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

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?

Hey ​@Psemy ,

Sure thing! That’s not something we can help with via the Forum, but the PAYG Support Team should be online right now. If you have a word with them via Live Chat, they can take a look for you.

Hey ​@SandraW64 

Nukecad has left some really helpful advice on how to get that changed over if that’s something you’d be looking to do instead of carry on with PAYG. There’s also a similar topic below that might be helpful:

Hey ​@Psemy 

Blastoise186 has already left some helpful advice, if you’ve not already done so, please do contact the Support Team so they can take a look and try to get that resolved. 

There can be a number of reasons why the gas may not be appearing, they should be able to check some details and pinpoint what’s causing this and get that fixed. 

Do let us know how you get on.

Hi am having more issues now I used top up codes they went on when I added the last one my meter flashed red and I lost the top up it went back to the amount before I used the top up codes then I tried a £1 which went on.I lost the rest the money I topped up thou man on phone said it he there just not showing on my balance which doesn’t make sense to me he told me ti try more which I havnt done yet as I don’t want ti loose more 

Hi ​@Elizanne 

Have you tried doing this or checking the balance via the app? Is it the meter itself or the IHD you’ve been viewing?

If you’ve not yet downloaded the new app the following topic may be helpful here. You can view top up history within the app so not only should it show the balance but also the previous top ups. The following topics may be helpful here:

Do let us know how you’re getting on.