My Pay As You Go account

Hi all 👋 Yesterday I put £30 on my gas account via the app......the updated one.....and its not carried over I chatted online to an advisor around 6 hours ago, and inputted my 16 digit number to force it over. I waited 45 minutes.....actually its now about 6 hours.....and still nothing. As I can't 'talk' to anyone til tomorrow, and it's pretty low, any advice gratefully received. Thanks 😊

Hello. I just moved in to new property. There is pre paid meter. I don't have card , key, Pan. How can I top up?

Hi there, it seems we had a power cut in our block today but now there is no display on my pre payment meter?

We are undergoing a renovation and going forward, my old pre-payment meter is going to be replaced with a smart meter. I have £186 od credit on my pre-paymeny meter, which I obviously don't want to lose in the change over. Can Ovo guarantee that credit won't be lost in the change to a smart meter?

Good Afternoon. We recently had a power cut in our building. Shortly after that, when we got electricity back, i realized my meter had a blank screen and I could not see how much credit I had left. I contacted OVO assistance to book an engineer to come fix it, which they did, but I was worried that I could run out of credit before they come (almost a week later). They told me I should not be worried because when that happens the meter basically starts working as a billing meter, so there’s no possibility of me running out of electricity in the meantime. Could someone confirm if this is really the case? I really don’t want to call 105 in the evening and wait in the dark for three or more hours waiting for help to come. Thanks very much.

Good evening I ran out of gas this morning and activated Emergency Credit (£15.00) via my card. A few hours later I topped up my gas card with £5.00 and put it in the meter. The normal “please wait……..” sign came up but then it went back to the first meter screen (I think it showed £15.00 emergency credit) and then went to the “please wait screen” again. The next screen that came up was the amount of £0.01p being taken to pay back emergency credit. It then asked me to press A which I did, however nothing happened (the meter screen was frozen). After a while it went back to the “please wait..” screen and the £5.00 credit was then added. However, instead of going back to the first meter screen, “please wait….” appeared again and a second £5.00 was added. Therefore I currently have £10.00 credit on my gas meter when I only paid for £5.00. Can anybody tell me what has happened here? Is the meter or gas card faulty? The meter was installed back in 2007 and the gas card is from 2023. The Paypoint gas receipt states £5.00. If I had topped up £5.00 prior to today, the meter would have accepted that instead of activating emergency credit? Any help/advice would be appreciated. I hope any problems can be rectified. Thanks in advance

I was struggling to top up my key meter until payday and got in touch with OVO. I was given an RTI to get £75 credit but the repayment rate on the meter is £3.50 a day. I realised that due to the high energy costs and the fact I’m all electric heating this repayment rate will leave me in a worse situation than ever so I don’t intend to use it. It was only for a couple of days anyway. I’d rather switch my heating off! I’m getting a new pay as you go smart meter on Thursday. Am I correct in assuming that if I don’t use this RTI code and continue to top up then nothing will happen?

This weekend I’ve completely run out of gas, emergency gas and real world money. I’ve not been in this situation before so went through all the appropriate channels OVO provide. The website is very clear the phone numbers and chat are open on weekends, however, if you are part of the thousands of of blundered accounts still on Apollo you cant use those channels. Lets skip the usual grandiose scornful rants and just get to the nitty gritty. When requesting to be moved to OVO a few years ago (before boosts implosion) after a long arduous process with boost due to a simple error they made. Lettergate. They messed it up, only my electric was moved over to Direct DEBIT no probs. My gas remained with boost. Boost was using the Apollo payment network, or something, its very difficult to find genuine information. It wouldn’t be public knowledge just like the booking software taxi offices use for instance. It moved to Orion or OVO use Orion but my account got messed up, again no one knows why but there is lots of history of OVO having fines and issues with accounts through OFGEMSs site, then eventually was reabsorbed by OVO and the brand Boost closed. So there are many people with no access to any online account, they use the OVO Energy Top-Up app, its the boost app in green.No access to an OVO online account for Direct DEBIT in at least 2 years. How is this being addressed? My experience won’t be unique, I know you can borrow emergency funds from OVO. Boost forced £50 on my meter in the past which I paid back. Because of the issues with Apollo, I cant do this because the phone line wont accept my account number. The webchat can’t help either, I will wait until Monday with no hot water or heating in 4 degree weather with snow everywhere. Pretty messy really.

