Thank you for your reply, iv been in contact with ovo which I must say we're great and sorted it all out. 

Sometimes when I top up the gas using the OVO energy top up app it doesn't update on the smart energy tracker, resulting in me having to input the code in manually. The electricity does update it's just the gas. I wait 40 minutes. I'm wondering what this could be. The smart meter is working fine, and I am informed that the top ups are successful. 

Hi @JC_ 

Sorry to hear about this, we don’t have access to your account here at the Forum, so you’ll be best to speak with the Support Team who can investigate this issue, and solve the problem for you.

It sounds like it could be the connection between the device and the meters, are they quite far apart? Or is it close to the meters?

Hi Abby,

I have spoken to the support team several times and they say the smart meter is working fine. They did mention that at times there can be network and signal  issues with the app. The device is quite a little far I would say from the meter but it needs to be plugged in as I don't want it to lose battery. I have created an online account and tried to top up the gas  and it did  update. I think it's just the app at times it can be temperamental with signal/networking issues. 

My inhouse device is totally blank it has been working , but now is dead, should i unplug it and leave it for a while then plug in to see if it works, I am a Pay as you go so i need to see how much is on my meters.

Hi ​@thehouse16 ,

Yup, try that and see if it helps. Sometimes it does, sometimes it doesn’t.

If you don’t get lucky, post some photos and I’ll see if I can suggest anything.

Hey ​@thehouse16 

Sorry for the issues you’re having. 

Contact the support team for a replacement IHD:
 

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

• The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
• Or call us on 0330 175 9669 - Opening hours: Mon-Thu 8am to 8pm, Friday 8am to 6pm, Sat-Sun 8am to 5pm.

Hi everyone. Sorry if this is the wrong topic section for this. Just wondering if anyone can help me understand what I’ve done wrong here. 
been a OVO customer since moving into a studio flat 2 years ago almost and had no issues for a while. My in home meter has worked fine but when I topped up on Saturday Afternoon (12:30pm to be exact) both gas and electric I noticed my IHD acting weird and wouldn’t show my account or balance etc, time was set to 0:00 and the WiFi symbol was flashing. Just keeps saying waiting for balance and then after a bit it would start restarting to the welcome page. I ignored it and assumed it would sort itself out like it normally does when it acts up and it’s now Sunday almost midnight and it’s still not normal. I topped up £5 each gas and electric yesterday to tie me over as I normally do, I live alone so haven’t used anything that I wouldn’t normally use and also haven’t had my gas on since Friday night. I went down to my meters to check on them and noticed I was OWING £0.22p electric and only had 18p credit on my gas. How on earth is that possible when I topped up £5 each the day before? Surely not standing charges take up that much? Electric I can sort of wrap my head around (not to this extent though) but gas no way, I haven’t even heated my home since Friday and I normally only ever put my gas on when I dry clothes so I normally manage to stretch my £5 credit a lot aloooot longer than less than this. I’ve done the same things I always have on when it comes to electric, I haven’t done anything out of the ordinary so I don’t understand how it’s supposedly used it all up so soon. If it wasn’t for the IHD acting up I’d assume it was just a mix up but something isn’t right surely? Or am I just not understanding how anything works anymore? I’ve never really had that many issues with gas and electric so I don’t know what I’m doing wrong or if I’m even doing anything wrong. I just know that normally, this at least lasts me longer than a day, and I certainly never end up OWING. On top of all this, I can’t log into my online account. I’ve tried resetting the password, no email got sent to me, when I try to locate my account it says all my details don’t match even tho I know my name and my DOB, address etc is correct and as far as I’m aware I’m using the correct OVO ID on my letters. I have no idea what I’m doing wrong /    If anyone can help me figure out what I’ve done or if I’m misunderstanding something I’d greatly appreciate it. 
 

thanks, 

sincerely,  a confused and stressed out individual lol

Hey ​@fedupofthislol,

I’m sorry to hear of the issues you’re having. The following topics might have some helpful advice:
 

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

• The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 8am to 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday.
• Or call us on 0330 175 9669.