Hey @JC_ 

Would you be able to share a screenshot or 2 of what you can see on the app? That may help us point you in the right direction.

Is the app also up to date? It’s sometimes possible that there’s been a software update so it may be worth checking for any just in case.

Hello,

I have a Pay as You go smart meter and I can’t see my balance on the OVO top up app, I can only see it on the meter itself. Please help 

Hi @wiktoria12294 ,

That’s kinda intentional. Only the meter itself and the IHD shows the real-time balance - OVO only receives a nightly snapshot so the app shouldn’t be relied on as your primary balance checker.

How do I get my mother’s balance on the top up app ? She’s coming down to wales for Xmas and will be topping up via the app , any help is appreciated.

Hey ​@Graeme53 !

As long as it’s a Smart Meter, you just need the Personal Account Number (AKA the Pay As You Go Card Number) which OVO Support can provide via https://ovoenergy.com/help . You can do Guest Mode top-ups for basically anyone you want via https://ovoenergypayments.paypoint.com without needing a login - simply hit the Pay By Card button directly on the homepage and follow the steps. This will “Gift” the Top-Up to whoever’s PAN you enter into the form, so please make 100% sure you have the exact details 100% correct otherwise you might send it flying off to someone else’s meter!

You can also register an account via that system and feed the PAN into that. Doing it this way allows you to use the App and get the daily PAYG credit balance snapshots - these are NOT available via Guest Mode for privacy reasons - and also means you don’t need to keep punching in the PAN every time.

Hey ​@Graeme53 

Welcome to the Forum

I’m glad to see one of our volunteers Blastoise186 has already stopped by with some really helpful advice.

Have you been able to sort this out now with the help of their advice?

Let us know if you’re still having any trouble.