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

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.

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.

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!

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.

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?

Please contact our Support Team and get them to look into this ​@ann6, and raise a complaint if necessary. You can find our complaints process here.

We don’t have access to customer accounts here on the Forum, so I can’t check what the issue is for you. I can say however, that some of these issues with logging into the new app have been caused by meters not being listed on accounts as they should be, eg a smart meter being labelled as a traditional meter etc. If you get in touch and raise a complaint, one of our advisors will be able to look properly into what’s causing the issue. If necessary, they’ll be able to raise a ticket to our IT team.

Keep us updated as to how you get on.

Morning again ​@ann6,

It could be that your accounts are split, eg a separate account for electricity, and a separate one for gas, and are not linked under the same ‘identity’. Please contact our Support Team to check this. If you have two separate account numbers, provide both and, if not, provide whichever one you can, and your email address and address / postcode. The advisor may need to search the national databases for electricity and gas to find your supplies, but they should eventually be able to locate both of your OVO accounts. 

Once they’ve located your accounts, they’ll need to link both under the same ‘identity’. This’ll mean that you’ll still have two separate accounts and account numbers, however they’ll both be shown together under your name and email address. Once this is done, you’ll be able to log into your online account and app, and select between the two accounts. This article gives more info, and shows how the account will look when you select between the two:

I can’t guarantee I’m right about this being the issue, but it’d make sense given what you’ve said. Please keep us updated as to how you get on.

​@Ben_OVO yes I still have the old top up app but how long before it is deleted? I don’t want to be in a position where I run out of electricity. 
I inherited this set up from the previous owner and would much prefer to pay by DD for both on a dual fuel tariff. 

​@SandraW64  You should contact support and ask to be moved onto a credit tariff with DD payments.

Call the PAYG support team directly on 0330 175 9669

PS. You can find the tariffs available to you by putting your postcode in here:
https://plans.ovoenergy.com/

Once you have put your postcode in and the plans come up then use the filters to select your meter type, and Direct Debit payments.
 

Note that the prices shown there are before VAT, so you need to add 5% for what you will actually pay.

On the new app for Pay as you go, I am able to top up and see my electric meter. The gas one is not visible and I can not do the top up. Can someone help me?