My Pay As You Go account

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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?

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???

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.

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. 

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 😢

Right, I think my old supplier account has closed because I can't top up with the card online anymore and I've just spent hours on hold trying to top up/get a new card sent out with various teams all sending me to one another. I eventually get in touch with boost who come to the conclusion that I've got a traditional meter which makes sense because ovo sent through a traditional PAYG gad card/key that requires insertion when I've got a smart meter? Does anyone know how I can top up in the meantime and how I can get a smart card sent out because I've had no help from OVO/Boost. I have a gas account number from OVO but no smart card number to top up. Hope this makes sense. Cheers Eddie

I topped up my meter on the ova app this morning and my credit was £18 and pennies.  I came home at 5.30PM and it is saying I have a zero balance and need to activate my emergency credit.  HELP. I cannot afford to keep adding money to this 

Any reason I can’t top online or in the shop on a Sunday I’ve been trying to add money to the worlds worst energy supplier for two days now. I’m now with out electricity im cold lonely and fed up you have taken £40 from my bank I’ve also tried to do this in a shop but the systems are down please help. 

Hi could anyone tell me why on my smart meter my daily standing charge states 58.910p for electric. But every morning recently I have noticed the meter starting on 76p, when it used to show 58p.  I am on a PAYG tariff.

I moved into my house 4 weeks ago. Signed up with British gas as that was the original supplier. Got my top up cards etc. Started using them, no problems. A week ago received a letter from them stating sorry your leaving us, now top up cards don't work. Called British gas, your with ovo. I'm confused but call ovo, wrong spelling of name and wrong date of birth on account. I cant top up my payg meter. Been on the phone and just keep getting transferred from one department to another as they cant deal with it. Web chat are useless. Moved back to British gas which is gonna take a few days. The only this is I got a message on my home screen telling me that my meter is is credit mode, but the balance on my meter keeps going down like its still in payg mode. I'm scared it runs out as getting no where with customer service. 😕 

A few weeks ago I received a new prepayment card. The instructions said to use up any credit and then insert the card.Last night my credit ran out I popped in the new on and was met with FAIL in big letters.I contacted ovo this morning at 9am where the representative had issues understanding. She kept telling me to put credit on it took ages for me to get her to understand I can't it says fail. She opened up a job for me at 9am saying that someone would be round in 3-4 hours. Five hours have now gone by I have spoken to webchat they told me they don't deal with heritage meters despite the person on the phone telling me to use this if there was a issue.No one has called I gave them my phone number and I have been on hold with customer services for half a hour at this point. I had to take the day off work to get this fixed.

Hello, Is OVO Top Up website down today?  I tried the app it had no information on it so I cleared cache and data and it reappeared but site says insecure website.