I’m in an urgent situation! Please help. I’m newly moved in and registered OVO services on a fixed monthly plan since 19th Feb. My traditional gas meter’s battery was not working and required a replacement. Unfortunately, an engineer wrongly installed a PAYG gas meter for me. I have never received a top up card ever. I join the monthly plan instead of PAYG. I spend hours to call for emergency credit every day and all credits runs off in a day. I keep trying to request for an urgent top up card delivery. Yet, nobody from OVO could help. I feel so desperate and helpless. Weather was cold these days and my kids keep freezing. What I request for is an urgent top-up card only. So that I can top up by myself while waiting for scheduling reinstallation of non-PAYG meter. I called hotline, sent e-mails, chatted in chatroom. No positive feedback is received. What can I do?

Hello, I recently switched to octopus from OVO. I was a pay as go customer for about 6/7 years from when it was SSE and I had a £110 on my in home display meter as balance when the switch happened (the OVO app even says this) I got my final statement through and OVO said "your due a refund" I was like oooh nice I should hopefully get the £110 back as this is what they told me. Opened the statement and apparently I'm only due £48 How is this possible? I'm pay as you go, so whatever I have on my meter I've purchased and use in real time. They said that they can see a consumption charge of £50 and a standing charge of £12 which when deducted from the £110 equals £48 (I can do math 😂) this is from the 28 sept to 21 Oct I think they said. I still don't understand though, I don't pay for the last month I used, the next month if that makes sense..if I put the kettle on and it costs £1 then it deductes from the £110... Could someone shed some light on this? Also no debt from emergency credit or anything like that. Thank you x

Updated on 21/01/25 by Abby_OVO Re-enable your Landis & Gyr 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 Landis & Gyr (L+G) 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. 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 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm. Thanks, The OVO Team

Hello, my meter has been broken for a while now. I am extremely rural and have been unable to manage getting an engineer out to help. ANYWAY i just wondered is this meter controlled by the rts signal.

Updated on 18/04/25 by Abby_OVO If you need to contact us regarding an out of hours emergency follow the steps below: Pay as you go emergencies - https://www.ovoenergy.com/help/article/emergencies Phone: 0330 175 9669 Opening hours: Mon-Thu 8am to 8pm Friday 8am to 8pm Sat-Sun 9am to 5pm Pay Monthly and Pay as you go users can also send us a private message out of hours on our Social Media channels at the following links (including Bank Holidays): https://www.facebook.com/ovoenergy/ https://x.com/ovoenergy?lang=en https://www.instagram.com/ovoenergy/?hl=en One of our Social Media team members will respond to your messages as soon as possible and you’ll find the opening hours below: Opening hours: Mon-Fri 8am to 8pm Sat-Sun 8am to 5pm There’ll be planned outages that’ll affect your ability to top up We want to let you know that maintenance is planned on the following times: 20th April 7am to 9am 22nd April 12am to 5am 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 Paypoint or 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 have a separate issue affecting your smart top ups, see our topic guide on common issues and fixes . Thanks, The OVO Team If you’re a pay as you go customer whose vulnerable or relies on your supply for mains powered electrical equipment (supply critical customers) & we’ve been trying to reach you it may be because you’ve not topped up in a while & might be without power. If we aren’t able to get in touch we will send a visitor (after 72 hours of being off supply) to check in and talk about how we can help. ​​​​​​ We also want you to know that if you can’t afford to top up, we’re here to help. Don’t worry if this doesn’t apply to you – we just want to make sure that anyone who needs support gets it quickly. These topics may be helpful: Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off? 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

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

I’m a pay as you go key meter customer and have always had £20 emergency credit available. Now it has suddenly changed to £15 and when I looked into it on the support package page it says that emergency credit remains at £15. I think it has actually decreased from £20 to £15 which seems like a small amount but considering the cost of living crisis it makes a difference to me! Has anyone else noticed this?

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’m now 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.

