Can’t top up online, what can I do instead to top up?

Is this resolved now @Jenfy? Have you tried deleting and re-downloading the App? 

I’ve not heard of any issues currently, but will let you know if there is a known issue. 

I have tried that on both my tablets, and cleared the cache, had lots of help via Chat, still no joy but topped up via phone/customer services. Not sure what will happen next time though. 

I’m really sorry to hear this @Jenfy, have they raised it to the tech team to investigate?

As I haven’t heard anything about a known issue, this may be something specific to your account. 

Any ideas what that could be? It was OK a couple of weeks ago, so frustrating as I can't drive right now and am going into hospital in a couple of days. Any ideas to try would be much appreciated x

I’m sorry to hear that, it sounds very stressful. At what point are you struggling to ‘get into’ the app? If there any error message displayed @Jenfy?

It won't even open, nothing at all. Thanks for helping x

Hey @Jenfy,

Is this sorted now? Does your device need any updates?

It’s absolutely freezing and my gas ran completely out on my meter 2 days ago. I’ve just been paid and have went online and logged into Ovo energys top up app to top up and it says they’re having technical problems! So when can I get my gas on ? I’m asthmatic and the cold air sets off my asthma and gives me a constant tight chest. I also don’t think it’s fair that it’s now my problem too. There should be contingency plans for such an issue. I hope I’m offered some kind of compensation for not having access to heating and hot water, especially in this weather, through no fault of my own. 

Hi ​@BexyBoo 

Sorry to hear about this, though I hope you’ve now been able to top up?

There was maintenance on the app between 12am and 5am so that’s likely why it was unavailable at the time. 

There are measures in place with PAYG top-up system, especially on a smart PAYG meter. There are warnings within the app prior to maintenance that show the times of upcoming downtime periods, so I’m sorry if you’ve not seen this before hand. We also keep out topic above updated with the next PAYG top-up outages.

Your meter should also go into friendly-credit mode in the evening so long as there is credit left in the meter before the period ends, but if you’re already off supply before this, it won’t come on.

You mentioned it ran out 2 days ago? If you’re in need of some additional help in between payments, we can assist - you shouldn’t be without and the Support Team can offer help. There are lots of things they can do to support you, I’ve linked below to a topic which runs through a lot of what they have to offer, but they may have other options available directly:

I’d also recommend signing up to our Priority Services Register if you’re not already on there.

Let us know if you’re still having trouble topping up as the app should be back online. 

Can't register on portal or app as have new smart meters installed in property just moved in, and the app and portal.require these things I dont have. Why didn't I get from engineer or in an email from ovo? I'm paying bill monthly, so they knew I didnt have a top up card, yet still asked me to use app. Frustrating. I noticed the gas isnt showing on the home display, is that because its not synced properly yet it doesnt let me choose it?