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Pay as you go - new app not updated for 4 days

  • May 20, 2026
  • 6 replies
  • 157 views
S
Rank 1

I’m pay as you go and usually check the app each day to manage my daily usage as with pay as you go there is no previous usage log so can’t monitor what you’ve been spending each day without actually noting it down

Usually it updates pretty much everyday for gas and electric but there is those odd days where one won’t update but usually the next day it’ll catch up with itself. 

However my gas hasn’t updated since 15/05 and it’s now the 20/05 my electric hasn’t updated since 18/05 either. 

This is the longest time I’ve ever seen it not update. Is there an issue going on with the app in general? 

Best answer by Chris_OVO

Updated on 05/06/26 by Ben_OVO

Hey ​@Sara123,

 

Welcome to the community! 

 

It’s unusual that your app isn’t updating. I’m guessing that the balance isn’t updating as you’re using or topping up energy. Here are a couple of things you can try before I escalate this to the team:

 

1. Try signing out of your account and then signing back in. This often helps refresh the connection and push through any pending data. 

 

2. Also, check the App Store or Google Play Store on your device for any updates. Sometimes, the app might stop working properly if the version on your device needs to be updated.

 

If you’ve given both of these a shot and the issue is still there, could you please send a screenshot of what you’re seeing? Just remember to blur out any account numbers or personal info before sharing. I’ll be happy to flag it to the team and get them to look into it.

 

If you have any questions, feel free to reach out. We look forward to hearing from you!

Chris_OVO wrote:

The team suggested to keep an eye on the account since they’ve manually requested readings from the meter. It might be an older model that has gone into sleep mode or hibernation, and it just needs a little nudge to wake up. We should know if it’s working again sometime this afternoon or overnight. If it’s still not sorted by Monday, I’ll check back in with them.

 

If your app is frozen and you’ve tried deleting it from your device and reinstalling it, please reach out to our Pay As You Go Support Team who’ll look into what’s causing the issue.

6 replies

Chris_OVO
Community Manager
Forum|alt.badge.img+4
  • Chris_OVO
  • Community Manager
  • Solved
  • May 21, 2026

Updated on 05/06/26 by Ben_OVO

Hey ​@Sara123,

 

Welcome to the community! 

 

It’s unusual that your app isn’t updating. I’m guessing that the balance isn’t updating as you’re using or topping up energy. Here are a couple of things you can try before I escalate this to the team:

 

1. Try signing out of your account and then signing back in. This often helps refresh the connection and push through any pending data. 

 

2. Also, check the App Store or Google Play Store on your device for any updates. Sometimes, the app might stop working properly if the version on your device needs to be updated.

 

If you’ve given both of these a shot and the issue is still there, could you please send a screenshot of what you’re seeing? Just remember to blur out any account numbers or personal info before sharing. I’ll be happy to flag it to the team and get them to look into it.

 

If you have any questions, feel free to reach out. We look forward to hearing from you!

Chris_OVO wrote:

The team suggested to keep an eye on the account since they’ve manually requested readings from the meter. It might be an older model that has gone into sleep mode or hibernation, and it just needs a little nudge to wake up. We should know if it’s working again sometime this afternoon or overnight. If it’s still not sorted by Monday, I’ll check back in with them.

 

If your app is frozen and you’ve tried deleting it from your device and reinstalling it, please reach out to our Pay As You Go Support Team who’ll look into what’s causing the issue.

Renewable energy jokes never get old.
M
Newcomer
  • Missrd
  • Newcomer
  • May 21, 2026

This is typical of OVO. I’ve had times where mine hasn’t updated for 3 months 

S
Rank 1
  • Sara123
  • Author
  • Rank 1
  • May 21, 2026

Hey ​@Sara123,

 

Welcome to the community! 

 

It’s unusual that your app isn’t updating. I’m guessing that the balance isn’t updating as you’re using or topping up energy. Here are a couple of things you can try before I escalate this to the team:

 

1. Try signing out of your account and then signing back in. This often helps refresh the connection and push through any pending data. 

 

2. Also, check the App Store or Google Play Store on your device for any updates. Sometimes, the app might stop working properly if the version on your device needs to be updated.

 

If you’ve given both of these a shot and the issue is still there, could you please send a screenshot of what you’re seeing? Just remember to blur out any account numbers or personal info before sharing. I’ll be happy to flag it to the team and get them to look into it.

 

If you have any questions, feel free to reach out. We look forward to hearing from you!



Hi Chris, 

I’ve already logged out, deleted the app and re downloaded.  My electric has updated today but still it’s not updated the gas. I’ve not topped up for nearly a month because I’ve got quite a bit of credit accumulated from a regular direct debit so have been using that up. There is no error or anything just the dashboard showing it’s last been updated 15/05 

 

 

Chris_OVO
Community Manager
Forum|alt.badge.img+4
  • Chris_OVO
  • Community Manager
  • May 22, 2026

Hey ​@Sara123,

 

I’ll check in with the team to find out why your gas isn't updating overnight like it should. I appreciate your patience, and I’ll keep you posted!

Renewable energy jokes never get old.
Chris_OVO
Community Manager
Forum|alt.badge.img+4
  • Chris_OVO
  • Community Manager
  • May 22, 2026

Hey ​@Sara123,

 

The team suggested that I keep an eye on the account since they’ve manually requested readings from the meter. It might be an older model that has gone into sleep mode or hibernation, and it just needs a little nudge to wake up. We should know if it’s working again sometime this afternoon or overnight. If it’s still not sorted by Monday, I’ll check back in with them.

Renewable energy jokes never get old.
M
Newcomer
  • Missrd
  • Newcomer
  • June 5, 2026

I tried all of the recommendations and it still doesn’t update. 

Terms & ConditionsAccessibility statement

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