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.

  • 204 Topic threads
  • 1,761 Comments
Tutorial

Smart Meter Video Tutorial Series

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F.A.Q.

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

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Tutorial

Pay As You Go Smart Meter - Top up issues

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204 Topic threads

J
Carbon Cutter*
janinaCarbon Cutter*
Posted in My Pay As You Go account

Can we have our Warm Home Discount, applied to our gas account instead of electric?

Please can Ovo, give customers, the option to have the warm home discount applied against the gas account instead of the Electric account. I heat my home with gas so it would be far more beneficial for me as, I assume, it would be for a lot of other people.

7
J
Carbon Cutter*
6 months ago
C
New Member***
CardiffianNew Member***
Posted in My Pay As You Go account

Why is my In-Home Display showing and 'F' at the bottom?

On the gas meter display when pressing button A the balance is shown with the word ON to the right, underneath ON there is a letter F flashing in a black vertical rectangle. What is this? 

4
Blastoise186
Plan Zero Hero
7 months ago
H
New Member**
Hazey2010New Member**
Posted in My Pay As You Go account

My new SMETS2 meters are not showing any credit at all how do I see what credit I have? The In-Home Display is showing nothing at all!

Ive had both new smart meters fitted today (I'm on payg) the engineer said the set up will take around 30mins after a couple of hours the hand held still shows nothing at all and ive looked at the meters and theyre not showing any credit either! I dont know how much I have on either meter and I can't get the meters to show me? Do I still top up using the same  Ovo App I used before on my old meters?

2
H
New Member**
7 months ago
H
Carbon Cutter*****
hallj12345Carbon Cutter*****
Posted in My Pay As You Go account

Migration to OVO Credit Update

Hello,I recently asked about not having all my credit reapplied after migrating from SSE to OVO.  I spoke to a gentleman called Sebu.  He said a small minority of customers didn't get all their credit reapplied because of a technical failure.  The migration team are working to get this fixed.  It seems I was one of the few  that didn't get all their credit back.  I hope it gets fixed soon and he advised me to keep Topping Up in the mean time.

18
Jeffus
Plan Zero Hero
7 months ago
M
Carbon Cutter***
MxcLxllxnCarbon Cutter***
Posted in My Pay As You Go account

Inexplicable balance adjustment applied to our Pay As You Go account (Pre-Payment meter)

Hi all,I moved into a new flat back in April and on my first day, I updated the existing OVO account details from the previous tenant (my landlord) to my name. For context, I moved into the flat AFTER the transition from SSE had occurred, so I never had an account with SSE. In our entire tenure with OVO (from the day we moved in, up until right now), we have been on a pre-payment meter - and by definition, have paid for ALL of our energy usage in advance of actually using it. As I type this, we are actually in over £100 of credit according to our little in-house display (so if anything, they actually owe me money) You can imagine our shock and confusion when last week, we received an out-of-the-blue communication from OVO that we “owed” +£1200. This debt had apparently been applied to our account in mid-June but we were never told about it until this recent e-mail and text.  Not only have we paid for all of our energy usage in advance, I have gone through an tallied up our entire energ

6
Jeffus
Plan Zero Hero
7 months ago
S
New Member*
SWGWNew Member*
Posted in My Pay As You Go account

Top up app- Can my partners card also be registered?

Hi I have registered our electricity card number to the app on my phone with my bank card, can my partner also register the same card to his phone with his bank card? Obviously using a different login and password.

1
Emmanuelle_OVO
Community Manager
7 months ago
A
New Member*
AmandabardeNew Member*
Posted in My Pay As You Go account

Just got a smart meter installed- How do I top up?

Hello I just got my smart meter and about to run out of the emergency units. Please how do I top up as soon as possible?

1
Abby_OVO
Community Manager
7 months ago
Jules1270
Carbon Cutter***
Jules1270Carbon Cutter***
Posted in My Pay As You Go account

IHD PAYG stopped showing Gas info

Up until this evening my IHD was showing both gas and electric but for some reason it’s stopped showing any gas info, anyone know why this would be please? I am on smets2 meters PAYG.

2
Emmanuelle_OVO
Community Manager
7 months ago
A
New Member***
AnubisNew Member***
Posted in My Pay As You Go account

Why can't Pay as you Go customers enjoy the same EV benefits as those who pay by direct debit?

Why can't PAYG customers enjoy the same EV benefits as those who pay by direct debit. 

2
Tim_OVO
Community Manager
7 months ago
A
Anonymous
Posted in My Pay As You Go account

What's the problem with my new account and the OVO welcome letter?

