I had a new meter fitted on 2/2/23 and £20 emergency put on it, which has nearly run out, I’m waiting on a new top up card, which hasn’t arrived yet. I also have £20 on my old card that I haven’t been able to use and need refunded.
Answer
Waiting for a new top up card - Emergency credit's almost run out!
Best answer by Emmanuelle_OVO
Updated on 29/07/25 by Emmanuelle_OVO:
Here’s how to request a new card or key
If you’ve lost your top up key or card, you’ll need to contact us to get a new one. They’ll either recommend a shop near you to collect a replacement from, or they’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post.
The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen.
How to get in contact about my OVO Pay As You Go account
Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.
There are also tons of helpful resources and information available on our OVO Help pages.
If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.
Struggling with your energy bills? Our Support Package might be helpful to you.
Useful links:
For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page.
For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android.
For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple.
+1- Plan Zero Hero
Hi
Please contact Support about this. I’m afraid we can’t access the account from here.
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!
+5- Plan Zero Hero
No one here has access to your account
Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP}
I thought I was messaging customer services, rather than calling which takes forever!😩didn’t realise it was just regular customers on here 😬
+5- Plan Zero Hero
There is a webchat facility (or there are social channels to DM as well)
Updated on 29/07/25 by Emmanuelle_OVO:
Here’s how to request a new card or key
If you’ve lost your top up key or card, you’ll need to contact us to get a new one. They’ll either recommend a shop near you to collect a replacement from, or they’ll arrange for one to be posted out to you. This can take between 3-5 days to arrive via post.
The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen.
How to get in contact about my OVO Pay As You Go account
Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.
There are also tons of helpful resources and information available on our OVO Help pages.
If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.
Struggling with your energy bills? Our Support Package might be helpful to you.
Useful links:
For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page.
For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android.
For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple.
I AM WAITING NEARLY 6 MONTHS FOR A TOP-UP SWIPE CARD, A BARCODE
ANYTHING SO I CAN TOP UP
I AM BEING TOLD, AFTER 2 HRS WAITING ON HOLD WE NO LONGER ISSUE PLASTIC SWIPE CARDS(pure k*k)
THEN SEND ME A BARCODE TWINNED TO MY SMART(elec)METER.
MY ACCOUNT IS IN YOUR SYSTEM
DETAILS: *edited by mod*
I expect this to be a waste of time, fobbed off, spoken to like I am a taste, will you prove me wrong?very much doubt it
+1- Plan Zero Hero
Hi
I’ve had to ask a moderator to edit your post. I can’t use your personal information and as this forum is public, you’ve leaked it to the entire world. A moderator will remove it shortly to protect your privacy.
That barcode you received is the same as a plastic card. Take it to any PayPoint shop and they’ll scan it, just like a swipecard and you can then top-up. If you don’t have one, the Support Team can send it again in digital format.
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