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Rank 1
Lynnyb
Rank 1
August 31, 2022
Solved

Moved in a house with prepayment meters - how to get account set up in pay monthly?

  • August 31, 2022
  • 56 replies
  • 6817 views

We have bought a house which has pre payment meters I obviously want to a ) change details over b) get rid of pre payment 

 

I just cannot get through on the phone and it’s driving me to dispair

 

there is currently no supply at all 

Best answer by Emmanuelle_OVO

Updated on 28/07/25 by Emmanuelle_OVO:

 

Please contact the support team if you’ve moved into a property OVO supplies. You can then request to switch to pay monthly once an account has been set up. If you don’t already have a smart meter you’ll need one fitted first. 
 


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..
 

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

 

Useful links:

 

OVO Help Pay As You Go

 

For OVO Pay As You Go customers with a smart meter, here’s the online top up portal page. 

 

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. 

 

56 replies

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G
Newcomer
graddor
Newcomer
April 17, 2024

I have just moved into a new home and surprisingly discovered that it had an OVO pre paid meter installed. I obviously want rid of this and have either a credit or standard meter fitted

 

Anyone know how I can get this done?

R
Rank 2
richardson.craig
Rank 2
January 12, 2025

Had my gas meter replaced today. It was a 1st Generation. It was originally set up as pay monthly, but it was faulty and stuck in pre-payment mode and couldn’t communicate. It ran out of credit, and I was without supply. 

 

New gas meter is 2nd gen. The engineer put £15 on it, so it’s in pre-payment mode. Originally it was pay monthly, so i was never given a top-up card, and my account is still in pay monthly.

 

How do I top up without a card or online account? And how do I change it back to pay monthly like it was meant to be originally? Many thanks :) 

Blastoise186
Super User
Blastoise186Super User
Super User
January 12, 2025

Hey ​@richardson.craig ,

Sounds like you definitely want to ping OVO Support in the morning to get this sorted. They should be able to arrange a migration back to PAYM for you and figure out ways to keep you going in the meantime.

Try Live Chat via https://ovoenergy.com/help or OVO’s Social Media Team for the fastest responses. You can find their details below:

 

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!
    R
    Rank 2
    richardson.craig
    Rank 2
    January 12, 2025

    Thanks, I’ve just checked the meter and the in house display and they both say credit mode is this pay monthly or top up as you go, I don’t get the terminology thanks :)

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 12, 2025

    Credit Mode = Pay Monthly. :)

    Prepayment Mode = Pay As You Go

    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!
      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      January 13, 2025

      Hey ​@richardson.craig 

       

      I’m glad to see one of our volunteers has already stopped by with some advice on this, I hope it’s been helpful to you.

       

      Let us know if you’ve got any other issues we can help with.😊

      Currently Playing: She's Electric
      R
      Rank 2
      richardson.craig
      Rank 2
      January 13, 2025

      The old decommissioned meter and its serial number is still active on my gas account, Do I provide you with the serial (Which I have) or will this automatically happen thanks :) 

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      January 13, 2025

      Should auto-update in the next couple of weeks! :)

      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!
        Abby_OVO
        Community Manager
        Abby_OVO
        Community Manager
        January 14, 2025

        Hey ​@richardson.craig 

         

        As Blastoise has mentioned, this should be automatically removed in the next few weeks - within 6 weeks of the change. 

         

        If you’re still seeing that after the 6 week mark, feel free to pop back here to the Forum or reach out to the Support Team so they can take a look into what might be causing the delay.

        Currently Playing: She's Electric
        B
        Newcomer
        beachboutiquePM
        Newcomer
        June 2, 2025

        I own a property that has an old prepayment key meter powered by EDF. I would like to switch to OVO and have them change the meter to a credit meter at the same time. Is this possible? If not, how long will I have to be an OVO prepayment customer before they will come and exchange the meter?  I have asked EDF to do this but they won’t and it’s been going on for months so I think switching is the best option. Any ideas how long I would have to wait? 

        Show more replies
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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