Hello everyone,  I hope you’re all having a nice day, Having recently been moved over automatically from SSE PAYG to Ovo Energy PAYG I received my welcome letter dated 2 August 2023, it stated my move was complete so I thought I’d give them a call to confirm a few details, like making sure I’m still registered with priority service, that I can I top up my electric key at paypoint without any issues etc, generally get some more information I needed in regards to my specific concerns. Yesterday in my 1st call using 0330 303 5063 I got from google search, I got told that my “account is still pending”, 5 days after welcome letter saying everything complete & ready, today I tried webchat for an update & to get more information, they told me they couldn’t access my account & to phone 0330 175 9669 as web chat is not available/set up at the moment for prepayment meter customers like myself (not very good is it?), so I called them on that number, 18 minutes on hold then the calls r

8
N
Carbon Cutter*
7 months ago
A
New Member***
AvaughanNew Member***
Posted in My Pay As You Go account

IHD not showing top up payments

My gas smart meter display has always shown how many days I have left in gas after I top up, and obviously goes down, however it's just changed from this to the amount going up like it's now billing me, iv just topped up and it's the same, the credit isn't on my smart meter, and bill is still increasing, anyone else had this? Any suggestions? 

5
J
Carbon Cutter*
7 months ago
R
Carbon Cutter*****
richard cCarbon Cutter*****
Posted in My Pay As You Go account

I'm struggling to get through to Pay as you Go support on the phone, how else can I contact them?

Issue with 0330 175 9669???I have been on hold for 50 minutes. Before that 25 minutes but the line was cut off. Is something big going on??? Really odd. Should I stay on line???

5
Emmanuelle_OVO
Community Manager
7 months ago
M
New Member*
Mr JonesNew Member*
Posted in My Pay As You Go account

Landlord left with a pre-pay meter- How do I get this changed?

I’m the landlord of a property and my tenant has just moved out. I’ve now discovered that without my prior knowledge or permission, the tenant had the meters changed at the property to Pay As You Go meters.  I would never have agreed to this.How do I get them changed back? ( they did it for both the gas and electricity supply). Thanks in advance.

2
M
New Member*
7 months ago
R
New Member**
RockmoverNew Member**
Posted in My Pay As You Go account

How do I submit meter readings for Pay As You Go

How do i send meter readings online?

1
Blastoise186
Plan Zero Hero
7 months ago
B
New Member***
Bub1New Member***
Posted in My Pay As You Go account

Do I use the credit on my old card before topping up the new card?

Hii was switched from to OVO.my gas meter is card top up type. I was sent a new card for topping up from Ovo.should I use remaining credit on meter before putting in new card to activate it then topping it up.if I don’t use existing credit before activating card will it be wiped off when card is inserted to activate it. 

1
Blastoise186
Plan Zero Hero
7 months ago
I
Carbon Cutter*
itsmeemillyyCarbon Cutter*
Posted in My Pay As You Go account

I’m off supply for my electric, no engineer turned up after booking yesterday and after calling SMSL they have no record of my appointment. what?

I moved into my new flat a couple days ago and a few things have happened with my key meter:  there is a debt on the meter from the previous tenant that needs to be cleared i am off supply i was given a code to go pick up a new key and after going to 7 different pay points no one had any for at least 6 months i have a electrics key that has been sent out but won’t arrive for 3-5 working days so at least next Wednesday.  I booked an engineer yesterday and no one showed up i rebooked to day and contacts SMSL the third party company that was used and there was no record of any bookings too my address even though I received email confirmations.  I go through to customer services, get help and then nothings actually happens it’s a constant cycle. I have food that’s going off and a fridge & freezer full of things I bought which is now ruined (which I can’t afford to replace because of this cost of living crisis) and I still haven’t received any confirmation of appointment by SMSL. I’m ha

16
Abby_OVO
Community Manager
7 months ago
Abby_OVO
Community Manager
Abby_OVOCommunity Manager
Posted in My Pay As You Go account

Have you lost your top up key or card and need a new one?Tutorial

Here’s how to request a new card or key If you’ve lost your top up key or card, you’ll need to contact us to get a new one. They’ll either recommend a shop near you to collect a replacement from, or they’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post. 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 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. Or call us on 0330 175 9669 during the same times. If you’re with BoostFind answers or chat with Boost at boostpower.co.uk/help. Or call them on 0330 102 7517. If you need to contact us on a Sunday, our Social team can help you. Send us a message on Facebook or Twitter from 9am - 5pm, they’ll be able to schedule an emergency meter appointment if needed. There’s more info on what to do in an emergency here. What support does OVO have available to support customers this winter? If you or

35080
Abby_OVO
Community Manager
7 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Only have gas for heating? Here’s how to check the meter is working as it shouldTutorial

