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.

My new pay as you go app is still not updating my eletric/gas balance,  infomamtion about how much electric/gas im using  is not showing either?

also missing

Partly the same for me too. 

My balance is not updating at midnight. It has been showing the same balance for 3 days in a row. 

I had top-issues for a few days. Tried to test it on June 23 and the "top-up" history can't even acknowledge my payment, and the new app doesn't give you a SMS or email confirmation anymore. 

So only my bank app shows it. 

Just fantastic. What a way to empower the people. 

Ive  been having problems with it for a month, mines hasnt updated since last friday for electric, thurs for gas, what is the point of the app if you cant check your balance, especially if you are away

Exactly my point too. 

My 'In-home Display' died within a week back when the company was called 'Boost'. Boost & OVO just come up with multiple excuses to not send a replacement. 

Did you get it sorted?

Morning ​@Shaiakh,

 We regularly send out new In Home Displays, and the current timescale is ten working days to receive one. Please contact our Support Team to request a new one.

I just tried to top up on the pay as you go app for my smart meter and got a message saying its topped on ghe app but not on smsrt meter, i  have to maually add it, what is the point of having a smart meter and having to top it up yourself,?i never  had a problem with  the old app, ive had nothing but problems with knew one. Anyone else having same problem?

Just checked app its not been added to that either

Hey ​@Hallokath,

I’d love to help understand things better. It sounds like you tried to top up using the app, but the funds haven’t shown up on your smart meter. You mentioned having to manually top it up with the UTRN, but it seems like the app top-up didn’t go through either. 

That might indicate a communication issue with your meter since the top-up hasn’t reached it yet. Have you had a chance to try topping up again, or have you only attempted it one time? 

I never had a problem topping up with the old app, went on the meter no problem, still not going on to.meter but showing on the new pay as you go app, contacted ovo they were no help, balance isnt updating either, my smart meyer has always been in the position its in which has a good signal, dont understand why its not going on, thinknits the new app

Hey ​@Hallokath,

Could you share what the Support team told you when you reached out? I’m sorry to hear you didn't find their help useful. They have access to your live account, which means they can provide more detailed information and even escalate any issues if needed. It would really help us if you could let us know what advice they gave you! 

I topped up manualy like they advised which i did which didnt work, they said its not going on to meter due to conection with meter, my meter has a good signal, did not advise me how to sort it, tried moving my smater meter didnt make a difference, my balance still hasnt been updated

Hey ​@Hallokath,

I recommend that you call and explain that you've previously experienced connection issues with your meter, and that it's now impacting your ability to top up. This appears to be more of a connection issue with your meter rather than a problem with the app. They’ll be able to investigate further and raise a case if required to get the issue resolved.