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Rank 2
stevegti6
Rank 2
September 17, 2023
Solved

Top Up isn't working online - what can I do?

  • September 17, 2023
  • 57 replies
  • 15610 views

Can anyone help I topped up my smart/not so smart electric meter on Saturday with £10 just before it was due to run out. Well I’m

now running on friendly credit the £10 has been taking out of my bank I’ve tried entering the UTRN code but it says its already been used. This isn’t the first time this has happened to me and I usually keep putting extra money on. I’m so fed up with this I keep having to go outside to look at my balance as my indoor display never works. I’m fed up with OVO I never had a single issue with my previous supplier.

Best answer by Abby_OVO

Updated on 23/04/26 by Abby_OVO

 

Hi @stevegti6 

 

I’m sorry to hear about this, I’d recommend getting in touch with the team so they can help get this sorted.

 

How to get in contact about my OVO Pay As You Go account

 

 

I’ve also linked to some helpful topics that may be of use to you, including our video tutorial series for pay as you go smart meters:

 

57 replies

Abby_OVO
Community Manager
Abby_OVOSolved
Community Manager
September 18, 2023

Updated on 23/04/26 by Abby_OVO

 

Hi @stevegti6 

 

I’m sorry to hear about this, I’d recommend getting in touch with the team so they can help get this sorted.

 

How to get in contact about my OVO Pay As You Go account

 

 

I’ve also linked to some helpful topics that may be of use to you, including our video tutorial series for pay as you go smart meters:

 

Currently Playing: She's Electric
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
September 19, 2023

Hey @stevegti6,

 

Any updates on this?

Renewable Energy? Big Fan.
N
Newcomer
Nicolae79
Newcomer
September 19, 2023

The app is down to top up and I have 82p credit 

won’t let me activate my emergency

will my electric go? 

Blastoise186
Super User
Blastoise186Super User
Super User
September 19, 2023

Not at this hour - Friendly Credit would activate instead.

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!
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    September 20, 2023

    Hey @Nicolae79 

     

    Sorry to hear you were having issues topping up last night.

     

    Have you been able to top up this morning? If not you can also contact the Support Team for help in doing so, here’s how you can get in touch with the team:

    • 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.
    Currently Playing: She's Electric
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    September 20, 2023

    Looks like the Top-Up Portal has also come back online. It should be working now.

    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
    September 21, 2023

    Hey @Nicolae79,

     

    Is this all sorted now?

     

    We have a helpful new FAQ on the ‘friendly credit’ Blastoise was referring to: 

     

     

    You didn’t specify whether you had a smart meter or traditional but the following topics may be helpful if you have any issues in future:

     

     

    Renewable Energy? Big Fan.
    I
    Newcomer
    Ioana
    Newcomer
    October 1, 2023

    Hi I tray to top up my electricity  online but it not work what ca-n I do

    R
    Rank 3
    richard c
    Rank 3
    October 1, 2023

    Your only hope is to keep ringing (may have to wait till Monday). Put in a complaint too. If your meter runs out there should be an emergency £15 you can turn on to see you to Monday. I’ve been trying to get mine fixed since Thursday. Hope yours gets fix soon.  

    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    October 2, 2023

    Hey @Ioana 

     

    Sorry to hear you were having trouble topping up over the weekend. 

     

    Have you been able to top up now?

     

    All contact channels are open now so if you’ve still been unable to top up, you can contact the Support Team who’ll be able to help.

    Currently Playing: She's Electric
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