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

Hey ​@Psemy ,

Sure thing! That’s not something we can help with via the Forum, but the PAYG Support Team should be online right now. If you have a word with them via Live Chat, they can take a look for you.

Hey ​@SandraW64 

Nukecad has left some really helpful advice on how to get that changed over if that’s something you’d be looking to do instead of carry on with PAYG. There’s also a similar topic below that might be helpful:

Hey ​@Psemy 

Blastoise186 has already left some helpful advice, if you’ve not already done so, please do contact the Support Team so they can take a look and try to get that resolved. 

There can be a number of reasons why the gas may not be appearing, they should be able to check some details and pinpoint what’s causing this and get that fixed. 

Do let us know how you get on.

Hi am having more issues now I used top up codes they went on when I added the last one my meter flashed red and I lost the top up it went back to the amount before I used the top up codes then I tried a £1 which went on.I lost the rest the money I topped up thou man on phone said it he there just not showing on my balance which doesn’t make sense to me he told me ti try more which I havnt done yet as I don’t want ti loose more 

Hi ​@Elizanne 

Have you tried doing this or checking the balance via the app? Is it the meter itself or the IHD you’ve been viewing?

If you’ve not yet downloaded the new app the following topic may be helpful here. You can view top up history within the app so not only should it show the balance but also the previous top ups. The following topics may be helpful here:

Do let us know how you’re getting on.

Has anyone downloaded the new app & got an unexpected credit into your balance? I’m hoping it’s just an expected thing and not a mistake but scared to death I’ll be hit with a bill for their error if it’s a mistake. I’ve had a similar issue with this in the past so extra nervous. I do usually get a winter payment but not usually in the summer 

My gas account is not showing on the new OVO app, i can not top up without it

My gas account is not showing on the new OVO account i had to download, my electricity one is there. I can not top up with out this, i have tried doing rhis through the online chat but it was useless and i was told to add the accunt by hitting the + sign ,but that is just to top up electricity. Can anyone help me.resolve this please

Good morning ​@HomeSMPD, and welcome to the OVO Forum community.

Thanks for your post - this does sound a bit strange. If you’re a Pay As You go customer then the balance would be on the meter, so there wouldn’t normally be a credit on the account unless it had been added. Credit would generally be added to an account by way of winter payments, or goodwill payments following a complaint. There’s also the possibility of billing errors, however this shouldn’t have happened if you’ve been a customer for a while, and are Pay As You Go.

My advice would be to reach out to our Support Team and ask them what they can see on our side. It should be quite clear to them what’s caused the credit to appear and, hopefully, it won’t be anything worrying. 

If you could keep us updated as to how you get on with this we’d appreciate it and, of course, fire any further questions our way if they arise.                         

Morning ​@Perksy1977 and a warm welcome to the OVO Forum.

Sorry to hear that the gas isn’t showing. Thankfully, this is normally down to an easily fixable reason. Most commonly, this issue can be caused by gas and electricity being on two separate accounts, or the meters nor being labelled correctly as smart meters on the account. Both these scenarios are normally quick fixes for our Support Team, so please get in touch with them as soon as you can. 

If the gas is on a separate account, then this account can be linked to the electricity account, and you’ll then be able to select between the two accounts when logging in:

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

To confirm - you can still top up with the old Top Up app for now whilst the new one is sorted.