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stecamp35
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July 23, 2026
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Rented property with a Zero Vend Issue on my gas meter

  • July 23, 2026
  • 4 replies
  • 84 views

Hello. Recently moved into a rented property with £47 of Emergency credit on the gas meter. Was given guidance by Ovo over the phone to take my gas card to a paypoint for a Zero Vend. Had no idea what to do after that as it wasn’t explained. Since then i have bought gas via the card and topped up only for the Emergency credit to now show £ 41.  No idea what is going on or where I’ve gone wrong??

 

Any help greatly received! :) 

 

Thanks 

 

Ste

Best answer by Ben_OVO

Morning ​@stecamp35 and welcome to the OVO Forum community,

 

To confirm, I don’t have access to your account over the Forum, however it sounds to me as if you may not have been sent a new card since moving in?

 

The correct process here, would be for us to post you a new card, which you’d put into the meter, and this would reset everything, and clear any debt on the meter. If this hasn’t been done, please log a complaint with OVO and request the new card. It can either be posted to you, or another option is that a seven digit code called an ‘RTI’ is given to you, and you’ll take this code to a paypoint. The shopkeeper then keys this code into the machine with a new card, and this programmes that new card to clear the debt on the meter.

 

Again, I don’t have access to your account, so can only speculate, but these traditional PAYG gas card issues can be quite complex at times. 

 

Lastly, I’d highly recommend getting smart meters installed, as this’ll mean you’ll be able to top up via  an app, and won’t have to worry about cards and paypoints etc. You can find out more info in our Forum Library section here.

 

Please keep us updated as to how you get on.

4 replies

Nukecad
Super User
NukecadSuper User
Super User
July 23, 2026

To start:

Is this a card that the previous tenant left? 

When moving into a new property you need to set up your own new account.

See this article

Did you put money on the card? If so then that is not a zero vend transaction and all you appear to have done is paid off some of the previous debt.

(Presumably the property was unoccupied for a while and so the debt on the meter will probably be mainly standing charges that have built up during that period; the landlord should be responsible for those standing charges during any void until your tenancy agreement started).

A zero vend is where the shopkeeper just updates the card with new details - without any money being put on it. (Apparently though some shopkeepers struggle and/or don't know how to do that).

You then put the updated card into the meter to clear off the previous debt. Once the previous debt has gone then you can go back to the shop and put money on.

From the Google AI:

Prepayment Energy Meters
  • What it is: A zero-cost system update or card read processed at a local shop terminal (like a PayPoint or Post Office) using a specific code or instruction from your energy supplier. [1, 2]
  • Why it is used: To clear debt flags, download tariff changes, transfer emergency credit updates, or sync a new fuel card/meter when switching suppliers. [1, 2, 3]
  • How to do it: Take your payment card/key to a local retail outlet counter, tell the clerk you need a manual system update or zero-value transaction/message pickup, and then insert the updated card back into your home meter.
I said, Hey - Watts going on.
    Ben_OVO
    Community Manager
    Ben_OVOSolved
    Community Manager
    July 24, 2026

    Morning ​@stecamp35 and welcome to the OVO Forum community,

     

    To confirm, I don’t have access to your account over the Forum, however it sounds to me as if you may not have been sent a new card since moving in?

     

    The correct process here, would be for us to post you a new card, which you’d put into the meter, and this would reset everything, and clear any debt on the meter. If this hasn’t been done, please log a complaint with OVO and request the new card. It can either be posted to you, or another option is that a seven digit code called an ‘RTI’ is given to you, and you’ll take this code to a paypoint. The shopkeeper then keys this code into the machine with a new card, and this programmes that new card to clear the debt on the meter.

     

    Again, I don’t have access to your account, so can only speculate, but these traditional PAYG gas card issues can be quite complex at times. 

     

    Lastly, I’d highly recommend getting smart meters installed, as this’ll mean you’ll be able to top up via  an app, and won’t have to worry about cards and paypoints etc. You can find out more info in our Forum Library section here.

     

    Please keep us updated as to how you get on.

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      stecamp35Author
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      July 24, 2026

      Thank you!! Sorry for the late reply but I'll get on the phone right now with this info 🙂 

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        July 27, 2026

        Morning ​@stecamp35, I hope you had a good weekend.

         

        Did you manage to get this sorted in the end before the weekend? 

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        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