Why am I having issues with the new OVO Pay as you go app?

Morning ​@Hallokath, I hope you’re well.

Our app team have come back and recommended that you contact our Support Team, as the delayed balance updates may be due to a communication issue with your smart meters. 

Let me know how you get on when you speak to them. It might be the case that the reading schedule of your smart meters needs to be set to half-hourly, which is a quick fix, and allows your app balance to update as frequently as possible.

Morning ​@Shaiakh, and thanks for the screenshot. I’ve sent you a private message - get back to me when you can 👍.

​@Hallokath please could you also confirm whether you’re using Apple or Android? Many thanks.

Android

​@Shaiakh could you also confirm whether you’re using Apple or Android?

Thanks. I am using Android. 

I use the Ovo top up app for my gas and electric and obviously have an account number for each. I downloaded the new app and says error when I try to log in with my existing log in details for top up app. It then asks for my details, name, dob etc and an account number. I tried my gas one and says it’s wrong account number. Do I have one main account number?, if so I don’t have it. I’ve even tried registering again with different email but still asks for an account number. 

Had 2 emails about the “new” OVO energy app. I already have my gas account on this, my electricity was serviced by the OVO energy top up app. I have deleted the top up app, uninstalled the OVO energy app, reinstalled it, used the “get started” function to reset my password, followed suggested steps in previous posts and still can’t get the “new” app to show anything at all to do with any form of electricity account, or function in the “new” app to allow me to top up electricity!! I’m using Apple. Anyone know why?? Help appreciated!!

Hey ​@Jo R,

I've reached out to the team to see if they can help identify the cause and suggest steps to get this sorted out for you. I'll keep you posted and share any updates as soon as I have them.

Hey ​@Charliebear3279,

To log in, you'll need a specific account number. Unfortunately, we can’t access account details or confirm them since we’re a public forum. If you reach out to our Support Team using the link below, they’ll be happy to help you find the right account number. 

Just a quick reminder: make sure you have an email address linked to your account for any password resets or assistance.