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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.

  • 201 Topic threads
  • 2,280 Comments
201 Topic threads
J
Rank 1
julieshesheRank 1
 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? 

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Shads_OVO
Retired Moderator
D
Rank 1
DarrenO505Rank 1
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
M
Rank 1
M4n5aRank 1
 My Pay As You Go account
F
Rank 5
Flora48Rank 5
 My Pay As You Go account
C
Rank 1
CarolinaRank 1
 My Pay As You Go account
A
Rank 1
amy cowanRank 1
 My Pay As You Go account
W
Rank 1
willp2003Rank 1
 My Pay As You Go account
K
Rank 1
KvstayRank 1
 My Pay As You Go account
C
Rank 1
CaroMacRank 1
 My Pay As You Go account
How do we stop being cut off when we have no WAN?

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,

6064
Shads_OVO
Retired Moderator
D
Rank 1
DanTheDustmanRank 1
 My Pay As You Go account
A
Rank 2
AndreHRank 2
 My Pay As You Go account
OVO keep sending emails saying I'm using gas and not paying but the 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. 

44112
Emmanuelle_OVO
Retired Moderator
N
Rank 2
NeddyMoraiRank 2
 My Pay As You Go account
Chris_OVO
Community Manager
Chris_OVOCommunity Manager
 My Pay As You Go account
How to re-enable your gas supply on your Aclara second generation smart meter
How to re-enable your gas supply on your Aclara second generation smart meterTutorial

Updated on 06/07/26 by Abby_OVO Re-enable your smart meter by following this video 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. Even when you’ve put credit on the meter, it won’t automatically turn back on. To turn it back on, you’ll need to follow the process below. 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. Click to watch our Youtube video - How to re-enable the gas supply on your Aclara SMETS2 meter 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  Thanks,The OVO Team

4340
Chris_OVO
Community Manager
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
How to re-enable your electricity supply on your Elster smart meter
How to re-enable your electricity supply on your Elster smart meterTutorial

Updated on 06/07/26 by Abby_OVO Re-enable your smart meter by following the video below 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. Even when you’ve put credit on the meter, it won’t automatically turn back on. To turn it back on, you’ll need to follow the process below. In this short video we'll show you how to re-enable the electricity supply on your Elster smart meter. Before you begin this process, make sure you’ve switched off all appliances, this includes turning off your boiler at the mains. Click to watch our YouTube video - How to re-enable the electricity supply on your Elster meter 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  Thanks,The OVO Team

9510
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
How to access emergency credit on your Aclara second generation smart gas meter
How to access emergency credit on your Aclara second generation smart gas meterTutorial

Updated on 06/07/26 by Abby_OVO Here’s how you can activate emergency credit on your Aclara gas meter In the short video below 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. Click to watch our YouTube video - How to access emergency credit on your Aclara SMETS2 gas meter For more information on prepayment smart meters and a list of meter manuals, check out this forum topic. You can find our emergency and contact info below:  Thanks,The OVO Team

2420
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
How to access emergency credit on your Landis & Gyr smart electricity meter
How to access emergency credit on your Landis & Gyr smart electricity meterTutorial

Updated on 18/05/26 by Ben_OVO How to access emergency credit on your L+G electricity meter In this guide we'll tell 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. You can access emergency credit on a Landis & Gyr prepayment meter when your balance falls low (usually below £2.00) and ‘EmCr’ begins flashing. You can access the emergency credit by following these steps: Wake the meter up by pressing the ‘A’ button Keep pressing the ‘A’ button until you see ‘Accept EmCr?’ or ‘EC accept A-no B-yes’ Press the ‘B’ button to accept the emergency credit The screen may ask you to press ‘B’ again, and the emergency credit will be active This video will also show you the process of accessing the emergency credit. For more information on prepayment smart meters and a list of

11130
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVORetired Moderator
 My Pay As You Go account
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