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JaynLM
Rank 1
May 27, 2026
Solved

Why am I having issues with the new OVO Pay As You Go app?

  • May 27, 2026
  • 96 replies
  • 2045 views

Received email about new app - tried to install via playstore but it says it's already installed - I have a pay as you go meter - do I need to do anything or am I already using the new app?

    Best answer by Chris_OVO

    Updated on 16/07/26 by Ben_OVO

    Thank you all for taking the time to share your concerns about the recent changes to the top-up app. We really appreciate your feedback! To make sure you get the best support possible, we're asking you to reach out directly to our Support Team. They can access your account and will be happy to help you with any issues you might be experiencing. If you’re unhappy with the service you’ve received, they can also assist you in filing a complaint.

     

    You can find our contact options in the link below, and your complaints process here.

     

     

    You can find a guide for using and troubleshooting the app / online account here:

     

     

    As much as we love engaging with you here in this forum, we want to ensure that you get the specific help you need. Recently, we’ve noticed an increase in inquiries about the app, so directing you to our Support Team is the best way for them to investigate your accounts thoroughly.

     

    Thank you again for highlighting the issues you’ve encountered on our app journey. We’ll keep an eye on the forum thread, but please understand that the forum team won’t be able to provide further assistance here. If you have any questions, don’t hesitate to send us a private message, we’d be more than happy to chat!

    96 replies

    C
    Rank 1
    charlene.m
    Rank 1
    May 25, 2026

    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. 

     

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    May 26, 2026

    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.

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    May 26, 2026

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

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    May 26, 2026

    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?

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    Rank 1
    charlene.m
    Rank 1
    May 26, 2026

    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 

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    May 27, 2026

    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.

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    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    May 28, 2026

    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.

    Currently Playing: She's Electric
      J
      Rank 1
      JaynLMAuthor
      Rank 1
      May 28, 2026

       

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      May 29, 2026

      Hey ​@JaynLM 

       

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

      Currently Playing: She's Electric
      J
      Rank 1
      JaynLMAuthor
      Rank 1
      May 29, 2026

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

       

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