Here’s how to rule out a meter fault before you need to use your gas this winter

First off, press the red A button, the screen should then light up, show your credit balance and say “ON”. If it says anything else contact please contact the Support Team: 

How to get in touch about my OVO Pay As You Go account

• The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
• Or call us on 0330 175 9669 during the same times.

Some of the most common issues and error messages:

• If you have a gas quantum meter and it’s showing “B1” or “B3”, this means the battery is running low. You’ll need to contact the Support Team to book an appointment to change the battery. Please don’t wait to change the battery, or your meter might stop turning on, and you’ll go off supply.

• If the meter says, “Call help”, this means you have a faulty meter. It won’t accept further top ups and you may go off supply when your credit runs out. If this is the case please reach out to the Support Team. 

• When the meter has credit but says ‘OFF’ on the balance screen (see below for the re-enabling process)

Re-enabling your meter after you’ve gone off supply

Firstly, if the meter is outdoors please check your meter box is water tight and in good condition. If water gets in the meter this can stop you from being able to add credit. Also, we may not be able to repair or replace the gas meter until the outer box is fixed. This is because the meter box is the property owners responsibility. You can buy a new meter box at most hardware stores.

There is more on this topic here:

Check your top up card is working by inserting your card into the meter. The meter screen should turn on and say “please wait” followed by “£0” on the card (if there’s no credit on the card). If the meter doesn’t turn on this could mean the chip on your card is either dirty or worn. First please wipe the card with a clean damp cloth and dry it, then try again. If it still doesn’t work, reach out to the Support Team for a new card. 

What about traditional electricity meter error codes?

Insert your key into the meter. You should get a message saying “token accepted”, if this doesn't happen please reach out to the Support Team to get a new key. 

For more electricity meter error codes please check out this helpful article on our OVO Help section of the website. 

What support does OVO have available to support customers this winter?

If you or anyone in your household is vulnerable, or just needs a little extra help, our Priority Services Register is a free support service you might find useful.

If you’re not sure Pay As You Go is right for you, and are interested in switching to pay monthly you can contact the Pay As You Go Support Team.