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

Did you get it sorted?

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.

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?

Just checked app its not been added to that either

Hey ​@Hallokath,

I’d love to help understand things better. It sounds like you tried to top up using the app, but the funds haven’t shown up on your smart meter. You mentioned having to manually top it up with the UTRN, but it seems like the app top-up didn’t go through either. 

That might indicate a communication issue with your meter since the top-up hasn’t reached it yet. Have you had a chance to try topping up again, or have you only attempted it one time? 

I never had a problem topping up with the old app, went on the meter no problem, still not going on to.meter but showing on the new pay as you go app, contacted ovo they were no help, balance isnt updating either, my smart meyer has always been in the position its in which has a good signal, dont understand why its not going on, thinknits the new app

Hey ​@Hallokath,

Could you share what the Support team told you when you reached out? I’m sorry to hear you didn't find their help useful. They have access to your live account, which means they can provide more detailed information and even escalate any issues if needed. It would really help us if you could let us know what advice they gave you! 

Like others, I cannot login to my account, online or the app. Online, I’m told ‘we are working on a new website’. I was a SSE customer. I need access to set up a new email address.

I topped up manualy like they advised which i did which didnt work, they said its not going on to meter due to conection with meter, my meter has a good signal, did not advise me how to sort it, tried moving my smater meter didnt make a difference, my balance still hasnt been updated

Hey ​@Hallokath,

I recommend that you call and explain that you've previously experienced connection issues with your meter, and that it's now impacting your ability to top up. This appears to be more of a connection issue with your meter rather than a problem with the app. They’ll be able to investigate further and raise a case if required to get the issue resolved.