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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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Pay As You Go Smart Meter - Top up issues

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169 Topic threads
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! 

560910
F
Carbon Cutter*
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 

832911
S
Carbon Cutter*
8 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.

144717
J
Carbon Cutter***
8 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
8 months ago
J
New Member***
julieshesheNew Member***
Posted in My Pay As You Go account
Off gas supply with a ‘traditional’ PAYG meter with no top up card received?

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? 

142619
Emmanuelle_OVO
Community Manager
8 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.

571
Blastoise186
Plan Zero Hero
8 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
8 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?? 

10563
Abby_OVO
Community Manager
9 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???

6283
F
New Member*
9 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.

20529
E
Carbon Cutter*
9 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

3083
B
Carbon Cutter***
9 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 

18592
Abby_OVO
Community Manager
9 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?

214818
K
Carbon Cutter**
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
9 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

35707
Firedog
Plan Zero Hero
9 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

30711
G
Carbon Cutter****
10 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!! 

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Jeffus
Plan Zero Hero
10 months ago
E
New Member**
ecremerNew Member**
Posted in My Pay As You Go account
My PAYG meter showing 'Low Battery'- What should I do?

Hello,my pay as you go meter shows low battery. Could you please help me what to do?thank youEliette

1462
Nukecad
Plan Zero Hero
10 months ago
C
New Member*
Customer666New Member*
Posted in My Pay As You Go account
Gas supply cut off for three days- Meter says 'Call Help'

Hi,We tried to top up our pay as you go “heritage” meter and were met with a flashing display of “call help”. To cut a long story and multiple (poor signal peppered) conversations short, the engineers have failed to show up twice, and we’re still without a gas supply.Has anyone else had a similar problem, and more so, is there any way to circumvent the singular process put in place to deal with our issue? Regards, Customer666

996520
T
New Member*
10 months ago
V
Carbon Cutter*
Valandroy6Carbon Cutter*
Posted in My Pay As You Go account
ovo top up app not working

I must say I’m not very happy with these so called smart pay as you go meters.. my elderly and vulnerable parents had one of these fitted recently and went to see them on Tuesday and they had no electric (luckily it was only an hour and they knew I was coming) but they have a care line which stopped working so that’s dangerous but I checked the app on my phone as I’m power of attorney for them so I keep track of everything and it was showing still £43 in it??? I phoned up was told that the balance was actually zero! So I topped up again while on the phone then had to be talked through how to get the meter working again!! There is nowhere on the screen that tells you the balance in there but even if it did it’s so complicated and high up my parents couldn’t use it themselves anyway…. There should be some kind of simple to use meter… it’s now Friday and topping it up 3 more times it’s still showing they have £43 in the meter and last updated 1/1/24 ????? Can anyone tell me if they have t

8287
Blastoise186
Plan Zero Hero
10 months ago
M
Carbon Cutter***
MrloueyCarbon Cutter***
Posted in My Pay As You Go account
What is Simpler Energy?

It’s important I know the difference with simplier energy and a pre payment metre. can anyone explain to me the difference between these two as I been trying to get hold of someone from owo the pass 3 days im a new customer and I don’t want my electric to cut off so is it a pay monthly plan out my direct debit???

14112
Tim_OVO
Community Manager
10 months ago
L
New Member***
LaughsplaceNew Member***
Posted in My Pay As You Go account
Warm Home Discount delay

Trying to get answers as to why my warm home discount has not been applied ...received an email from OVO stating it would be applied by 27th November.  Its not been done ..They have told me it's the government that pay it not them? Government told me its OVO that pay it not them?Why can't I get a straight answer????

68725
Z
Carbon Cutter**
11 months ago
V
Carbon Cutter****
vasirpvlCarbon Cutter****
Posted in My Pay As You Go account
PAYG meter says no money but there's money in the account?

This morning our electricity supply was cut off. We are on PAYG. Checking into the account , both on website and app, we seen that we still have £10 credit. Checking the meter it shows that we need emergency credit. We toped up with £50, which is showing in the app but not in the meter which is still running on emergency credit. We talk here on chat with someone, we got cut off, we called and after almost 1 hour of talks without nobody knowing what is happening or to fix the problem we cut of as well. We didn't get any email confirmation for the last 3 payments , a total of £150. We simply had enough.

803
V
Carbon Cutter****
11 months ago
J
New Member***
Jonny_BeeGoodNew Member***
Posted in My Pay As You Go account
Changed from PAYG to Direct Debit- But now off supply?

Hi All, I changed from PAYG to DD last week after moving in. I had been topping up and was £27 in credit. I was told that everything would be sorted, but today, the electricity was off and the meter was saying -£3.52. I’ve been on a web chat for over an hour and have got nowhere as they (it) kept transferring me. Does anybody know what’s happening to me?

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C
Carbon Cutter*
11 months ago
S
New Member*
Sgachris81New Member*
Posted in My Pay As You Go account
Top up app not allowing me to top up or add a card - what can I do?

Hi all,recently and regrettably had a smart pay as you go top up meter installed. The engineer that installed it really didn’t give me much information at all. I have the OVO top up app on my phone with my meter registered however, the account balance has been up and down (to date I haven’t managed to top up) so I don’t understand how this actually works. My balance is currently at £5.05 and I’m trying to top up through the app but when I enter my bank details, the “top up now”icon to select to make the payment go through doesn’t register the touch so nothing happens. Alternatively, I tried to add my bank card and the “add card” icon also doesn’t register touch either. So just wondering how else I can top up? I got the smart meter in part so I wouldn’t have to look for shops to top up in and save that hassle. Thanksa concerned almost out of power reluctant OVO customer

7743
Tim_OVO
Community Manager
11 months ago

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