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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
  • 2050 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
    S
    Rank 2
    Shaiakh
    Rank 2
    July 1, 2026

    This is exhausting. How much rubbish have we got to deal with? 

     

    This app was working fine up until 3-4 weeks ago. What has happened since then? The app is littered with issues. 

     

    My app is stuck at "sorry for the wait, there appears to be a problem with the connection"

     

    Edit: I updated the app and still cannot login. 

      A
      Rank 2
      Aileen Drummond
      Rank 2
      July 3, 2026

      I topped up my electric smart meter 24 hours ago and my new balance hasn't registered on the app or my IHD.

       

      Has anybody else had any difficulties since the app updated on 1/7/26?

      Thanks

      A
      Newcomer
      Alison Gilbert
      Newcomer
      July 4, 2026

      I too am having a problem with not being able to top up electric on the new app

      D
      Newcomer
      Dexter2023
      Newcomer
      July 5, 2026

      Hi, I’ve downloaded the new Ovo app and only my gas account is on there. Could anyone tell me how I get my electricity account on there please? 

      E
      Newcomer
      Elizanne
      Newcomer
      July 5, 2026

      Hi since Friday I used new app my meter is not updating I have 2 accounts on my app one is fine and other keeps giving me a code to enter I also tried old app it’s still not going on 

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      July 6, 2026

      Hi ​@Dexter2023 

       

      I asked internally about this, they’ve asked if you’re a new PAYG customer? 

       

      Or have you been a Pay As You Go customer for some time and were asked to move over to the new app? 

       

      I’d also like to check that both meters are smart PAYG meters? Any additional information would be helpful here.

      Currently Playing: She's Electric
      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      July 6, 2026

      Hi ​@Alison Gilbert 

       

      I asked internally about this, they’ve asked if you’re a new PAYG customer? 

       

      Or have you been a Pay As You Go customer for some time and were asked to move over to the new app? 

       

      I’d also like to check that both meters are smart PAYG meters? Any additional information would be helpful here.

      Currently Playing: She's Electric
      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      July 6, 2026

      Hi ​@Elizanne 

       

      I asked internally about this, they’ve asked if you’re a new PAYG customer? 

       

      Or have you been a Pay As You Go customer for some time and were asked to move over to the new app? 

       

      I’d also like to check that both meters are smart PAYG meters? Any additional information would be helpful here.

      Currently Playing: She's Electric
      E
      Newcomer
      Elizanne
      Newcomer
      July 6, 2026

      Hi no am not new I tried topping up with both apps I’ve just been in live chat they got book a engineer this happened befire thou and they fixed it from there end 

      Chris_OVO
      Community Manager
      Chris_OVOSolved
      Community Manager
      July 6, 2026

      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!

      Renewable energy jokes never get old.
        Show more replies
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