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Want to set up online account for PAYG

  • November 21, 2023
  • 6 replies
  • 673 views
P
Carbon Cutter*

I have a key that I top up but after visiting four shops to top up none of them were able to do so.

I never had a bill sent by Ovo and do not know what my account number is so that I cannot set up an account online with Ovo  You cannot register for an account online without an account number. I was on the chat app on the website and they said they would transfer me to the Payments Dept but I was then just cut off. Calling the phone line requires entering an account number too so I am stuck with no way to contact Ovo. Only way out might be switching supplier but idk if I can.

Best answer by Emmanuelle_OVO

Updated on 12/08/25 by Ben_OVO

 

 Hey @PaulAbdn,

 

I’m glad you managed to get your issues resolved.

 

To confirm, Pay As You Go (PAYG) customers with traditional key and card meters don’t have access to any online account. Instead, credit is loaded onto the key / card at a PayPoint. However, PAYG customers with smart meters installed are able to top up their smart meters, and track their meter balances, via the OVO Energy Top-up app, which can be downloaded via the Apple App Store or Google Play.

 

If you haven’t got a smart meter yet, you can find out more about getting one installed, free of charge, here.

 

Having smart meters installed also means that you can be changed from a PAYG customer to a Pay Monthly customer. This means you won’t get cut off, can set up a Direct Debit and pick from a range of tariffs.

 

 

The following topics may also be useful:

 

 

 

How to get in contact about my OVO Pay As You Go account
 

Contact information can be found here:

 

 

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 Customer Support Package might be helpful to you.

6 replies

Blastoise186
Plan Zero Hero
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  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • November 21, 2023

Try https://ovoenergy.com/help for Live Chat.

If you call, it’s 0330 175 9669 - press # if asked for an account number.

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Abby_OVO
P
P
Carbon Cutter*
  • PaulAbdn
  • Author
  • Carbon Cutter*
  • November 21, 2023

Thanks I will try that. 

P
Carbon Cutter*
  • PaulAbdn
  • Author
  • Carbon Cutter*
  • November 21, 2023

I should have mentioned that I have no voicebox since the last few years due to an op. I have to rely on relatives to call Ovo and ask for help for me. Since I couldn’t give any verbal authorisation to access my account Ovo said they couldn’t issue me with a new key. Presumably I will have to wait for an answer to my email - they said I would get a reply within 2 days.

Blastoise186
Plan Zero Hero
Forum|alt.badge.img+1
  • Blastoise186Plan Zero Hero
  • Plan Zero Hero
  • November 21, 2023

Live Chat is an option as well and it’s via the website so you don’t need to speak.

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!
Abby_OVO
P
Carbon Cutter*
  • PaulAbdn
  • Author
  • Carbon Cutter*
  • November 28, 2023

Thanks Blastoise186 for the telephone number and the # tip. My problem with Electric Key was solved.

I don’t keep a computer or mobile and so have to rely on visits to relatives or libraries before replying. I visited a Citizen’s Advice Bureau the day after my initial post and they directed me to an address where I was issued a new Key and £30 of credit as compensation for the days without electricity (my flat is all electric). Sister in law also came round later that day having been lucky on one of the calls on that number you gave us with an RTI code which would have gotten me a new key but the CAB route was quicker. Thanks again :)

Emmanuelle_OVO
Community Manager
  • Emmanuelle_OVO
  • Community Manager
  • Answer
  • November 29, 2023

Updated on 12/08/25 by Ben_OVO

 

 Hey @PaulAbdn,

 

I’m glad you managed to get your issues resolved.

 

To confirm, Pay As You Go (PAYG) customers with traditional key and card meters don’t have access to any online account. Instead, credit is loaded onto the key / card at a PayPoint. However, PAYG customers with smart meters installed are able to top up their smart meters, and track their meter balances, via the OVO Energy Top-up app, which can be downloaded via the Apple App Store or Google Play.

 

If you haven’t got a smart meter yet, you can find out more about getting one installed, free of charge, here.

 

Having smart meters installed also means that you can be changed from a PAYG customer to a Pay Monthly customer. This means you won’t get cut off, can set up a Direct Debit and pick from a range of tariffs.

 

 

The following topics may also be useful:

 

 

 

How to get in contact about my OVO Pay As You Go account
 

Contact information can be found here:

 

 

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 Customer Support Package might be helpful to you.

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