Updated on 16/01/25 by Abby_OVO Let’s find out more about fail safe mode What is fail safe mode? Fail safe mode stops your meter from switching off during the night. This means you have a constant supply of electricity even if there’s not enough credit on the meter. You may have also heard this referred to as “non disconnect”. But, you’ll still need a small amount of credit on the meter for the fail safe mode to kick in. Fail safe mode starts at 8pm and ends at 9am the following morning. For example, if you were due to run out of credit on a Saturday night but still have some credit on the meter before 8pm, you won't go off supply until Monday morning after 9am. How do I know how much electricity I’ve used while I’ve been in fail safe mode? Any electricity used during fail safe mode will show as debt the following morning. You’ll be able to see the amount showing on the meter, and the word “debt” in small writing above it. With the key in the meter you can also tap the blue button to get to display B. This will show the amount in whole pounds, for example, £3.50 debt would show as B £4. Don’t worry, you don’t need to remember when fail safe mode runs. 10 minutes after fail safe mode ends, the meter will beep for 20 seconds to let you know that you’re due to run out of credit, and go off supply. Then, you’ll need to top up your meter with more credit to clear the debt and get back onto supply. We have a great topic about topping up here on the Forum: If it’s not a good time for you to top up, you can activate your emergency credit, if you haven't already used it. To do that, insert the key. But remember that when you next top up, you’ll need to clear the front screen debt and the emergency credit. How do I top up when in fail safe mode? If you’re in fail safe mode, before topping up, you’ll need to check how much is owing by inserting your key into the meter and tapping the blue bottom to check screen B to check the debt. It’s worth bearing in mind when topping up you’ll need to be at least £1 in credit. So we’d recommend topping up a minimum of £1 or more than what is shown on the B screen. What support does OVO have available to support customers this winter? If you or anyone in your home is vulnerable, or just needs a little extra help, our Priority Services Register is a free support service you might find useful. If you’re not sure Pay As You Go is right for you, and are interested in switching to pay monthly you can contact the Pay As You Go Support Team . Struggling with your energy bills? Our Customer Support Package might be helpful to you. For more information about support OVO can provide please check out helpful FAQ: 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 of helpful resources and information available on our OVO Help pages .

my pay as you go meter reading doesn't show my credit a electric power cut jus happened in my neighborhood the power is back. but my my meter reading not showing nothing

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

Good Afternoon. Shortly before I got my old electricity meter replaced by a smart one, I topped it up with 10£. I now have the smart meter running ok, but I just would like to know: is there a way that I can get that 10£ credit for the new smart one? I still have the old top up key, and the receipt. Could anyone let me know how I go about doing that? Thanks.

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.

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!

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?

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, to a member of OVO that knows how to get us switched back on or get a working meter to us sooner than 9 months? The call handler seemed to think it was acceptable that we go without electric for a full weekend.

Updated on 05/02/2025 by Bradley_OVO: 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 in One 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 ready so we can help you quickly. We'll ask you: the date you moved in for meter readings from your move-in date the complete address and postcode of your new home if you'd like a smart meter , if there isn't one already installed We'll email you a welcome pack with everything you need to know about your rates and how to top up. If previous residents left any top-up keys or cards, please throw these away. You'll need to top up using the details we send you, as they're linked to your OVO account. Here's the online top up portal page for OVO Pay As You Go customers with a smart meter . For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple. Moving home If you have a smart meter You can tell us you're moving up to 4 weeks in advance, on the day or shortly afterwards. The quickest way to let us know is through our live chat service , or you can call us on 0330 175 9669. Opening hours: Monday - Friday 8am to 8pm Saturday - Sunday 9am to 5pm We'll ask you for: your move-out date your forwarding address and email final meter readings (if you've already moved) If you'd like to take your OVO plan to your new home, we'll close this account and create another one at your new address. Please take a note or photo of your readings when you leave the property. The smart meter should do this automatically, but it's always good to have a backup. We'll sort everything using the details you provide and then email or post you a final energy statement within six weeks. The statement will show: your recent energy use any money left to pay and how to pay it, or any money we need to refund (we'll post a cheque to your new address within 10 working days after your final statement. If you have a traditional meter Please note your meter readings or take a photo of them to be safe on the day you move out. When you leave, please throw away any top-up keys or cards. This stops any future residents from using your energy account. We'll ask you for: your move-out date your forwarding address and email final meter readings (if you've already moved) If you'd like to take your OVO plan to your new home, we'll close this account and create another one at your new address. We'll sort everything using the details you provide and then email or post you a final energy statement within six weeks. The statement will show: your recent energy use any money left to pay and how to pay it, or any money we need to refund (we'll post a cheque to your new address within ten working days) Leaving OVO We'll be sad to see you leave, but we'll do everything possible to make the transition smooth. You don't need to make us aware if you're switching suppliers. Your new supplier will do this and submit the opening meter readings to us. We'll use the opening meter reading from your new supplier to calculate your final balance, prepare your final statement and close your account. The final statement will be sent to you within six weeks, and we'll email or post it to you. The statement will show: your recent energy use any money left to pay and how to pay it, or any money we need to refund you (if so, we'll post a cheque within ten working days of your final statement) Once you've left OVO, please throw away top-up keys or cards. Finally, you can find some useful links below to anything you need with Pay As You Go: Pay as you Go topic - Topic hub & how to get in touch Smart meter video tutorial series Traditional meters advice OVO Help Pay As You Go Moving in Moving out Leaving OVO