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

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.

Hi ​@thehouse16 ,

You should find barcodes in the app - those will act as top-up cards if you’re heading to the shop. If you present those to the shopkeeper, they can use that method to access your account to process the top-up. The barcodes will not provide any further account access.

Hi ​@thehouse16, I hope you’re well.

Sorry to hear of the issues you’re experiencing. Please delete the app from your device and reinstall it. You can download it here. 

Once you’ve done this, please let us know whether the app is working. Once your set up, this guide should give you the info you need:

Hey ​@Penny1936,

I hope you're doing well! I haven't seen anyone else mentioning similar issues since you posted, has anything improved over the weekend, or is your balance still showing as zero credit? 

If you're still having trouble, it might be a good idea to reach out to our Support Team again. They’re always happy to help and can dive into the issue for you. Sometimes these outages resolve on their own, but other times we need to step in to get everything back on track.

We'd love to hear how things are going, so please keep us updated!

when i sign onto my profile where it should show me how much i owe it just says a problem has occured. i can see my usage, and i can see the readings my smart meter is sending. but i cant see how much i owe so i dont know how much to pay of course. it has been saying to check back later for 6 weeks since i moved into this flat. 

Is this on the phone app, or on the web portal?

And just to make sure - you did set up a new account and are not trying to use the previous tenants account.

They do say that it can take up to ten weeks for everything to be up and running, but for most people it's usually quicker than that.