Skip to main content
S
Rank 2
stevegti6
Rank 2
September 17, 2023
Solved

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

  • September 17, 2023
  • 57 replies
  • 15751 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

Show previous replies
G
Newcomer
garysimpson
Newcomer
November 14, 2023

I called and heard a message from OVO they are aware of issues topping up Aclara meters this weekend just gone (I am in Sunderland NE) 

 

Has the issue been resolved yet? I am running low on EC but giving it time to see if my top up will appear on my meter soon.

 

Any one know when they will be fixed?

 

Thanks and Shalom, Gavri’el :)

I
Newcomer
Iris71
Newcomer
November 14, 2023

I phoned today and spoke with Nicolene and I think I'm sorted - and I was able to top up both accounts so I am extremely grateful for her knowledge and experience. So grateful for her help.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    November 15, 2023

    Brilliant, I’m so glad to hear! 

    Renewable Energy? Big Fan.
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    November 15, 2023

    Hey @garysimpson 

     

    Sorry to hear about the top up issues you’re having.

     

    We don’t have account access here at the Forum, and as this is a very account specific issue, you’ll be best to get in touch with the Support Team for some help with this one.

     

    They’ll make sure they sort this issue for you.

    Currently Playing: She's Electric
      G
      Rank 1
      Ghunter100
      Rank 1
      April 14, 2024

      Why is it so hard to top up your electricity meter with ovo there apps don't work bar codes don't work I'm having problem after problem just trying to top up my meter 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      April 15, 2024

      Hi @Ghunter100 ,

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

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

      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!
        Chris_OVO
        Community Manager
        Chris_OVO
        Community Manager
        April 16, 2024

        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. 

        Renewable energy jokes never get old.
        M
        Newcomer
        Mark29
        Newcomer
        October 11, 2024

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

        Firedog
        Super User
        FiredogSuper User
        Super User
        October 11, 2024

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

         

        Noel | I have no official status; I'm just a volunteer who comes here to help other customers. My gear: Aclara SGM 1416-B Electricity-only E7 meter; Chameleon IHD3-PPMID-AAA | It may look as if I know what I’m talking about, but don’t let that fool you. |
          Blastoise186
          Super User
          Blastoise186Super User
          Super User
          October 11, 2024

          The system is now back up following overnight maintenance.

          Try it again 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!
            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