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

Thank you for responding.  I contacted Ovo again via the Chat to get this resolved, however, despite the adviser assuring me that my Pay as you go /Electricity account would now be showing/accessible, I have not been able to log into my account at all, either through the app or browser - not sure if this is a problem others have experienced?  

Morning ​@jkwalker1 and welcome to the OVO Forum community.

Sorry to hear of what’s happening here. A few customers have had the same issue, and this needs to be raised to our Support Team, who’ll hopefully be able to fix it. If they can’t fix it for you, they’ll need to raise a ticket to our IT team. There’s a few different reasons as to why one of the fuels can be missing from the app / online account:

Please contact Support, and let us know how you get on with this. Hopefully this can be resolved ASAP.

Morning ​@MandyHale and a warm welcome to the OVO Forum. I hope you’re doing well.

The most common cause of this issue that we’re seeing is customers having gas and electricity split over two separate accounts. In this instance, the accounts must be linked under the same email address. This means that, when you log in, you’ll be able to switch between the two accounts, and top up each. It’ll look like this:

Please contact our Support Team, who’ll be able to link your accounts together under the same email address and log in, if this is what the issue is. There’s a more unlikely chance that the issue could be because of this:

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.

Please contact Support, who’ll be able to see what the issue is, and fix it for you. If you could let us know how you get on we’d appreciate it.

Hello I did this and the lady said she has added it on for me and it would take a few hours to update, this was this morning and it’s now 10pm still nothing 

Hey ​@AndyB88 

I’m sorry to hear this.

We don’t have access to accounts here at the Forum so you’ll need to get in touch with the Support Team so they can get the electric linked and added on to the same account. Similar to the reply before this, the most common cause of this seems to be that the meters have previously been split over 2 accounts or that one is labelled incorrectly, the team will be able to resolve either of these and anything else it may be.

Do let us know how you get on.

Hey ​@Kitsterkit,

Welcome to the community! 

If our Support Team isn't able to fix the issue right away during your first call, they may need to submit a ticket to our back office team for some extra help. What did they share with you during the call? Did they let you know that a ticket was raised or offer some temporary solutions while they look into it?