I moved to a new house but I can't top up.

Hi ​@Abiodun Arogunmaya ,

Please talk to OVO directly for this via https://ovoenergy.com/help 

Thanks

Have you opened a new account in your name with OVO, or were you trying to top up  using the previous occupiers account?

Any previous occupiers account should have been be closed if they have moved out.

I have registered to use OVO, they sent me a mail with my electricity and gas codes, and that's what I used to recharge.

Thanks, I was just checking as we do often see new owners/tenants trying to top up an old, often closed, account.

​@Abiodun Arogunmaya welcome to the Forum.

Sorry to hear about the issues topping up your meter. Did you manage to get in contact with our Pay as You Go Support Team?

​@Abiodun Arogunmaya that’s great news, I’m glad it’s sorted, and going Pay Monthly is a great option. You should hopefully now have access to your new online account and app. From the online account and app you can manage your Direct Debit, make payments, view and submit reads and check your bills, and much more!

I’ll link some other Forum topics below that you should find useful now that your account is set up in this way, including our tutorials for the different things you can do via our online services. Cheers!

Moved in on Friday 13th June (haha) and ran out of power on the 14th, I have 2 smart top up cards (1 gas 1 electric) in which I was able to place a top up but the electric is still showing as zero. Anybody have any ideas of how I should proceed? Negligent of my to not have something sorted prior but in the mess of moving on a short time frame things happen 

Thank you

Hi ​@JoeOlliffe ,

There’ll be a UTRN Code on the receipt - punch that into the electric meter and you’ll be able to restore power.

I would, however, suggest you have a word with OVO Support tomorrow about migrating to Pay Monthly as that may make things easier for you.

Thank you for the help, but what receipt do you mean? Is it on the top up card? Sorry very new to this

It would have been a receipt from the shop or the email you received after topping up

When you insert the card then what does it say on the meter display?

Is this a smart meter or a traditional meter?

If you can post a photo of the meter we can usually give more specific advice for that particular meter type.

Hey ​@JoeOlliffe,

Is this issue now resolved?
 

Moving in

One of the most important things to remember when moving into a new home is to take meter readings. You can note these somewhere safe or photograph them with your phone. Remember this step: if the property has a smart meter, it automatically sends us a reading. Otherwise, you'll use an estimated reading until we get the first one.

If OVO already supplies your new home, contact us, and we can arrange to open the account at your address. If you had an OVO account at your last address, we'll close that account for you and open a new one at the new address. If you’re not sure who supplies your new home, use our guide to find out. If your meter isn't with OVO, but you'd like to join, you can switch to us.

We know moving is busy, so get in touch when you can via online chat or phone, on the move day or afterwards. Please have a few details ready so we can help you quickly.

We'll ask you:

• The date you moved in
• For meter readings from your move-in date
• The complete address and postcode of your new home
• If you'd like a smart meter, if there isn't one already installed

We'll email you a welcome pack with everything you need to know about your rates and how to top up. If previous residents left any top-up keys or cards, please throw these away. You'll need to top up using the details we send you, as they're linked to your OVO account.

Here's the online top up portal page for OVO Pay As You Go customers with a smart meter. 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Android. 

For OVO Pay As You Go customers with a smart meter, here’s a link to download our app for Apple.

 
Hope this helps.

Ok so they instructed me how to reset power supply and use the credit I topped up, but now I have more problems

This morning I went to top up the electric twice, it refused both times but still took money out of my bank. 

I then organised to have a new supplier come in as I am obviously not in a contract with anyone.

OVO said the quote I was given when I applied online didn't exist/ no record of it and then said they would have to put a temporary account to give me my own top up cards and look at issues which is fair enough

This evening I get an email from my soon to be new provider saying there has been a block but on the switch, baring in mind I told OVO what I was doing

So now I can't top up because the £20 I used has vanished for now, and I need to find out why the switch is blocked.

I'm so done with OVO and I haven't even started haha

If the top-up failed, the entire transaction gets cancelled. You WILL be refunded automatically, either by a direct refund or (more likely) just dropping the pending transaction after a few days.

You can’t switch supplier until you have the account properly in your own name - this is normal for when you move in. You ARE in contract with OVO as soon as you got the keys to the house - it’s a Deemed Contract regardless of payment method.

I just don't want to run out again before I get that money back it's been hard enough as it is!

So tomorrow I will call or message us OVO and try and work out why they blocked it and get it resolved

Then email back new supplier and hope it's all good 

Anything else I should be aware of?

Thanks again for your help 

I think you’re best off abandoning your switch attempts at this time - they won’t go through if you haven’t properly signed up with OVO and got a full account going in your name yet. This is an anti-fraud/anti-theft measure to stop folks running away without paying off what they owe and it’ll only make things worse if you keep triggering it.

If it’s what I think it could be, sorting this out could take several weeks.

If you need to get back on-supply and can’t top up, OVO has ways to tide you over via Additional Support Credit. If you use it, you’d need to pay that back before you leave or transfer the associated debt to your new supplier where you’d be required to pay it off through them before you could migrate to Pay Monthly.

Ahh well that would be a massive pain if that is the case. What number would you recommend to taking to them? I find the message us boxes very difficult to use

Thank you

That would be 0330 175 9669

Hey ​@JoeOlliffe,

I’m really sorry to hear you’re still having issues,
 

Have the support team been able to sort this out?

Going to ring on my lunch and then update

Yes please keep us updated ​@JoeOlliffe