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

I’m a bit confused by your post.

Are your new smart meters configured as PAYG meters?
Or are they credit (pay monthly) meters?

It sound from you post that you may be trying to use the wrong app and the wrong portal.

There are two different apps depending on how you pay for your energy.

One app, the OVO energy Top-Up app, is for topping up PAYG meters, links to download the Androaid and iOS versions can be found here:
https://www.ovoenergy.com/help/article/topping-up-smart-payg-meter

The other app,  OVO energy app, is for credit (pay monthly) customers to view their accounts, download links can be found here:
 https://www.ovoenergy.com/ovo-app

If you are paying monthly rather than topping up a PAYG meter then you don’t need the PAYG OVO energy Top-Up app to top up the meter.
Instead you want the OVO energy app.

Simailarly there are different portals.
For PAYG customers it’s:  https://portal.payg.ovo.com/
For Pay-Monthly customers it’s: https://my.ovoenergy.com/

The gas not appearing (yet) on your IHD is a different matter.

As you say it could be simply because it has not synced yet.
You could ring customer support and ask them to have an “Xjoin” command issued to the communications hub.
However depending on how long it is since the new meters were installed they may tell you to just wait a while to see if it sorts itself out.
The initial setting up of new meter’s communications can sometimes take up to six weeks to complete.

(It is also possible that the gas meter is simply unable to communicate by Zigbee wirless with the hub on top of the electricity meter, that can happen if the gas and electricity meters are too far apart, or if there is something like thick walls or a metal cabinet, etc. between them.
it’s probably much to early yet to say if that is the case, but if it is then there are some possible solutions that might help).

Hello,

Cannot top up on app or online keeps saying declined.  Is there a problem?

There is no scheduled PAYG outage today, but it may be an unplanned one?

However you will be happy to know that if your PAYG credit does run out over weekend then there is a ‘Friendly Credit’ from 4pm on Saturdays until 9am on Mondays; so that your supply will not cut off if credit runs out during that period.

See the thread linked below for:
“You may experience planned outages that will affect your ability to top up on the dates shown below” which give the planned outage times and explains the friendly credit periods.

also see:
“Are you a Pay as you Go customer? Here are our opening hours and contact options below:”

Support for PAYG customers by telephone, or by webchat,  is open on Saturday and Sunday,

Hello,

Thank you for your reply.  I had read another customer saying the same problem with the new Ovo app for top ups ( not the original top up app).  The one they are testing with some customers.  I phoned and the issue is being raised with the team.  She said on the phone no issue were raised earlier so she put one through.  There is usually a message online saying about any maintainence.  I have topped up over the phone on the automated telephone line and it topped up.

Thanks for your help here ​@Nukecad.

​@NotSoSmartMeters I hope you’re well. Please let us know how things are going now after the weekend - I’m hoping you’re all set up now but, if not, let us know and we’ll do our best to help you. If you’re in need of PAN numbers then the PAYG Support Team can give you these. They should have been emailed to you in the first instance, so check your junk folder in case they came there. 

Have you already asked to be switched to Pay Monthly? If so I’m hoping this may have already been done. If not, have another chat with the Support Team about this - they’ll be able to get you switched over.

Hey ​@hallj12345,

I see that you've posted this question in a few different places, so I wanted to let you know that we’ve checked in with our team about any top-up issues others might be experiencing. 

We usually keep the banner at the top of the Forum updated with any PAYG outages, so that’s a good spot to check first. If you're still having trouble after that, reaching out to Support is always a great next step. 

I'm really glad to hear you were able to top up over the phone! It sounds like the apps have been a bit tricky for you. We’ll keep you posted as soon as we get more information 😊

Thanks for replying.  The app seems to be OK now.

For some reason the OVO webpage I arrived at online only gave me links to PAYG portal and app  But I managed to install the right one thanks to the links provided here. So now pay monthy is set up. My AHD is now showing gas as well as electric which is great. The downside is the debt on the meters hasn't disappeared and I'm getting emails and texts about paying it. I've got an OVO agent calling tomorrow so I'm hoping it can be resolved. The first bill.appeared and I had to pay £67 for last month, which didn't sound right seeing as I was only there for two weeks of that time and didn't have any white goods during that time. Just heating, hot water, lights and charging phone. Hopefully it'll all get resolved. Thanks to Nukecad for helping me get access to the app.

Morning ​@NotSoSmartMeters,

I’m happy to hear that this is partially resolved, and I’m hoping that it won’t be too long until your completely set up and happy that you’ve been charged correctly.

When you speak to the advisor they’ll be able to check the charges for you to see if they’re accurate. Even with the change from PAYG to PAYM, the smart meter should have been recording the readings and sending them to us automatically. I live in a one bed property with electricity and gas, and my bills are generally around the £80 - £100 mark in the winter. The heating and hot water make up the vast majority of this usage. It’s possible that the bill you’ve received is accurate, but the advisor will be able to check the reads and ensure that the charges are correct, and not billed to estimates.

Keep us updated as to how you get on, and let us know if you have any further questions.

I've downloaded the wonderful new Ovo app...well, it would be wonderful if I could actually register for the app. Apparently the details I've entered don't match my Ovo account details. I'm fairly sure I know my name, date of birth, post  code and account number. It seems like Ovo don't because they had the wrong address - which doesn't actually exist - on my account. I emailed asking for the address to be amended and they STILL got it wrong. This is pretty basic stuff and I don't understand what the problem is. Anyway, back to the app. How am I going to add credit to my meters when the old app is discontinued if I can't register for the new app? Why should I spend hours of my time on the phone because I can't register for the app. It's obviously an Ovo problem so they should sort it out. Something which should be as simple as registering for an app is anything but simple. Why is this, what's the problem that's stopping me from registering?