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J
Rank 1
JaynLM
Rank 1
May 27, 2026
Solved

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

  • May 27, 2026
  • 96 replies
  • 2045 views

Received email about new app - tried to install via playstore but it says it's already installed - I have a pay as you go meter - do I need to do anything or am I already using the new app?

    Best answer by Chris_OVO

    Updated on 16/07/26 by Ben_OVO

    Thank you all for taking the time to share your concerns about the recent changes to the top-up app. We really appreciate your feedback! To make sure you get the best support possible, we're asking you to reach out directly to our Support Team. They can access your account and will be happy to help you with any issues you might be experiencing. If you’re unhappy with the service you’ve received, they can also assist you in filing a complaint.

     

    You can find our contact options in the link below, and your complaints process here.

     

     

    You can find a guide for using and troubleshooting the app / online account here:

     

     

    As much as we love engaging with you here in this forum, we want to ensure that you get the specific help you need. Recently, we’ve noticed an increase in inquiries about the app, so directing you to our Support Team is the best way for them to investigate your accounts thoroughly.

     

    Thank you again for highlighting the issues you’ve encountered on our app journey. We’ll keep an eye on the forum thread, but please understand that the forum team won’t be able to provide further assistance here. If you have any questions, don’t hesitate to send us a private message, we’d be more than happy to chat!

    96 replies

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    H
    Rank 4
    Hallokath
    Rank 4
    June 10, 2026

    I have lmanaged to get the app and signed in but when i topped up it saying cant add money to meter, i have to put top up code into my smart meter yo put monry in, am not at home at the moment to do this wont be back to next week?

    H
    Rank 4
    Hallokath
    Rank 4
    June 14, 2026

    App not updating so amount in appnot the same as smart meter

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    June 15, 2026

    Morning ​@Hallokath. I hope you had a good weekend, and I’m sorry to hear of further issues since you’ve been able to log in.

     

    I know Abby_OVO has already been chatting with our app team about your account issues, and I’ve also passed these new issues onto the team. I hope this can be fixed asap for you.

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    June 15, 2026

    ​@Hallokath, our app team have confirmed that the app balance updates at midnight, rather than immediately following a top up. Please could you confirm whether your app balance has updated now?

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    H
    Rank 4
    Hallokath
    Rank 4
    June 15, 2026

    No it has not updated since friday for the electric and thursday for the gas

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    June 16, 2026

    Thanks for letting me know ​@Hallokath - I’ve passed this on internally.

     

    Hopefully this will be fixed soon, and I’ll be in touch when I have an update.

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    S
    Rank 2
    Shaiakh
    Rank 2
    June 16, 2026

    The new app has been working fine for the past how ever many weeks. 

    However, today I attempted to top-up but the 'continue' button led me to nowhere. 

    I have a feeling it was due to my getting a new bank card and I needed to update the payment details. After looking around the app, I realise there isn't a place where I can actually do that?!

     

    I logged out and tried to log back in with same credentials but with no luck. I even did a fresh install and still no luck? 

     

    Any idea what is going on? Is it a server side issue? 

     

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    June 17, 2026

    Morning ​@Shaiakh and welcome to the OVO Forum.

     

    Sorry to hear of the issues you’re experiencing. I’ve relayed this info to our Product team, and will let you know what they come back with. I’m hoping this is just a momentary issue that they’re aware of.

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    June 17, 2026

    ​@Shaiakh please could you send a screenshot of the exact page where the ‘continue’ button isn’t working - many thanks.

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    H
    Rank 4
    Hallokath
    Rank 4
    June 17, 2026

    Hi ben, any update? My balance still hasnt been update since thurs/friday?

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