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

I havd done what abby told me to do on a number of occasion and it still doesnt work, it is still coming up saying app doesnt surport pay as you go, im worried if ths old app is removed i will not be able to top up my smart meter from my home, 

Hey ​@Hallokath, 

I’ve been talking back and forth with the team who’ve been looking at the issue with us. They still believe that the advice above is correct. I’ll document the exact process below again they’ve just tested it and it’s working for them. 

1. Press reset password in app
2. You’ll receive an email with a link to reset the password
3. Click the link in the email
4. You’ll arrive at a reset password screen
5. Reset their password and you’ll see an option that says “go to your online account” or similar
6. After clicking "go to your online account" you’ll have completed the process
7. You’ll arrive at the final page with the error screen that’s documented in this article above. At this stage you’ll return to the app and enter your username and the new password that’s been made and this’ll grant you access to your account. 

The error message saying “This page doesn’t support Pay as you go” is expected behaviour as you can manage your account through the app and the online process is only for password resets. 

Can you try this and let me know what happens? 

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?

I'm also having a nightmare with this new app. I don't see why I have to set up a new account even though I've already got an account with the Ovo Top Up app, but whatever. Followed the instructions - tried clicking 'get started' to register again. An email comes through with a link that's meant to enable you create a new account and password. When I input my details, an error appears stating that my details don't match Ovo's records (they do.) There isn't even an option to set a password. I've also tried clicking 'reset password' within the new app numerous times, but that doesn't generate an email. I went on Live Chat this afternoon and was on there for about an hour and a half; it was painful. The advisor didn't manage to resolve my issue even then, she just kept insisting that these emails need up to 24 hours to come through, and they would come. Nothing has come through since I started originally trying about 10 hours ago. I have anxiety and this is proving really stressful. I'm really worried that the old app is going to be decommissioned before this is sorted and I'll be stuck unable to top up. Ovo, you need to do better!!

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

Morning ​@Grace96 and welcome to the OVO Forum.

Have you been able to log in yet, or are you still experiencing the same issue as of today? I’m going to send you a private message too, so keep your eyes on your inbox.

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.

​@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?

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

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.