My electric is not showing up on the new top up app

I’m having same problem electric balance is showing but no gas balance and no record or receipt for top ups I did on Monday not showing on in home display unit either what’s going on 

Same problem, electric is on there but no gas account.

Hi, I have the same problem since moving to new app, can only see my electric account on dashboard, Gas not showing. 

Hey ​@Andy67 ​@K.Jackson ​@Susan 5061 

Sorry to hear about this, I’ve reached out to each of you via Private Message so we can hopefully get this sorted.

Morning all,

There’s a couple of scenarios that could be preventing either gas or electricity from being shown on the app:

Scenario 1: 

Some customers have reported that their is gas missing from their app, without realising that the supplies are only visible on the app if they have smart meters installed.

If you have a traditional meter installed for gas, then you won’t be able to see anything related to the gas supply on the app, as the gas meter will not be remotely linked in any way, and must be topped up manually with the card as before, with the balance shown only on the meter.

If anyone is in this position, we recommend contacting our Support Team to book a smart meter appointment.

Scenario 2:

Some customers who cannot see gas or electricity on their app are affected by an issue where one of their smart meters may not be labelled correctly on their energy account, and this must be fixed by our Support Team.

If you have two working smart meters for electricity and gas, and either electricity or gas isn’t showing on the app, please contact Support, and get them to check whether your meters are both labelled as smart meters on your energy account.

Hi - I'm having the same issue. I've downloaded the new OVO top up app today and my gas account is showing, but not my electric. This is especially odd as I only 'top up' my electricity (which I've been doing via the old app for a few years) and pay my gas bill monthly rather than topping up.

Can someone help please. TIA 👍🏻

I’m in the exact same position, but with gas not showing. Same scenario been topping up gas and electric on app for years. I messaged a few weeks ago hoping it would get sorted but still haven’t been able too yet. 🤷🏻‍♀️

Hey ​@Fluffstered ​@K.Jackson 

I’m really sorry you’re both still experiencing issues. The team have asked that all of these reports now go through the Support Team so this can be dealt with efficiently and logged fully. The issue is often caused by the meters not being labelled correctly on their account, which was never an issue with Paypoint, but is with the new app. Care can see what the issue is, and amend it, raise a case, or raise a ticket if necessary.

We’re really sorry the journey hasn’t been smooth, but the Support Team are tooled to be able to investigate and fix a number of problems now related to causing these missing fuel issues. Do let us know how you get on, the following similar topic may also be helpful here:

I have rung the Support Team last Wednesday, and they explained that it should be showing by the end of last week? It’s still not showing :( 

Hey ​@K.Jackson 

Sorry to hear that.

If you’ve not done so already could you delete and reinstall the app, and try logging in here https://my.ovoenergy.com/login.