Smart Meter Top-Up - Payment failed?!

Hi @ShellyF,

It looks like @Blastoise186 has this one covered! 

I wanted to share an additional topic on our help centre which would help you. Following this link will show you all the different ways of topping up in case this happens again, and you need access to top up.

Hi

I went to top up this morning with the online top up app but it's declined payment twice and when I went and checked my online banking it gas taken one payment of £20. It's in the pending list, will it go through if so when will I get a refund? 

Many Thanks 

Lorraine Stephens

It'll either drop from Pending and get cancelled, or you'll be automatically refunded later, usually within 7 days. 

Hey @Lorraine48 

Sorry to hear about this, but I’m glad to see Blastoise186 has stopped by to help out already.

Did you manage to get this sorted? Let us know if you’re still having any trouble.

Last Friday I did an electricity topup before a short break. I got back to find it hasn't been applied. I have had an email receiptand the cash went out straight away. About to go on emergency credit. The app displayed a message saying this is a known problem and Ovo are trying to fix it, but no timescale or real information.

 The chatbot was useless (aren't they all?) and I got cut off before I could reach a human. I've emailed but response says it could be 48 hours or more to get a reply.

Is there any official information on this…  with all the supermarket hacks I'm worried this is one and my supply could run out.

Hi ​@NeilWyatt ,

There’ll be a UTRN Code on the receipt - please punch that into the Meter or IHD to redeem the credit for now. It’ll go on immediately after being accepted.

This is not a cybersecurity incident - sometimes the meter comms just drop for a while. In this case however, I don’t believe it’s a hack - it’s likely something just broke with PayPoint… Again...

Hi… sorry but how do I do this? No one explained hiw when I got the meters.

This is the message below.

Thanks.

Please show me photos of your meter and/or IHD. I will provide the guide you need

Hi ​@NeilWyatt ,

There’ll be a UTRN Code on the receipt - please punch that into the Meter or IHD to redeem the credit for now. It’ll go on immediately after being accepted.

This is not a cybersecurity incident - sometimes the meter comms just drop for a while. In this case however, I don’t believe it’s a hack - it’s likely something just broke with PayPoint… Again...

 

Hi… sorry but how do I do this? No one explained hiw when I got the meters.

This is the message below.

Thanks.

 

 

Ok I have managed to apply it on the display. The meter system is a nightmare, especially as I have to kneel down with my head in a cupboard… Thanks.

I see. You can simply use the display to apply the codes in future if needed - no need to bend down and bury yourself in the cupboard.

Hopefully your credit has been applied?