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

Hi @Ghunter100 ,

Try doing it via https://ovoenergypayments.paypoint.com .

If that still doesn’t work, contact OVO Support on 0330 175 9669.

Hi @Ghunter100, 

I am checking in to see if you managed to top-up your meter. @Blastoise186 has shared some handy information that could help.

You'll find more information in our top-up article that covers any issues you may face.

If you have a “traditional meter” with a top-up card and/or key then this following link is for you

Let us know how you got on. 

Can't top up on phone app 6am 11/10 just says error time out

I don’t know whether this is the reason, but did you notice the banner at the top of the web page?

The system is now back up following overnight maintenance.

Try it again now.

Sorry but OVO app is down for me too! Takes ages to load and then just errors saying it can’t log me in. Cleared cache and data and now can’t log in at all!

“Login Failure. There was a problem logging in. Please try again later”

PC/web is OK.

So just uninstalled and re-installed and it seems to work fine now.

Hey @Mark29 

Have you been able to get on an top up this morning? Let us know if you’re still having any trouble.

@BeePee Sorry to hear that, though I’m glad to hear you’ve got that sorted now.

Hi I’ve been trying to top my meter up for 2 days and it isn’t letting me threw the app as my card does not work at pay points 

It is a fact that your bank has declined these payments.

You need to check carefully as some banks have controls in your banking app that stop certain payments to business areas, such as

Gambling,

Fuel,

Phone Companies etc.

This is because of the amount of fraud on line that is at record levels.

I hope you get this sorted quickly As well as checking your bank contact customer services. They should be able to help you. I’m sure you’re not the first person this has happened to. 
Id be interested to hear how you resolve this. 
Chris. 

Hi ​@kayleigh c ,

If needed, you can withdraw cash at a cashpoint and use the barcodes in the OVO Top-Up app to get a top-up through via in-store PayPoint services at shops that support it - this should bypass any restrictions affecting making direct payments.

I would, however, suggest check that you didn’t accidentally set card restrictions that are too aggressive - this sounds like the root cause to me. Please ask your bank for further help fixing those.

​@kayleigh c welcome to the Forum, and sorry to hear of the issues you’ve been having.

​@Keith Farrington welcome to the Forum also, and thank you for your help, and thanks to ​@chrisablake and ​@Blastoise186 for your responses.

​@kayleigh c have you managed to get this resolved yet? You could also try topping up via the online portal, rather than the app. Here’s the link: https://ovoenergypayments.paypoint.com/Home/index

If you’re still having issues I’d recommend reaching out to our Pay As You Go support team - they’ll be able to get some credit on your meters that you can pay back to us. You could also discuss switching over to be a Pay Monthly customer if that’s something you’d like.

Hello, I recently moved into a place with a pay as you go smart meter, I got an OVO electricity card and I’ve been attempting to top it up both on the top up app and in person at a shop. Both ways have been denied despite me having money on my card and the details being correct. What do I do?

Contact Support:
  

  
[from Emergency contact information, scheduled PAYG outages, and methods for contacting OVO - (August 2025) | The OVO Forum]

Previous advice removed - I re-read the first post and see now that it’s a smart meter.
 

Hi ​@Bcormack 

Sorry to hear you’ve been having trouble topping up, though I’m glad to see Firedog did stop by with some helpful advice.

Have you been able to get sorted over the weekend?

If not I’d definitely recommend contacting the Support Team to help top up, they’ll also confirm that the top up card/codes you have are correct, as you may need a new one. 

The best way to get in touch with us is via webchat here. We’re here to help from 8am to 8pm Monday to Thursday, Friday 8am to 6pm & on Saturdays and Sundays, from 9am to 5pm. 

Or get in touch with the team via Phone on 0330 175 9669. Line opening hours are Monday to Friday, from 8am to 8pm and on Saturdays & Sundays, from 9am to 5pm.

I’ve linked below to some helpful topics:

Let us know how you get on.