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.

I installed the new OVO Energy app yestersay after emails about the top up service moving to it. Having installed and registered I've found it to be a nightmare ever since. Both my smart top up electric and gas meters don't appear, the profile shows an incorrect old address I haven't lived in for over 5 years but if I select to update my personal details, the correct address shows. Luckily I didn't uninstall the previous top up app but currently there seems to be no sign of the new app updating with my correct details? It's showing bill dates and syates my property has no active connection if I click meter readings. Is this normal and should I wait longer for stuff to appear or is there a major issue?

Hey ​@JaynLM 

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