new app hasnt added my payment

Good morning ​@charlene.m and a warm welcome to the OVO Forum.

I’m sorry to hear what’s happened here. Please could you try deleting the app from your device, and then re-downloading it. let me know whether this works.

If you can log in, but the app / meter is still not displaying your payment, please contact our Support Team. If you send them the proof of payment, they’ll be able to get the credit added on to your smart meter. Please keep us updated as to how you get on. I’m also going to ask a colleague in the PAYG team whether they have anything further to suggest, and will let you know if so.

Hi again ​@charlene.m - I’ve sent you a private message  get back to me when you can. Cheers 😁.

Afternoon ​@charlene.m,

I’ve heard back from the team, and they’ve confirmed that only one of the two payments was taken, and this payment was actually applied to your meter. Please could you check the meter to see if you can see the payment is included now?

I have check the only payment showing is the £5 I topped up on the 25th with the old app both payment from 24th haven’t been applied 

Thanks for confirming ​@charlene.m, they’ve confirmed that the top up for the gas on the 24th went through and is on the meter balance, but the electric top up didn’t go through, and this will have been returned to your bank. You should see the money back in your bank very soon, and hopefully the meter balance will have updated now on your side.

Please check your bank account to see if the money for the other top up was taken. If so, it should be automatically refunded by the end of the week. If you don’t receive it, please reach out to our Support Team so they can look into this, and get it refunded for you. 

Please keep us updated as to how you get on, and let us know if you have any further questions.