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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
  • 2049 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

    Show previous replies
    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    June 19, 2026

    Hey everyone,

     

    We’ve noticed that there have been some questions and issues popping up with our new Pay as You Go app. To help everyone get the support they need in a more organised way, we thought it would be best to create one big thread where we can all share and find solutions together. 

     

    We’re in the process of merging some of the previous threads into this one, and we’ll be sending an email to anyone whose thread has been merged so you won’t miss out. 

     

    Thanks for your understanding, and we’re here to help!

    Renewable energy jokes never get old.
      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      June 19, 2026

      Hey ​@Charliebear3279,

       

      To log in, you'll need a specific account number. Unfortunately, we can’t access account details or confirm them since we’re a public forum. If you reach out to our Support Team using the link below, they’ll be happy to help you find the right account number. 

       

      Just a quick reminder: make sure you have an email address linked to your account for any password resets or assistance.

       

      Renewable energy jokes never get old.
      H
      Rank 4
      Hallokath
      Rank 4
      June 24, 2026

      My new pay as you go app is still not updating my eletric/gas balance,  infomamtion about how much electric/gas im using  is not showing either?

       

       

      also missing

        S
        Rank 2
        Shaiakh
        Rank 2
        June 24, 2026

        My new pay as you go app is still not updating my eletric/gas balance,  infomamtion about how much electric/gas im using  is not showing either?

         

         

        also missing

        Partly the same for me too. 

         

        My balance is not updating at midnight. It has been showing the same balance for 3 days in a row. 

        I had top-issues for a few days. Tried to test it on June 23 and the "top-up" history can't even acknowledge my payment, and the new app doesn't give you a SMS or email confirmation anymore. 

        So only my bank app shows it. 

         

        Just fantastic. What a way to empower the people. 

        H
        Rank 4
        Hallokath
        Rank 4
        June 24, 2026

        Ive  been having problems with it for a month, mines hasnt updated since last friday for electric, thurs for gas, what is the point of the app if you cant check your balance, especially if you are away

          S
          Rank 2
          Shaiakh
          Rank 2
          June 24, 2026

          Ive  been having problems with it for a month, mines hasnt updated since last friday for electric, thurs for gas, what is the point of the app if you cant check your balance, especially if you are away

          Exactly my point too. 

           

          My 'In-home Display' died within a week back when the company was called 'Boost'. Boost & OVO just come up with multiple excuses to not send a replacement. 

          H
          Rank 4
          Hallokath
          Rank 4
          June 24, 2026

          Did you get it sorted?

            Ben_OVO
            Community Manager
            Ben_OVO
            Community Manager
            June 25, 2026

            Morning ​@Shaiakh,

             

             We regularly send out new In Home Displays, and the current timescale is ten working days to receive one. Please contact our Support Team to request a new one.

             

             

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            H
            Rank 4
            Hallokath
            Rank 4
            June 28, 2026

            I just tried to top up on the pay as you go app for my smart meter and got a message saying its topped on ghe app but not on smsrt meter, i  have to maually add it, what is the point of having a smart meter and having to top it up yourself,?i never  had a problem with  the old app, ive had nothing but problems with knew one. Anyone else having same problem?

              H
              Rank 4
              Hallokath
              Rank 4
              June 28, 2026

              Just checked app its not been added to that either

               

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