My Pay As You Go account

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????

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

I bought a £20 electricity top up from PayPoint shop to my Key and received receipt. I tried to add the credit to my meter by putting in the key but no credit has been added. I waited three hours and it still was not added. I have kept receipt. My electricity was only on 1p left by this time so I went down and bought another £20 top up. This one worked. How do I go about getting the initial £20 credited? 

I have received letters stating that I am entitled to the warm home discount of £150 and will receive it by 20th December. Is the 150 in one go or split between several months, I have never had the warm home discount before and I have a traditional electric meter and not a new smart meter.

I tried repeatedly to set up an online account with ovo energy, I used to be with SSE and was changed over to ovo. I am a pay as you go customer, I have the old fashioned traditional metre that you top up with an electric key in the shop. I do not have a smart meter. Is it not possible to have an online account with the traditional pay as you go metre. 

Hi I've run out of gas and don't get paid again until 13th and I'm on benefits.is their any help I can get please 

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?

Hi, Recently moved into a new home and the previous owners had a payg meter with boost. I have asked them to swap to pay monthly with ovo and after a few weeks, I got confirmation yesterday. However, the house has no electric at all now. We still had a balance on the top up meter which they said will transfer over to the pay monthly and I have had the pay monthly contract sent. Can't call them as they don't work weekends.Any ideas

I have a key that I top up but after visiting four shops to top up none of them were able to do so.I never had a bill sent by Ovo and do not know what my account number is so that I cannot set up an account online with Ovo  You cannot register for an account online without an account number. I was on the chat app on the website and they said they would transfer me to the Payments Dept but I was then just cut off. Calling the phone line requires entering an account number too so I am stuck with no way to contact Ovo. Only way out might be switching supplier but idk if I can.

I am asking this question for my neighbour who uses a top up key for her electricity and a top up card for her gas, today I put £40 on each for her, she has credit on her meters at the moment, does she have to top up immediately or can she wait a while until she does so, will the money on the key/card stay there until she does, if so how long for?Thank you

Hi, just seen that you can load £249 on a gas card and £250 on a key, but what is the max you can have on the meter on each? Say I want to have £500 gas credit built up for winter can we do this..... Ie load £249 and put on meter, then back to shop and put on another £249 and then put the card back in the meter to have a balance of £498 plus anything that was left on the meter to start with?Thanks

Anyone had this situation please....Had my meter  for years , ( Traditional) received NEW key today from OVO , but just topped up OLD key , so do I register NEW key ,after I,ve topped up with OLD which could be a while as I top up in advance ,and at the moment there is plenty in there .Or is it going to be a situation where my OLD key is not going to work and I loose my recent top up? Or will it still work and I can load my top up as usual,  Then  I activate the new one....sorry if thats confusing…Ps/ Just to be clear, Its not a smart meter,its an old style one.Thankyou.

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Last week on 31/10/2023 I top up gas with £20 and I used the heating only 3 hours in rest for  one week I didn’t use the boiler or something else. Yesterday I called OVO to changed the name of account, with my name and when I verify the gas and electric meter the money disappear. How comes this from 31 Oct till 07 Nov £20 disappear ? Thank  you.

So after spending a 2/3 hours waiting on the phone/web chat today sorting out an issue with my gas meter card, I was given a TAG code to go and get a replacement from the shop near me in around 3 hours time.When I popped around to said shop just now around 3.5 - 4 hours later,, they pointed out that the TAG code I was given, typed it down while on phone and checked 3 times, was missing a digit so they couldn’t activate the card on their machine with the partial code I have, However they did just hand me the cardNow my question is, if I insert this card into my meter will it register and then let me top it up anyway?Or would I have to go through the whole debacle again of having to sit in and try to call up and get the missing digit/new code for the card?

Hello my parents who are in there 80’s has just had to have a pay as you go smart meter fitted to replace a key meter as the screen stopped working anyway the meter is a Aclara SGM 1416-B … the issue is that it’s so complicated to use as all we really want to see on the screen is how much money is in there yet I’ve been pushing buttons A and B and I can’t find it anywhere? I have downloaded the ovo top up app so I can top it up for them and I can see the balance on my phone usually 24 hours behind… but does anyone know how I get the balance on the screen so my parents can see for themselves … I’ve looked high and low but can’t find anything? many thanks 

How do we order a new key for the prepayment meter. This one is causing problems and doesn't always top up at the counter when prompted. Suspect it's just an age thing and we need a new key.

I tried to top up my gas meter but no credit has been added. I have since realised that the account number I was given when I set up the account does not match the one associated with the meter. What can be do about this? Can I retrieve my £35?

For some reason, just today my IHD has Emergency Credit on the main screen with a line and green dot saying selected next to it, even though we have plenty of credit for both gas and electric, never shown this before, or is this a new thing, as a I’ve not touched any settings on it?See photos.. 

Got smart meters installed but the engineer didn't put in a IHD. They also took our old electric key and gas card, but we haven't got a new smart top up card, so can't create an account on the top up app. When can I expect the IHD or the Smart top up card to arrive? Is there a way to set up a top up account without a smart top up card?

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.

My topup barcode keeps getting declined at paypont 

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? 

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

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?