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

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

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177 Topic threads
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
How to re-enable the gas supply on your Landis & Gyr meterTutorial

Updated on 18/11/24 by Shads_OVO  Re-enable your Landis & Gyr gas 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 gas 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. 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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Emmanuelle_OVO
Community Manager
8 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
How to re-enable the gas supply on your Secure smart meterTutorial

Updated on 18/11/24 by Shads_OVO  Re-enable your Secure gas 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 gas supply on your Secure 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 Thanks,The OVO Team 

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Emmanuelle_OVO
Community Manager
8 months 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 Secure smart meterTutorial

Updated on 18/11/24 by Shads_OVO:  Re-enable your Secure 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 Secure 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 Thanks,The OVO Team 

3550
Emmanuelle_OVO
Community Manager
8 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
How to access emergency credit on your Smart Energy TrackerTutorial

Updated on 18/11/24 by Shads_OVO  Here’s how you can get emergency credit live on your meter via your Smart Energy Tracker In this short video we'll show you how to access emergency credit on your Smart Energy Tracker. This makes sure your home has electricity or 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
8 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
How to top up your gas on your Elster smart meterTutorial

Updated on 18/11/24 by Shads_OVO  Do you need to manually add the top up to your gas smart meter? In this short video we'll show you how to top up your gas credit on your Elster 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 

670
Emmanuelle_OVO
Community Manager
8 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account
How to access emergency credit on your EDMI electricity smart meterTutorial

Updated on 18/11/24 by Shads_OVO:   Here’s how you can get emergency credit live on your EDMI electricity meter In this short video we'll show you how to access emergency credit on your EDMI 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 

2800
Emmanuelle_OVO
Community Manager
8 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 gas smart meterTutorial

Updated on 18/11/24 by Shads_OVO  Here’s how you can get emergency credit live on your Landis & Gyr gas smart meter In this short video we'll show you how to access emergency credit on your Landis & Gyr (L+G) 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 

660
Emmanuelle_OVO
Community Manager
8 months 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 Aclara second generation smart meterTutorial

Updated on 18/11/24 by Shads_OVORe-enable your Aclara smart meter by following these steps If your credit has run out on your electricity 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 Aclara second generation (SMETS2) Pay As You Go 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 

2260
Emmanuelle_OVO
Community Manager
8 months ago
A
Carbon Cutter*
AlexYCarbon Cutter*
Posted in My Pay As You Go account
Excessive credit on a pre-payment account

Hi, I provided OVO with meter readings yesterday. I have digital pre-payment meters (not smart). Between them they display nearly £200 credit, like to have a little extra on just in case. I got a lovely email from the OVO customer care team thanking me for providing the readings that stated my credit with them is £485.12. Now I am confused. How can I have more credit than the meter displays? Is it in addition to the amount displayed? Will it go on my meter? Should I ask them for it to be paid back to me? I’ve read that this time of year is when any credit should be at its lowest & that’s a lot of my money! And ideas what I should do please?

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Abby_OVO
Community Manager
8 months ago
M
Carbon Cutter***
MaddimatCarbon Cutter***
Posted in My Pay As You Go account
Electricity disablement suspended what does this mean I have credit on the meter?

Electricity disablement suspended what does this mean I have credit on the meter 

859311
S
Carbon Cutter*
9 months ago
A
New Member*
Ailish28New Member*
Posted in My Pay As You Go account
Pay as you Go meter still showing a debt on the meter after topping up, why is this?

Has anyone got any idea what is going on! Was with SSE PAYG and received an OVO card. Put £20 gas on worked fine. Said I had £8, £8 emergency credit and the rest owed. This came out of the £20. Used the gas then went to use the emergency and the meter said I owed £28. Put £40 on today, I have now put my card in again to use my gas and it's now saying I'm another £38 in debt!!! I don't understand what is going on. I'm a single mum with a 2 year and had no gas now for a month. I have to wait until I have the money to top it up and all they are doing is taking my money and I still have no gas. Any advice would be helpful. I will contact them in the morning. I'm so angry I have to wait another week for my wages to put more money on! 

