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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
  • 2048 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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    S
    Rank 2
    Shaiakh
    Rank 2
    June 17, 2026

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

    Here you go. 

     

     

      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      June 18, 2026

      Morning ​@Hallokath, I hope you’re well.

       

      Our app team have come back and recommended that you contact our Support Team, as the delayed balance updates may be due to a communication issue with your smart meters. 

       

      Let me know how you get on when you speak to them. It might be the case that the reading schedule of your smart meters needs to be set to half-hourly, which is a quick fix, and allows your app balance to update as frequently as possible.

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      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      June 18, 2026

      Morning ​@Shaiakh, and thanks for the screenshot. I’ve sent you a private message - get back to me when you can 👍.

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      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      June 18, 2026

      ​@Hallokath please could you also confirm whether you’re using Apple or Android? Many thanks.

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      H
      Rank 4
      Hallokath
      Rank 4
      June 18, 2026

      Android

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        June 18, 2026

        ​@Shaiakh could you also confirm whether you’re using Apple or Android?

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        S
        Rank 2
        Shaiakh
        Rank 2
        June 18, 2026

        ​@Shaiakh could you also confirm whether you’re using Apple or Android?

        Thanks. I am using Android. 

        C
        Newcomer
        Charliebear3279
        Newcomer
        June 18, 2026

        I use the Ovo top up app for my gas and electric and obviously have an account number for each. I downloaded the new app and says error when I try to log in with my existing log in details for top up app. It then asks for my details, name, dob etc and an account number. I tried my gas one and says it’s wrong account number. Do I have one main account number?, if so I don’t have it. I’ve even tried registering again with different email but still asks for an account number. 

          J
          Newcomer
          Jo R
          Newcomer
          June 18, 2026

          Had 2 emails about the “new” OVO energy app. I already have my gas account on this, my electricity was serviced by the OVO energy top up app. I have deleted the top up app, uninstalled the OVO energy app, reinstalled it, used the “get started” function to reset my password, followed suggested steps in previous posts and still can’t get the “new” app to show anything at all to do with any form of electricity account, or function in the “new” app to allow me to top up electricity!! I’m using Apple. Anyone know why?? Help appreciated!!

          Chris_OVO
          Community Manager
          Chris_OVO
          Community Manager
          June 19, 2026

          Hey ​@Jo R,

           

          I've reached out to the team to see if they can help identify the cause and suggest steps to get this sorted out for you. I'll keep you posted and share any updates as soon as I have them.

          Renewable energy jokes never get old.
            Show more replies
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