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Best answer by Jess_OVO

Updated on 17/04/26 by Ben_OVO

 

You’ll need to get in touch with the Support Team as we don’t have access to accounts here at the Forum. Check out the details and links below for the contact details you need.

 

If you’re pay monthly the contact details are as follow:

 

Phone: 0330 303 5063 

(Opening hours are Monday to Friday, 9am to 5pm)

 

Webchat: Chat with us

(Opening hours are Monday to Friday, 8am to 6pm,

& Saturdays, 9am to 2pm.

 

For all other contact methods, check out the full topic below:

 


 

SignVideo is a free service that connects British Sign Language (BSL) users to our advisers through an online interpreter. Their opening hours: are 9am to 5pm Monday - Friday.

 


Collections Team

 

Collections can be contacted by webchat from 8am-6pm Monday to Friday and 9am-2pm on Saturdays. You can also contact the team by phone on 0800 0699 9831 from 9am-5pm Monday to Friday. For more without contacting the team, check out the payment support tool page here.
​

 

Got a complaint? 


You can raise a complaint by contact Customer Support, you can find out more about our Complaint Procedure here.

 

 


There’s lots you can do yourself on the app and online account
 

 There’s lots of things you can do yourself on your online account. Give it a go and if you’re not sure, find out more via our online account tutorial collection here:

 

 

If you’ve not already got the OVO app, you can download it here for Apple, and here for Android, and manage your account from your smartphone. See OVO’s guide on our app here. 

 

If you want to start a switch to OVO or you’ve just moved into a property that we supply, you can get the ball rolling with setting up an account here (it’s the same page but it will work for both. 
 

 

Need some more information about something? We’d recommend OVO Help for guides and tutorials, or this forum, where we have thousands of topics about all sorts of energy questions. See this dedicated page for someone new to the forum. 
 

 

How to get in contact about my OVO Pay As You Go account
 

117 replies

Jess_OVO
OVO Staff
Jess_OVOSolved
OVO Staff
February 1, 2022

Updated on 17/04/26 by Ben_OVO

 

You’ll need to get in touch with the Support Team as we don’t have access to accounts here at the Forum. Check out the details and links below for the contact details you need.

 

If you’re pay monthly the contact details are as follow:

 

Phone: 0330 303 5063 

(Opening hours are Monday to Friday, 9am to 5pm)

 

Webchat: Chat with us

(Opening hours are Monday to Friday, 8am to 6pm,

& Saturdays, 9am to 2pm.

 

For all other contact methods, check out the full topic below:

 


 

SignVideo is a free service that connects British Sign Language (BSL) users to our advisers through an online interpreter. Their opening hours: are 9am to 5pm Monday - Friday.

 


Collections Team

 

Collections can be contacted by webchat from 8am-6pm Monday to Friday and 9am-2pm on Saturdays. You can also contact the team by phone on 0800 0699 9831 from 9am-5pm Monday to Friday. For more without contacting the team, check out the payment support tool page here.
​

 

Got a complaint? 


You can raise a complaint by contact Customer Support, you can find out more about our Complaint Procedure here.

 

 


There’s lots you can do yourself on the app and online account
 

 There’s lots of things you can do yourself on your online account. Give it a go and if you’re not sure, find out more via our online account tutorial collection here:

 

 

If you’ve not already got the OVO app, you can download it here for Apple, and here for Android, and manage your account from your smartphone. See OVO’s guide on our app here. 

 

If you want to start a switch to OVO or you’ve just moved into a property that we supply, you can get the ball rolling with setting up an account here (it’s the same page but it will work for both. 
 

 

Need some more information about something? We’d recommend OVO Help for guides and tutorials, or this forum, where we have thousands of topics about all sorts of energy questions. See this dedicated page for someone new to the forum. 
 

 

How to get in contact about my OVO Pay As You Go account
 

Powered by Re-knowable Energy!
    H
    Newcomer
    Help
    Newcomer
    November 16, 2022

    Thanks tried the email complaint route and it seems to have got lost in the system again, it will be heading to the energy ombudsman if OVO don’t step up soon as another estimated bill for c£400 has just landed.

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    May 3, 2023

    Hey @pierrerreip,

     

    Sorry to hear this,

     

    What error message are you getting on the website? Are you able to upload a screenshot? Please don’t include any personal information. 

    Renewable Energy? Big Fan.
      S
      Newcomer
      Silviu2490
      Newcomer
      May 3, 2023

      Hi @pierrerreip @Emmanuelle_OVO 

       

      I have the same problem, I think someone is messing with our accounts. is there a solution to it?..I did message them on FB and Twitter about this

       

      Tim_OVO
      OVO Staff
      Tim_OVO
      OVO Forum Legend
      May 4, 2023

      Thanks for confirming, @Katie B B B. It sounds like our Support team need to communicate with you clearly on why we aren’t adding the credit, or give you a clear time frame on when. My advice would be to chase up your complaint via a web chat today here. I’m sorry we can’t offer more support. 

      Carbon neutral - we need a community to get there! My green tech: Aclara SGM 1411-B smart meter, Chameleon IHD6
      K
      Rank 2
      Katie B B B
      Rank 2
      May 4, 2023

      @Tim_OVO

      Every time I have tried that avenue I get ……….

      Sorry we are exceptionally busy at the moment. The team you need to speak to currently aren’t able to take your message. We are still here for you. Please contact us by telephone on 0330 303 5063.

      As I said I get nowhere via chat or phone :(

      K
      Rank 2
      Katie B B B
      Rank 2
      May 4, 2023

      @Tim_OVO

       

      I was just looking through my messages and on the 18th April. I did manage to talk to someone.

      This was their reply

      I will complete a defect form for our Back Office to have this sorted out for you. I need to make them aware that there's still credit missing on the meter. I sincerely apologize for the inconvenience this may have caused.

       

      Thank you how long will this take please

       

      This will take about 24 to 48 hours. I don't think this form was completed 2 weeks ago because this would have already been sorted out.

       

      K
      Rank 2
      Katie B B B
      Rank 2
      May 4, 2023

      @Tim_OVO

      I have just spoken to someone again he said ………. 

      Think because of the bank holiday it will take a bit longer as it is not 8 working days yet , I can see the email that was sent and the reply though so they are working on it

      The reply was on the 25th , its only 6 working days today excluding the holiday and obviously the weekend

      So they should contact you on the 8th

       

      I sent the complaint on 21st April. I received a reply saying they aim to reply in no later than 8 working days.

       

      It will be 8 working days from the 25th as that email was not a reply from complaints

       

      He said he could not see the previous conversation I had on the 18th April, which I sent above.

       

      So fingers crossed.

       

      Thank you for your help

       

       

        K
        Rank 2
        Katie B B B
        Rank 2
        May 11, 2023

        And the wait continues.  Still no reply to my complaint email I sent on the 21st April!

         

         

        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        May 12, 2023

        Hey @Katie B B B,

         

        Sorry you’re still waiting for a response to your email. We don’t have access to accounts here at the Forum, so you’ll need to get in touch with the Support Team who’ll be able to help you further. Hopefully they can come to a resolution with you soon.

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