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

Hey ​@charlottel2005,

Welcome to the community 🙂

If you get a chance, please check out the questions that Nukecad has posted. It will really help us provide you with the best support possible!

Also, if you can share a screenshot of any errors you’re experiencing, that would be wonderful. Just remember to blur out any personal information, like your account number, before posting. 

Hi

I’m Unable to create account or recharge

I'm out of power(on emergency credit)

Please help me topup

It says account details don’t match while registering

There is no way to recharge as guest anymore

HELP

I’m Unable to create account

Hi ​@mayankx 

Do you not already have an account?
eg. Have you just moved in somewhere and not set up an OVO account yet?
Are you trying to use a previous tenants top-up card?

The number showing in that account box looks way too long to be an OVO account number. it looks like the number off a top-up card.

You will be best contacting the PAYG Support Team.

Use the green “give us a call” link in that message you posted, or see this for advice and contact methods:

Morning ​@mayankx and welcome to the OVO Forum.

Sorry to hear of the issues you experienced when trying to top up. If you weren’t aware already, there’s a new app and online account space to top up, and view your meter balances. This guide will show you how to get logged in, and how to navigate the new app / site:

If you’re not an OVO customer but are trying to complete a guest top up, this is still a feature but the procedure has changed slightly. This guide will show you how to do the guest top up:

Please let us know how you’re getting on, and if you’ve been able to top up.

I put £20 in at the post office  on Wednesday, as the app never works properly for me, i also put £20 in on Friday when I was away having thought there's no issues with my power when im away. My niece is there, food, gas and electricity all topped up yet no. The meter said top up unsuccessful, I don't know what one as I wasn't here for 2nd top up. Help me find the credit please, Stoo

Hey ​@Stoo,

Did you get a receipt from the post office to say that your top up was successful? Normally the receipt will have a UTRN or unique transaction reference number that you can manually input on the meter. You can find more information in the article below:

You can also contact our Support Team using the link below. They will check your account to see if we have received a top-up from the Post Office. However, it seems there may have been an issue along the way, as the meters indicated that the top-up was unsuccessful.

I’m unable to add my bank card details to top up my pay as you go gas. There’s no option on the home screen and when I’ve spoken to chat, the top up guest link they sent me doesn’t work and says there’s a technical problem and my money gets refunded

Hey ​@Cjm 

Sorry to hear about this.

There should be a "Save Card" option after entering card details.

And after you tap in the top-up amount, you should be presented with the list of saved cards to choose from.

If this isn’t showing up could you try uninstalling and reinstalling the app and let us know if this still persists. 

With regards to the guest top-up, this link seems to be working fine if you can give that a go. We do also have a handy topic which may be helpful here for this:

Let me know how you get on.