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

Still not showing unfortunately:( 

Same problem.showing gas account but not electric. Can't top up

Hey ​@K.Jackson 

I’ve sorry about this. I’ve sent you a private message again after speaking with the team about what might be causing this. 

Hey ​@Djay52 

Have you been in touch with the Support Team about this? There are a few things they can check and amend if needed if you’ve not already been in touch with them.

The following topic may also be helpful here if you’ve not already been in touch with them at all about this:

I’m having the same problem but it’s my gas it’s not showing up and I can’t put money on, just great apps broken already, so once my gas runs out I can’t get hot water ect, as I don’t have top up cards, iv tried already looking into this and sent mails ect, im gonna swap energy company and leaving OvO. Why change something that worked to a new app that lots of people have had many problems with that clearly doesn’t work, not a great business move to alienate and frustrate long term customers.

Hi, I have the same issue. Can you help?

same issue here - I have the Electricity but no Gas , logged with the support in the app a month ago and have had no resolution. 

Hi ​@Dr.Gunsmith, ​@DearDeanna and ​@Suzy50,

Sorry to hear that you’re experiencing these issues. 

To confirm - you’ll only be able to view your meters in the app if they are smart meters. If you have traditional meters then they do not link to us by a remote signal, so they wont be displayed for a PAYG customer, as they can’t be remotely topped up, and can only be topped up at a shop / post office via a key or card.

If you do have smart meters for electricity and gas, then there are a few different reasons as to why you might not be able to see one of the meters on your app / online account. As I’ve said in this thread:

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.

With scenario 2, it could be the case that one of your  meters is labelled on our side as ‘prepayment’, and the other is labelled as ‘smart’, and in this case they’d both need to be labelled as ‘prepayment’ to be displayed on the online account / app. Our Support Team can resolve this.

To add a third scenario here, it can also be the case that you may have electricity and gas split across two separate accounts under different email addresses, which means you won’t be able to see both under one login. If you have two accounts and two different account numbers like this, please ask our Support Team to link the accounts under one email address. This’ll mean you’ll be able to switch between the two accounts like this:

Lastly, if our Support Team haven’t been helpful, or haven’t resolved this when you’ve spoken to them, please contact in again and raise a complaint. 

The vast majority of customers have been able to use the new PAYG online account / app with no issues however, since the change to new experience, the scenarios listed above have caused issues for a few customers including yourselves. These issues are fixable, and can be resolved by our Support / Complaints teams.

I don’t have access to accounts on the Forum to fix this myself, so can only advise of what is causing the issue. By all means reference this Forum thread when you speak to Support if necessary

Please let us know how you get on when you speak to them - hopefully these issues can be resolved quickly for you all soon.

Please can someone help us. We are having the same issue in our house. It’s only showing gas and the top up app has closed

same thing is happening on my app, when the app updated its interface in june, it removed my electric. i’ve been using the browser payment portal but they removed it today or very recently. i need help, please. as i’m not the best with technology