Skip to main content
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
    Abby_OVO
    Community Manager
    Abby_OVO
    Community Manager
    July 6, 2026

    Hey ​@Elizanne 

     

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

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

    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 

    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    July 7, 2026

    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.

    Powered by the Sun
    P
    Newcomer
    Polo
    Newcomer
    July 8, 2026

    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

    A
    Newcomer
    ann6
    Newcomer
    July 8, 2026

    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.

      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      July 8, 2026

      Morning ​@Polo and welcome to the OVO Forum.

       

      Sorry to hear of the issues you’re experiencing when trying to top up. Please can you delete the app from your phone and reinstall it, and try the process again. If the issue persists, you’ll need to contact our Support Team so they can look into this further, and raise a ticket to our Tech team if required.

       

      Let us know how you get on.

      Powered by the Sun
      Ben_OVO
      Community Manager
      Ben_OVO
      Community Manager
      July 8, 2026

      Morning ​@ann6 and sorry to hear of the login issues you’re experiencing.

       

      Please could you confirm whether you’re a Pay Monthly or a Pay As You Go customer?

       

      Please could you also let us know whether you’re trying to log into the app on your phone, or the online account (web browser)? Many thanks.

      Powered by the Sun
      S
      Newcomer
      SandraW64
      Newcomer
      July 9, 2026

      I am also having the same problem! Only my gas account is on the new app so I am unable to top up my electricity using the new app!!

      I have a traditional meter for gas which I pay by direct debit and a PAYG smart meter for electricity.

      It seems this new app is unable to deal with customers with two accounts! You need to sort it out OVO!

      A
      Newcomer
      ann6
      Newcomer
      July 10, 2026

      I pay as I go , the app and online both wont let get online I have changed my password as instructed. I can get into my old account from my previous address. I dont understand why they cant sort this.

        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        July 10, 2026

        Morning ​@SandraW64 and thanks for your feedback. 

         

        Sorry to hear of the issues you’re experiencing. The new PAYG app / online account uses the same platform setup as the PAYM side of things, and it’s potentially not able to switch between the two. I’ve asked the app team for some more info on this one. 

         

        For now, are you able to log into the old PAYG app for now to top up your electricity?

        Powered by the Sun
        Show more replies
        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd