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Marty71
Rank 1
September 23, 2026
Question

Moving home on PAYG, account credit lost due to METER BALANCE ALIGNMENT!

  • September 23, 2026
  • 1 reply
  • 17 views

I have recently moved home, my old PAYG online account had a credit/balance of over £800, when i moved home, a new account was set up in the new address, closing my old account it had over £800 in credit, slowly built up over past 8 years, i was not aware of this until i went to complete the moving home section online! they have taken this credit and sent me a cheque for just over £10 which was the balance i left on the meters as we moved out! HELP why have they taken this money, in the latter they sent the deduction is described as

METER BALANCE ALIGNMENT

there is no debt on this new property meter either

Any advice please, i emailed OVO about this a week ago asking them to explain about the deduction but no reply!

1 reply

Chris_OVO
Community Manager
Chris_OVO
Community Manager
September 23, 2026

Hey ​@Marty71,

 

I’m really sorry to hear that you’re having trouble with your online account and balance! Since this is a public forum, we don’t have access to your account details, but I’m here to help with some general advice.

As the name "Pay as You Go" suggests, you’ll be topping up your meter to keep your energy running. This is different from a 'Pay Monthly' credit account where you’re billed monthly for your usage. However, at OVO PAYG and PAYM customers are housed on the same platform, and so PAYG customers also have an account balance, but it will often be incorrect, and the true balance will be shown on your meters. It's most likely that the balance you've seen is due to an error, and the final cheque you've received is for the correct balance. We don't see PAYG customers building up large balances, because they top up their meters with credit, rather than pay by Direct Debit.

The best way to get clarity on your situation would be to reach out to our Support Team via phone or live chat. They can look up your account in real-time and explain everything in detail based on your specific information.

If you need help finding their contact information, just check the link below:

 

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