Why am I having issues with the new OVO Pay as you go app?

I downloaded the new app as per email sent out from OVO. All linked and was fine. Topped up yestaday on gas and electric but is not showing on my meter or account in history no email receipt but money has been taken from account. I have tired online chat but wasn’t very helpful at all. I have deleted today to try restart but now get an error message below! Never had a problem with old app i actually tried again today and was apply to top up on old app and it went straight on. 

Good morning ​@charlene.m and a warm welcome to the OVO Forum.

I’m sorry to hear what’s happened here. Please could you try deleting the app from your device, and then re-downloading it. let me know whether this works.

If you can log in, but the app / meter is still not displaying your payment, please contact our Support Team. If you send them the proof of payment, they’ll be able to get the credit added on to your smart meter. Please keep us updated as to how you get on. I’m also going to ask a colleague in the PAYG team whether they have anything further to suggest, and will let you know if so.

Hi again ​@charlene.m - I’ve sent you a private message  get back to me when you can. Cheers 😁.

Afternoon ​@charlene.m,

I’ve heard back from the team, and they’ve confirmed that only one of the two payments was taken, and this payment was actually applied to your meter. Please could you check the meter to see if you can see the payment is included now?

I have check the only payment showing is the £5 I topped up on the 25th with the old app both payment from 24th haven’t been applied 

Thanks for confirming ​@charlene.m, they’ve confirmed that the top up for the gas on the 24th went through and is on the meter balance, but the electric top up didn’t go through, and this will have been returned to your bank. You should see the money back in your bank very soon, and hopefully the meter balance will have updated now on your side.

Please check your bank account to see if the money for the other top up was taken. If so, it should be automatically refunded by the end of the week. If you don’t receive it, please reach out to our Support Team so they can look into this, and get it refunded for you. 

Please keep us updated as to how you get on, and let us know if you have any further questions.

Hey ​@JaynLM 

Would you be able to share a screenshot of the one you have downloaded/a screenshot of the app icon currently and we’ll be able to check if you’re on the right one. It does sound like it though, but if you could share a screenshot we should be able to tell for sure.

Hey ​@JaynLM 

Thanks for sharing that, are you using an iPhone? If so, the icon on the right is the new correct one.

No Android with Pay as You Go on electric and monthly direct debit on Gas

​@JaynLM do you still have the old app installed? If so, please try deleting it from your device, and then downloading the new app. I’m not sure if this will work, but worth a go.

The dark green icon takes me to my gas account for details on direct debit and history - I'm concerned if I delete it to reinstall the pay etc as you go app I will lose this functionality 

I  downloaded new pay as yoi go app but wont let me registaer, i have a smart meter, it says email already registered and cant process 

Hey ​@JaynLM ​@Hallokath 

Sorry to hear you’re both having trouble with the new app. I reached out to the team who’d like to try and get to the bottom of this. If you’d be able to reply to the private message I’ve sent to both of you, hopefully they’ll be able to get things sorted out.

Still can get into new pay as you go app

Hey ​@Hallokath 

I just wanted to check if this is the screen you’re seeing in reference to it saying it.

If so, you need to close that screen then reopen the app to enter the new password and login. Do let me know if you still have any issues after trying this if that’s the screen. If not, please share any other screenshots or information that could be helpful.

T

Attached is what im getting when i try to log in

Hey ​@Hallokath,

Did you have a chance to try the advice that ​@Abby_OVO shared earlier? You'll need to close the screen you’re on and reopen the app. That’s also mentioned in the screenshot, so I hope it works for you. Please let us know how it goes.

Oh, and just a quick heads-up: I went ahead and removed your screenshot because it had your account number in it. It’s always a good idea to blur out any personal details before sharing, especially in a public forum like this. We just want to keep your account safe! 😊

I havd done what abby told me to do on a number of occasion and it still doesnt work, it is still coming up saying app doesnt surport pay as you go, im worried if ths old app is removed i will not be able to top up my smart meter from my home, 

Hey ​@Hallokath, 

I’ve been talking back and forth with the team who’ve been looking at the issue with us. They still believe that the advice above is correct. I’ll document the exact process below again they’ve just tested it and it’s working for them. 

1. Press reset password in app
2. You’ll receive an email with a link to reset the password
3. Click the link in the email
4. You’ll arrive at a reset password screen
5. Reset their password and you’ll see an option that says “go to your online account” or similar
6. After clicking "go to your online account" you’ll have completed the process
7. You’ll arrive at the final page with the error screen that’s documented in this article above. At this stage you’ll return to the app and enter your username and the new password that’s been made and this’ll grant you access to your account. 

The error message saying “This page doesn’t support Pay as you go” is expected behaviour as you can manage your account through the app and the online process is only for password resets. 

Can you try this and let me know what happens? 

I have lmanaged to get the app and signed in but when i topped up it saying cant add money to meter, i have to put top up code into my smart meter yo put monry in, am not at home at the moment to do this wont be back to next week?

App not updating so amount in appnot the same as smart meter

Morning ​@Hallokath. I hope you had a good weekend, and I’m sorry to hear of further issues since you’ve been able to log in.

I know Abby_OVO has already been chatting with our app team about your account issues, and I’ve also passed these new issues onto the team. I hope this can be fixed asap for you.

​@Hallokath, our app team have confirmed that the app balance updates at midnight, rather than immediately following a top up. Please could you confirm whether your app balance has updated now?

No it has not updated since friday for the electric and thursday for the gas