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JaynLM
Rank 1
May 27, 2026
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Why am I having issues with the new OVO Pay As You Go app?

  • May 27, 2026
  • 111 replies
  • 2792 views

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?

    Best answer by Chris_OVO

    Updated on 10/09/26 by Ben_OVO

    Thank you all for taking the time to share your concerns about the recent changes to the top-up app. We really appreciate your feedback! To make sure you get the best support possible, we're asking you to reach out directly to our Support Team. They can access your account and will be happy to help you with any issues you might be experiencing. If you’re unhappy with the service you’ve received, they can also assist you in filing a complaint.

     

    You can find our contact options in the link below, and your complaints process here.

     

     

    This Forum post outlines three scenarios that may be causing gas or electricity from not being displayed on your online account or app:

     

     

    You can find a guide for using and troubleshooting the app / online account here:

     

     

    As much as we love engaging with you here in this forum, we want to ensure that you get the specific help you need. Recently, we’ve noticed an increase in inquiries about the app, so directing you to our Support Team is the best way for them to investigate your accounts thoroughly.

     

    Thank you again for highlighting the issues you’ve encountered on our app journey. We’ll keep an eye on the forum thread, but please understand that the forum team won’t be able to provide further assistance here. If you have any questions, don’t hesitate to send us a private message, we’d be more than happy to chat!

    111 replies

    Show previous replies
    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    August 7, 2026

    Hi ​@thehouse16 ,

    You should find barcodes in the app - those will act as top-up cards if you’re heading to the shop. If you present those to the shopkeeper, they can use that method to access your account to process the top-up. The barcodes will not provide any further account access.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    August 10, 2026

    Hi ​@thehouse16, I hope you’re well.

     

    Sorry to hear of the issues you’re experiencing. Please delete the app from your device and reinstall it. You can download it here. 

     

    Once you’ve done this, please let us know whether the app is working. Once your set up, this guide should give you the info you need:

     

     

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    Ben_OVO
    Community Manager
    Ben_OVO
    Community Manager
    August 11, 2026

    I hope everything is working for you now ​@thehouse16. Just to let you know, I’ve merged your two threads together, as they’re about the same topic. This makes it easier for the community to help you, and understand the problem.

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    Chris_OVO
    Community Manager
    Chris_OVO
    Community Manager
    August 10, 2026

    Hey ​@Penny1936,

     

    I hope you're doing well! I haven't seen anyone else mentioning similar issues since you posted, has anything improved over the weekend, or is your balance still showing as zero credit? 

     

    If you're still having trouble, it might be a good idea to reach out to our Support Team again. They’re always happy to help and can dive into the issue for you. Sometimes these outages resolve on their own, but other times we need to step in to get everything back on track.

     

    We'd love to hear how things are going, so please keep us updated!

    Renewable energy jokes never get old.
    Newcomer
    Penny1936
    Newcomer
    August 11, 2026

    The issue didnt get sorted so I contacted customer services yesterday and one of your colleagues, Angelica worked very hard to resolve this and as of Tuesday afternoon everything is now working fine.

    It seems that somehow my Gas account got changed from PAYG to Pay monthly so all attempts to top the account with credit failed. Angelica found this and put it right. Its a shame that previous customer service agents didnt find this sooner as it has taken nearly a week to resolve.

      Newcomer
      charlottel2005
      Newcomer
      September 1, 2026

      when i sign onto my profile where it should show me how much i owe it just says a problem has occured. i can see my usage, and i can see the readings my smart meter is sending. but i cant see how much i owe so i dont know how much to pay of course. it has been saying to check back later for 6 weeks since i moved into this flat. 

      Nukecad
      Super User
      NukecadSuper User
      Super User
      September 1, 2026

      Is this on the phone app, or on the web portal?

      And just to make sure - you did set up a new account and are not trying to use the previous tenants account.

      They do say that it can take up to ten weeks for everything to be up and running, but for most people it's usually quicker than that.

      I said, Hey - Watts going on.
      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      September 2, 2026

      Hey ​@charlottel2005,

       

      Welcome to the community 🙂

       

      If you get a chance, please check out the questions that Nukecad has posted. It will really help us provide you with the best support possible!

       

      Also, if you can share a screenshot of any errors you’re experiencing, that would be wonderful. Just remember to blur out any personal information, like your account number, before posting. 

      Renewable energy jokes never get old.
      Newcomer
      mayankx
      Newcomer
      September 5, 2026

      Hi

      I’m Unable to create account or recharge

      I'm out of power(on emergency credit)

      Please help me topup

      It says account details don’t match while registering

      There is no way to recharge as guest anymore

       

      HELP

      Nukecad
      Super User
      NukecadSuper User
      Super User
      September 5, 2026

      I’m Unable to create account

       

      Hi ​@mayankx 

      Do you not already have an account?
      eg. Have you just moved in somewhere and not set up an OVO account yet?
      Are you trying to use a previous tenants top-up card?

      The number showing in that account box looks way too long to be an OVO account number. it looks like the number off a top-up card.

      You will be best contacting the PAYG Support Team.

      Use the green “give us a call” link in that message you posted, or see this for advice and contact methods:

       

      I said, Hey - Watts going on.
        Ben_OVO
        Community Manager
        Ben_OVO
        Community Manager
        September 7, 2026

        Morning ​@mayankx and welcome to the OVO Forum.

         

        Sorry to hear of the issues you experienced when trying to top up. If you weren’t aware already, there’s a new app and online account space to top up, and view your meter balances. This guide will show you how to get logged in, and how to navigate the new app / site:

         

         

        If you’re not an OVO customer but are trying to complete a guest top up, this is still a feature but the procedure has changed slightly. This guide will show you how to do the guest top up:

         

         

        Please let us know how you’re getting on, and if you’ve been able to top up.

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