Pay As You Go - Help and Support

You can call 0330 175 9669 or use the Live Chat at the link I gave you - it’s open today for PAYG customers.

Hey @Rickster, 

With smart meters, you typically top up through the OVO Pay as you go app, or you can do it at a local paypoint. You can find more information about this on our help centre under the payments and topping up section.

@Blastoise186 is right in saying that you don’t need a physical card and you can read about this here.

Let us know if this helps 🙂

I have £65 in my meter and I went to the shop to buy £100 more,the guy said the balance on my card was nowas £220,my meter won't let me put the money onto my existing balance still says £65???

Hi @Cokey321,

I’m sorry to hear this.

Do you have a smart or traditional meter?

It may be worth contacting the Pay As You Go Support team via chat here so they can look into this further for you. Just click the green chat icon on the bottom right of your screen. They’re available to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. You’d also be able to contact the team on 0330 175 9669 during the same hours.

Please let us know how you get on. 

I don't live at the property and cant see the amount remainng in the top up app so have no idea what the balance is and when it needs topping up. Am I missing something? Can others see their balance in the app?

What is the point of an app that doesn't give you your balance. Most annoying.

TIA for any advice and help.

Hi @JessicaM3000 ,

I think you’ll want to chat with the Support Team about that. Try 0330 175 9669 and they’ll take a look.

If you can’t go there regularly, PAYG might not be the best option though - you may want to consider Pay Monthly instead.

Hey @JessicaM3000 

Sorry to hear about this.

One of our volunteers has already left some really good advice here as you’ll need to get in touch with the Pay as you go Support Team who’ll be able to help here.

We’ve got a couple of other topics that may also be helpful for you:

• Pay As You Go Smart Meter - Top up issues Tutorial

Let us know how you get on.

I'm having trouble topping up online for gas and electricity.  I've just come from boost.  When I go to top up it asks for a 16 digit number that I haven't got.  Please help

Hi @Worby.claire ,

If you call OVO on 0330 175 9669 the Support Team there can give you those details.

Hope this helps.

Hi @Worby.claire,

It seems our forum volunteer has already given some great advice here.

These threads may also be helpful:

• Pay As You Go - Topic Hub & How to get in touch Hub

• Pay As You Go - Help and Support F.A.Q.

• Pay As You Go Smart Meter - Top up issues Tutorial

Hello, I recently topped up my meter on the 28th of November 2024 with £38.00, and there was already £18 on it; totaling £58.00. Today, the 30th, the balance has dropped to £23.00. I'm concerned that the billing may be incorrect. I live alone in a two-bedroom flat, using only the bedroom and occasionally the living room for a few hours daily. There's no heating in my kitchen or bathroom, and I don't understand the high consumption. My boiler is off, so there's no hot water except in the shower. The sinks in both the bathroom and kitchen lack hot water. I only use the storage heater in the hallway for a few hours at night, from around midnight to 3:30 am. Why then am I paying £15 per day? Could Ovo's charges be too high, or is there a way to rectify the cost of heating my flat?

Do you perhaps have a debit on your account, so you would be paying a bit back each time that you top-up?

Other than that:

My boiler is off, so there's no hot water except in the shower.

I only use the storage heater in the hallway for a few hours at night,

When you say “boiler” do you really mean an electric Imersion heater, or is there a gas boiler?

Electric showers, and electric storage heaters will use a lot of electricity.

Think about what else you are, or may be, using-

Presumably you are also cooking using electricity, boiling an electric kettle. and so on.

Are you doing the washing up in cold water, or are you boiling a kettle for it?

How are you keeping yourself warm during the day?

To see where you are using electricity and what you are using it for:
Do you have a smart meter set to half-hourly readings?
That can show you just when the electricity is being used and how much is used, either on your online account or on you In Home Display.

For example this is mine from yesterday, looking at it I can see what times I was using more electricity and so can work out what I had turned on at those times that was using it:

6:30-8:00 in the morning was an electric heater and a kettle.
10:00 was a kettle
12:30-13:00 was some cooking and a kettle
18:00-19:30 was the washing machine and cooking my tea.
The rest of the day was just my general ‘background’ use, the fridge, my computer, lights, etc.
(My heating and hot water is gas).

The other thing I’m wondering… Do you actually have a Smart Meter?

Please post photos of your current Meter(s)

I need discretionary credit 

Hi ​@Wesley ,

I’m really sorry but I can’t help you get that via the Forum - no-one here is allowed to access your account so we can’t action this one.

If you’d like to request Discretionary Credit/Additional Support Credit, please use Live Chat via https://ovoenergy.com/help or call 0330 175 9669.

Thanks

Hey ​@Wesley 

As one of our volunteers has already mentioned, we don’t have access to accounts on the Forum so we can’t action things like credit here. You’d be best contacting the team to arrange this and have them check if there’s anything else they can do to help.

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 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
• Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

• Pay As You Go - Help and Support F.A.Q.

There’s a really helpful article on our help page too that you may find useful.

I have had no power since 11.30 last night and my key meter shows a debt of £250??? After several calls to ovo since 9am this morning I finally got a code to put on my key to clear the debt as it was ovos fault it was there and not mine I topped up the key with the amount they gave me and now my meter has changed to over £900 debt and still no power...... I cannot speak to anyone until 9am tomorrow morning as unbelievably the emergency engineer debt shurlts at 5pm so by the time I eventually get to speak to someone I will have been 18 hours with no power at all... and still will not have a solution. But when I do eventually get this sorted I will be certainly changing my energy supplier. What a complete and utter shambles 

Hey ​@Emma Cuff 

I’m sorry to hear about the trouble you’ve been having. 

We don’t have access to accounts here at the Forum so you’ll have to get back in touch with the Support Team to look into this. If you’ve not done so already, please do get in touch with the team.

Let us know how you get on.

Had smart meters fitted today at 1 and it’s now 9pm and the top up app will not let me register my details, do I have to wait 24hr or something like that. 

Hi ​@Stephen richards ,

You probably just need to get the Personal Account Numbers generated. Get in touch with Support via https://ovoenergy.com/help and they can do that for you.

If you’re PAYG, you MUST use the OVO Top-Up app - not the regular OVO Energy one!

Hey ​@Stephen richards,

Did you manage to use the advice from ​@Blastoise186 and speak with our Support Team? Let us know if you get things sorted 😊