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Pay As You Go Smart Meter - Top up issues

Pay As You Go Smart Meter - Top up issues
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67 replies

  • Carbon Cutter**
  • 8 replies
  • March 3, 2025

Yeah  maybe,I have spoken to webchat and done afresh install of the app.Lest my in home display is working and showing the correct balance
Technology is like Marmite you like it or hate it,ha,ha
 


Abby_OVO
Community Manager
  • Community Manager
  • 1050 replies
  • March 3, 2025

Hey ​@dave66 

 

Sorry to hear about the issues you’ve been having. Has everything sorted itself back out in the app now?

 

There were a couple of Paypoint-controlled outages over the weekend so it may have been due to these? You can view all planned outages for March on our topic below:

 

 

The pay as you go app is run by Paypoint who control their own maintenance of the app. 

 

Keep us updated with how you get on.


  • Carbon Cutter**
  • 8 replies
  • March 3, 2025

Hi Abby
My app  balance has not changed since 26th Feb,  ,I have topped up recently,the home display is correct
 I had spoken on the webchat today,they confirmed the correct amount

And deleted and re-installed the top up app on my Samsung Galaxy A55 phone, again no change


  • New Member***
  • 1 reply
  • March 3, 2025

App hasn't updated since the 26th of February PAYG gas and electric.IHD is showing correct balance just the app not working 


Blastoise186
Plan Zero Hero
Forum|alt.badge.img+1
  • Plan Zero Hero
  • 7955 replies
  • March 3, 2025

Hi ​@Gordybiy ,

This is a known Paypoint issue. It should be fixed in the next few days from what I’ve heard.


  • New Member*
  • 1 reply
  • March 3, 2025

smart meter says no gas credits but topped up. elec has stayed on same price. meter gone wrong.


  • Carbon Cutter**
  • 8 replies
  • March 4, 2025

 Hi Abby

No change from my last post,I have deleted the cache see if that helps,but still the same
Dont want to delete the data

I guess its a  app bug or something. The app has been working fine up till the 26th February,just gone.     I will keep an eye on it.

Glad I can still top up via app though.I did think of contacting  Paypoint too not, sure if  that will help

Th


Abby_OVO
Community Manager
  • Community Manager
  • 1050 replies
  • March 4, 2025

Hey ​@dave66 

 

Sorry to hear you’re still having issues.

 

I’ve checked in with the team who have a few questions, if you’d be able to answer these we should be able to help steer you in the right direction for support.

 

Does the issue persist in the browser(website) and the app? What device, OS version and browser are you using? Are there any specific error messages? NOTE: Please include a screenshot if there are any error messages.

 

Hopefully we can get this sorted for you soon, but I know you’re not alone in this as we do have a similar thread that I’ve linked to below:

 

https://forum.ovoenergy.com/my-pay-as-you-go-account-159/ovo-app-hasn-t-updated-for-a-week-now-payg-gas-and-electricity-19264

 

Keep us updated if there are any changes.


Abby_OVO
Community Manager
  • Community Manager
  • 1050 replies
  • March 4, 2025

Hey ​@Gordybiy 

 

Sorry to hear about this

 

I’ve checked in with the team who have a few questions, if you’d be able to answer these we should be able to help steer you in the right direction for support.

 

Does the issue persist in the browser(website) and the app? What device, OS version and browser are you using? Are there any specific error messages? NOTE: Please include a screenshot if there are any error messages.

 

We have a similar topic at the moment which I’ve linked to below, hopefully the issue is resolved for you soon:

 

https://forum.ovoenergy.com/my-pay-as-you-go-account-159/ovo-top-up-app-not-showing-correct-balance-19263

 

Let us know if anything changes.


Chris_OVO
Community Moderator
Forum|alt.badge.img
  • Community Moderator
  • 725 replies
  • March 4, 2025

Hey ​@Lissmann,

 

Photos of your setup and the issues you're experiencing would be helpful. They'd give us a clearer picture of your situation.

 

If your supply runs out, you can find contact information for our support team in the articles below

 

Keep us updated on your progress!


  • Carbon Cutter**
  • 8 replies
  • March 4, 2025

Hello
I am using  a  Samsung Galaxy A55 on Android,the app version is 1.9.0
And have had several messages via Facebook and understand there are other customers with he same issue
The tech team are looking into wether this is a company wide issue

I have just got in from work,the app is still showing no change. 


Blastoise186
Plan Zero Hero
Forum|alt.badge.img+1
  • Plan Zero Hero
  • 7955 replies
  • March 4, 2025

Thanks for that! Can you also head into your phone Settings > Security and Privacy > Updates > Security Update and also Settings > Security and Privacy > Updates > Google Play System Updates too. Make sure these are both fully up-to-date as the app relies on that. :)

You may need to run both a few times to fully catch up. Once you’ve confirmed those are good, the Forum Moderators should be able to send your answers back to the team.


  • Carbon Cutter**
  • 8 replies
  • March 5, 2025

Hello
I have checked and updated Google Play system tonight, the security update is up to date too February latest one
I have the OVO top up app now showing a balance at 3/3/25,will check again later on

 


 


Blastoise186
Plan Zero Hero
Forum|alt.badge.img+1
  • Plan Zero Hero
  • 7955 replies
  • March 6, 2025

Thank you!

I’ll let ​@Abby_OVO know. :)


  • Carbon Cutter**
  • 8 replies
  • March 6, 2025

Hello
Just checked my app is showing a balance from yesterday 5/3/25 at 4.11am

,so it looks the issue has been fixed. I will check  tomorrow see what the app reads


Emmanuelle_OVO
Community Manager
  • Author
  • Community Manager
  • 2562 replies
  • March 7, 2025

Brilliant news thanks for updating us ​@dave66 😊


  • Carbon Cutter**
  • 8 replies
  • March 7, 2025
Emmanuelle_OVO wrote:

Brilliant news thanks for updating us ​@dave66 😊

yeah looks like  the app issue has been fixed,I checked today, the balance was showing correctly at 4.13am😀

Thank you for keeping in touch much appreciated


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