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Updated on 29/11/24 by Emmanuelle_OVO:

 


 Check out our video tutorial series:
 

 

 

Pay As You Go - Your Topic Hub

 

See this list of topics and guides, all to do with OVO Pay As You Go. Click on the link to open the one you need!

 

Pay As You Go topic guides

 

Quick hints and tricks to see if you can get back on supply yourself! - Is my gas supply actually off? & Is my electricity supply actually off?

 

Click on the link for Pay As You Go Smart Meter off supply?

 

Pay As You Go Smart Meter with top up issues?

 

Need financial support or questions about your debt balance? Get advice here

 

Click here if you have Issues with your Pay As You Go Smart meter or In Home Display?

 

How to tell why there’s no electricity or gas in your home

 

Have you lost your top up key or card and need a new one?

 

Only have gas for heating? Here’s how to check the meter is working as it should

 

Not topped up for a while? Here’s some advice for traditional meters

 

Did you know your traditional top up electricity meter has a ‘fail safe’ mode?
 



How to re-enable your supply:
 

 



How to access emergency credit:
 



How to top up your meter:
 



Useful links:

 

OVO Help Pay As You Go

 

For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page. 

 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. 

 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple. 

 

 

How to get in contact 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.

 

 

Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.

 

There are also tons of helpful resources and information available on our OVO Help pages.  

 

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

Struggling with your energy bills? Our Customer Support Package might be helpful to you.

Great to have all this updated content to signpost to customers @Emmanuelle_OVO 

Hi all my traditional pay as I go meter key has failed,I have no supply,any suggestions?

 

Hi all my key has failed on my traditional yasu go meter ,and I have no supply is there any way to contact OVO or do they insist they they're equipment only fails during their office hours ?

Hi @Fraser68 ,

Sorry to hear about that! Please call 0330 175 9669 in the morning and someone will get your supply back on. There are no faster options at this hour I’m afraid.

Equipment failure is impossible to predict and - quite unfortunately - impossible to prevent. There’s no way to make it only fail during office hours. If it’s gonna fail, it will fail and more often than not at inconvenient times.

I’d definitely recommend upgrading to Smart Meters so that you don’t have to worry about broken keys in future.

Please see my response in 

We will continue the discussion there.

Thanks for the reply,but you would think with these facts in mind OVO would have a contingency to cover this scenario,here I am with a 7 year old child in the house with no heating electricity or hot water because OVOs equipment has failed,not reasonable at all 

It is something I can raise on the Forum backstage. If you need the power back on urgently, try calling 105.

However, that’s the problem with these keys I’m afraid - they get worn out pretty easily and there’s nothing OVO can do to prevent it.

Is this now resolved @Fraser68?

Hey @Fraser68,

 

I’m sorry to hear this it sounds like a very stressful situation

 

Did you call call 105? If it’s out of hours they should be able to get you back on supply. 

 

Pay As You Go emergencies Traditional Meter

 

Have a long-term health condition or disability?

 

If you or someone you live with could be at risk if you lose power, a Pay As You Go meter is probably not right for you. Please let us know about this when you first sign up and we'll help you choose another option.

 

If you're off supply~
 

As long as you had credit at the start, even emergency credit, you won’t lose power:

  • During the night – between 6pm and 9am, Monday to Saturday

  • Saturday from 4pm through until Monday morning at 9am

  • All day Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday

If your supply stops, first check that your meter is topped up, as that might be the issue. If you’ve run out of credit, you’ll need to add more. In an emergency, you can activate the emergency credit. 


How to activate emergency credit

  1. Put your card or key into the meter.

  2. You might need to remove the card or key and reinsert it again. 

For your gas meter, once you’ve put your card in, press the red A button to move through the menu. When you reach a screen saying Accept Emcr?, press B – you’ll then see EmCr Accepted.

 

Extra help with the Priority Services Register
 

You can sign up to our Priority Services Register (PSR) if you or anyone in your household needs practical support when it comes to your energy. This could be because of a medical reason, you’re pregnant, you have children under 5, you’re over 65, or you don’t read or speak English with confidence.
 

If you’re eligible, you can get extra help with things like free gas safety checks by a Gas Safe registered engineer, or notice of planned power cuts.

 

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