Hello, Is online and app top up down today? Tried topping up and on app it said online site not secure again and app said error time out.  Money came out of my bank pending.  Never got a receipt though.  Thank You

The Social Media Team are monitoring the Facebook/Twitter channels. They can help if you message them.

Unfortunately, I cannot as I’m only a forum volunteer.

They are undergoing maintenance no one can top up online or in the shop. Oh if you were an SSE customer your old top up cards are no longer going to work. Nice of the worlds worst energy supplier to let us know 

Are you sure about worlds worst? I know of at least one that’s even worse. And by the way, this maintenance is being done by Paypoint, not OVO - it’s beyond OVO’s control.

I will however, discuss this with the forum moderators when I get chance.

The old SSE Top-Up Cards are being replaced where necessary. My understanding is that they get posted out as part of the welcome pack.

Why did it let me waste £40 in an app that took my money out of my bank but the top ups got declined. The site is under maintenance when i log in now. The good old days of SSE used tell me when they were going to do maintenance and used to say you can’t top up on such and such days. 
What welcome pack I’ve only had a letter to say I’m now with OVO the nice lady on the phone has just told me that my old SSE cards will no longer work soon. 
 

And yes I do blame OVO for this it’s not pay-points fault for the complete lack of pre warning they were going to do maintenance today. Bring back SSE

Didn’t say this when it took £40 off me.

Please Note: The Paypoint services appear to be offline at this time, which is a factor beyond OVO’s control. Please wait until tomorrow morning when the Forum Moderators return. I have taken steps to inform them. I am monitoring the service status actively on an hourly basis in the meantime. If you are vulnerable and/or on the Priority Services Register and need supply restored immediately, please call 105 and your DNO will be able to assist.

Further updates will be posted by Forum Volunteers in the following thread as and when they are available:

Thank you for your patience.

You haven’t wasted the £40 at all. If the top-up is declined, the entire transaction fails and the payment is instantly refunded and/or reversed.

The fact it still shows as pending is an issue you need to take up with the bank. It takes varying amounts of time for the banks to wake up and release the hold on the funds. It’ll happen eventually and once it does, the £40 will go back to your available balance.

Again, that message is Paypoint, not OVO. You probably already got past the gate check that triggers it because you were already in the app before the system went down. It’s basically a race condition in a way.

I suspect OVO didn’t even know it was going down.

As for SSE? Not coming back. SSE left the market back in 2019 and they have no plans to ever return. In fact, they’ve been trying to quit for several years prior to actually selling up.

I’m sure you will back OVO to the hilt no matter if they are wrong or right. SSE always sent a text message out if this was going to happen but there was no pre warning off this at all. It’s not you that’s cold and fed up with out no electric on a Sunday is it. Enjoy your Sunday OVO employe I never wanted a stupid pre payment in the first place anyway it was in my place when I moved in. But I had zero issues with SSE so I just left it 

Emergency maintenance doesn’t come with a pre-warning. You just have to get straight in there immediately and fix whatever broke and I suspect Paypoint is already doing so. I work as the IT Admin for a small media production company that has nothing to do with OVO - and I’ve already had to firefight systems outages for them a couple of times. I know from experience how much effort it takes to fix them.

If you want to come off of Prepayment, that too can be arranged. Discuss that with the Support Team during the week and they can run you through your options and how the transfer to Pay Monthly will work. Sounds like you have Smart Meters, so that makes it a LOT easier to do.

I also do call OVO out sometimes. You just don’t see it because I have a private channel for doing so via the forum - and tbh it usually gets buried under the 7k+ volume of comments I’ve left so you’d probably never find it again anyway. Standard thing for forum volunteers on many forums of this type - those who help out are given access to additional sub-forums where they can give private feedback. I’ve already done that in this particular case.

Other than that, I’ve done everything that’s agreed between myself and the forum moderators for this type of incident. And that mostly consists of alerting them via the private channels and throwing a Best Answer onto every relevant thread that explains the situation. It’s a plan that was developed after SSE once nuked their self-hosted top-up portal for an entire weekend without telling anyone and causing a DNO to panic. Needless to say, someone from that DNO reached out to me via this forum because they recognised I might know something. We’ve had a few chats since then and I passed all of that back to both OVO and SSE just recently.

Oh this isn’t solved either despite asking for help in this forum and two phone calls I’m still off supply unable to top and even OVO adding credit remotely which didn’t work now the phone lines are jammed.

I have the power to do an override of the best answers if I need to - such as in emergency cases like this one where I can use my discretion to do an override. The answer I marked is intended to aid the wider community with something useful. As I said, the Social Media Team are monitoring the Facebook/Twitter channels right now. If you use those, they can access the account and action a fix.

I should mention that the Best Answers and “Solved” status here are NOT linked to whether your own problem is solved - it’s whether there’s an answer that helps the wider community. That’s what this forum is for. It is not here to replace the Support Team or give 1:1 responses for account-specific issues.

This is a joke being left with out electricity what happened to friendly credit on the weekend. I’m sick of this I’ve already phoned up first thing and they added credit remotely which never went on 

Friendly Credit still exists. But it only triggers if you run out of credit during the hours it runs for.

I repeat my advice. Ask the Social Media Team to get that UTRN for you. It will activate your supply when you enter it into the meter.

The system has been re-activated and seems to be stable.

Sometimes all it takes is to just wait a while. You should be able to top-up now.

Hey @stevegti6 

Sorry about the issues with PayPoint yesterday.

Have you been in touch with Support Team or been able to get topped up since?

Hey @hallj12345,

Sorry to hear this,

We’ve seen a few reports of top up issues over the weekend. We’ve had it confirmed that this should be fine now, have you been able to top up?

Hello,

Thanks for your reply.  Yes I have been able to top up.

Qualys SSL Labs is also reporting no issues: https://www.ssllabs.com/ssltest/analyze.html?d=ovoenergypayments.paypoint.com&hideResults=on&latest

If you’re still having problems with it being flagged up, it’s probably an issue with your device or browser. Try making sure everything is fully up-to-date. TLS Certificates change over time, if you don’t keep up then these things will break.