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

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.

Here we go again, another OVO problem. Electric needs to be topped up. Went onto the portal to make a debit card payment. Put the usual details in and ………...PAYMENT DECLINED.

The only difference being I received a new card last week with a different expiry date. So added a new card with the only difference being a change in expiry date. Tried again only to get ………….ADD PAYMENT CARD FAILED

So, I low on electric but cannot top up. Absolutely rubbish company is OVO. 

I now have to think about changing supplier, cannot be putting up with problems like this .

What a pathetic company OVO is. I need electric top up, I cannot use the portal, I cannot make changes to my existing debit card. The portal advises me to visit the OVO website which I have just done only to given another notice………………….

My electric will switch off shortly and there is nothing I can do. I am a pensioner living in a isolated village, there is NO shops close by . I have always relied on the portal.

Hold your heads in shame OVO, You really are a rubbish company.

Hi ​@rickyt 

I’m sorry to see the trouble you’ve been having with this.

Is this for a Pay As You Go account? Or for a manual payment to a credit account?

Surely this has to be a Pay As You Go account. I have a smart meter that informs me when my credit is low. I have used the portal to transfer money from a debit account to top up credit on my meter. I have used this method since moving into this flat 3 years ago.

I now cannot top up , only a few pounds credit left so I dare not use my washer or cooker.

Absolutely pathetic service OVO has.

Hey ​@rickyt 

Sorry about this, I couldn’t be certain of that, no,  as we don’t have access to accounts here at the Forum. 

Both types of accounts can make ‘top up payments’; a credit customer can make a payment at any time onto their account to top up the balance so I wanted to be sure that it wasn’t that and was indeed Pay As You Go so we could provide the correct information, as the process for fixing either would be different and I wouldn’t want to make the situation any worse. 

As mentioned, we don’t have access to accounts here at the Forum so we cannot see what’s causing the issue. If you’ve not done so already please contact the Support Team as they should be able to help take a payment, confirm what has occurred to prevent the payment from working and update the payment card on the account with you. 

I’m really sorry things haven’t been working as they should, but the Support Team will be able to get all of this fixed.

I have 2 payment cards, 1 for electric & 1 for gas. I’ve been to the Co-op pay point this morning to put cash on…………..payment failed……..twice. So I went to the Post Office pay point counter and that too wouldn’t accept payment. I’m down to my last few pounds on the meter, all the electric will be off soon, no cooker, shower, the food in the freezer will be ruined. I have exhausted all avenues for payment and there is nothing I can do.

Of course I will never get an apology from OVO, like most company’s they never do.

I am going to get in touch with the Ombudsmen for a start  and slate OVO on Trustpilot and highlight the the useless, disgraceful company they are but the main thing is ……….I have to find another supplier now.

What a total waist of time ringing ... 0330 175 9669. Getting through all the security questions and telling the automated service my query was about card top up I get another automated service asking me to input a card number to pay online. I want to speak to someone regarding the difficulties I’m having trying to top up in the usual way.

**Removed by moderator**

Hey ​@rickyt,

If you tell the automated system that your question is about topping up, it will direct you to enter your card information for payment. However, it seems like you’d really like to chat with someone from our team about the issues you’re facing with the app. To make that happen, when the system asks about your query, just say you want to speak with a team member, and it will connect you with one of our Support Team members. 

Give it a try, and let us know how it goes!

Had enough with OVO now. Have £3.00 left credit, enough for a few days standing charge. Cannot use the washer, cooker or TV. If I do and use the credit up,all the food in the freezer is waisted. Below are the failed transactions from this morning, I cannot even top up using the cards, let alone speak to a person.