Please contact OVO Support directly about this on 0330 175 9669 or Live Chat via https://ovoenergy.com/help .

You might want to consider switching over to Pay Monthly to avoid this problem in future.

Did your money come back in? 
same thing happened to me , says declined to both payments on app but it’s still pending on my bank and I paid on Thursday. 
 

want to know what’s going to happen with my money! 

If the transaction failed, it’s refunded automatically. Banks just tend to be pretty slow about it. You WILL get your money back, but OVO cannot speed it up - you’ll just have to wait for the transaction to drop out of pending and release the funds.

Hey @Twinkle21,

Has the payment been refunded?

Over the weekend, at one point, the paypoint top up system was down for scheduled maintenance, so this issue may have affected some customers. 

This tutorial may be helpful to you:

I still haven’t been refunded and that doesn’t help as for one I don’t have a receipt it just says declined then when I click on it it says there’s been an error etc. 

it’s very frustrating as I have money just sat in my bank pending and ovo say they can’t help and the bank say you have to wait for the payment to be cleared or you as the supplier to cancel the payment but ovo can’t. 

I top up my gas and electricity each with £30 today and was declined, but my money was take from my bank account. What happened?

Hey @Ludmila,

I’m sorry to hear this,

If the payment has failed it will be returned to your bank. The following topics may help:

If you’re still having top up issues I'd advise getting in touch with the support team. 

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 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
• Or call us on 0330 175 9669 during the same times.

Anyone ever topped up both gas and electric on pay as you go smart meter app, declined payment but still took money out of your bank? Bit annoyed as i put £50 on each.

Hi @ShellyF ,

If you got a top-up failure in the app, you WILL be refunded in full immediately. However, it can take up to five working days for the bank to catch up and release the hold on the funds. Blame the banks for being slow!

Oh on brill thanks for the reply