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?
Solved
Why am I having issues with the new OVO Pay as you go app?
Best answer by Chris_OVO
Hey everyone,
We’ve noticed that there have been some questions and issues popping up with our new Pay as You Go app. To help everyone get the support they need in a more organised way, we thought it would be best to create one big thread where we can all share and find solutions together.
We’re in the process of merging some of the previous threads into this one, and we’ll be sending an email to anyone whose thread has been merged so you won’t miss out.
Thanks for your understanding, and we’re here to help!
+4Hey
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
+4Hey
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
+4Hey
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.
On my app the new one it shows my gas top ups but not my electric. I have made two payments over two weeks and it doesn’t show. One of them didn’t even go on the meter but took it out my bank 😡
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