604411
Emmanuelle_OVO
Community Manager
9 months ago
C
New Member*
Cosmic8eeNew Member*
Posted in My Pay As You Go account
How do I add emergency credit?

Hi, I currently have only £4 left of emergency electric credit from £20. Do I have to top up to get out of emergency credit? I only have £15 which only takes it to £19., any advice welcome 

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Abby_OVO
Community Manager
9 months ago
R
New Member*
rgqNew Member*
Posted in My Pay As You Go account
Do I have to top up using OBCONNECT?

Ovo are now forcing people to top up using OBCONNECTHave just read their terms and conditions before completingtransactionThe following is just one of the paragraphs in the terms you must give consent to in order to make a payment:The Account Information retrieved and shared may include your personal account details (such as name, address, email, phone number), transaction history, transaction amounts and descriptions, account name and number, currency, account balance, any overdraft balance, payment due dates and other information about your transactions.I am disabled, it is incredibly difficult for me to leave the house, having read the above, I now have to walk 1 ½ miles to the nearest shop to top up the card and then walk backWhy does ovos vile new partner need my transaction history/overdraft balance/etc.etc.etc.?Thank you ovo.

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Blastoise186
Plan Zero Hero
9 months ago
K
New Member*
KairosfcNew Member*
Posted in My Pay As You Go account
Can’t top up online, what can I do instead to top up?

I’ve been trying to top up my Gas today however I keep getting the message to enter a valid account number despite it being correct. I’ve also tried topping up my Electricity to see if it was an issue specific to Gas but it’s also saying my number is invalid there as well.The numbers I’m entering are correct and I’ve even copied and pasted the account numbers from my previous email receipts just in case I had been making an error when entering the numbers and it’s still saying they’re incorrect.What is going on? I’m almost out of Gas.

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Emmanuelle_OVO
Community Manager
9 months ago
P
Carbon Cutter***
Patient1Carbon Cutter***
Posted in My Pay As You Go account
PAYG meter card contact failing continuously

We've had a painful saga with a traditional PAYG card meter for gas, where the card contacts were failing but OVO's diagnostics did not check that over the course of 9 months. So we had a total of 5 weeks without gas until finally the meter was replaced. The National Grid engineer seemed to say that this is quite a common failure, so why not check for it? If you put your card into the meter and the display doesn't come on, chances are the contacts for the card are failing. Why not ask that simple question early in the process? Before sending a new card, asking for the contents of all 32 screens, sending customer to look for a shop that has a new card in-stock... I have lodged a complaint because the OVO process and outcomes were absolutely painful. I hope posting here may shortcut this for others... 

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Emmanuelle_OVO
Community Manager
10 months ago
L
New Member*
lalalalla123New Member*
Posted in My Pay As You Go account
I can’t top up the smart meter using the app, it says it is under scheduled maintenance?

I can’t top up the smart meter using the app. It says it is under scheduled maintenance. How long will this maintenance last? When can I top up using the app? Why was I never informed about this “scheduled maintenance”? Nothing, not even an email?? 

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Abby_OVO
Community Manager
10 months ago
S
New Member**
Sj140801New Member**
Posted in My Pay As You Go account
My electric has gone off and won't come back on even thought I topped up?

My electric went off no credit or emergency credit. I’m on pre pay smart meter I’ve topped it up but electric hasn’t come back on please help 

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Abby_OVO
Community Manager
10 months ago
G
New Member*
Geminijoe0New Member*
Posted in My Pay As You Go account
I'm on pay as you go, do I get any bill summaries?

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???

7113
Blastoise186
Plan Zero Hero
10 months ago
C
New Member***
Clair185New Member***
Posted in My Pay As You Go account
Checking balance on smart meter - is it in Pay as you go mode?

I have a new pay as you go smart meter and have no idea how to check the balance.I am having issues topping up with the app, and my meter has no keypad. so not sure how to top up either.

