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Best answer by Blastoise186

Updated on 29/07/25 by Emmanuelle_OVO:

Howdy @Tunny165 ,

Sure thing. Please let the Support Team know about this and ask them to generate a TAG Code. Once you have it, please wait for one hour and then pop down to any PayPoint shop. When you get there, ask the shopkeeper for a new electric key and give them the TAG Code so that they can program the new key for you. Don’t top-up yet!!!

After that, please go straight home and pop the new key in the meter and follow the instructions on screen. Do not remove it until the meter confirms the key is active. Once you’ve done that, feel free to head back to the shop to top-up as normal.

Just so you know, the old key will be disabled and blocked as part of this process. Please make sure to drain all credit off of it before you request a TAG Code!

Alternatively, if you’ve got plenty of credit, the Support Team can post you a new key that’ll already be programmed. Whichever works for you. :)

 

I've lost my top-up key/card – what do I do?

 

You can get a new meter key/card from any shop that stocks replacement OVO Energy keys/cards.

 

But before you go, you’ll need to contact our Support team to let us know you’re going to get a new key/card. We’ll provide you with an 8-digit ‘TAG’ code within an hour. Give this code to the shop assistant and they’ll be able to set up your new key/card with our rates and other relevant information so you can register it when you get home.If you don’t need to top-up urgently, we can send you an already programmed key/card in the post. You’ll get it within 3-5 days.

 

Before you add any credit with your new key/card, please register it in the meter. If you try to do a top-up before registering your key/card, the credit could be wiped.

 

We’ve also got a really handy topic dedicated to this which may be helpful:
 


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


Got a question about your Pay As You Go energy use, top-ups, keys, cards, or anything else? Why not see if you can find the answers in our dedicated PAYG Forum category.

 

There are also tons of helpful resources and information available on our OVO Help pages.  

 

If you or anyone in your household is vulnerable, or just needs a little extra assistance at a difficult time in your lives, our Priority Services Register is a free support service you might find useful.
 

Struggling with your energy bills? Our Support Package might be helpful to you.

 

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49 replies

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M
Newcomer
Marie C
Newcomer
December 18, 2022

Help! I'm on a pay n go and my meter is  saying call for help when I put card in...iv tried god noze how many numbers including sse numbers. Has anyone got a clue who to phone please 🥺

M
Newcomer
Marie C
Newcomer
December 18, 2022

Ok thanks I'll try in the morning 👍

K
Newcomer
Kblake
Newcomer
January 25, 2023

Anyone having trouble getting credit on their prepayment meter? 

I have put credit on and it has not registered on my meter which is now saying I'm in debit. The money has been taken from my bank.

Blastoise186
Super User
Blastoise186Super User
Super User
January 25, 2023

Hi @Kblake ,

If it’s a Smart Meter, just use the UTRN Code to force the credit through. If you lost it, Support can help you retrieve it again. This will apply the credit to the meter immediately, even if it didn’t apply automatically.

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!
A
Newcomer
AliAinslie
Newcomer
January 27, 2023

My smart meter is now showing Gas as estimated bill rather than balance remaining .  Electricity is fine and shows my top ups on balance.

This stopped on 8/11/22 or thereabouts.  Boost app shows payments made

Any ideas?

BPLightlog
Super User
BPLightlogSuper User
Super User
January 27, 2023

What make of meter do you have @AliAinslie ?

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
C
Newcomer
callum
Newcomer
March 1, 2023

I am looking after my friends house whilst she is in hospital. how do i pay for gas and electric on the smart meter . i do not have her cards but have downloaded the boost app  i am at a loss as to take over the payements . any help please...  

H
Newcomer
headlight
Newcomer
October 29, 2023

Ovo took over my gas supply from SSE. The new OVO gas top up card didn't work. So far the past 21 days I've had 2 failed engineers visits, 2 failed "blue flash" top up card deliveries, been sent to a shop 2 collect a card that didn't exist and been told on the phone and the Web chat about 10 times that a card has been requested and I will receive it in the post in 1-3 days, no card has arrived. I have spent over 20 hours on the phone to South Africa and over 20 hours on the Web chat. I've got nowhere and been told there is a shortage of cards and I just have to be patient. I've been patient for 21 days now, I just want to have gas. Is that to much to ask. I've lost the will to live dealing with OVO. How can they run their company like this.

Is it not possible to speak to someone in the uk and get this sorted out. I have found the South African call centre and Web chat totally unhelpful and often down right rude.

Abby_OVO
Community Manager
Abby_OVO
Community Manager
October 30, 2023

Hey @headlight 

 

I’m really sorry to hear about the issues you’ve been having.

 

You can carry on using their old gas card if it still works whilst you wait for their new card to be sent out to you.

 

If you’re off supply you should call the Support Team as soon as possible to have them get you back on supply.

 

If you’re not off supply, please reply to our private message from the Forum_Support team who will help raise a complaint. You’ll be able to find that message here: https://forum.ovoenergy.com/inbox/overview.

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