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

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! 

Like others, I cannot login to my account, online or the app. Online, I’m told ‘we are working on a new website’. I was a SSE customer. I need access to set up a new email address.

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.

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 😡

I hate making another "cannot login" topic. But it's the reality I'm facing now. My smartphone app struggles to open. It let's me to put login details, it even lets me ro chose particular account, then it gets into the endless loop trying to "grab my account details". I can login via internet browser. The problem is that choosing free hours is only available via the app. I have cleared cache, cleared the app data - it doesn't help. 

Hey ​@costeek, 

We're aware of a current outage with the app, and the team is working hard to restore it as soon as possible. Thank you for bringing it to our attention 😊 I’ll update the thread when I hear it’s been resolved!

Having fun being on here? These lot make you run around in circles. Whether it is the support team or the forum team...

I've spoken to the support team twice in the last 2 weeks. Apparently they are out of stock. 

Exact same excuse was given to me a few years a go. 

I don't appreciate your nonsense. 

This is exhausting. How much rubbish have we got to deal with? 

This app was working fine up until 3-4 weeks ago. What has happened since then? The app is littered with issues. 

My app is stuck at "sorry for the wait, there appears to be a problem with the connection"

Edit: I updated the app and still cannot login. 

It seems to be working now. Phew!

Morning ​@costeek,

I just wanted to let you know that the issue was marked as resolved at 6pm last night, so it was only an outage for a few hours. I'm really happy to hear that everything is working well for you now!

I’ll go ahead and merge this thread with our existing app issues thread so we can keep everything in one place. Thanks for your patience!

​@Shaiakh can you confirm that you can now access the app today  as we had an outage reported last night at 3:30pm until 6pm last night? Costeek above has confirmed it’s now working for them again.

It could be a little confusing, as I’m not a PAYG customer. I understand that it is the same app. But not all is aware of that. If I were someone who is for the first time on this forum, I would probably ignore this thread’s title, as I would assume that it’s about a different app. Would it be better to keep “the new OVO app” without the PAYG part?