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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
  • 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

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B
Super User
BeePeeSuper User
Super User
October 11, 2024

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.

Annually: Petrol 1315l to 442l, Electricity 3779 kWh to 2465 kWh, Gas 17,853 kWh to 9128 kWh. 20 years of monitoring and tweaking.
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    October 11, 2024

    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.

    Currently Playing: She's Electric
    K
    Newcomer
    kayleigh c
    Newcomer
    June 21, 2025

    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 

    K
    Newcomer
    Keith Farrington
    Newcomer
    June 21, 2025

    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.

    C
    Rank 6
    chrisablake
    Rank 6
    June 21, 2025

    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. 

    Wibbly Wobbly Hypermobile - EDS’er
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    June 22, 2025

    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.

    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!
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    June 23, 2025

    ​@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.

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      B
      Newcomer
      Bcormack
      Newcomer
      August 15, 2025

      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?

      Firedog
      Super User
      FiredogSuper User
      Super User
      August 16, 2025

      Contact Support:
        

      Here are our opening hours and contact options below: 

      • Phone: 0330 175 9669

      Our opening hours are Monday to Friday, from 8am to 8pm

      & on Saturdays and Sundays, from 9am to 5pm.

      Our opening hours are Monday to Thursday, from 8am to 8pm, Friday 8am to 6pm 

      & on Saturdays and Sundays, from 9am to 5pm.

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

      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. |
      Nukecad
      Super User
      NukecadSuper User
      Super User
      August 16, 2025

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

      I said, Hey - Watts going on.
      Show more replies
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