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Penny1936
Rank 1
August 7, 2026
Question

On line balance not working

  • August 7, 2026
  • 2 replies
  • 56 views

Since Wednesday my online account and my ihd have been showing zero credit. I know both my gas and electricity accounts are in credit but online accounts are not showing this. I spoke to customer support on Thursday and was told that this would be resolved at midnight when the system updated. As of today, Friday the problem is persisting.

 Is anyone else experiencing the same?

2 replies

Chris_OVO
Community Manager
Chris_OVO
Community Manager
August 10, 2026

Hey ​@Penny1936,

 

I hope you're doing well! I haven't seen anyone else mentioning similar issues since you posted, has anything improved over the weekend, or is your balance still showing as zero credit? 

 

If you're still having trouble, it might be a good idea to reach out to our Support Team again. They’re always happy to help and can dive into the issue for you. Sometimes these outages resolve on their own, but other times we need to step in to get everything back on track.

 

We'd love to hear how things are going, so please keep us updated!

Renewable energy jokes never get old.
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Rank 1
Penny1936Author
Rank 1
August 11, 2026

The issue didnt get sorted so I contacted customer services yesterday and one of your colleagues, Angelica worked very hard to resolve this and as of Tuesday afternoon everything is now working fine.

It seems that somehow my Gas account got changed from PAYG to Pay monthly so all attempts to top the account with credit failed. Angelica found this and put it right. Its a shame that previous customer service agents didnt find this sooner as it has taken nearly a week to resolve.

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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