22829
Abby_OVO
Community Manager
10 months ago
B
Carbon Cutter***
BayleyPCarbon Cutter***
Posted in My Pay As You Go account
Traditional PAYG electric meter- Top up not going on the meter

I have a traditional PAYG electric meter. When the display disappeared I contacted OVO and eventually an engineer put in a new traditional meter.  He inserted the existing key, showed balance, all looked ok. I topped up  later in week, meter did not record top up.  After several hours spent on successive days on Chat, 2 days of phones, one new key and at least half a dozen “codes”, the problem remains.  I topped up again today, my Paypoint receipt clearly shows my correct account number and correct serial number of new meter.  My new key works and meter shows balance etc but will not show how much the top up is, or key in the new balance.  I am desperate, I simply cannot face talking to OVO anymore on Chat or phone and I certainly do not want any more useless codes.  I just need my supply to work.  Please help.  Patricia B

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Jeffus
Plan Zero Hero
10 months ago
S
New Member*
Seb131New Member*
Posted in My Pay As You Go account
Newly activated Pay as you Go meter top ups won't work?

Hi, this morning I spoke to a member of the pay as you go team to make the switch which they completed. I have since tried topping up on the app but nothing went onto my meter,I even tried topping up manually with the top up code but nothing. I called the team and they said it could take 24 hours to activate however my smart meter already sais it’s on prepaid mode…any help would be appreciated seb

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Emmanuelle_OVO
Community Manager
10 months ago
S
Carbon Cutter***
Sammy11Carbon Cutter***
Posted in My Pay As You Go account
PAYG meter blank after power cut?

Hi.  We had a 7 hour power cut today and when our electric came back on our prepayment key meter display was blank.   i have read it probably means we will have to have a new meter but I was wondering what happens to the credit we had on there?  I dont know the exact amount and obviously cant tell from the meter now because the display is blank.  If we do have a new meter will OVO know how much credit to put on the new meter?  Apart from the receipt from buying the electric I dont have any way of proving how much we had before the power cut.   also Im on economy 7.  Will my storage heaters come on as usual?   hope someone can help.thank you sammy

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Firedog
Plan Zero Hero
10 months ago
T
New Member*
TraceyryanNew Member*
Posted in My Pay As You Go account
Pre-payment meter reading 'call help'

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?

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K
Carbon Cutter**
10 months ago
G
Carbon Cutter****
GokudaveCarbon Cutter****
Posted in My Pay As You Go account
Why has my IHD stopped working 2 days after the new meter was installed?

Have been trying to sort out problems I have with ovo and run into nothing but problems on chat and phone I had a smart meter installed just before Christmas and the in home display went wrong 2 days later. Chatted online with someone who advised to unplug the display and leave 24 hours and to use the meter to display current balance by pressing the A  button.  The chat ended and I went to the meter and found no A button l. Tried to use the only one on there but couldn't find anything about ky current PAYG balance. Phoned ovo and spoke to someone about this and then they advised to plug the display back in again. This was done and the balance came up showing that somehow I'd used nearly £20 electric overnight. The heating wasn't on overnight and the only things on were a fridge, a kitchen light, my laptop and my amazon echo show 8. So how did thus amount get used? When I asked the ovo service person about this, all they kept saying was that us the balance show on their screen. The othe

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G
Carbon Cutter****
11 months ago
C
New Member*
charlie21New Member*
Posted in My Pay As You Go account
MDS engineer didn't turn up- Who do I contact out of hours?

Had an emergency appointment booked in for tonight between 7-10pm to sort my meter as it won’t turn back on so completely without power and guess what never bothered showing up and I’m still without power and I can’t even contact anyone! 7 hours no power food is spoiling as we speak and they were aware I’ve 2 disabled children and needed to be put back on asap! Ovo girls were wonderful, has anyone else had this from mds or know how I can contact them out of hours!! 

146113
Jeffus
Plan Zero Hero
11 months ago

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