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

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.

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.

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.

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 

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.

This Forum post outlines three scenarios that may be causing gas or electricity from not being displayed on your online account or app:

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!

Hey ​@Elizanne 

Thanks, so support have booked an engineer to come out this time?

Hi yes not till august thou seemly I can still use app to top up and just use the codes I get to put into meter 

Hi ​@Elizanne, if you’re unable to top up with codes at any point, and can’t put credit on the meters, please contact our Support Team, who’ll arrange an emergency appointment if necessary. Hopefully our engineer can resolve this for you next month.

If you have any other questions, please let us know.

Why is my new app making me have to go to my bank to accept the payment everytime I top up it's even when I tick the box to keep my card details and it never keeps them

Getting your account ready for you

We're putting the finishing touches on your setup. You don't need to do a thing – we'll notify you as soon as you can use your account. been like this for well over a week.

OVO have been no help at all. Cant believe they they can’t help useless company.