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GillyHHall
Rank 1
August 15, 2026
Question

My Pay as You Go account

  • August 15, 2026
  • 3 replies
  • 94 views

I’m no longer able to use the Top Up App and, as advised, have downloaded the new App.  This only shows my Gas A/C which I pay by direct debit.  There doesn’t seem to be anywhere to add my electricity account so now I’m not able to top up my electricity.  I did use the online chat and was advised that I could just continue to use the existing top up app, which is obviously no longer active!

3 replies

Ben_OVO
Community Manager
Ben_OVO
Community Manager
August 17, 2026

Welcome to the OVO Forum ​@GillyHHall and thanks for your post. If you check the thread below you’ll see I’ve listed a few different scenarios as to why this issue can happen. Please contact our Support Team, who’ll be able to fix this for you, and please do know how you get on.

 

 

To confirm, Support are far more aware of these issues now and how to fix them, so you should have more luck than last time you contacted.

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    GillyHHallAuthor
    Rank 1
    August 18, 2026

    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?  

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    August 19, 2026

    Morning ​@GillyHHall,

     

    Please can you follow these steps:

     

    • Visit https://my.ovoenergy.com/login
    • Click ‘set up account’
    • Enter your email address when prompted
    • You’ll be sent an email containing a link from which to set a new password
    • Once you’ve set a new password you should have access to the online account
    • You’ll then be able to log into the app with the same email address and password

     

    Please let me know how this goes. If you’re unable to log in following these steps please let me know which error messages you’re seeing on the screen.

     

    Once you’re logged in, this guide will give you more info as to how it all works with the new account setup:

     

     

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    OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

    OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

    OVO (S) Gas Limited is part of OVO Group Ltd