Skip to main content
Z
Rank 2
Ziva
Rank 2
July 29, 2024
Solved

Moved into a new home supplied by OVO but a new supplier has taken over, now my card doesn't work?

  • July 29, 2024
  • 13 replies
  • 465 views

Hi!

I'm renting a room in a flat. We previously had Ovo Gas. About 2 months ago, letters began to arrive in a different name and an agreement for Scottish Gas. The Ovo customer who is living in the same place as me (the landlord's son) didn't care. Later, a final letter came from Ovo. So, probably our Ovo gas card is not working now. I've told him countless times to contact Ovo. He told me he contacted Ovo and a new card will come soon. He said this about 3 weeks ago. Of course, the new agreement and card haven't arrived. I think he's lying about having resolved it. Soon, we will run out of gas. How can I sort this out?

Best answer by Chris_OVO

Updated on 14/07/26 by Abby_OVO

 

Hey @Ziva, 

 

I would recommend that you contact our Support Team to have your questions answered as they’ll have access to the account and can see what has happened. 

 

My suggestion would be that somehow Scottish Gas have been incorrectly advised to take over the supply at the property which is called an erroneous transfer. You can find more information on this at the link I’ll leave below. The account holder can contact our Support Team who can block the transfer and have the supply remain with us if that’s the desire of the account holder. 

 

 

I hope this helps! 

13 replies

Show previous replies
Z
Rank 2
ZivaAuthor
Rank 2
October 21, 2025

Hi ​@Ziva 

First I’ll answer the topping up question:

What you are seeing with the ‘extra’ taken at top ups is most likely due to payment being taken for “Friendlt Credit” as well as (or instead of) ‘Emergency Credit”

Overnight and at weekends OVO PAYG meters give ‘Friendly Credit’ which is extra to your emergency credit.

If you have a smart meter

As long as you had credit at the start, you won’t lose power during these times:

  • Between 5pm and 9am Monday to Friday

  • Before 9am or after 3pm on Saturday

  • All day on Sunday

  • Easter Sunday, 25 and 26 December, and 1 January

There’ll still be a charge for any energy you use. So top up as soon as you can to avoid losing power when these periods end.

 

If you run out of credit during those Friendly hours then you automatically switch to Friendly Credit until the Friendly hours end.
You will then neeed to go onto Emergency Credit and/or top up.

If you were using Emergency Credit at the start of the Friendly hours so hadn’t used all your Emergency Credit yet then during the Friendly Credit hours your Emergency credit is not being used up either.
Once the Frendly Credit hours end then you go back onto your Emergency Credit, until it runs out or you top up.

OF course just like the Emergency Credit any Friendly Credit that you have used needs to be paid for when you next top up.

And that is most likely what you are seeing with the ‘extra’ £4. It will most likely have been to pay back some Friendly Credit that you had used.

Thank you for your answer.

My additional question above was also: 

Why on receipts sometimes I see Scottish power/gas if we have ovo?

It is not advert, it looks like I topped up gas or electric of Scottish power, and not ovo 🤔

Nukecad
Super User
NukecadSuper User
Super User
October 21, 2025

Who is your network gas transporter?

Your supplier is OVO, but the transporter will be different.

PS. Scottish Gas is not the same company as Scottish Power . So it may help if you confirm which name you are seeing.

As Abby says a (suitably redacted) photo would also help.

I said, Hey - Watts going on.
    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    October 22, 2025

    Hey ​@Ziva,

     

    When I used to have a pay-as-you-go meter, I noticed that the receipts I got varied from shop to shop when I topped up. I wonder if the shops are just giving out generic receipts from their machines, or if those machines are only set up for certain brands, and the cashiers are just picking one to move on to the next step.

     

    If you're ever unsure about whether your top-ups are making it to your meter, our friendly Support Team is here to help! They can check your balance and give you all the info you need. Just check out the article linked below to get in touch with them!

     

    Renewable energy jokes never get old.
    Terms & ConditionsAccessibility statement

    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd