved the proof of payment.Here is the Tag code that you going to use in one hour from the hour to pick up the amount of £40.00 at the local shopTAG CODE: 4*** ***9 . HoW do I  reclaim this credit? There are no instructions.The  chat agents took far too long in bouncing messages, one even said 3/4minutes is normal per message!!! 

Hi.  how to connect two different electric prepaid meters to have one account 

Hullo, when i bought credit for my pay as you go electric smart meter yesterday something very odd happened.I gave the till assistant my card and asked her to put £49 on it which she did and then she gave me my receipt and card back.As there is a signal problem with my electric and gas meter, i always have to top up manually entering the long code on the receipt, i did this as soon as i got home and to my surprise after i entered the code , a message appeared on the screen saying , “this credit has already been used”. OUCH !! £49 gone just like that.On my top-up receipt at the top, there is a number that is the same as the number on my top-up card and when i checked the number on the receipt there was 1digit different to what is on the top-up card, instead of being a 4 there is a 3.How can this happen that the card number is different on the top up receipt. I am very confused.I did manage to eventually get through to an Ovo advisor on the phone and explained what happened and she asked

We had a powecut on sunday and my screen is blank, the green background light is there but with no numbers telling me how much I've left. Once the credit has gone will it cut my supply off? Ive got a meter being installed on the 2 January. Im on prepayment for electric and gas and its the electric thats gone. Very worried about this

I'm pay as you go and have just gone to top up, but the metre is only displaying the green light with no credit etc? I've put the key in and nothing, pressed the blue button and nothing. Im worried that I'm going to end up in darkness with not knowing when the fault started? We did experience a power cut a couple of weeks back. Can anyone advise? I've rang over and they're only accepting emergency calls such as no supply. 

Hi everyone! I had a new smart meter installed on the 3rd of December. The previous one had broken and needed to be replaced for me to get any gas supply. The engineer told me it could take 48 hours for my credit to be transferred from the old meter to the new one, however it’s now the 10th (albeit early in the morning) and it’s still not updated and I’m afraid once the £2 of emergency credit i have left runs out I’ll once again be left with no supply. I’m disabled and having heat and hot water is very important for my pain levels and proper hygiene/pain relief baths. If there’s any more information I can give I’ll be happy to do so. Have a lovely week! 

hello guys,  I purchased a £10 voucher few days ago and I think I accidentally put my receipt in the bin. My meter dome times doesnt show and just when it does i bin it lolIt was from my topup card so wouldn't that show as not used? can I claim it in credit? thanku

I have received letters stating that I am entitled to the warm home discount of £150 and will receive it by 20th December. Is the 150 in one go or split between several months, I have never had the warm home discount before and I have a traditional electric meter and not a new smart meter.

I've been moved to ovo. My current gas payment card isn't working. I'm not paying £5 my old supplier didn't charge. I can't get on ovo app to see if I can get a bar code. 

topped up for gas this morning, still not been added to meter, 3 times this has done this £30 down for no gas

Hi, My credits dissappered overnigt  Electricty:As of 14/11/25 00:00:00Balance:£19.97 Gas:As of 17/11/25 00:00:00Balance: £31.81 The gas is -14.9 and the electricy is 0 now. I can not use 50£ gas overnight, can I?  I tried to topup but the money returned immediately. 

Can I ask, why if you’re on Pay As You Go, you can’t any rewards ? also I have air source heating and no option for a cheaper tariff 

What time does freindly credit start and end 

Last night (6th Nov 2025) I noticed that over £100 credit suddenly appeared on my pay as you go smart meter, I certainly didnt add this credit and I have had no communication saying it was a goverment thing or anything like that, has this happenned to anyone else or does someone know why this has happened?

I manuaaly topped up my smart meter and I saw the message saying it was accepted, but when it returned to the main menu, it didn’t show my current balance at all. Did I navigate back to the wrong screen?TIA

I am a pay as you go customer (PAYG) who was an SSE customer. SSE used to send out a statement every 3 months showing usage and costs. I got changed over 8 months ago and can't get a billing statement sent out to me? I am told look at the app but the app is only for D/D customers so no billing info is available to download for PAYG customers, why?We all pay for our energy so why can't PAYG customers get billing statements sent to them?Customer service send me on a merry-go-round with no ability to assist and the Web site does not offer this service 'O' but they do for D/D customers are payg customers less important OVO energy? Sort out your app that allows PAYG customers the same service as DD customers, SSE offered this service via their app why can't OVO offer the same???

I topped up my gas and electricity through the OVO app yesterday, I had text and email confirmation, the top-ups were displayed in the app and the credit was applied to my meters.What's strange is i checked my bank account this morning and there are two pending payments to Northern Belle 0330 303 5063 GB. The payments are for the exact amount of my Ovo top ups and I believe 0330 303 5063 is an Ovo phone number. Why do the payments have Ovo's phone number and a completely different company name? Should I be concerned about this?I was going to raise these payments as fraudulent with my bank, but if they decide I'm making a false claim, they could close my account. I topped up again this morning and the pending payments are to Ovo Energy Ltd. Can anyone shed some light on this, please?