Skip to main content
Best answer by Blastoise186

Updated on 21/07/26 by Abby_OVO

 

If the transaction failed, you’ll be refunded automatically by one of two ways:

  1. The authorisation will drop and simply release the funds back to your available bank/card balance - should this happen, the transaction will completely disappear from your statements as if it never happened
  2. You’ll get an automatic refund after a few days

Ultimately, you won’t be charged if the transaction failed completely.

 

The following topics may also be helpful here:

 

32 replies

Blastoise186
Super User
Blastoise186Super User
Super User
April 9, 2023

Hi @Mrs-KO ,

If you have Smart Meters, you can use the UTRN Code to manually punch in the top-up even if there’s no connection. It’s on the receipt!

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
M
Rank 1
Mrs-KOAuthor
Rank 1
April 9, 2023

Hey! 
I’ve not been sent a vend code! App says transaction unsuccessful! However multiple payments have been taken! 

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
April 10, 2023

Updated on 21/07/26 by Abby_OVO

 

If the transaction failed, you’ll be refunded automatically by one of two ways:

  1. The authorisation will drop and simply release the funds back to your available bank/card balance - should this happen, the transaction will completely disappear from your statements as if it never happened
  2. You’ll get an automatic refund after a few days

Ultimately, you won’t be charged if the transaction failed completely.

 

The following topics may also be helpful here:

 

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    April 11, 2023

    Hey @Mrs-KO,

     

    Sorry for the issues you’ve had,

     

    You should be able to find your top up number on the App. An OVO payg top up number will start with 9826 and have 19 digits.

    Renewable Energy? Big Fan.
    T
    Newcomer
    Tillybug
    Newcomer
    April 16, 2023

    Is there a contact number for ANYONE today please,, had no gas since Friday and can’t top up still cos of the switch I have 4 children one of whom NEEDS to clean him self !!!! It’s now 5:30 pm and still no heating or water !!! 
       

    juliamc
    Rank 20
    juliamc
    Rank 20
    April 16, 2023

    It may be too late now but this is on another thread:

    Weekend contact is not good but they do have their social media channels (if you use those) and they do tend to be answered at the weekend. You’ll need to direct message of course

    Twitter  -  https://twitter.com/OVOEnergy

    Facebook  -  https://www.facebook.com/ovoenergy

    E
    Newcomer
    emmafoster371
    Newcomer
    May 4, 2023

    I'm having exactly the same issue. I've had an engineer out and I still don't have gas.  I've got a new meter and finally shows the 74p of emergency credit I have left. But it will not accept any payments. I've spent about £90 just trying to top up.  Money has come out of my account but no flipping gas.  What is the answer. This switch has been a nightmare 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    May 5, 2023

    Hey @emmafoster371,

     

    Really sorry to hear this, 

     

    Please contact our Pay As You Go Support Team on 0330 175 9669 they are open 9am to 5pm Monday to Friday and 8am to 2pm on Saturday. If you are off supply they should be able to arrange another emergency appointment. 

     

    Hope this helps. 

    Renewable Energy? Big Fan.
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 1, 2023

    The duplicate transactions will drop automatically. Ignore them

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      J
      Newcomer
      Jackhunt
      Newcomer
      September 20, 2023

      Hi, since Saturday I have been trying to top up my gas smart meter, unfortunately without success, at the end of the transaction process a failure message is displayed.
      Yesterday there was a message about website maintenance, but today it is gone and another top-up attempt failed.

      Show more replies
      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