Here’s how to rule out a meter fault before you need to use your gas this winter First off, press the red A button, the screen should then light up, show your credit balance and say “ON”. If it says anything else contact please contact the Support Team:  How to get in touch about my OVO Pay As You Go accountThe 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 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. Or call us on 0330 175 9669 during the same times.If you’re with BoostFind answers or chat with Boost at boostpower.co.uk/help Or call them on 0330 102 7517. Some of the most common issues and error messages: If you have a gas quantum meter and it’s showing “B1” or “B3”, this means the battery is running low. You’ll need to contact the Support Team to book an appointment to change the battery. Please don’t wait to change the battery, or your meter might stop turning on, and yo

26080
Emmanuelle_OVO
Community Manager
7 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Not topped up for a while? Here’s some advice for traditional metersTutorial

Let’s find out how daily standing charge debts affect your top up amount  For traditional top up gas meters Ever got to winter, topped up your gas meter for the first time in a long time and found the credit disappears, this topic should explain why. Let’s first talk about standing charges… What are they? And why do we pay them? Standing charges are a set, daily amount that you pay no matter how much energy you use. It covers the cost of the supplier to supply energy to your home.  For traditional top up meters, standing charge debt will build up daily but won’t show up on the balance. To see the standing charge debt on your gas meter follow these instructions: Firstly, make sure your top up card is out of the meter, then tap the red A button to turn the meter on. It will then say “PLEASE WAIT” and show your current meter balance, lightly tap the red A button again once and this will take you to the “OWED” screen, which will show the outstanding amount. You might be wondering, ‘how do

4210
Emmanuelle_OVO
Community Manager
7 months ago
Emmanuelle_OVO
Community Manager
Emmanuelle_OVOCommunity Manager
Posted in My Pay As You Go account

Did you know your traditional top up electricity meter has a ‘fail safe’ mode?F.A.Q.

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

9130
Emmanuelle_OVO
Community Manager
7 months ago
M
New Member**
MistyWoodlandNew Member**
Posted in My Pay As You Go account

Electric meter has power but no display? But my landlord is named on the account

I went to top up my electric meter, the display has power but is not showing the credit. The account is in my landlords name and I can't get hold of them. Ovo won't talk to me over the phone, obviously as it's not my account.  The chat bot is useless.  I'm away for the next couple of weeks so am worried as I can't top up my meter. Can anyone suggest what else I can try to do???

4
Abby_OVO
Community Manager
8 months ago
S
Carbon Cutter*
ssray23Carbon Cutter*
Posted in My Pay As You Go account

OVO PAYG - Credit dropped to zero suddenly

Hi,I had £11 on my meter an hour ago. Then I boiled water on the electric stove and used my laptop in the study. No other appliance was on.Now I have £0 and I’m on emergency credit!This does not appear to be normal. Why did it happen? Is the meter faulty or am I missing something?Please help.Ray

5
Emmanuelle_OVO
Community Manager
8 months ago
H
New Member***
Harry burghamNew Member***
posted in My Pay As You Go account

faulty payg card

My elderly 90 yrs old mum who suffers with epilepsy and been without heating and hot water since Friday 1st September. The meter and new card wouldn’t download the credit onto to meter. So I called OVO. I have never found it so hard for a supplier to take responsibility for a fault. nearly 2 hrs on the phone and online.  2 people in the call Center cut the call off, when I finally spoke to someone with an once of customer service in them, they convinced me they’d have the issues sorted and was told the the emergency call had commence at 12:14. And will have someone there within 3 hrs. My mum is still waiting for someone to turn up and hasn’t had any heating or hot water since Friday morning. to say im Livid is an understatement. you can’t call anyone the chat or is about a much use and a chocolate fire guard. It’s a good job the temperatures aren’t bad at the moment. has anyone else experienced this incompetence by this supplier? I’ll be changing her supplier as soon as I possibly can.

5
BPLightlog
Plan Zero Hero
8 months ago
I
New Member**
IlovebizzNew Member**
Posted in My Pay As You Go account

No gas and multiple failed appointments, what should I do?

I was switched over 6 weeks ago never recieved a card 5 engineer appointments have been missed in 3 days I'm now going into day 4 with no gas any idea what I can do? 6 weeks they keep telling me a card is being posted now engineer's aren't turning up spent hours upon hours on the phone and waiting for no one 😢

3
Emmanuelle_OVO
Community Manager
8 months ago
R
Carbon Cutter*****
richard cCarbon Cutter*****
Posted in My Pay As You Go account

Moved in to a new house, top up meter. But can't top up!

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) 

17
R
Carbon Cutter*****
8 months ago

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