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

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.

Hi ​@Perksy1977,

I’ve replied to you on your other post about the same thing - please only reply on the other post to help the community help you with this query. Cheers!

So moving to the new top up app, only my electric account is showing up. I csnt see a way to add my gas account, so am having to use the old app to top it up- but when that app shuts down I'm screwed. How do I add my gas account to thr app??

Hey ​@Sqwiggle 

Sorry to hear this. 

If you can please reach out to the Support Team about this, they’ll get this sorted out and make sure both supplies are on the account. There could be a few reasons as to why the gas hasn’t appeared on the account yet and will likely need some actions to be taken by the Support Team to get it on there. 

The following topics may be helpful too:

Let us know how you get on.

Since Wednesday my online account and my ihd have been showing zero credit. I know both my gas and electricity accounts are in credit but online accounts are not showing this. I spoke to customer support on Thursday and was told that this would be resolved at midnight when the system updated. As of today, Friday the problem is persisting.

 Is anyone else experiencing the same?

Im trying to top up on the app and it says technical issues it has been like this all day anyone else having this problem? It keeps saying technical issues, and that i can top up manually , but i do not have any cards so how do i do this.