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Rank 1
Monkeylife
Rank 1
May 14, 2026
Question

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

  • May 14, 2026
  • 39 replies
  • 1271 views

I was asked today to dl the new top app by ovo to manage my account and top up but when I logged in to my account only my gas account is on there no sign of my electric so I can't top up my electric does anyone know a fix for this problem. 

 

 

    39 replies

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    Nukecad
    Super User
    NukecadSuper User
    Super User
    August 14, 2026

    It has been suggested elsewhere that if you still have the old app on your device then the old and new can  clash with each other, and removing the old one then lets the new one work properly.

    If it's still not working a few hours after removing the old one then it's time to contact support.

    See the green bar at the top of any forum page for the PAYG contact details.

    I said, Hey - Watts going on.
      M
      Newcomer
      MandyHale
      Newcomer
      August 20, 2026

      Hi, I am able to view my gas but unable to view my electric. So cannot top up since the top up app has stopped. 

      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      August 21, 2026

      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.

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