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Kairosfc
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October 1, 2023
Solved

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

  • October 1, 2023
  • 31 replies
  • 2420 views

I’ve been trying to top up my Gas today however I keep getting the message to enter a valid account number despite it being correct. I’ve also tried topping up my Electricity to see if it was an issue specific to Gas but it’s also saying my number is invalid there as well.


The numbers I’m entering are correct and I’ve even copied and pasted the account numbers from my previous email receipts just in case I had been making an error when entering the numbers and it’s still saying they’re incorrect.


What is going on? I’m almost out of Gas.

Best answer by KatMac

Updated on 05/08/25 by Abby_OVO

Hi me again, I was using the portal on my devices if that's the word..via Google link to top up ...didn't work (account number not valid) but just downloaded app (same email and password) and its worked .. no idea if top up via link is working now again as gave up trying but app defo worked its added to smart meter screen. 👍 

If you’ve not already got it, you can download the OVO Energy Top-up app from the Apple App Store or Google Play, where you can top up quickly and easily at you’re own convenience. 

 

For more on issues with topping up, check out this handy guide: 

31 replies

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Chris_OVO
Community Manager
Chris_OVO
Community Manager
May 18, 2026

Hey ​@AlienDonkey,

 

I'm sorry to hear you're having some trouble registering for the app. It sounds like there may be an issue with your account information. I recommend reaching out to our Support Team and letting them know about the error message you're seeing. They’ll be happy to help you sort it out. I've included a link below with all the contact options, so you can get the support you need to get logged in. 

 

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OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

OVO (S) Gas Limited is part of OVO Group Ltd